A part of my job involves responding to emails sent in from various forms of Karens. The e-mails range from the legitimate - "something bad happened and the person accountable is not addressing appropriately" - to the what is more often the case, "some minor inconvenience happened and I can't be bothered to talk to the person who could actually influence or change the situation."
Which I generally read as "the internet has made me too lazy to solve my own adult problems."
As we propel ourselves faster into the interconnected, digital world, it is concerning that we continue to lose the interpersonal skills to navigate the world around us. That's a broad generalization; however, as an American, as an entrepreneur, as a capitalist, it is increasingly concerning that we push ourselves farther and farther away from the simple conversations and exchanges that would move our society forward.
Side Bar - I'm educating myself on the inequity between the races and the impact of systemic racism on our economy and the disenfranchising of individuals of color. So there's a big caveat there recognizing that not all socio-economic groups are on equal footing. We all have work to do to find our footing and way forward there.
Back to "Karen" - Guess what my parents would do if they didn't agree with a business, or had a bad experience with either the service or quality? They wouldn't shop there. That's how capitalism works. The consumer has the power - and the responsibility - to be informed and to SPEND MONEY in businesses that were worthwhile and delivered quality in their product and service.
Entitlement works by leaving everyone feeling that if they don't like the way they feel, someone else has to solve it for them. So they send an e-mail to the corporate office; an entry level service representative nods and forwards the note to the unlucky lower, mid-level manager who attempts to connect with Karen - who, since she wasn't invested in the actual solution of the problem in the first place and just wanted to complain, will dodge phone calls and not respond to emails - but if and when they do connect, a 9 minute conversation will ensue in which Karen explains the situation - and there will be merit to the compliant - concluding with "what are you going to do to fix it?"
Yes, there will be merit to the complaint. Yes, follow-up will be required. Yes, feedback is a gift and an opportunity to effectively address the situation to prevent future disengagement of customers and missteps.
Nonetheless, if you follow the trend of these service complaints, they are increasingly about the very nature of the business or the fundamental offering, or a situation that could be resolved by having a conversation with the person who is actually in charge of the situation.
I'm not a religious zealot. I'm not a loud spoken activist for anything...really, but I don't understand why anyone's opinion is everyone's problem.
- If you don't like Chick-Fil-A's christian ideology - don't eat there!
- If you don't like the insanely high tuition at your price childcare provider - don't send your kids there!
- If you can't afford a new car every two years - consider leasing or drive something older!
These are not societal problems. They are individual accountability and maturity problems. We are an immature group of idiots masquerading around as responsible adults.
Which I generally read as "the internet has made me too lazy to solve my own adult problems."
As we propel ourselves faster into the interconnected, digital world, it is concerning that we continue to lose the interpersonal skills to navigate the world around us. That's a broad generalization; however, as an American, as an entrepreneur, as a capitalist, it is increasingly concerning that we push ourselves farther and farther away from the simple conversations and exchanges that would move our society forward.
Side Bar - I'm educating myself on the inequity between the races and the impact of systemic racism on our economy and the disenfranchising of individuals of color. So there's a big caveat there recognizing that not all socio-economic groups are on equal footing. We all have work to do to find our footing and way forward there.
Back to "Karen" - Guess what my parents would do if they didn't agree with a business, or had a bad experience with either the service or quality? They wouldn't shop there. That's how capitalism works. The consumer has the power - and the responsibility - to be informed and to SPEND MONEY in businesses that were worthwhile and delivered quality in their product and service.
Entitlement works by leaving everyone feeling that if they don't like the way they feel, someone else has to solve it for them. So they send an e-mail to the corporate office; an entry level service representative nods and forwards the note to the unlucky lower, mid-level manager who attempts to connect with Karen - who, since she wasn't invested in the actual solution of the problem in the first place and just wanted to complain, will dodge phone calls and not respond to emails - but if and when they do connect, a 9 minute conversation will ensue in which Karen explains the situation - and there will be merit to the compliant - concluding with "what are you going to do to fix it?"
Yes, there will be merit to the complaint. Yes, follow-up will be required. Yes, feedback is a gift and an opportunity to effectively address the situation to prevent future disengagement of customers and missteps.
Nonetheless, if you follow the trend of these service complaints, they are increasingly about the very nature of the business or the fundamental offering, or a situation that could be resolved by having a conversation with the person who is actually in charge of the situation.
I'm not a religious zealot. I'm not a loud spoken activist for anything...really, but I don't understand why anyone's opinion is everyone's problem.
- If you don't like Chick-Fil-A's christian ideology - don't eat there!
- If you don't like the insanely high tuition at your price childcare provider - don't send your kids there!
- If you can't afford a new car every two years - consider leasing or drive something older!
These are not societal problems. They are individual accountability and maturity problems. We are an immature group of idiots masquerading around as responsible adults.
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