Connect with us

Opinion Editorials

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.

Published

on

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.

bar
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

If Reddit goes IPO, will it have to shed its soul?

(EDITORIAL) Reddit is known as a firebrand, a bastion of free speech, but if they go public, will they be able to remain as they are now?

Published

on

reddit

Reddit, the eighth-most popular website on the Internet, is reportedly considering an IPO. As a site valued at over 1.8 billion dollars, this is great news for the company itself – but how much of Reddit will remain if the IPO goes through?

Reddit’s history is steeped in controversy, from minor incidents such as invasion of privacy and a few creepily quirky community members to allegations of child pornography and egregious hate speech. While Reddit’s policy has allowed it to tighten posting restrictions regarding the latter two, the fact remains that Reddit – for all its usefulness – is viewed by many as a ticking time bomb.

An IPO would certainly lend back to Reddit a degree of credibility not seen since its inception, but the problem is that Reddit itself (the haven of free speech and original content that made it so popular in the first place) might not survive the offering. Given the platform’s controversial past, many believe it likely that stakeholders would move to tighten further the restrictions on the platform, ultimately ending a significant era in Reddit’s history.

Admittedly, Reddit has come a long way since its early days of supporting user-created content regardless of persuasion: this past year saw entire subreddits shut down for violating the terms of use regarding hate speech, and the platform certainly has cracked down on illegal and abusive content. Unfortunately, the history might be too much to shake off going forward, which is why we think that Reddit’s branding won’t be a part of the final IPO.

The platform’s developers’ dedication to free speech and truth-seeking is what makes Reddit so fantastic, and that’s not liable to change – it’s the most marketable aspect of the site, after all – but perhaps the rationale behind going public lies in a sense of duty rather than routine. 2017 has seen some of the most reprehensible instances of false reporting and deliberate misguidance in recent history; maybe Reddit’s team feels that they can provide a stable news platform at the cost of some personality.

At any rate, the IPO itself isn’t set in stone, and is unlikely to take place for quite some time. As the situation develops, it will be interesting to see if Reddit embraces its past, or sheds it altogether.

Continue Reading

Opinion Editorials

‘Follow your passion and the money will follow’ is bulls**t advice

(EDITORIAL) Following your passion can create success, though it may not be financial. So should you really just “do what you love” and hope for the best?

Published

on

follow your passion

If you asked anyone who knows me, they would tell you that I’m a strong advocate for people following their passion. However, when I encourage people to pursue their dreams, this comes with a big asterisk.

I recently heard someone use a phrase along the lines of, “if you do what you love, the money will follow.” Um… no.

While it’s great that you’ve found something you’re passionate about, that’s only a trillionth of the battle. You need to be willing to work your ass off and be willing to sacrifice everything in order to make that enthusiasm into a success.

Most people that have started their own business will tell you that it took a while into the process to begin paying themselves. Again, if it truly is your passion, this is all worth it in the end. But if you like food and shelter, it might not be.

Say, for example, your passion is acting and your goal in life is to become a famous movie star. Now, you can’t pull a Tobias Funke and simply say, “I’m an actor” and then expect everything to miraculously fall into place.

Like any other passion, you need to invest in yourself. You’ll need to get headshots, take acting classes, and find a flexible day job that allows you to go on auditions. Cutting corners on any of this in order to expedite the process or save a few bucks will end up hurting you in the long run.

For the sake of this article, let’s define “passion” as loving something so much you couldn’t imagine doing anything else… you would even do it for free. And, as there is no correlation between having passion for something and money, you just might.

While doing what you love is admirable, be aware that it may take an incredibly long time to see results in the form of numbers. Because of this, it’s wise to always have a back up plan to support yourself financially and pursue passion with a strong business plan in tact.

It is never wrong to want to follow your passion. I personally think that everyone should give it at least something of a shot during the course of their career so that you never ask “what if?” But following passion because you read a cliche statement can lead to major financial and emotional losses, so put on your business hat before blindly chasing dreams.

Continue Reading

Opinion Editorials

Tech CEO tweet ruins years of a young designer’s hard work

(EDITORIAL) With a tweet here and there, thoughtless questions have potentially bullied a young Asian woman in tech out of her career.

Published

on

naomi wu tweet

It’s hard enough for women, particularly women of color, to make it in the world of tech, without rude jerks questioning if you literally exist.

Sadly, that’s what happened to Naomi Wu, also known as “SexyCyborg,” a 23-year old cyberpunk superstar from Shenzhen, China who has amassed a huge following for her 3D printing experiments and other techie pursuits. Wu has 140,000 followers and millions of views for her YouTube channel, where she shows off her experiments and provides educational tutorials.

Unfortunately, some rude dudes from America can’t seem to imagine that a young Asian woman is capable of the feats that Wu has accomplished.

Dale Dougherty, CEO of the DIY magazine Maker (and an official schmuck), has cyberbullied Wu so badly that it is said to have damaged her career. He tweeted, “I am questioning who she really is. Naomi is a persona, not a real person. She is several or many people.”

This despite the fact that Wu says that she has actually spoken to Dougherty, and that he knows she is real. “For Westerners who don’t understand the important of reputation in China it seems like a very minor thing,” says Wu, “it is everything here and there’s no repairing this.”

Wu has even lost a sponsorship deal from a 3D printer company over the accusations that she isn’t who she says she is.

Dougherty eventually apologized, but Wu says that “the damage had been done” at that point, and that Dougherty knew the accusations would be “devastating” to her “reputation and professional prospects.”

Wu says that the attack is motivated by white male entitlement to tech spaces.

She says that she can’t imagine Dougherty attacking “a white lady from San Francisco.” Wu has been an advocate for diversity in tech and maker spaces. “I kept pushing for more inclusion – not just me, other underrepresented people,” she says. “They didn’t like being pushed. This is payback.”

We stand behind Wu as she continues to push the edge in tech spaces, and say shame on you to bullies who won’t make space for women and racial minorities. Sorry you’re not as cool as SexyCyborg, but that’s on you and you need to get over it.

Continue Reading
Advertisement

The
American Genius
News neatly in your inbox

Join thousands of AG fans and SUBSCRIBE to get business and tech news updates, breaking stories, and MORE!

Emerging Stories