WOW Word-Of-the-Week #300: Censor
May 17, 2010 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #300: Censor
Censor – to ban or cut portions in order to control or suppress information.
Do you remember when comedian George Carlin wrote a monologue titled “Seven Words You Can Never Say on Television?” It was 1972. Are you aware that Google is pulling out of China over censorship concerns and the strong stance of the Obama administration on Internet freedom?
Google pulling out was all “the buzz” in China when we were there. I read lots of editorials both for and against Google. When I got home I read Barbara Demick’s article in the LA Times titled, “China has its own list of ‘dirty words.’”
“There are 400,000 words in the English language. There are 80,000 characters in Chinese, and only a few of them are banned outright. Today there are currently 45 banned words. But it’s not called censorship; it’s called ‘guidance of public opinion.’ The challenge is you don’t always know when you’re being censored. When searching a sensitive subject, you will be frustrated with a blank screen and a vague error message (‘the connection to the server was reset while the page is loading’ is the most common) so you’re never quite sure whether you’ve hit the wall
(called the Great Firewall of China) or some technical glitch really did cause the problem.”
“Often, the user who’s tried to search something blocked won’t be able to get back online for several minutes – the equivalent of time-out given a naughty child.”
The best thing about traveling is coming home to “the good ole US of A.” I feel so fortunate! When Asians found out we were from the US they would talk about what a great country it is. Many had relatives living here and talked about their dream to come and visit. It is very expensive and time consuming to get a VISA.
This week think about how fortunate we are to not be censored. Do you take our freedom of speech for granted? Do you appreciate how much access we have to information?
Reader Responses
One must use code in china. Like hey babe let’s hook up for a good eggroll:)” – John
“I continue to pray and be thankful for our freedoms and lack of censorship’s.” – Bonnie
“Great word and very appropriate in this day and age. Your comments on China and its relationship with Google are right on. As much as China tries to restrict what its people see, the more information will continue to find its way inside the country. When people are told what they can’t have or get, it becomes the old forbidden fruit. Human nature is such that it will desire that forbidden fruit so much it will find a way to get it. Even if it means eating of the fruit of the Tree of Knowledge. A country that has nearly 2 billion people can only be controlled for so long before it has to open up. The Chinese government knows that if it allows ideas, speech and other knowledge from the outside to seep in, its control over those 2 billion people will become even more difficult. Such is the difficulty for China in joining the rest of the industrialized world. The government feels it can only open up so much at a time, but it can use censorship for only so long. As for the USA, the forms of censorship are more nuanced and subtle. We have to read more between the lines to find what is and what is not censored. But there is censorship; it just not as overt as it is in China and other countries. It sounds like you had an incredible trip. It is great to have you back.” – Joe
WOW Word-Of-the-Week #299: Anxious
May 17, 2010 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #299: Anxious
Anxious – what we feel when we are out of our comfort zone.
Do you remember the last time you felt anxious? Do you spend time worrying about future events? How do you feel when you do something you’ve never done before?
I don’t consider myself to be an anxious person. This week we got home from our 51 day “Asia Tour” and I have to admit I was a bit anxious before I left. I was feeling apprehensive. What if I didn’t pack enough clothes? Over half of the trip was unbearably hot and humid. The other cold, damp and wet. On top of that, we had the baggage weight restrictions to contend with. No more than 44 lbs. without getting charged. We were clearly over our weight!
Then there were all of the medications, lotions, cosmetics, prescriptions. What if I forgot something?
Then there was the feeling of leaving our home and making sure everything was taken care of. We had our very competent Amy staying here with a list of everyone she could call in the event of an emergency. Did I miss someone?
Then there was the thought of no travel insurance. What if something happens to my one of my friends or family while we’re gone? (We told everyone we weren’t coming home)
And once I got on the plane I went right into my “planned spontaneity.” If I forgot something I would just have to buy it. If something happened I would just deal with it.
Then there was the earthquake on April 4th. Did it do any damage to our home?
As it turned out, out of 19 flights we only got charged for excess baggage once. We love the United Star Alliance and Delta Sky Team rewards. (Don’t leave home without those cards)
We had packed everything we needed. We had email and stayed in communication with everyone. When the sprinkler broke Amy handled it. As for the earthquake, no one was hurt (but definitely shaken up, no pun intended) and we only had one broken plate that was on the fireplace mantel.
This week think about what anxious means to you. Does it bring up dread? How do you feel when you are out of your comfort zone? How much time do you spend worrying about some future event?
Reader Responses
“I really enjoy your weekly word. I’m still using it in my monthly newsletter. Thanks.” – Debbie
“Do not try to compete with this one – its in a ‘class by itself’. I loved the “first person witness stuff” because I started out in broadcasting. The four-color print was a marvelous bonus. How in God’s name did you manage to get away for 51 days??? The chemistry of being gone so long combined with all the fresh ideas you came home with combined to give your column an extraordinary boost!! Congratulations on a great article and a successful trip.” – PC
“Dick and I enjoy the FUN-damentals of Work & on the Playground of Life! I love the picture of the huge fish. Hope you had a great time in China.” – Geri
We all feel anxiety. I don’t think any of us is immune to the feeling, mainly because there are so many things we are responsible for as we grow into our lives. Invariably, there will be things we get anxious about. I can relate to your trip anxiety. There are so many things to take care of ahead of time: tickets, hotels, ground transportation, packing, work and family obligations. Just remembering to do everything before we leave can cause a great deal of anxiety. Before we leave, Kristen likes to have me set up an additional litter box for our cat and make sure both are clean. So, taking care of that and cleaning the house are two more things we have to remember before we leave. Then, we have to remember to take little Emma Phoebe’s car seat. Kristen gets a lot more anxious than I do, but that is really more her nature. I just try to remain the calm, cool and collected one. We have a routine down by now, but there will always be the anxious moments. I just try to remind Kristen when she begins to get anxious before a trip that all we have to do is take care of one thing at a time and it all gets done. She has a tendency to get way ahead of herself in terms of preparation. So, I ask her what it is I can do to help to reduce her anxiety. As long as I can stay cool, everything usually works out. There also is a lot of anxiety when we don’t have control over things. Trying to just take care of what I can control is the best, and I try to let everything else work out. And, it usually does. Thanks, Susan. Have a great week. We are in the midst of a nice spring.” – Joe
WOW Word-Of-theWeek #298: Loyalty
May 17, 2010 by Susan Clarke · Comments Off on WOW Word-Of-theWeek #298: Loyalty
Loyalty – what businesses (and spouses for that matter) want.
Do you talk to your staff about customer loyalty? What are you doing to create loyal customers, guests, members or clients? Are you a loyal customer?
This week I have been pondering loyalty and what it means to me. American Airlines created the Frequent Flyer Program in 1980 to create loyal flyers. I totally bought into the whole game and became loyal to United Airlines for what I got. All those miles! (Chris became loyal to Delta for the same reason.) I used to fly the airline that got me where I needed to go the fastest and easiest. Then the hotel chains, car rental companies, credit card companies, etc all created their own loyalty programs.
Bill Marvin, The Restaurant Doctor, writes in this week’s Electronic House Call, “In his new book, The Little Big Things: 163 Ways to Pursue Excellence, management guru Tom Peters says:
“I think we’re realizing that life is not this great intellectual construct. It’s remembering the simple things your grandmother taught you, getting through the day, and helping others get through the day.”
To which my friend and change agent, Chris Clarke-Epstein adds,
“What might happen if you, your team, and your organization decided to change some little behaviors that would build (or reinforce) a reputation of being the most helpful people on the planet. Now that’s change we could all live with!”
Am I the only one who thinks this is a perfect description of what you should aspire to be if you want to be known as A Place of Hospitality™? How close does your company come to meeting these definitions?
Remember that hospitality is about giving, not taking. When you focus on how much you can give your guests, they will reciprocate by giving you their loyalty and support.
But if your actions show you are only concerned with how much money you can get from them, potential patrons will see you as just one more place to eat, feel no long term loyalty and force you to compete on price.
You get to choose which way you do business. Choose wisely.”
I believe that every business should adopt the “Hospitality Mentality.” We all sell something and serve our customers, guests, members, or clients. This week focus on loyalty. How could you and your staff be more helpful? How does it feel to give more than you take?
FYI – Last week’s WOW generated this reader response. “Hi, you left us hanging. Did you capitulate and pay the restaurant charge or did you stand your ground? Inquiring minds want to know… “I absolutely stood my ground and got my $50 credit.”
Reader Responses
“In order to keep loyal customers, companies will have to remember to keep giving. Unfortunately, many corporations have cut back on customer perks in order to save money. This has forced customers to take their business elsewhere. This shortsighted policy is penny-wise but dollar-foolish. People who were longtime customers were used to these perks. Then, when the rug gets pulled from under their feet, they get frustrated and leave. Usually, firms learn their lessons too late, and they can’t get those customers back. If companies can bite the bullet in the short term and take care of their loyal customers, they might be surprised that they can build on that base. What I see a lot in business is that companies will copy cat what others are doing to pare costs. The mindset is: Well, that company is cutting back on things they never did before, so why don’t we. Rationalizing such cutbacks is a great big cop out. And they know it, but because others are doing it they might as well. It is not until business is gone that the companies learn their lessons. By then, it is way too late. I have also learned that when perks are taken away – from not only customers but employees – that they never come back. Once the loyalty is gone, it is hard to bring it back. Companies take years to build up trust and loyalty, but when they take things away it takes even longer to build up all that trust again. Sadly, it never does get back to where it once was. A sad time it is.” – Joe