Archives for January 2006

The Value of a Pen and Paper

This article originally appeared at i711.com.

Growing up in Chicago, I often took Amtrak rides to my grandparents’ house in Quincy, Ill. When I was 15, I went there for my spring break. These rides were leisurely for me, because I could nap, read, write, or play games.

That evening, we were at top speed after leaving the next-to-last stop in Macomb, a college town about an hour away from Quincy. I was hunched over with my head resting on the seat in front of me, playing on my GameBoy. I realized that I had better move my head up, because my neck could snap if something happened.

As I leaned back, there suddenly was a phenomenal screeching, with a foul stench filling the train. What I remember the most was the screeching and grinding of brakes; it seemed to go on forever, with every passenger leaning forward in sync with the train’s bumpy motions. After the longest time, the train finally came to an angry stop as we all snapped back into our seats. Time froze; the air was eerily quiet.

Slowly, people started standing up, looking at each other, picking up luggage that had fallen. I stayed in my seat, trying to see if I could figure out the situation. Everyone looked dazed. I was absolutely clueless and trying to figure out my next step, then I remembered I had what proved to be the most valuable tool that night.

I took a notebook out of my backpack, scribbled, “What happened?” and leaned over to a young woman across the aisle. I now realize she probably was in her late 20s, but at the time it seemed like she was so much older. She shrugged and wrote, “I have no idea!” She spoke with her co-workers, who also shook their heads. After a long wait, an announcement was made. I waited as the woman wrote, “They said we hit a pick-up truck.” The smell of gas and rubber continued to float in the air, and I didn’t really know what to do. I decided to stay put.

By now, people were going to the food car, getting beer, pizza and talking. It was a festive atmosphere, much to my puzzlement. I kept worrying about how I could notify my grandparents, who were probably in their car at the station. The woman’s boss gestured, asking if he could play with my GameBoy. This 20-year-old drummer sat next to me, fascinated by the fact that I was Deaf. He offered me beer, saying he could get me more. I politely declined and was given an ink-stained business card if I “ever want[ed] to just talk…”

After about an hour, the woman said that the driver was dead, and that the truck had been dragged half a mile. She also said that we could look at the truck. Being the rubber-necker that I am, I went outside with my notebook in hand. There were blinding red lights flashing everywhere. The red truck, hit at a rural railroad crossing without gates or lights, was smashed flat in the middle, wrapped around Amtrak’s trademark pointy front. There was a hole in the window where the driver had been ejected. In the bed were gloves and a toolbox. I stood there for the longest time; I felt helpless. I went inside, and for the next two hours, the woman kept me constantly updated on how we would get to Quincy. We finally got to Quincy at nearly two a.m.

The driver was a man named Ron, 51 years old with two kids.

I think of Ron and that night often. But what I always remember more was the woman’s willingness to keep me updated. She even called my grandparents the next day to make sure I was okay. If I had not brought a notebook and pens and if I had not taken the initiative to ask her, I probably would have been scared beyond belief that night.

I used to make fun of how my dad would always carry around a notepad and pen in his shirt pocket. I don’t do that anymore; I now carry around paper and a pen with me everywhere I go.

Copyrighted material, used by permission. This article can not be copied, reproduced, or redistributed without the written consent of the author.

Power in Numbers: Deaf-Friendly Businesses

This article originally appeared at i711.com.

When my husband and I began shopping for photographers for our wedding day last November, we went to two of the most well reputed photography studios in town. This is a small town; everyone basically goes to one of these studios or the other.

The first studio we went in, we indicated that we were Deaf and wanted to communicate by writing. Keep in mind that Faribault is a very Deaf-friendly town; it’s got the Minnesota State Academy for the Deaf, plus a large Deaf population. Deaf people here are used to friendly nods and quick understanding of how to communicate; there’s usually one person who signs at almost every business in town. Back to the studio; the woman gave us a tiny piece of paper, and we asked for a bigger piece of paper because we knew it’d be a long conversation. She sighed, cracked her gum and made a face as she wandered off looking for paper. We left immediately; her attitude said enough.

We walked down the street to the second studio, which was friendlier but didn’t seem eager to work with us. We left not quite satisfied. When we shared our frustrations with some of the other Deaf people in town, they had similar experiences and shared more information about which businesses in town “liked” Deaf people and which ones were “cold to Deaf people.” Fortunately we ended up finding a husband-and-wife photography team who was absolutely fantastic to work with.

After this experience, I got to thinking: why isn’t there such a thing like Angie’s List for businesses that may not be accommodating of deaf people’s needs?

The Angie’s List web site (at www.angieslist.com) says, Angie’s List is a word-of-mouth network for consumers. It’s a growing collection of homeowners’ real-life experiences with local service companies. The people who join Angie’s List are like you — looking for a way to find trustworthy companies that perform high-quality work. Rather than digging through the phone book, they check Angie’s List to find out what people in their area are saying about the companies they’ve hired.

Wouldn’t it be great if someone could set such a list up for certain areas with large deaf populations, like Faribault, with specific customer experiences listed?

I don’t mean for this list to become a bashing site, nor do I mean for it to become an opportunity to hurt a business. There would, ideally, be safeguards in place to prevent false reports and/or accusations from being listed. But it’d be a great opportunity for us to share real-life experiences, positive and negative, with businesses in our locality. That way, maybe we could get businesses to consider how they work with Deaf people’s varying communication needs. My business teacher said that the average customer tells at least nine other people if s/he has had a bad experience with a store, probably more. That’s a lot of lost business if the word-of-mouth reputation isn’t very good.

Granted, for every bad customer experience, there are several good customer experiences (or vice versa), but at least we’d be able to know about these incidents. It would also help us work out solutions with certain businesses that may have stereotypes about Deaf people. For instance, I once called my local food store to try and order some potato salad for a housewarming party I was hosting. I called two times via Internet relay but was hung up on both times. I ended up driving eight miles to the store and talking with the very understanding manager; it turned out the worker who answered the phone thought I was a Nigerian prank caller and had no idea that there were so many Deaf people in town. After the manager reprimanded her, I got about $50 worth of potato salad at no cost. While this was a good compensation, I didn’t appreciate the hassle. A list like Angie’s List would resolve this common occurrence. It could also help provide solutions for how to avoid these hassles, for both the customer and the business.

As Angie’s List says on its web site:
Power in numbers: Through Angie’s List, you have the ability to quickly and easily tell thousands of other Angie’s List members about your experience with a company. That’s really great news for the companies that do quality work — and not so great news for the companies that don’t. So when contractors know that you’re an Angie’s List member, we’ve found that you’re more likely to get a quick call back.

Besides, solutions are what we’re after, aren’t we?

Copyrighted material, used by permission. This article can not be copied, reproduced, or redistributed without the written consent of the author.

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