There’s a right way and a wrong way.
Last week, I suffered a computer crash. All my files were backed up, so it wasn’t a disaster, just a bummer. But it could have been an even bigger bummer without my new friends Jason, Brandon and Joel.
After trying to reset the machine myself, I headed to the Apple store. When they check you in, you don’t take a number. The greeter uses an iPad to check you in, jotting down some details of your appearance so the clerks can find you in the crowded store. I didn’t see what the greeter wrote down, but it was probably something like, “Middle-aged mom hugging her mac like a baby. Looks clueless.” I braced myself for a guy half my age to mansplain my computer to me.
It never happened.
A tech named Jason was working on several computers at once at the “genius bar.” He listened patiently when I told him what was wrong with my mac, never interrupting me. His body language was relaxed, interested, even though I’m sure he hears the same thing all day long. He tried, unsuccessfully, to reinstall my operating system. He couldn’t figure out why it didn’t install, but he never acted like that was my fault or my problem to solve. (I’ve had that experience before. Yuck.) I peppered him with questions and he answered all of them, talking me through the problem without talking down to me.
He ultimately had to give up and turn my machine over to an even younger guy named Brandon. Brandon had a solution. I could either go to the earlier version of the OS, which would work fine, or get a new hard drive and use the current OS. We discussed price and time to service, and I decided to go to Best Buy for a new hard drive, since it would be cheaper and faster than going through Apple. Brandon thought that was a great idea and sent me on my way. He didn’t try to talk me into staying in the Apple family. He didn’t try to scare me into using their higher-priced services. He knew I could be trusted to do what was best for my own computer.
The next day, I went to Best Buy. I haven’t visited the Geek Squad in several years and my last experience wasn’t a great one. So my hackles were already up when I approached the counter. I was sure the Jack Black lookalike was going to treat me like an idiot.
It never happened.
Jack Black’s real name turned out to be Joel, and not only did he not talk down to me, he did the opposite. He empowered me. He said he couldn’t install a hard drive on my mac, but I could certainly do it myself. When I looked doubtful he said, “There are videos on YouTube. You’ll just need a phillips screwdriver and a star-shaped one. You have those, right?” (Bonus points to Joel for assuming I have tools.) He gave me his number to call if I had any trouble, but he assured me I wouldn’t. “You can do this!”
Swapping out the hard drive was as easy as Joel said it was and so was reinstalling my OS and my backed-up files. (Always back up your files, kids!) And even though it was so easy a cat could do it, I’m still super proud of myself for accomplishing it.
And I’m proud of my new pals Jason, Brandon, and Joel for treating me as though I could.
Now, I’m not saying that sexism is solved simply because I had one good experience. In fact, a different man called me “sweetie” the day before and someone else talked over me the day after. And of course, there was the weird guy at the con last month. But I have hope. Somewhere along the line, these three young men were taught a better way. A mom, a wife, or (or more likely) a female boss clued them in.
Now let’s hope they clue in others.
About the Author: Alex Kourvo is a freelance editor who works on a macbook with a newly installed hard drive.