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How you can be a positive point of change in the service industry

(EDITORIAL) Be the change you wish to see in customer service. Learn how your business practices can brighten someone’s day and bring in more customers.

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outside trafficking service retail foot traffic customers

Have a nice day

Good customer service can be a turning point in someone’s day. Even if the customer doesn’t end up purchasing something, having the right attitude can greatly benefit your business.

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Customers need to feel like you care about them, or that you can at least convincingly execute that illusion.

Brand loyalty

If your customers feel comfortable with your business and employees, they’re likelier to keep coming back. Additionally, people spread the word when you provide good customer service.

This can mean better online reviews and more customers coming from word-of-mouth recommendations.

I work retail, so I get to experience both sides of customer service. I understand how difficult it can be to maintain your cool when someone is yelling at you. There are days when you feel like you might end up imprisoned for acting on your feelings towards customers. I try to keep this in mind on the rare occasion that I venture out into the world as customer.

Shopping is an extraordinarily stressful situation in my world.

For starters, I’m extremely picky about every little detail, down to barely noticeable stitching patterns, minute accent colors, and textures. I also have trouble finding clothes since most mainstream stores are very gendered in their options. Add in a generous helping of social anxiety and you’ve got a perfect recipe for never wanting to enter a retail space besides the one that pays me to be there.

Necessary evil

Unfortunately, I am not very gentle on my possessions. This means every so often I have to face the nightmare that is the mall. I realize online shopping exists, but I avoid shopping in general to such a degree that I have no idea what sizes I wear. Plus, it’s difficult to scope out everything through online photos.

But I had a mission: find a comfortable pair of shoes that don’t look like trash so I can wear them to work. Tragically, my heart was set on a pair that were sold out everywhere.

I thought I was willing to compromise, but I was wrong.

I set myself up for failure. But I still went around the mall in a stressed out frenzy, hitting up every store in sight and racking up my step count.

I was genuinely near tears because I was so frustrated, but one employee got me back to normal levels of publicly acceptable human emotion.

When I walked into his store, my defeat and desperation were pretty evident. He immediately greeted me and diffused my stress with humor and a willingness to help. Although I ultimately didn’t find what I was looking for, I now know there’s at least one store I can go to where I feel comfortable asking for help. I’ve even recommended the store to my friends.

Customers are people too

So what was it about this interaction that stood out? His attitude. Even with no end sale in sight, he still devoted attention to me. Typically, I avoid asking employees for help because I don’t want to annoy them. But if I feel welcomed by a business, I’m far likelier to stick around. I also don’t want to become victim of the dreaded hover, where employees trail you around the store, oblivious to your disdain.

Treat your customers as individuals with a problem you are not only capable of solving, but that you’re more than happy to solve.

Pay close attention to what they’re saying. If they ask to explore on their own, don’t continue pushing a product or suggestions. But keep an eye on them and jump in if you sense they’re a bit lost.

Make sure you’re greeting your customers, but be genuine. You’ll just end up sounding like a jerk if you’re obviously faking it. If you struggle with difficult customers or coworkers, I suggest playing a game I created called Uncanny Valley. Try to be the nicest version of yourself as possible, even if you’re raging inside. When someone comes into your business, they don’t know what’s going on with you. However, it’s your job to be attentive to what’s going on in the customer’s world.

Customer service serves

I don’t take it too personally if an employee is impolite, but it certainly doesn’t make a good impression. Ultimately, your business can’t succeed without customers.

Customer-facing positions must delicately balance the needs of customers without being overly intrusive or neglectful. Pay attention to your customers, treat them as individuals, and be as genuine as possible for best results.

#Smile

Lindsay is an editor for The American Genius with a Communication Studies degree and English minor from Southwestern University. Lindsay is interested in social interactions across and through various media, particularly television, and will gladly hyper-analyze cartoons and comics with anyone, cats included.

Opinion Editorials

Ban cryptocurrency posts on Medium? How far is too far?

(EDITORIAL) With Facebook nixing all cryptocurrency ads, others ponder where else the hoaxes should be policed. But at some point, this all becomes censorship…

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cryptocurrency

I’ll be frank. I don’t understand the cryptocurrency industry, but I do understand content.

Ed Dunn believes that Medium should ban stories about cryptocurrency and initial coin offerings.

Facebook has just banned all ads about these things, whether the advertiser is a legal business or not. Some are calling this censorship, but I think it deserves a bigger discussion. Advertising is a much different animal than providing content on Medium.

What is Medium?

Medium is a private company that offers social journalism (read: it’s a blog platform). Amateurs and professionals are allowed to post on the platform, provided the content is within the terms and conditions.

Here are two pieces of the terms that I find relevant to this discussion:

(1) You’re responsible for the content you post. This means you assume all risks related to it, including someone else’s reliance on its accuracy, or claims relating to intellectual property or other legal rights.

(2) We can remove any content you post for any reason.

Medium makes it quite clear that they can and will censor your posts.

Generally, when I think of censorship, it relates to the government banning speech or public communication under the First Amendment. When the government attempts to suppress speech or communication, it is clearly against the law. This distinction is important in any discussion about censorship.

Medium is a private company, (as is Facebook, Twitter, etc.). Medium clearly has the right to remove any content, because that’s what the writer signed up for when they posted a piece. The question isn’t whether they can remove articles on cryptocurrency, but whether they should.

I firmly believe that platforms like Medium should have guidelines in place to prevent unethical hucksters from profiting. But on the other hand, how would that be practical? Who determines what is hype and what is mis-information? How does an algorithm account for an honest opinion versus someone who is using click bait to draw traffic?

If Medium bans all discussion on cryptocurrency, it effectively shuts down genuine writers who are working to understand and explain the market. The conversation shouldn’t be shut down, but there could be some kind of action taken to help the general public know what is legitimate and what isn’t (like a flagging mechanism other platforms already utilize).

This debate isn’t about a private company and how it deals with free speech. The conversation needs to start with how people can find authentic information in a world where anyone can say anything and have it shared in just a few seconds. It’s the loudest voices that get heard in platforms like Medium, Facebook, and Twitter, not the most reliable. In a Utopian world, that is how we would collectively enact change.

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Opinion Editorials

Sexist Doritos for ladies won’t hit shelves, PepsiCo’s response is baffling

(EDITORIAL) Doritos hinted at lady-friendly chips, the internet lost their minds, and we want to talk about the recent history for context (and their odd response to the whole thing).

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doritos ladies

If you’re not convinced that we live in a sexist society, take a look at some of the products that are totally unnecessarily marketed towards women and girls. Although still reinforcing an arbitrary gender binary, companies can be somewhat forgiven for aiming their marketing of sex-specific products, like tampons, towards women. (Not that tampon ads are unproblematic, and not that women are the only people managing menstrual blood — but that’s another article.)

It’s when they start pumping out pink versions of products that have absolutely nothing to do with what’s between your legs that our society’s totally whack notions of femininity are revealed. Take for example, hand tools. Even if you’re banking on the notion that women are, generally speaking, smaller than men, the usefulness of a teeny-tiny, pink-handled hammer for whacking anything larger than a thumbtack is questionable. And don’t get me started on Bic’s Pens for Her. As a literate, college-educated woman, I’ve always had such a hard time using pens to write, until now! – said no one, ever.

Here’s the latest: some genius bros at PepsiCo are getting ready to launch a “lady-friendly” chip. According to their “research,” a quieter, less messy chip is more appropriate for the fairer sex. Global chief executive Indra Nooyi told Freakonomics Radio, “Although women would love to crunch loudly, lick their fingers and pour crumbs from the bag into their mouths afterwards, they prefer not to do this in public.”

Lady-Doritos will be less crunchy (‘cause everyone wants a soggier chip, am I right?) and will come in a smaller, handbag-sized package. No word yet whether or not women will get a discount for the reduced volume, or whether we’ll still pay the same price as our male counterparts with their giant man-bags of extra crunchy chips.

In the midst of a massive, cross-industry callout of sexual misconduct towards women, women fighting for equal pay, a conservative political backlash against reproductive rights, these bogusly gendered not-so-crunchy snacks are hardly the most misogynistic thing happening in America right now.

Nonetheless, it’s important to point out that products like this are a result of, and contribute towards perpetuating, the same gender stereotypes that underlie these more serious problems.

When we make diminutive tools for women we are telling them: you are smaller, your work is smaller, and you can’t or don’t need to do the same kinds of work as men.

When we make “pens for her” we are telling women: you are not competent like a man, you need a special tool to do the most basic of tasks. And when we make foods for women that are “skinny,” “guilt-free,” or less-crunchy we are telling women: you should be ashamed to eat, because the thinness of your body and the daintiness of your manners is what’s important about you.

Nooyi’s comments are especially problematic, juxtaposing how women would like to behave with what kind of behavior is appropriate in public.

The idea that certain female behaviors are not appropriate in the public sphere has a long history of justifying sexist ideas and even laws. Women have had a long, hard fight to be able to participate equally in the public sphere, whether it be working, getting an education, or voting. Apparently women have to defy their designated role just to enjoy a crunchy snack outside of their own home. (By the way, in true feminist fashion, Texas National Organization for Women is hosting a women’s public chip picnic at the state Capitol later this month.)

After the internet lost their minds over this, PepsiCo told ABC News, “The reporting on a specific Doritos product for female consumers is inaccurate. We already have Doritos for women — they’re called Doritos, and they’re enjoyed by millions of people every day. At the same time, we know needs and preferences continue to evolve and we’re always looking for new ways to engage and delight our consumers.”

They say these chips will never hit shelves, they were just pondering product lines – their scrambling to rewrite history is confusing at best.

It’s enough to make a girl want to eat her feelings.

I could really go for a crunchy snack right about now. And I fully intend to lick all of the crumbs off of my fingertips – if I can find a brand that isn’t owned by PepsiCo.

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Opinion Editorials

Still no growth in the volume of VC-backed female entrepreneurs

(EDITORIAL) Although there is much ado about improving diversity in tech, the funding world may be all hat, no cattle, especially when it comes to female entrepreneurs.

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female entrepreneurs

When we look back at 2017, we may very well end up describing it as a watershed year for women in the workplace. Despite years of progress, women still have to put up with pay gaps, misogynist cultures, and sexually coercive environments to make a living. Even female entrepreneurs that are in charge.

But over the past year, more women than ever before are calling out these unfair practices. The #MeToo phenomenon has put a bright spotlight on the pervasive problem of sexual misconduct in the workplace, and Silicon Valley is finally being forced to reckon with its woman-hating frat bro culture.

Despite generous media attention to these efforts towards gender equality, it remains to be seen whether or not these conversations will create real change.

Zooming in our lens to startups and entrepreneurship, a stubborn plateau of investment in women-founded businesses indicates that all of the hullabaloo about sexism is nothing more than hand-wringing, leading, so far, to little real change.

TechCrunch has been tracking over 50,000 global companies to assess how women are doing when it comes to investment in startups. Of the 54,702 companies who received initial funding between 2009 and 2017 only 16 percent had at least one female founder.

Although this number nearly doubled between 2009, at 9 percent, and 2012, at 17 percent, this percentage has stabilized in the past five years, hovering between 16 and 17 percent.

Companies founded exclusively by men continue to raise about 85 percent of seed money, with mixed-gender teams taking around 11 to 13 percent, and companies founded exclusively by a woman or women receiving only 4 to 6 percent of seed funds. Women-owned companies have also received only 3 percent of total venture investment dollars since 2012. In the early-stage venture phase, women-founded companies who have received venture investments only receive $77 for every $100 that male-owned companies receive, echoing the gender pay gap across industries.

It’s time for the tech industry to put its money where its mouth is. All of this lip service to creating a more woman-friendly work environment is meaningless until women in leadership are supported with the same dollars as male founders and CEOs.

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