MarkLives.com by Megan Power (@Power_Report) Suggesting that only Karens call for the manager focuses attention on the complainant instead of the unjust policy or service failing Soon after South Africa’s covid-19 lockdown started to bite a financial provider I’d relied on for many years dropped a bombshell There’d been an “oversight” in some paperwork finalised by the company a few years back It turned out that the person in charge had unfortunately “missed something” It took me the better part of 30 minutes to get that person to admit it The flippancy and refusal to take responsibility was galling; the exchange that followed was fraught known as the “Can I speak to a manager” haircut Karen is essentially that clichéd “difficult customer” who tears strips off the coffee shop barista for “disrespecting her choices” by using full-fat milk instead of the requested skim in her latte when she finds a stray hair (likely her own) in a takeaway pizza box Some say the Karen persona has neither race nor gender and describes more a type of inappropriate behaviour or attitude. However, Karen is widely considered to be white, female — and racist. Recently, she’s even become a covid-19 meme used to mock women in the US who’re opposed to social distancing for various reasons it’s a trope that’s gained traction over the years and seems here to stay If it goes some way to expose rude and entitled bigots But if there’s a chance that it could unwittingly prevent people from standing up to harmful consumer practices or shoddy treatment — because that seems like a Karen thing to do — that would be a real pity I probably have more skin in the game than most. I spent six long years as a consumer columnist, using our fairly young but far-reaching Consumer Protection Act to empower ordinary people to understand their rights and call out business when they were undermined working with consumer lawyers grappling with ambiguity in the largely untested legislation I work with customer-facing businesses (from insurers to cellphone providers healthcare to education) to identify gaps and overcome obstacles in their processes and services A basic but essential part of customer journey testing involves assessing why and when someone asks for a manager — and what follows when they do may conflate what they should be doing as active consumers (which includes escalating issues when things go awry) with being a toxic Karen The “Can I speak to the manager” tag risks sending a message that challenging organisations which fail to provide good safe products and services is somehow not appropriate The outcome could be that consumers who’re short-changed treated with contempt or exploited will walk away While everyone’s better off not witnessing shopper meltdowns every time a queue’s longer than five people I’d certainly rather the unscrupulous cellphone-shop salesperson who misled the pensioner widow into signing a R3000 a month contract didn’t get away with it Or the unethical store manager who refused to refund a student’s dangerously defective gas heater Or the smirking waiter who body-shamed a man battling to fit comfortably into a restaurant booth Suggesting that only Karens call for the manager focuses attention on the complainant If calling a manager to voice a grievance is perceived as hysterical and something only horrible people do consumers who need to escalate a complaint but are now uncomfortable doing so It unfairly restricts consumer redress; forcing them into conflict with employees It conveniently shields middle management and executives from criticism and accountability It’s tempting as well for lazy or disingenuous organisations to use the meme as a tool to justify the dismissal of well-placed consumer indignation I don’t think it’s safe to assume that everyone in the audience recognises the difference between the haughtiness that informs Karen’s demand to see a manager and the exasperation that pushes an embattled consumer to call for the ear of someone senior Understanding the distinction requires context usually not the strongest features of social media echo chambers I also see the millions — silent and nameless — whose rights continue to be systemically trampled on by corporates and businesses which have no shame It’s precisely why consumer activism and advocacy work remains so important: the vast majority of consumers in SA These are consumers who refuse to be victims of corporate greed at a time when communities are at their most vulnerable Anyone whose thoughtful and considered actions could lead to a fairer deal for consumers should take the opportunity whenever they see it Not only for themselves but for those not yet able Price-gouging link updated at 12.39pm on 7 July 2020 Opinion pieces/guest columns must be exclusive