This story was based partially on an article found in Reader’s Digest (February, 1988). The original work was copyrighted by Patricia McGerr in 1965.
My trip to the Kiniwata Island in the Pacific was a memorable one. Although the island was beautiful and I had an enjoyable time, the thing I remember most about my trip was the fact “Johnny Lingo gave eight cows for his wife.” I’m reminded of it every time I see a woman belittle her husband or a wife wither under her husband’s scorn. I want to say to them, “You should know why Johnny Lingo gave eight cows for his wife.”
Johnny Lingo is known throughout the islands for his skills, intelligence, and savvy. If you hire him as a guide, he will show you the best fishing spots and the best places to get pearls. Johnny is also one of the sharpest traders in the islands. He can get you the best possible deals. The people of Kiniwata all speak highly of Johnny Lingo. Yet,
when they speak of him, they always smile just a little mockingly.
A couple days after my arrival to Kiniwata, I went to the manager of the guesthouse to see who he thought would be a good fishing guide. “Johnny Lingo,” said the manager. “He’s the best around. When you go shopping, let him do the bargaining. Johnny knows how to make a deal.”
“Johnny Lingo!” hooted a nearby boy. The boy rocked with laughter as he said, “Yea, Johnny can make a deal alright!”
“What’s going on?” I demanded.
“Everybody tells me to get in touch with Johnny Lingo and then they start laughing. Please, let me in on the joke.”
“Oh, the people like to laugh,” the manager said, shrugging. “Johnny’s the brightest and strongest young man in the islands. He’s also the richest for his age.”
“But …” I protested. “… if he’s all you say he is, why does everyone laugh at him behind his back?”
“Well, there is one thing. Five months ago, at fall festival, Johnny came to Kiniwata and found himself a wife. He gave her father eight cows!”
I knew enough about island customs to be impressed. A dowry of two or three cows would net a fair wife and four or five cows would net a very nice wife.
“Wow!” I said. “Eight cows! She must have beauty that takes your breath away.”
“She’s not ugly, …” he conceded with a little smile, “… but calling her ‘plain’ would definitely be a compliment. Sam Karoo, her father, was afraid he wouldn’t be able to marry her off. Instead of being stuck with her, he got eight cows for her. Isn’t that extraordinary? This price has never been paid before.”
“Yet, you called Johnny’s wife ‘plain?’ ”
“I said it would be a compliment to call her plain. She was skinny and she walked with her shoulders hunched and her head ducked. She was scared of her own shadow.”
“Well,” I said, “I guess there’s just no accounting for love.”
“True enough.” agreed the man. “That’s why the villagers grin when they talk about Johnny. They get special satisfaction from the fact the sharpest trader in the islands was bested by dull old Sam Karoo.”
“No one knows and everyone wonders. All of the cousins urged Sam to ask for three cows and hold out for two until he was sure Johnny would pay only one. To their surprise Johnny came to Sam Karoo and said, ‘Father of Sarita, I offer eight cows for your daughter.’ ”
“Eight cows.” I murmured. “I’d like to meet this Johnny Lingo.”
I wanted fish and pearls, so the next afternoon I went to the island of Nurabandi. As I asked directions to Johnny’s house, I noticed Johnny’s neighbors were also amused at the mention of his name. When I met the slim, serious young man I could see immediately why everyone respected his skills. However, this only reinforced my confusion over him.
As we sat in his house, he asked me, “You come here from Kiniwata?”
“They speak of me on that island?”
“Yes. They say you can provide me anything I need. They say you’re intelligent, resourceful, and the sharpest trader in the islands.”
He smiled gently. “My wife is from Kiniwata.”
“Yes, I know.”
“They speak of her?”
“What do they say?”
“Why, just … .” The question caught me off balance. “They told me you were married at festival time.”
“Nothing more?” The curve of his eyebrows told me he knew there had to be more.
“They also say the marriage settlement was eight cows.” I paused. “They wonder why.”
“They ask that?” His eyes lighted with pleasure. “Everyone in Kiniwata knows about the eight cows?”
“And in Nurabandi, everyone knows it too?” His chest expanded with satisfaction. “Always and forever, when they speak of marriage settlements, it will be remembered that Johnny Lingo paid eight cows for Sarita.”
So that’s the answer, I thought: Vanity.
Just then Sarita entered the room to place flowers on the table. She stood still for a moment to smile at her husband and then left. She was the most beautiful woman I have ever seen. The lift of her shoulders, the tilt of her chin, and the sparkle in her eyes all spelled self-confidence and pride. Not an arrogant and haughty pride, but a confident inner beauty that radiated in her every movement.
I turned back to Johnny and found him looking at me.
“You admire her?” he murmured.
“She … she’s gorgeous.” I said. “Obviously, this is not the one everyone is talking about. She can’t be the Sarita you married on Kiniwata.”
“There’s only one Sarita. Perhaps, she doesn’t look the way you expected.”
“She doesn’t. I heard she was homely. They all make fun of you because you let yourself be cheated by Sam Karoo.”
“You think eight cows was too many?” A smile slid over his lips.
“No, but how can she be so different from the way they described her?”
Johnny said, “Think about how it must make a girl feel to know her husband paid a very low dowry for her? It must be insulting to her to know he places such little value on her. Think about how she must feel when the other women boast about the high prices their husbands paid for them. It must be embarrassing for her. I would not let this happen to my Sarita.”
“So, you paid eight cows just to make your wife happy?”
“Well, of course I wanted Sarita to be happy, but there’s more to it than that. You say she is different from what you expected. This is true. Many things can change a woman. There are things that happen on the inside and things that happen on the outside. However, the thing that matters most is how she views herself. In Kiniwata, Sarita believed she was worth nothing. As a result, that’s the value she projected. Now, she knows she is worth more than any other woman in the islands. It shows, doesn’t it?”
“Then you wanted …”
“I wanted to marry Sarita. She is the only woman I love.”
“But …” I was close to understanding.
“But,” he finished softly, “I wanted an eight-cow wife.”
This story was written by Patricia McGerr.
And always remember, in the words of Dale Carnegie, “A talk is a voyage with a purpose, and it must be charted. The man who starts out going nowhere, generally gets there.”
According to the White House Office of Consumer Affairs, an unhappy customer remembers the incident for 23 1/2 years and talks about it for 18 months. Your ability to win over angry and rude callers can help your business more than you can imagine.
On average an angry customer will talk to 11 friends about the incident within one week and each of those friends will tell 5 other people about the incident within 2 weeks. That is a total of 67 people that know about the incident that made you mad within 3 weeks. I’ll bet you have heard somebody on the phone with an angry or frustrated customer and when they hung up they said “so what if they don’t want to do business with us, they are just one customer!” One customer indeed.
In face-to-face conversations, 80 % of a message is non-verbal (55% body language and appearance with 25% attitude and tone of voice). On the telephone you don’t deal with the body language but the attitude and tone of voice is increased to 45%. Listening skills are critical.
When you have an angry customer on the telephone, give them your “5 star” attitude. Number one and two on the list is sit up straight in your chair and breathe. Good posture helps you to pay attention better and controlled breathing keeps your blood pressure down. When people react angrily the first thing they do is hold their breath, which causes their blood pressure to “shoot up” which prohibits clear thinking.
The third “star” is to eliminate distractions, if you were working on something, put it away or if there are people in your office or cubical, ask them to leave. You need to be able to concentrate 100% on the problem at hand. If you have an unscreened angry caller and need time to think for a few seconds you can say “I am going to put you on hold for about 10 seconds to clear my distractions so I can focus on your situation”. This will help you gather information and make them feel important.
Number four is to be extremely patient, do not loose your cool. Don’t take the customers anger personally, they are not mad at you, they are mad at whoever is on the other end of the phone.
The last of the 5 stars is to be efficient, take good notes of the conversation. The average attention span of a person listening on the phone is 7-9 seconds before their mind briefly wanders. Note taking helps you to see the words as well as hear them. You can use the notes to ask questions for clarification of to just show the customer that you care. Think about this, what would you feel like if you were logging a complaint and the person you were complaining to say, “Do you mind if I take a few notes?” How would you feel? You would probably feel they cared about what you were saying. Plus by taking notes you can ask them to speak more slowly. Slowing speech can decrease a person’s anger momentum.
Remember in handling an angry caller always practice exceptional courtesy and kindness. Empathize with them, “walk a mile in their shoes”, see things from their point of view. In Dale Carnegie’s book “How to Win Friends and Influence People”. He uses the phrase Feel, Felt, Found. When empathizing it sounds like this, “Mrs. Jones, I know how you feel, I have felt the same way but let me tell you what I found………….” Many times angry callers don’t want you to solve their problem. They just want you to treat them like an individual and listen.
Always use their name, “Mr. Jones, Mrs. Smith” or you can use their first name if you are on a first name basis. It would be best for them to know and use your name; this can help to curtail their anger because now you become a person.
Finally, if you have to transfer the call for any reason make sure you brief whomever you transfer the call to on the situation. This is where the notes come in handy. There is nothing more frustrating for a customer than explaining a situation to someone who can’t help, then getting transferred to another department and having to start the explanation all over again.
The key to handling angry callers is to visualize in your mind that you can do it. 99.75% of angry callers are normal people that can be reasoned with. The other .25% that can’t be reasoned with is called “Illogical Customers” and their goal in life is to be difficult. Nothing you say is going to be satisfactory. Don’t let this small percentage effect the way you handle the rest. Remember, “If you think you can, you can and if you think you can’t, you are right.”
Self-Confident individuals stand out. They’re the leaders, the shining lights, the attention getters in their public or private spheres. Theirs is a star quality born of self-regard, self-respect, self certainty-all those self words that denote a faith in oneself and a commitment to one’s self styled purpose. Combined with ambition that marks this style, that magical self-regard can transform idle dreams into real accomplishment.
The Self-Confident personality style is one of the two most goal-directed. Self-Confident men and women know what they want, and they get it. Many of them have the charisma to attract plenty of others to their goals. They are extroverted and intensely political. They know how to work the crowd, how to motivate it, and how to lead it. Hitch on to their bandwagons, and you will be rewarded.
The Self-Confident style adds go-getting power to other personality styles. For example, it counteracts the conscientious person’s tendency to get sidetracked by details, and it fuels the adventurous person’s great feats of daring. It propels any personality pattern into the realm of success. Indeed, the Self-Confident style confers an ability to be successful more than any but the aggressive personality style.
The following nine traits and behaviors are clues to the presence of the Self-Confident style:
Self-Confident individuals are genuine, often gifted leaders. If this is your dominant style, follow ambitions that lead toward leadership and the lime-light.
Three men who believed they could judge character by facial appearance were gathered in a plastic surgeons office: a playwright, a lawyer and a doctor. They were looking at masks of patients before surgery. The playwright said, “This person with a receding chin is a weakling.” “Wrong,” the plastic surgeon answered, “He’s an aggressive stockbroker.” The lawyer said, “This man with the ugly gash on his cheek must be a gangster. It’s a typical squealer’s cut.” “No”, the surgeon said. “He’s a sedate businessman that was in a car wreck.” The last man examined the mask with the broken nose and said, “This fellow looks as if he’s been in a number of fights. Is he a pugilist or racketeer?” “No,” the plastic surgeon answered, “He’s a school teacher who fell on his nose when he was a child.” He then showed the three men the casts of these patients after surgery. They were astounded. They couldn’t believe these normal faces had once been horribly distorted. To this day, many people persist in believing that the face is an index to character. Character is below the surface; it’s in the heart. CHARACTER, MY FRIENDS, IS WHAT YOU ARE IN THE DARK. True character has roots that go back to childhood.
It’s the tough times in a person’s life that spawn greatness…or character.
Hard times and harsh times developed strong men and women, women who think straight and stand tall, men who refuse to bend and bow…willing to swim up-stream rather than float down with the tide and current of the waters.
Hard times are not over and harsh times have not passed away. We find ourselves in the midst of these this very moment. You might be working to overcome a rough childhood by your accomplishments in the professional world, or maybe you are fighting a nagging illness. Maybe you are struggling with finances, you have marriage problems, an alcoholic relative or your parents are becoming dependent; the list can go on and on. We all have our own battles.
Some of you may say, “Well, times ARE hard, times ARE tough, in fact, I’m suffering a lot.” Well, have your pity party and GET OVER IT. Welcome to the club. That’s what it is all about.
The German poet Johan Gutta wrote – “A talent is formed in stillness; character is formed in the world’s torrent. It’s character that we are all about; strength of character.”
Herbert Spencer, an English philosopher wrote “Not education, but character is man’s greatest need and man’s greatest safeguard.”
My favorite author Chuck Swindoll says that “Character is the moral, ethical and spiritual undergerding that rests on truth, that reinforces a life in stressful times and resists all temptation to compromise.”
My message to you is don’t take it easy. Who knows why you were brought onto this earth …for this very era for your friends and relatives. Pour into them what you have learned in the hardships and heartaches of your own life. Show them some of your character. Don’t take it easy.
A physician once told me a story of something he learned the hard way. He was treating a lady who was in her 80’s and she was in great condition! He asked, “What in the world do you do to stay in such great condition?” She replied, “Run.” The doctor then asked, “You run? Well, how far do you run?” “4-5 miles,” she replied. “Every month?” the doctor inquired. “No, every day” she said. The doctor said “OOHH! Take it easy…” and in 3 months she was dead. Now for whatever reason you may give to the cause of death, the doctor said he would never again tell somebody to take it easy.
I don’t know about you folks, but I am going to take those words out of my vocabulary.
Some of us are so involved with making a living we have forgotten about working to make a life. So busy worrying about a financial portfolio we forget about character. That’s what it is all about. That is what will impact the people in our daily lives. It’s who we REALLY are, in our hearts.
Our young people are looking for those who are determined, still teachable, and flexible, yet firm in convictions; those who can handle the obstacles, whatever may be thrown at them. I once read that “Obstacles are those frightful things you see when you take your eyes off of the goals.”
Some of you have become obstacle conscious. All you hear is the bad news. Your focus is on what isn’t working. You know what won’t work. You are known for your complaining and whining and you are hard to live with. Stop it!
Carlisle, the Scottish essayist said “The block of granite that stands as an obstacle to the weak becomes a stepping stone to the strong.” What can I offer that will encourage you to take tomorrow by the throat, to step into the challenges that we face? What can I say that will help you with change? Mark Twain once said, “Nobody likes change except a wet baby.” I think Mark Twain is right. You may not like change, but change is required to make a difference today from yesterday. Some of us are overdue.
Alexander Solzhenietzen wrote, long before he was as popular a man as today, “It was only when I lay there on rotting prison straw that I sensed within myself the first stirrings of good. Gradually it was disclosed to me that the line separating good and evil passes not thru states, nor between classes nor between political parties either, but thru every human heart and thru all human hearts…. so bless you prison for having been in my life………..bless you hand slap for having been in my childhood, bless you financial troubles, bless you all hard times for giving me what I needed the most but didn’t know, CHARACTER.”
Keeping your temper in check can be challenging. Use simple anger management tips – from taking a timeout to using “I” statements – to stay in control.
Do you find yourself fuming when someone cuts you off in traffic? Does your blood pressure go through the roof when your child refuses to cooperate? Anger is a normal and even healthy emotion – but it’s important to deal with it in a positive way. Uncontrolled anger can take a toll on both your health and your relationships.
Ready to get your anger under control? Start by considering these 10 anger management tips.
**Thanks to the staff of the Mayo Clinic for help with this information
I speak to over 100 groups per year both public and private. There are four types of people that come to seminars; Tourists, it’s better to be there than at work; The graduate, they already know everything (they think!) they come to see for sure; The “captive”, there against their will, it usually takes about one quarter of the day for them to warm up; and finally, the student. This person loves learning. They will get the most out of the seminar.
The key is will any one the attendees do anything with what they have learned?
People attend seminars to get better at work or in their personal lives. I’m sure you have heard this saying, “knowledge is power”. That is actually only partly right. Knowledge is power if you do something with it. Most people that learn new information through books, tapes, seminars or hanging around knowledgeable people don’t ever change because they don’t have enough mental strength or self discipline to change the undesirable “habits” they have acquired in their life.
Even though our world is all about “Change” I believe there are things in life that NEVER CHANGE.
These “6 things” are the topics of a new three hour “key note” program that I have titled “Some Things Never Change”.
Steve Milano has been writing for newspapers, magazines, businesses, associations and Web sites for more than 25 years, including “Entrepreneur,” “Sports Illustrated for Kids Parents’ Playbook,” “Fit” and “Business Development Outlook.” He has taught business writing as an adjunct professor and private lecturer. Steve is also a consultant with Dave Oakes Seminars.
In business writing, it’s not just what you say, but how you say it. You may provide the exact information you want your customers and potential clients to have, but if you present it in the wrong order or from the wrong perspective, they may not receive the message you intended.
In addition to your writing technique, the format on which your writing will be displayed can affect your message. Verbiage that works well for a letter may not be effective for a Web page, and might be deleted without being read if the reader gets it via e-mail.
Below are a few tips to help your writing pop, and get your message read:
#1 – Consider Your Format
Keep written letters to one page, if possible. Break information into short paragraphs of no more than three to four sentences, with each paragraph containing only one idea. Keep Web copy brief. Successful Internet content producers require their writers to keep articles less than 500 words. Don’t provide details in e-mails. Send one- or two-sentence e-mails that tease people enough to want them to go to your Web page for information. Use e-mails to get people to click on links, not to act.
#2 – Consider Your Lead
The first sentence of your letter, report or memo is critical in determining whether or not your readers will finish reading your message. Don’t talk about your company, product or service. Speak to the reader by identifying a problem or need they have so they’ll want to continue reading to find the solution to their problems.
#3 – Talk About Benefits
Car makers don’t emphasize fuel injection, drive train warranty or other mechanical features in their advertising. They sell reliability, affordability, status, sex appeal or other benefits. They save the specifics for additional support. Sell the benefits of your product or service first.
#4 – Use The Active Voice
“If you use our product, lower costs can be obtained,” is not as strong as, “You will lower your costs using our products.” Use active verbs to make a point.
#5 – Omit Needless Words
Check each word of your copy before you submit it to see which words don’t add any value. Change, “ABC Co. is the state of Georgia’s largest distributor,” to “ABC Co. is Georgia’s largest distributor.” Change, “We have no plans to discontinue our policy at the current time,” to “We have no plans to discontinue our policy.”
#6 – Read Your Work Aloud
One of the most effective ways to proof your work is to read it out loud. When you write something, it’s easy to skip over errors visually. When you read your work, you WILL stumble over and catch awkward phrases.
The most vital part of a customer service team is Loyalty.
According to Webster’s Dictionary loyalty is defined as “Being faithful to a person, ideal, custom, homeland or government.” Loyalty is wound into every fabric of our lives; customer loyalty, job loyalty, school loyalty, loyalty to a spouse, sports team, diet, fitness program and on and on.
If you are going to be a top performer, there can be no question about your loyalty in three areas. You must be loyal to yourself, to those with whom you live and work, and to your organization. That encompasses every customer imaginable.
To be loyal to yourself, you must work to maintain a healthy self-image. This is not an over inflated ego or the kind of self-confidence that “generally occurs just before we really understand the situation.” Loyalty to yourself means looking for the evidence that supports why you should believe in you.
“You cannot consistently perform in a manner which is inconsistent with the way in which you see yourself.” I cannot stress too much the importance of “seeing” yourself successfully completing your daily tasks. Do you think the heavyweight boxing champion of the world goes into the ring questioning his ability? Absolutely not. Drew Brees, Super Bowl Champion of the New Orleans Saints does not step into the huddle and timidly ask for advice from his teammates!! Rafael Nadal expects to win all of his tennis matches. Tiger Woods expects to be the top money winner on the professional golf tour
Believing in yourself and being loyal to yourself will help you move toward becoming the best at winning new customers. When I say that loyalty to your organization is important, I do not mean you should accept every thought that comes from upper management as if it had come from above and is written in stone. No one expects you to leap with joy when the commission structure has been changed so that there is more for the company and less for you. You may not be overjoyed with management when the working hours are changed and you are allowed to work more hours for the same or less pay. Loyalty to your organization means handling these aggravations in the proper manner. For example not complaining about your areas of concern over coffee with a co-worker who has no authority to change the situation. You do not identify internal problems externally–meaning to someone outside your organization. The person who takes either of these avenues becomes a cancer to the organization. As you know, a cancer is a cell that lives within the body independently of the other cells of the body, and unless it is removed it will eventually lead to the death of the body.
How, then, should the loyal employee manage the situation? The proper method of handling any situation that concerns you is to take the “problem identified” to someone who has the authority to handle the situation. Present it and several “potential solutions” for consideration. If after a realistic amount of time the company takes action on your recommendations or another satisfactory solution, you should congratulate yourself for working from within the organization to make it stronger.
However, if after a realistic amount of time the company fails to take action to change the situation, you have two options; 1) shut up 2) move on. There are no other options! Loyalty to the company is important, but the other side of the coin is that management and the corporation owe that same loyalty to their people.
Here are six tips to help us all be more loyal.
Loyalty, very simply, is the desire to help customers (even CO-workers) become successful in any or all areas of life. And there are many different types of success. You CAN get what you want if you first help enough other people get what they want.
Without speaking a word, people convey a tremendous amount of information about themselves and their attitude toward you. Body language is a universal language that goes beyond the intellect and the spoken word to reveal the depths of people’s feelings. Once you have become a skilled body language observer, you can use your knowledge to 1) pick up people’s nuances and gestures; 2) respond to them in ways that will put them at ease; and 3) consciously use body language to make your communication more effective.
The feelings conveyed by body language are fleeting. They go by like the frames of a movie. Fortunately, they are easy to spot and are generally repeated often.
Observing body language is second nature for most people. But to use it to your advantage, you must make the observation conscious, which means concentrating on the person you’re talking to. Of course, you do this anyway if you are practicing active listening, which you are aren’t you?
The areas to watch are the hands, arms, face, eyes, legs and the combination of movements between these areas. Facial expressions convey a lot, as do posture and eye contact.
Observing one gesture is almost meaningless. Someone rubbing his eyes can simply have itchy eyes. The key to interpreting body language is to observe clusters of gestures. If someone is rubbing his eyes, pulling an ear, tapping a foot, looking around the room, and shifting uneasily in his chair, there is a good chance he is bored, nervous or frustrated. Careful observation will make the difference. When you do notice these clusters, it’s time for you to do something different.
First, ask yourself how the observed clusters compare to this person’s usual way of behaving. Some people always have poor eye contact. Some people always act aloof. Try not to jump to conclusions. You have to either observe people for a while or know them well before you can interpret their body language infallibly.
Second, get feedback on your hunches. If someone’s behavior has changed, ask a nonthreatening question to find out if you are the reason. You might say, “I hear you saying yes, but I get the impression that something else is on your mind. Would you mind sharing it with me?”
Last, remember what causes people to be comfortable. Some people may get nervous until you reassure them they are doing the right thing. Others react negatively to too much enthusiasm. You have to know when to tone it down and be more subtle.