NLPhilia Blog

An old man, stooped and shuffling slowly along, speaking so quietly I could barely hear and so rarely that, until I finally made out something he said, I wondered if he understood English. The other people in the store treated him with a respect not often seen in that context. I wondered who he was.

Then he turned to go sit down, and I saw the numbers tattooed on his forearm.

After he left, one of the store employees spoke to me about him. (I could tell that the employee felt it was an honor to have the old man in the store.) I learned that the old man was, as a boy, in line at the gas chamber, waiting his turn to die, when the American troops liberated the camp. I also learned that only about fifty or so survivors remain alive today, at least in the US.

A good friend of mine used to work in the office of a plastic surgeon. She told me that the German government will pay for the removal of the tattoo from any Holocaust survivor, and that it was rare for anyone to take them up on it. She asked one survivor why she didn’t have the tattoo removed: “Why would you want that reminder?” The woman said, “I don’t want to remember. I want the world to remember, so it will never happen again.”

I mentioned the number tattoo to a dear friend of mine afterward, and was saddened to find that she didn’t know what I was talking about. The more I explained it to her, the more heartsick I felt, too, and I realized that my perspective had changed. You see, before, I knew about the Holocaust, but now I’ve met it. Before, it was a history lesson; now, it’s real to me.

Perhaps it’s time to read Man’s Search for Meaning again.

I’ve been doing some customer service training for my employer, so I’ve been reading a lot of stuff that other folks have to say on the subject. Today I found, on PositiveSharing.com, a wonderful article on the nonsensical attitude that “the customer is always right”:

Here are the top five reasons why “The customer is always right” is wrong.

1. It makes employees unhappy
2. It gives abrasive customers an unfair advantage
3. Some customers are bad for business
4. It results in worse customer service
5. Some customers are just plain wrong

I think my customers are always right about one thing: they have a problem that they want solved. That’s pretty much it.

Now, for those who fall into categories #2 and #3 above, I’d say that their problem is that they need someone to abuse. I’m smart enough to realize that I may not be the one to solve that particular problem, and I’m willing to concede that perhaps someone else can better serve that customer.

Though I am in full agreement with the above five ideas, I’d like to suggest a sixth: It’s simply too much to ask of our customers that they always be right.

My thought is this: our jobs are becoming more and more specialized, and we, the providers of service, are therefore expected to know a great deal about very few things. To place on every customer the expectation that he or she will know, even better than we do, what “good” means in the context of the service we’re providing is too heavy a burden for them.

My favorite example of this (I think I read it in a book by Tom Hopkins, but I’m not certain) is about a car salesman. He sold high-testosterone cars, something along the lines of Ferrari, the commission on the sale of one being a year’s salary for just plain folk. A traveling salesman came in and asked to be shown one of their top models. The salesman found out that the guy put about five years’ worth of miles on a car every year and sent the customer down the street to a Mercedes dealership instead. His rationale was that the Mercedes, having a diesel engine, was a much better choice for someone on the road that much.

There was no way that particular customer would have known that. Cars weren’t what he knew. If the salesman had chanted, “The customer is always right,” he would have created one very unhappy customer… and that customer would have been telling everyone who asked him about his car that he was really unhappy with it. If I’m recalling the story correctly, the customer instead had sent several friends and acquaintences to that salesman, more than making up for the “loss” of commission.

Of course, working in a hospital, I see a lot of customers who are “just plain wrong.” Consider, for example, the suicidal patient. If we would consider him to be right, we’d hand him a razor blade and a set of instructions. We don’t do that because, even though he’s our customer, he’s wrong. He doesn’t know what we know. That has to be OK.

I have a story of my own that had to do with a customer who was a great combination of numbers 2, 3, and 5. Nasty human being she was. I can’t mention any of the particulars, but I’ll say this: in the process of helping her with what was apparently a medical emergency, I left a bruise, and she had the audacity to file a formal complaint against me for it. She took it all the way to our CEO and demanded that I apologize to her. The CEO refused to either compel or allow me to apologize to her because she was wrong and he knew it. Now… would you care to ask me how I feel about working for him? Or do you already know?

So I think putting employees head of customers is a great idea as long as the employees are putting the customers first. We on the front lines have to know that our managers trust us to do the right thing.

I did say that I wasn’t going to make this blog into a customer service blog, but this one was too good to pass up. Thanks for indulging me.

It’s a small, private war. I sometimes think I’m the only one fighting it.

I think the assumption that “everything will work out for the best” is delusional. Optimists ignore the things that are going poorly rather than dealing with them, so as to perpetuate their delusion.

Keep in mind that I hold the same sort of opinion of pessimism. Pessimists ignore what is going well, thus failing to build on success. I don’t fight a war on pessimism because most of Western culture already does that:

P: “Keep sailing toward that waterfall and we’ll all die!”
W: “Oh, stop being so negative!”

Each side has advantages. For example, optimists keep going in the face of adversity, and they therefore win more often; pessimists give up too soon. Pessimists tend to be right more often, and when they’re wrong they get to be pleasantly surprised rather than disappointed.

It’s fortunate for me, since I disagree with both, that they aren’t the only two available options. It’s possible to take the strengths from each while leaving their weaknesses behind. I’ve taken to calling it “paying attention,” but I’m sure there’s a more interesting label. Take this excerpt from John Morgan’s recent article, If It Could Only Be Like It Never Was:

Each time you pretend the dirty clothes aren’t there, the pile gets bigger until you have a dreaded mountain of clothes to wash. If you wash clothes every day, you’ll never have a pile bigger than your perceptions can handle. The same is true for life’s dirty clothes. They do exist and they need to be acknowledged. When we practice washing them on a regular basis, the quicker they wind up in the clean pile.

(Thanks for the tip to that article, T.)

My personal hero in this arena is my old friend Quentin Grady. Few have gone through, and responded thoroughly to, the adversity he’s faced while maintaining a determination to bring out the good in himself and in others. I aspire to be like him in that aspect, and I love the guy. In a manly, macho, we-play-on-the-same-rugby-team sort of way, of course.

So… hope for the best and prepare for the worst. Pray to God and row away from the rocks. Build on success and mitigate losses. You can choose both.

I know this isn’t a marketing blog. I don’t want it to be one. Seth Godin’s blog is more than sufficient for me if I want to read brilliant marketing stuff. But I realize there are people who use NLP in their marketing, and I experienced something today that I think they’ll find interesting.

I got a card in the mail yesterday. From the envelope, it looked like a greeting card or an invitation. As there were a couple of recent events for which a card would have made sense, I was curious. The return address was in Florida, nine hundred miles away from me. I have friends in Florida, so I actually looked forward to what I’d find when I opened it.

It was an ad from the Dodge dealer where I bought my vehicle a few years back. Bummer.

It started with “Unnamed Auto Dealer cordially invites you and your family to our Open House Reception.” Opening the card, I found it continued with, “Unnamed Auto Dealer’s Open House Reception is our way of thanking you for your patronage over the past several years.”

That was interesting, I thought. Have a little party for your former customers, get them to think good thoughts about you, and when they want to buy a new car they’ll want to come back.

But no.

They immediately went into a sales pitch. “This exclusive event offers you, our valued customer, special pricing on over 300 brand new vehicles. In addition…”

Then they got all breathless about a “free gift” and a chance to win a $1000 shopping spree, “just for stopping by!”

No little get-together. They were trying to con me into coming in and looking at their inventory, intending to get me to trade before I want to.

The “exclusive event” ran for three days, from 9 in the morning until 9 at night. I’m supposed to believe that they’re shutting down the dealership for three twelve-hour days and that nobody will be allowed in without the little “invitation”? Or that if I didn’t have the little card they sent me, I couldn’t buy a new car at the same “special price” I could get with the card?

And don’t get me started on the fine print on the back.

So here’s how to persuade me to not cross you off my list of approved businesses:

• Don’t lie to me. If it’s an ad, don’t call it an “invitation” and make it look like there’s a party going on.
• Don’t lie to me. If it’s a reception, don’t try to sell me something. If you want to try to sell me something, don’t claim it’s a “reception”. Unnamed Auto Dealer could have created a lot of customer good will with a few hundred dollars’ worth of hors douvres and three or four hours after closing time on Saturday night, but they blew it.
• Don’t lie to me. If the card is from someone fifteen minutes from my house, the return address shouldn’t be for a place sixteen hours from my house. Could it have cost extra to have the dealership’s address printed on the envelope flap? If so, it would have been worth it.
• Don’t lie to me. If it’s an exclusive event, it should exclude someone. If everybody can get in, don’t call it “exclusive”.
• Don’t lie to me. Parties to which we send out written invitations don’t last three days. Parties that last three days don’t shut down at nine in the evening. It’s not a party; it’s you wanting to move some inventory.

Don’t lie to me. Level with me. I’ll respect you for it. And I tend to do business with people I respect.

I’ll never forget the first time my hands played the guitar without me.

I had put strings on my dad’s guitar a couple of days before and was tuning it again. It’s one of those guitars that a musician is lucky to find: a truly cheap-ass machine-built job that sounds and plays like one that costs ten or twenty times as much. So I tuned it and was noodling around on it and I sort of zoned out on some Delta-style twelve-bar blues, and all of a sudden I heard music I’d never heard before. I actually looked around to see who else was there. I was alone. And when I tried to duplicate what I’d just done, I couldn’t.

When I was first learning, I never had the problem so many guitarists have with synchronizing my hands. Somehow, I happened upon it, and I don’t know how. So when a friend of mine said he was fed up with the choppy sound of his playing and asked me how I got my hands to work together, I couldn’t tell him. But I started searching.

I found in some magazine an article written by a guitar instructor, and he talked about his own teacher’s method of helping his students coordinate their right and left hands. He said it can’t be done.

That kind of surprised me because I was doing it. But then he explained why he said it couldn’t be done. He said that the signals from the left hand travel to the brain and are processed there, then the brain sends signals to the right hand, and the right hand sends back signals which are then processed and sent to the left hand, and so on. Even though the distance is short and the processing is extremely rapid, there’s still enough of a delay to cause mis-coordination. There is absolutely, positively no way to coordinate one hand with the other.

I was beginning to think that I couldn’t play after all, when the author started writing about the following idea:

“The desire for the note.”

We don’t play music with out hands; we play with our brains. Feel the desire for the note and the brain will process it perfectly.

It made such an impact on me that I’ve tried to apply it to the rest of my life, too. And when I explained it to my friend, his playing got better. Still not as good as mine was, but better. 😉

(I finally figured out the blues riff that my brain gave me, but it took a long time. It involved combining open strings with up-the-neck closed strings; flatpickers call it “floating” but I was playing fingerstyle. I’d never learned to do it and had no idea people played that way.)

So often I find people who claim they “have depression”. I ask them a few questions and find they don’t “have depression”; they are perfectly normal and well-adjusted and they are having some bad stuff happening to them.

When did it become a bad thing to feel sad when, say, Mom dies, or “rightsizing” strikes, or the bank forecloses? What dipstick came up with the idea that we should be happy all the time and that we’re somehow broken if we respond appropriately to difficult times?

I find the whole thing depressing. Maybe I should take a pill. Wait, what?

Over at Violent Acres I found an interesting article on depression. The author’s grandmother is the star of this article, and I’d have loved to have met her:

I learned that I wasn’t sad because there was something wrong with my brain. I learned that I was sad because my life sucked.

Go read the rest of the article at Most People Are Depressed For a Very Good Reason.

Anyway… it might be my Buddhist leanings, but I see pain as a part of life. It’s our unconscious’ way of letting us know there’s something injured. The reason a person with leprosy finds their body parts rotting away and falling off is that leprosy destroys their ability to feel pain, so they injure themselves and never notice it.

I remember a good friend a few years ago telling me that she stopped taking antidepressants because she’d “rather feel bad than feel nothing at all”. I worked with her a bit but haven’t seen her since, so I don’t know how she’s doing. Smart lady, though.

I’m not so quick to take a person’s pain away. It might be just what they need to keep.

Update: Powells Books hosts a New Replublic review of The Loss of Sadness: How Psychiatry Transformed Normal Sorrow Into Depressive Disorder by Allan V. Horwitz. (Thanks to Adrian Reynolds’ recent post on NLP Connections.)

The Emergency Department called me because there was an aggressive and intoxicated psychiatric patient causing some problems. When I got there, I heard him yelling at the staff. He was demanding to be allowed to leave so he could go somewhere and kill himself. His wife was leaving him for someone else, he said, so he had nothing to live for. Of course, the staff was shouting at him too, but only so they could be heard above his shouting.

Before I got to the room, I met his wife, with whom I happened to be acquainted. (No, I wasn’t the guy for whom she was leaving her husband.) She was concerned for him and embarrassed. I asked her if what he was saying was true, and she said it was. I don’t think she foresaw how he would react when she dropped that bomb on him. I’d never met the guy, but I could have told her what he’d do.

The more I heard of the shouting — both from him and from the staff — the more it sounded like an argument. He refused to listen to anyone, and the staff refused to let him leave. “Let me out of here!” he’d say, and they’d respond with “Mister Johnson, we can’t do that, we’re here to help you!” (His name wasn’t Johnson, but let’s call him Robert Johnson for the sake of this article.)

I turned to his wife and asked, “What did his mother used to call him?”

“Huh?” she said. “Why do you need to know that?”

“I want to try something,” I told her.

“She called him ‘Bobby'”.

I walked into the room and adopted the demeanor of someone who was surprised to see an old friend in a hospital. “Bobby!” I said. “What’s going on?”

The transformation actually shocked me. He changed instantly from a drunk guy spoiling for a fight to a ten-year-old kid leveling with his best buddy. He started telling me all about what was going on, and I said, “Hey, while we’re talking, let these good folks do their jobs. Now, go on. You were at home, minding your own business, and then what?”

He sat there and told me the whole story, and the staff got what they needed (blood samples, IV line started, and so on) without a problem. Anything I wanted him to do, he did it. Anyone else tried to get him to do something, he’d look at me and ask me if he should do it. And when it came time for me to leave the room, he was calm and grateful that someone heard him out.

This was several years ago. I still don’t know him, and wouldn’t recognize him today. He probably wouldn’t recognize me, either, because he was pretty drunk at the time. But we were childhood buddies for a little while.

I always want to know when a victim of assault and/or battery is in my Emergency Department. It’s not unheard-of for an assailant to come to a hospital to try to finish the job they started. One night, a nurse called me about a woman whose live-in boyfriend had tried to run her over with his car. He’d missed, but had caught her arm with a side mirror or something.

I went to her room to chat with her, mostly to find out how likely she thought it was that he’d show. I try my best to appear “soft on the outside, hard on the inside” with victims of domestic violence because I never know what sort of generalizations they’ve made about men. I want them to know that I’m no threat to them, but that if the guy shows up, I’ll definitely be a threat to him. I found out what I needed to know, but I didn’t leave. She had the look about her of someone who wanted to talk. So I let her.

Before I go any further, you should probably see something. I got the following image from a Web page of the State’s Attorney’s Office in Harford County, Maryland. It’s a decent visual representation of the pattern that couples follow when they do the domestic violence thing.

Essentially, things get tense over a period of time, then he beats her up. After he beats her up, he starts to think about what might happen if someone finds out, so he treats her really nice for a while. Then the whole thing starts over.

Now, this definitely isn’t politically correct, but I’ve never been accused of such atrocities as political correctness, so here we go: much of the time, when someone is a victim of a crime, it’s likely that they have participated in some way in their own victimization. That is not to say that they wanted it or asked for it or that it’s their fault in any way; it’s only to say that something they did, whether or not they realized it, contributed in some way to the problem. Most people will correct those behaviors if someone cares enough to point out the problem to them, and we NLPers know that if we interrupt a pattern it’s far more likely that we’ll get a different result.

I’ve never known a woman to say, “I stay with him because he beats me.” (There may be such women but I’ve never met one.) Usually they tell me they’re staying because they “have to”. What I think is unfortunate is when a woman does get up the courage (and other resources) required to leave the bum and then goes and hooks up with another guy who treats her the same way. It’s a pattern, and one that cries out for interruption.

The lady to whom I was speaking told me what had happened that evening, and then she told me he said he was sorry and that she was going to go back.

My first reaction was visceral. I won’t tell you what I thought, because I want this to be a reasonably friendly blog, but I imagine you can guess. But then I thought, you know, she’s talking to me about it, so she probably wants feedback.

There are three things I’ve observed about women who are in this “battered” pattern:

• They isolate each incident of battering within its own little time capsule, and therefore never notice the pattern;
• They have two distinct aspects of their personality — we might call them “parts” if we were so inclined — and each of those “parts” deals with one of the spokes on the above-referenced image; and
• They don’t have “boundaries”, i.e., they allow most anyone to treat them like a doormat.

So I said to her, “He said he was sorry.” I pointed to a spot in the air right in front of her.

“Yes”, she responded.

“I’m curious. Isn’t that what he said last time?” I pointed to a spot a little to my right, her left, of the spot I had just pointed to.

It took her a second or two, but she remembered. “Yeah.”

“What about the time before that?”

“Yeah, then too.”

“And the time before that?”

With each question I’m pointing to a little spot on a horizontal line in the air in front of me, farther and farther to her left. I didn’t have to ask very many times before her face got grim and her jaw set tight. I let it sink in for a couple of heartbeats, looked off to her left, and asked, “Just how long has this been going on?”

A little angrily, she said, “…A long time.” Then, after another pause, a little quieter: “Too long.”

“You know,” I said, “I’ve noticed something about women in that situation. I’ve noticed that they talk to themselves differently depending on how the guy is treating them.”

She looked at me quizzically.

“When he’s hurting them,”, I say, holding my left hand palm-up, “they’re saying to themselves, ‘If only I’d had dinner on the table on time’ or ‘If only I hadn’t spent money on that new pair of shoes’ or whatever.” She nodded in recognition. “And when he’s saying he’s sorry,” I continued, holding my right hand palm-up, “they’re saying to themselves, ‘Oh, he’s sorry, he bought me flowers, he really loves me, he’ll never do it again.'” She nodded again in recognition. “So over here (shaking my left hand) they’re blaming themselves, and over here (shaking my right hand) they’re blaming him.” Again she agreed.

Bringing my hands together, I said, “I have no idea why these two so rarely get together and talk this thing out.”

She got quiet, as you can well imagine, and very still. I waited until I saw some signs of remembering where she was, told her I’d be around if she needed anything, and took my leave.

A few months later, I saw her again. This time, she was visiting someone who was a patient. She had to remind me who she was because I didn’t recognize her. She looked really different. Happy. At peace. I asked her how things were going.

“Good,” she said. “Really, really good.”

“How’s the guy who tried to run you over?”

“I have no idea. I haven’t talked to him since that night.”

I had to smile. She looked so incredibly good when she said that.

“Are you with anyone now?” I asked.

“Yep!” A little perk in her tone and her facial expression.

“How does he treat you?”

“Good. Really, really good. Like a queen. I’ll never again be with a guy who hurts me.”

I couldn’t have felt better.

A couple of years ago, I was blessed with a fine opportunity. I got to watch a master manipulator work his magic. And since he was being observed by way of a digitally-recorded surveillance camera, I got to play it back in slow motion and really pick it apart.

The manipulator was a little boy, and his victim was his mother. The kid threw a fit when we told him we had to take a blood sample. When he became combative, even threatening the staff with a handy everyday item that most people — including the dipstick that was monitoring him — would not think of as a weapon, I had to get involved.

After we held the little guy down and got the blood we needed, we left the room; his mother remained to pet him and tell him what a good little boy he was. As I walked out of the room, I was thinking, “In a few years hell be too big for her to placate, and then hes going to hurt her… and badly.” I’ve seen it too many times… the little kid is in charge of the entire household.

Its my habit, when we have to “throw down” with a patient and it’s in front of a camera, to go back and review the recording. I get to critique myself and the rest of the staff, finding out what went well and what needs to change. As I was reviewing this one, something inspired me to keep watching, and then to slow the playback waaay down. I got it down to about one-tenth normal speed and watched the kid jerk his mother around like a marionette.

He’s lying on his back on the stretcher, and she bends over him to hug him. He grabs her shirt sleeves in his hands and pulls her toward him… and at the same time, he’s pushing her away with his knees and shins. When she finally responds to the push by standing upright, he reaches at her with his arms, but makes tiny “shoo” motions with his hands, and he allows his legs to fall, open, to the bed.

She once again bends down to hug him, and he puts his arms straight up on either side of her head. She can feel his arms on the sides of her head and neck, but not the back of her neck and her shoulders. This is a rejection, so she again rights herself, and he reaches up to her face with both hands. He barely strokes her hair and then pushes her head back and away. When she stands all the way up, he beckons to her again, and when she does not immediately respond, he falls limp to the stretcher… poor, helpless, defenseless one.

She bites at this hook, and as she bends to hug him, he reaches up toward her, but just before it becomes an embrace, he falls limp again. With her holding on to him, though, this time it is not a come-on; its a put-off.

Back and forth, back and forth, double-bind, bait-and-switch.

All this took place within, perhaps, five or six seconds time. Much of it I wouldn’t have seen if I hadn’t slowed down the recording.

The thing I just posted on color and perception reminded me of some work I did with a friend while I was doing my first Prac training back in ’97.

She told me she hated salad because it was “just so green“, saying the word “green” with a tone of disgust and a visible shudder. I said, “There’s got to be at least one green food you like.” She thought for a second and got a look of lust in her eyes. “Key lime pie,” she said, making the words sound like phone sex.

(Now, I know, key lime pie isn’t so very green per se. Except when someone tints it. But it’s green enough to be considered green, especially by guys like me, who only see in primary and secondary colors anyway. 😉 )

All I did was help her change her submodalities of salad to those of key lime pie. Just a simple textbook swish pattern, a basic Prac skill. It took all of two minutes, including asking her for the differences between the pictures.

I’ve kept in touch with her since then, have gone out to eat with her many times, and have even taken her grocery shopping. In restaurants she frequently orders a salad, always finishes the salad even if she has to take her entree home, and tends to comment on how good they are; in the grocery store, salad fixings are always on her list. Here it is, over ten years later, and that simple swish is still doing its job.