Kate never pretended this was her style nor an expectation she felt like she needed/wanted to conform to. Hannah seemed deeply pained trying to give "service with a smile," especially when things weren't going well, smiling half/heartedly while looking like she is imploding. Heather's tone while saying "sure, it would be my pleasure to steam your shirt" right after saying "sure, I'll get your cappuccinos" in the middle of decorating for a party was said in a way that sounded sooooo genuine and happy and calm/in control. I'm sure it was not her pleasure and she was overwhelmed, but the fact that she can fake it so well has probably served her really well in her position.