Charlotte Shields-Rossi | a&e editor

I felt a bit sluggish last week, so I decided to order Starbucks. I went on the app and ordered a Peppermint Mocha (in the name of holiday cheer). The app took my money and then proceeded to tell me my drink would be ready in 50 minutes. I didn’t have time for that so I sadly had to abandon my drink. I called the customer service line in the hopes of getting my money back. I talked to a very nice woman and got my refund. That same Starbucks has also made my drink wrong numerous times. I always politely ask them to fix it (the moral of the story is that I need to stop going there).

I don’t pull out the “let me speak to your manager,” but I can name dozens of times I have asked for a refund or called a customer service line. Is that so wrong? I tip well at restaurants, always saying “please” and “thank you.” I like to think I’m a pretty good customer, but I also expect to get what I paid for. I never raise my voice (well maybe one time at the car repair shop, but that was completely justified) or blame the employee (it’s either a simple mistake or not their fault, except for that time at the car repair shop). I’m not evil, but I am my own advocate.

Does that make me a Karen? I don’t know. The term Karen has different definitions to many people. The original term was used to reference a woman that was entitled, rude and often racist, with the classic haircut and signature catchphrase “let me speak to your manager.” The definition has expanded over time, and now it is simply a term describing a woman that complains in public (justified or not). If it’s the latter, sure I’m a Karen.

I work in customer service and have met many Karens (gender neutral). I have divided them into two factions. The first (and worst) Karen is the rude and wrong archetype. This Karen defies the “customer is always right” motto, and they are extremely disrespectful. I have never seen a rude Karen be in the right.

The second (and best) Karen is the justified and kind archetype, or as I like to call it an “ethical Karen.” This type of Karen will politely stand up for themselves when a mistake is made.

As a service worker, I appreciate an ethical Karen. Service workers, like everyone, make mistakes, and it is perfectly okay to point that out in a kind way. I’m an ethical Karen and see no problem with it. In fact I’m proud of it. I know a lot of people that have a hard time advocating for themselves, afraid to ask the waiter for ketchup because it’s an “inconvenience” to them. Standing up for myself is a skill I wear like a badge of honor. Remember that it is not a crime for service workers to make a mistake, but it’s also not a crime for people to stand up for themselves.

Charlotte Shields-Rossi can be reached at shieldsrossic@duq.edu