Nonbinary, GNC, and genderfluid friends, I have a sensecheck question for you all - it's about something that happened at work this week.
For context, I work in a large cultural organization in the suburbs of a major city. The geographic area we're in is probably not considered very progressive or diverse.
Yesterday, I took a phone call from a visitor who wanted to make some comments about an interaction she had at one of our service desks. Caller identifies herself as a longtime supporter of our org, an older woman who grew up in the South. (This will become important later.)
She came up to the desk to ask a staff member about current programs and promotions. Staff member asked (as is standard procedure) if the visitor had a mailer or flyer. Visitor then turns to her spouse, standing next to her, and says "Can you give the lady what she asked for?"
Staff member then says, clearly confrontationally, "Don't call me a lady."
I'm going to pause the story here to share that the staff member in question identifies as nonbinary. If you were to walk past them in a room, you'd see an assigned female at birth person with long hair. The only reason I know that they are nonbinary is that because when I was first introduced to them they said "I go by [name] because it's more androgynous' and I had to make a jump from there. They use they/she pronouns.
The customer's main point, in calling, is that she's totally fine with whatever my staff member is or isn't - she doesn't want to be called out in the middle of a service interaction that would have taken two minutes for a correction on an extremely minor point of language. She grew up in the south, and she was taught that it's polite to call someone 'lady' or 'gentleman' in the context of 'this person I don't know but need to make indication of' She contends that it's none of her business what my staff member identifies as and none of this should have been a problem.
I respect the staff member's desire to be perceived as they want to be perceived. I can appreciate that the visitor is perhaps using out of date language but isn't going to change. I can also appreciate to this staff member this might be a micro-aggression. To be completely honest, I agree with the visitor and think confronting someone in the middle of what should have been a short transaction is not going to change the culture or anyone's minds.
Do any of you who work in retail environments have any opinions for me? How would you have reacted if this exchange had happened to you?
















