Category Issue 74

Point 74: Responding to Negative Criticism Online – Courtney Jane Maxwell

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Courtney Jane MaxwellCourtney Jane Maxwell
Saint Sabrina’s

The internet has become such an integral part of our marketing, allowing our clients to leave feedback about our service. Sooner or later, we all encounter one of the least fun parts of the piercing gig: dealing with a bad review or negative feedback/criticism on our social media. These reviews can be true, false, simple misunderstandings, and everything in between. Some will be incredibly easy to deal with or even ignore, “they wouldn’t pierce me because I was drunk—how rude!” Others can make you and/or your studio look bad, especially if you do not take the opportunity to reply.

On many review websites, you can reply publicly to the original poster. When responding to negative feedback publicly, the first thing to consider is that this response is therefore not only for the original poster, but for the public who may be reading later. It then becomes wise to consider both perspectives (the current client as well as future ones) when writing your replies; your response doubles as a chance to show the public how you handle business. Do you handle complaints with integrity? What kind of customer service do you give? Do you keep your cool when people are being unruly? What type of policies do you have, and why? Your response is a reflection of your business, and it can have a dramatic impact on how readers perceive the negative review itself.

When deciding how to respond, having a solid idea of how you want to present yourself/your studio to the public is extremely beneficial. Using your company’s mission statement as a guideline for this will point you in the right direction. It can also serve as something to refer back to if you are unsure what the tone of your reply should be. It also keeps you from kicking yourself later. Having a well laid out plan from the beginning makes it much easier to navigate the trickier situations in business. Embarrassing online interactions from the past have a way of sticking around, so it’s always good to think about potential readers to see how any online interactions may come back to haunt you. There are many different ways to run a piercing studio and handle clients, but consistency in how you handle difficult online situations will be much more beneficial long term than playing into the negative spiral that internet arguments can create.Star rating clipart

Once you have read a critical or negative review, take some time to process what was said. There are a lot of things to consider, and jumping to reply quickly can lead to an overly emotional response. Here are some things to keep in mind:

  • Criticisms can often be dramatizations; it is habit for many people to play up a story in their favor. The perspective from the critic can make this “version” of the story seem like it is accurate. On the other hand, sometimes people are just angry and really do try to spin a situation in a spiteful way. As with any conflict, accepting the way people may think and express themselves is important in allowing you to understand the situation. You can’t change people or how they choose to express themselves, and getting angry at the way they react is a waste of time. In the end it is counter-productive to your goals. Attempting to understand them better may allow you to handle the situation more effectively.
  • Think like the client. Walk yourself through the details of their criticism and genuinely try to consider how the experience may have unfolded from their perspective.
  • Never reply without getting the full story! Speak directly with any staff members involved in the situation that led to the criticism. Also be prepared to consider that your staff/co-workers are just as human as clients. Their perspectives may create some bias in the situation as well, even if they are trying to avoid that.
  • Don’t assume that the customer is always right, OR that the customer is always wrong. Keep an open mind and remember to see past the presentation and look for the content of the complaint.
  • Don’t make the mistake of invalidating someone’s experience; it’s a sure fire way to offend people. No matter how inappropriately someone may react, telling them “your feelings aren’t real” is not going to get you anywhere you want to go.

For example: “We are really sorry if our policy about handling jewelry made you feel singled out. We have policies in place specifically to keep the shop as clean as possible for ourselves and our visitors. It may seem a little odd at first, but we like to take every precaution when it comes to our clients safety!“ Rather than, “our counter person wasn’t being rude. He was just doing his job.”

  • Don’t call someone a liar, even if it seems like they are lying. It makes people furious, and if somehow you are wrong, it makes you look extremely unprofessional. If you have solid evidence that what they are saying isn’t true, present the evidence and ask if perhaps there was some confusion. Giving people the benefit of the doubt is often the only way to “win” in this situation. If you think it’s pertinent to make it clear that something isn’t true, stating it in a way that doesn’t direct the statement at the client is a really great way to get the point across while still sounding professional.

For example: “We have a very strict policy that nobody gets pierced without doing paperwork,” rather than, “There is no way you got pierced here without doing paperwork.”

  • Remember not to disclose information about your client and/or their visit that should be considered private. Even if there are no legal repercussions, it will make potential clients reading it very uneasy to think that you could be provoked into sharing their personal information where the public can see. If details of this nature are necessary, it may be appropriate to reply publicly that, out of respect for the client’s privacy, you would prefer to contact them directly to discuss the matter. It assures that onlookers won’t think that you simply ignored the situation.

In the end if communication like this isn’t your strong suit, I suggest taking time to read other people’s reviews. Check out reviews from people who you respect and shops whose business approach you admire. Then read reviews from random other studios as well; finding examples of what you don’t like can be just as helpful. When you find ones you like, analyze what you like about them and consider why you think it was an effective response. You won’t have the benefit of knowing the entire story behind the situation, but it’s still a very helpful way to prepare yourself and get an idea for how you want to handle that type of situation. I also suggest looking for places where the original poster can publicly reply to the person’s responses. It’s good to see how clients react to these responses, as it can give you clues on which approaches work best for the type of results you would like to see in a particular type of interaction.

Developing a good method for handling negativity online is an incredibly valuable skill in our profession, although it can be a challenge. While this subject could easily become an entire novel, the points highlighted here are intended to help steer you towards better results when managing online reviews. Here’s to not having to use these skills too often!

Point 74: Communicating Effectively in the Digital Age – Miro Hernandez

2 Comments read Issue 74, Social Media & Safe Piercing
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Miro Hernandez headshotMiro Hernandez
APP Public Relations Director

With the advent of the internet and World Wide Web, times are quickly changing for all. You literally have easy access to the entire world at your fingertips. Long gone are the days of AOL and slow dial-up connections. In fact you don’t even need a computer or a laptop to access your email or the World Wide Web, and it is no longer necessary to hear the screeches and squeals from your modem just to find out “you’ve got mail.” It is all right at your fingertips on your nearest smart device. As the landscape of the World Wide Web started taking shape, turning to the internet for all your questions and needs quickly became the new norm. “Just Google it” is now the answer to any question that is posed and the internet is full of plenty of answers, both good and bad.

Along with the rise of the internet, new and different platforms have risen as a means for businesses to promote themselves. Shelling out hundreds of dollars for an ad in the YellowPages is no longer necessary when you can get free promotion through the internet. When an individual is seeking an establishment that offers a specific type of service, websites like Google, Yelp, and Facebook seem to be their first stop. Do a great job and offer the highest quality of service and people are quick to sing your praises, loud and proud, through digital reviews. However, along with the good comes the bad. If they are quick to be loud and proud with a review of an exceptional service, they’ll be even quicker and louder when the service that is offered does not meet their expectations. Having a strong social media presence has the power to either make or break businesses these days. In the case of a negative review, it is essential to be prepared to respond politely and professionally. You may be faced with a firestorm on social media, lashing out based on an inappropriate comment. Understanding the tool you are using is imperative to the integrity of your business.

First and foremost, it is absolutely imperative to understand, that once it goes out into the World Wide Web, it has been put out for all eyes to see and will become a permanent part of the recorded history, even if you delete it. The most common fallacy that I see and hear repeatedly is “but it’s my personal page. I’m free to do as I please with it.” While this is technically true, personal page or not, there is no disclaimer to let viewers know this. It is not shrouded by a safety web or warnings. By using your “personal” page as a means to promote yourself and your business, you are providing your viewers with a direct reflection of who you are and the nature of your business. In essence, the internet has made us our own bosses and masters of our own domain.

A perfect example of your personal page not being so personal and the rather serious ramifications that can result is the infamous screencap. How many times have you witnessed, in a public or private forum, a screencap of an image taken from a “personal” page or a “private” forum, used against someone maliciously? Not so personal or private anymore, huh?

Many of us, at one point or another in our life, have been told there are three things that you don’t talk about: religion, politics, and money. While this may not hold as much weight these days as in days of yore, there is still something to be taken from this. Personally, I think that freedom of speech is a wonderful thing, and having the privilege and ability to speak on topics that we are passionate about is what defines us. That being said, there is absolutely a time and place for this to happen, and a social media outlet used to promote a business is not the place to do so.

These days, we live in a society where people are very easily offended and feelings can get hurt. I’m a firm believer that the greatest thing the internet has given us is “butt-hurt”. That “friend” you thought was really cool and understood “where you’re coming from” may take offense to your thoughts and feelings on a particular topic that you may have felt was a non-issue. Not only have you lost a friend, but that person could’ve been your biggest supporter. The person that was initially quick to sing your praises is now telling the world how horrible of a person you are and telling others to no longer frequent your establishment, possibly over something as benign as not seeing eye to eye on whether New York style pizza is better than Chicago style pizza. Simple rule of thumb: if the topic has potential to offend and you can’t handle yourself in a manner that goes hand in hand with how you want your business to be perceived, don’t post it.

In Don Miguel Ruiz’s bestseller, The Four Agreements, one of the agreements was “be impeccable with your word.” While the meaning of this can be open to interpretation, I will apply it in a manner that is in line with what has been brought up thus far. When we are communicating with individuals directly in person (verbal communication), there are many things we can pick up on indirectly through the individual’s nonverbal communication: body language, eye contact, voice inflection, pause and timing, etc. The phrase “you’re not saying anything, but you’re telling me everything” will always come to mind when I think of the importance of nonverbal communication. At this point, if you haven’t caught on yet, you’re probably asking yourself what this has to do with internet etiquette and being impeccable with your word. It has absolutely everything to do with it! These nonverbal identifiers can not be translated through text on a screen. An individual reading your words and seeing your emojis has to infer the tone of the message you are trying to convey. It can be difficult to distinguish whether you are being serious, malicious, sarcastic, or genuinely concerned. The overall message is often left open and subject to interpretation by whomever’s eyes are reading it. This is where it is of utter importance to be clear and concise with the point you are trying to make; in other words, be impeccable with your word.

While I make no claims to be an expert in the field of internet communication, this is all based off of my personal observations and thoughts on the subject matter. My background is in speech communications with an emphasis on interpersonal communication. So naturally, communication, and the lack thereof, is something that I feel very strongly about. If you are touting and claiming yourself to be a professional, do so in a manner that is according to and in line with your claims in all aspects of your life, even the internet. Some people may say that the internet is not real life and should therefore not be taken too seriously. However, when it has the potential to impact your way of life, the internet should absolutely be taken seriously.

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Point 74: Our Industry Mourns; A Memorial to Mark

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Ryan Ouellette headshotRyan Ouellette
Precision Body Arts

Live long and prosper
Live long and prosper

 

 

Mark Siekierski on titanium: ‘Gold is not an upgrade from titanium. Titanium cannot be upgraded; it is its own upgrade. That last part makes no sense, but titanium cares not what the Homo sapiens brain can or cannot comprehend. Titanium is named after the Elder Gods of Greece, the Titans. TITANIUM HAS A HIGH STRENGTH TO WEIGHT RATIO. You can make a jet fighter with titanium; a jet fighter made of gold would be soft, heavy, and wouldn’t fly.’

Writing something like this is never easy. How can you really express your memories and feelings for someone with a few lines of text?

Mark Siekierski is someone we have all been impacted by in this industry. Not all of us talked to him in person, or even on the phone, but he left his fingerprint on our industry every day through his hard work and dedication.

The Siekierski family has been making body jewelry for this industry since the Gauntlet days; today most people would know their product by the name NeoMetal. I can’t remember exactly when I started ordering jewelry from NeoMetal, but my guess would be the early 2000s. That was a time when a substantial order for me was $200, rather than $2,000. I would call the NeoMetal line with so many questions that a very nice woman named Sue would hand the phone off to her much more patient son, Mark. After a few months of “NeoMetal, this is Mark” I became accustomed to hearing his voice when I called.

Mark Siekierski and Ryan Ouellette
Mark Siekierski and Ryan Ouellette

Over the years of the occasional chat after an order or stopping by his booth during the Expo I’d say we became friends. I’m very comfortable with nerd culture, and Mark certainly would fall into that classification. He would give me that wry smirk and force me to give him a split finger Spock-esque high five. At a conference full of 1,000 people being “cool”, it was refreshing to have someone more interested in teaching me the Dothraki language (yeah, from Game of Thrones) than in hitting the bar.

He always had such a calm demeanor. It was like he was researching us so he could write a book someday. He was quiet and composed, but was always quick to crack a sarcastic joke if the right person came within ear shot. He liked to tease piercers by giving them a heads up about a new color or line being released soon. Mark had a gift for giving just enough information to get them interested; just a taste, but never enough. It was easy to get frustrated at how well he could keep a secret until the next Conference, when you would finally get a peek at what NeoMetal was working on.

He really cared about our industry. One thing that always stuck out in my memory was how he seemed to have a photographic memory for any shop anywhere in the world using their jewelry. Someone would come up to the NeoMetal table and say “Hi, I’m from X shop” and he would immediately know the city and start calling them by name. He never talked down to anyone or shrugged anyone off. If they bought one piece or one thousand he was appreciative that someone out there in the world cared enough about what his family was making and wanted to offer it to their clients. At a conference where companies have huge flashy booths fifty feet long, it was really endearing to see Mark and his brother-in-law, John, standing behind one small table, enthusiastically showing off every piece of threadless jewelry they make.img218

When NeoMetal started vending at the BMXnet Conference, it was Mark who went to Germany to showcase their line. It was great seeing him interact with piercers in that kind of environment. People who only got to see threadless jewelry online had the opportunity to meet someone from the company and have every facet of their line explained to them. Seeing piercers carrying away their first NeoMetal starter pack always put a big smile on Mark’s face. Not because of potential income, as I’m sure most regular customers know NeoMetal has grown so fast they sometimes struggle to keep up with demand. Mark was happy because he took pride in the respect his family’s company has earned worldwide.

At the end of the day he would want to sneak out to a quiet dinner with a few friends, rather than party with the throngs. I was fortunate enough to share a few meals with him and it never felt like I was being wined and dined by someone trying to make a sale. It was just dinner with a friend. No industry talk, just Star Trek or video games or whatever came up. I feel like I’m rambling. Like I said, it is hard to make a salient point when you’re emotional.

APP Prom 2015
Sarah Morgan with Mark Siekierski at APP Prom 2015

Over the coming weeks and months be patient with NeoMetal. I know we all stress out over wait times; we stress out when we don’t have the post size we need. At the end of the day just remember what is really important to you, and know what it really means to not have something, or someone, around when it really matters. Every time you bend that pin for tension, every time you snap an end piece into place, remember Mark. Because he remembered every one of us like we were his family too.

Point 74: President’s Corner – Brian Skellie

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Brian Skellie working with asepsis

Brian Skellie headshot at 2014 APP conference by April BerardiBrian Skellie
APP President

Technology for infection prevention:

Why the introduction of more technological advances help to reduce cross contamination risks

The benefits of thousands of years of advancements in infection control are applied and built upon daily: a brief history of sterilization.

Charles Chamberland’s Autoclave (1880), the first steam sterilizer
Chamberland’s Autoclave (1880), the first steam sterilizer
Denis Papin’s digester (1680), the first pressure cooker.
Papin’s digester (1680), the first pressure cooker.

Chamberland’s Autoclave (1880), the first steam sterilizer patterned after Papin’s digester (1680), the first pressure cooker.

Asepsis is the most effective technological advancement for a purposeful reduction of microbes to an irreducible minimum. This begins with policy and training, and follows through with checklists, review, and reminders for implementation.

Primum non nocere = above all else we should do no harm.

Antonj van Leeuwenhoek’s microscope (1683)
Antonj van Leeuwenhoek’s microscope (1683)

Physics was the first step in decontamination, using thermal energy: fire and the effects of the sun. Advances have been made in E-beam and radiation, both ionizing and non-ionizing, for sterilization. As a result, new equipment and supplies are now available providing an almost infinite sterilization shelf life. Part of what was found useful from the sun, apart from drying, was the power of short wavelength ultraviolet light to disrupt the DNA of cells. This has been harnessed for disinfection of exposed environmental surfaces, air, and water, but this form of sterilization is not appropriate for initial piercing jewelry. Further study of properties of the sun have resulted in functional plasma etching and cleaning processes and H2O2 gas plasma sterilization. At some point, gadgets for disinfection of procedure rooms such as UV-C robots and hydrogen peroxide (H2O2) vapor foggers may have an application in scale for our trade.

Joseph Lister’s antiseptic sprayer (1867)
Joseph Lister’s antiseptic sprayer (1867)

Chemistry was the next big step in the fight against preventable iatrogenic infection with germicides, from chlorine solutions and carbolic acid to EO gas. Recognizing the potential for stopping infection transmission during procedures by thoroughly cleaning the worker’s hands and the subject site with a germicidal product was an enormous step that has become part of our established thinking. Materials themselves can be used to leverage the natural properties of copper (Cu+) and silver (Ag) that make touch and transfer surfaces inhospitable to microbes, and other embedded compounds have been developed for similar purposes. Some even work with nanotech surface treatments.

Instrument cleaning technology is constantly improving on the basic two fronts of physical action and chemical reaction. Advancements in products safe for the worker and environmentally friendly have brought forth alkaline or enzymatic detergent, or peracetic acid options.

surgical tools from the late 1800s
outmoded surgical equipment from the late 1800s

Consumables have long been a source of worker and client protection and potential oversight. Gloves and other Personal Protective Equipment (PPE) do create a barrier when used correctly, but do not take the place of adequate hand hygiene and application of asepsis. For further protection against exposure to environmental hazards, wearable vapor detectors can be used to alert the worker of chemical hazards from cleaning and disinfecting products. Essential detectors for sterilization or cleaning parameters should be used for validation of each process. Test Soils with protein detection for washing instruments, even manual cleaning should be tested, and Chemical and regular Biological Indicators for sterilization loads.

Cleaning appliances have made validation tests easier and more repeatable, with the availability of small automated instrument washers and medical and dental ultrasonic cleaners. Our last line of defense against cross contamination comes from our environmental air quality, which can be improved with air cleaners equipped with HEPA filtration and UV, thermal or plasma disinfection, and floor scrubbers to vacuum up the dust, wash and dry the floor automatically and robotically.

The health and safety of our clientele and personnel depend on adequate sterilization and disinfection. The advancements listed have changed the way we do our jobs and protect ourselves from risk. As we look towards the future it is impossible to know the impact further technological advancements will have, but they will undoubtedly continue to change how we practice our trade.

Point 74: From the Editor – Marina Pecorino

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The Point - Issue 74

Marina Pecorino headshotMarina Pecorino
Managing Editor of Content & Statistics

I initially struggled to come up with direction for this editorial, partly because I feel that I’m somewhat of an outsider. I’m connected to the industry, obviously, but for now, I live my days in corporate America. On an issue geared toward technology in the industry, my brain immediately jumped to marketing, as this was one of my primary business roles during my time as a piercer. Honestly though, I think the biggest impact technology has for me currently is allowing me to connect so easily with all of you.

Throughout my life, I’ve found it difficult to stay in touch with friends when there is physical distance; I have great intentions, but my follow through can be lacking. Social media allows communication with my distant friends to become seamlessly integrated into my day-to-day life. I can now feel connected and do my introverted “lurk and like” while allowing people I care about to do the same.

Recently, I was trying to explain to my partner how supportive and appreciative the volunteer family is, even though many of us have only met in person a handful of times, if that. We’re not a daily face to face interaction in each other’s lives, but we still feel like family. I believe this to be true throughout the body modification community, which is one of the things I love most about having chosen this path. In many ways, my continued involvement in the industry is made possible because of the technology we have at our disposal.

It amazes me to realize that, as a result of my involvement with this industry, I’ve developed friendships with awe-inspiring people all over the world. Unfortunately, the last year seems to have dealt a lot of hard blows to our community. Having friends that span the far reaches of the globe can be extremely tough when someone is going through a particularly hard experience, and all I want to do is give them a hug. Technology makes connecting over these vast distances a little less difficult and allows us to show our support, even when physical proximity isn’t possible.

I have to admit that this editorial started out as a quick comment in the APP volunteers group, while curled up in bed. I only got a few words in, when I suddenly realized that what I wanted to express is my appreciation for the chance to feel so close, despite being so far away. What started as a quick comment, ended up evolving into a rough draft for an editorial. It’s pretty incredible what you can create with technology.

Point 74: From the Editor – Kendra Jane B

1 Comment read Editorial, From the Editor, Issue 74, Social Media & Safe Piercing, Technology
The Point - Issue 74 - cover

Kendra Jane headshotKendra Jane Berndt
Managing Editor of Content & Archives

We are in a world where we double tap dozens of times a day, use our smart devices to track the most minute details of our days, and start to sweat at the thought of no wifi. In a relatively short amount of time our industry has embraced technology. We as piercers know what an important role social media and technological advances have on our jobs. As someone that has been given the good fortune of being able to reach many of my peers on a regular basis; I want to take this opportunity to hopefully provide you all with for some food for thought. A few “rules” if you will to navigate the waters of the tech ocean we are all trying to stay afloat in.

To be engaged in ones work, ones passion to apply oneself fully and wholly is an amazing thing. This used to mean spending hours pouring over books, old letters, even microfiche, or (yikes) actually talking to people. The art of the spoken word is no longer what it was. The internet has made so much possible. With information a click away, one can fulfill every need and want for knowledge in seconds enabling our passions to ignite and take off. The flip side to this 24/7 access to internet anonymity (you can become someone you are not, omit the parts of your person at will, or remain completely anonymous) is that the rules of social engagement seem to be faltering; no tone or body language to accompany it. In this issue, you’ll find an article by Miro Hernandez explaining how to put your best foot forward while communicating online.

When I was younger my mom often told me if I had nothing nice to say I was to say nothing at all. As much as it may pain me, I have to admit my mom was right. This statement has saved feelings from being hurt, friendships from being ruined, and embarrassing things from happening. Inevitably, we all face some form of negative online criticism in our professional lives. Courtney Jane Maxwell has shared some tips to help you stay cool and collected when dealing with a bad review on a social media platform.

We live in a world where we are force fed the idea that more is better. I firmly and truly believe moderation is the key, not just when it comes to the donuts I eat or the coffee I drink, but very importantly in the social media I use. I choose to be choosey which means I do not use every type of new and fancy social media that pops up. I do not snap, tweet, and in fact I do not spend the same amount of time tumbling or booking that I used to. I have chosen the types of technology that work best for me and I make them work as effectively and efficiently as possible. This means that as much as technology has become part of every facet of my day to day life, it is not my life from day to day.

Read on to see how technological advances have helped to make our industry safer for clients and piercers alike; how the etiquette of more formal times in the past still have a place in our conversations on the internet today, and don’t forget to double tap and share this publication.

Point 74: From the Editor – Jim Ward

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The Point - Issue 74

Jim Ward headshotJim Ward
Art Director

One of the joys of having been a part of this industry since its beginning has been seeing the technological advances that have brought it to such an astounding degree of professionalism.

Young piercers have no idea what things were like when Gauntlet was born in 1975. For starters, imagine a world without the cell phone, personal computer, and the internet. As the old cigarette commercial said, “You’ve come a long way, baby.”

When I first began my piercing business, I had to use a pressure cooker to sterilize instruments, later graduating to ever more sophisticated autoclaves. With the advent of the Statim, you are now blessed not only with more reliable sterilization, but are able to accomplish it within mere minutes.

The first piercing needles were veterinary hypodermics with the syringe couplings cut off. We sterilized and reused them over and over while they became duller with every use and often had to be used with a needle pusher. Nowadays, you have access to disposable needles that are so sharp they pierce the toughest of tissue like butter.

Even though I made every effort to provide the highest quality body jewelry, in those early days we had little understanding as to which materials were most suitable for the purpose of piercing. The industry is now blessed with an abundance of jewelry choices produced to the most stringent of manufacturing standards.

Many of you are familiar with Gauntlet’s publication Piercing Fans International Quarterly (PFIQ). Thanks to the personal computer and the marvel of desktop publishing, I’ve been able to say goodbye to the typewriter, the T­square, the drafting board, and all the art supplies that were used for years to produce the magazine. With a few mouse clicks, design and layout has become a breeze.

Technology is here to stay, and will continue to benefit our profession. I only hope that one day human kindness and compassion will catch up.

On another subject, for the last several issues of The Point I have participated as one of the Managing Editors. With this issue my title changes and I become the publication’s Art Director. I will still be an occasional Contributing Editor, and while I’m busy doing the layout and design, I get to edit the editors.

Over time I also hope to be able to bring some fresh design ideas to these pages. Enjoy!