Are Deaf People Really Lousy Tippers?

January 30, 2005

lowtipping

(Click on the comic to see a larger version.)

Is bad tipping still a realistic stereotype about Deaf folks? Do Deaf folks still deserve the reputation of being bad tippers?

I don’t know. A friend says I’m in denial because I’ve only had one bad experience with a Deaf person’s tipping once in my entire life. Knowing how “Deaf” my life is, that’s pretty amazing. Or is it? Are Deaf people really bad tippers? I don’t think so. I think it’s an individual habit, not a community tendency.

I’ve heard horror stories about Deaf folks not tipping appropriately, but I’ve heard even more horror stories about hearing people not tipping appropriately. Heck, advice columns print comments about tipping all the time. In fact, the above cartoon ran in the Jan. 30 edition of the Minneapolis Star Tribune newspaper.

Yet, “DEAF TEND LOUSY TIP” consistently comes up as a topic among outsiders who are learning about the Deaf community. And I keep this stereotype in the back of my mind whenever I go to restaurants or beauty salons. But here’s what I do when I receive genuinely poor service.

Last week, I went to a local restaurant (keep in mind I live in a very Deaf-friendly town). We waited more than ten minutes (I counted) before the teenage waitress finally came to take our order. She only came because I walked up to her and asked her to come to our table. When the food finally arrived, there was some confusion over some orders, and the waitress took another ten minutes before coming back with our food.

By then, our glasses of soda had been depleted, and we were waiting to get refills. More than 15 minutes passed, and I finally went back to the waitress, who was chatting with her friends. No luck there in getting our refills. Finally, another waitress took our drinks and gave us refills. Never mind that the chicken I ordered was overcooked and I couldn’t even eat half of it, and the potato was cold.

I asked to speak with the manager — who didn’t seem much older than the teenage waitress — to let her know about the poor service. She smiled as she nodded, saying, “Okay, what would you like us to do about this?” I wrote, “Just make sure the waitress knows we’re not leaving a tip and it’s because of her poor service, not because we’re Deaf.” I also wrote on the receipt, “POOR SERVICE = NO TIP.”

This is a strategy I’ve adopted over the years. I don’t know whether it prevents the stereotype of Deaf folks being lousy tippers or not, but the point is: bad service is bad service, and good service is good service. I always tip 20%, but I’m not going to tip someone for horrible service just to avoid the stereotype of being a poor tipper.

I still say it’s people in general who are poor tippers. I also say Deaf people (and probably other minority groups, too) simply happen to be stuck with this stereotype because we’re more noticeable than hearing people. How a person tips has to do with a person’s background, whether they’ve been educated about how to tip or not, and respect for the work performed.

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Filed Under: Business, Culture, Humanity, Stereotypes

ON HAND: Two Worlds Apart

June 1, 2004

This originally appeared in The Tactile Mind Weekly in Trudy’s ON HAND column.

At Deaf Way Illinois in Chicago two weekends ago, I watched TWO WORLDS APART, a short movie produced and directed by Bernard Bragg.

The movie is about a respected leader in the deaf community, Robert Wilder (Bragg), who is confronted by his former classmate’s son Ken Cook, Jr. (Matt Ellis). Cook, harboring resentment against Wilder for not “helping” Cook’s dad succeed in life, submits a proposal for Wilder’s approval. However, Wilder turns him down. Cook is enraged, and tells Wilder that he has some information that will destroy Wilder’s reputation. There’s a shocking secret revealed at the very end.

Although I desperately want to give away the ending of the movie because it’ll help make my point, I won’t.

I was fascinated by how different educational and family backgrounds brought about different reactions to the movie. When Wilder’s secret was revealed, those who grew up within the Deaf community–especially those who used to attend deaf clubs–gasped in shock. Even I sat there wide-eyed, thinking, “What a sick, sick man!” But those from mainstreamed settings thought, “Okay, so what?” They just didn’t understand the impact of this nasty secret, even after I explained my perspectives.

I believe this absolutely stems from different experiences within the deaf community. I grew up in deaf clubs–I’m probably part of the last generation that saw what the “real” deaf clubs were like. I remember watching how people would identify the “good” and “bad” leaders of Deaf clubs. Bad: “Tend pocket money, strong lie-lie, dirty business, think big-head.” Good: “Good work, involve deaf many years. Good.”

Anyone who has seen or read TALES FROM A CLUBROOM will get a wonderful insight into the various characters that often make up deaf clubs–not the deaf clubs of today (gatherings at bars), but the “real” deaf clubs of yesterday.

Even though TWO WORLDS APART wasn’t about deaf clubs, it made me think of the labels that we so quickly put on people–and how often we can be wrong. . . It doesn’t matter what type of background we come from–deaf, mainstreamed, oral, whatever–we should always be wary of people who claim to be something they’re not. Especially those who lead lives of deception like Robert Wilder.

___________________________

I finally identified at least one more deaf person working at captioning agencies. Special thanks must go to David Pierce for helping me in my search. But this convinces me even further that deaf people are sorely underrepresented at these agencies. It doesn’t matter if closed captioning benefits hearing people in addition to deaf people; these agencies should employ several deaf people at all levels, especially administration.

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Filed Under: Business, Community resources, Culture, Media

Game show not covered by ADA

December 1, 2000

Originally appeared in Silent News, December 2000.

Deaf people sue for access; Judge says no

To get on Who Wants to be a Millionaire?, people must first battle a lengthy series of questions through a web of touch-tone phone commands. For a group of deaf people in the Miami area, this is what frustrates them.

Frank Zavala, a representative with the Miami Center for Independent Living, who has sued Who Wants to be a Millionaire?,  said, “The only way to be on is you have to call and answer questions. But here’s the catch. It’s a voice phone, [and] you can’t use relay nor a TTY. It’s ironic that they close-caption their show, but the deaf/hard of hearing can’t be on.”

The center filed a lawsuit against the show. Michael Lanham, the lawyer representing the center, said in an e-mail, “The basis of this action deals with a person’s mandatory use of a touch-tone phone, coupled with an automated telephone system or device that cannot be utilized by the deaf community (either through the state switch or by a TDD), the upward mobility impaired (cannot use their fingers or cannot push the numbers on a touch-tone phone), and some in the vision-impaired community (cannot see or utilize the phone).”

When asked why he accepted this case, Lanham responded, “Well, first, this process is wrong—it discriminates, and second, it’s treating certain disabled individuals like third-class citizens. And as a lawyer who lives with a disability everyday and who knows and specializes in rights for people with disabilities, I felt I had to try to eliminate a barrier of access, if I could.”

U.S. District Judge Federico Moreno ruled that the Americans with Disabilities Act (ADA) is not broad enough to cover the show’s screening process, but he said the show’s goal “should be to encourage participants with disabilities.”

Lanham said, “It’s up to each and every one of us, able or disabled, to exercise our Constitutional rights…to those who disagree and think this action is frivolous, I hope they would understand that some of us, regardless of our disability, want the opportunity to equally compete for the American dream of trying to win a million dollars.”

The game show had a blind contestant on earlier in the year. Zavala said, “You got a blind person on, why not a Deaf person? After all, we’re not dumb.”

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Filed Under: Business, Community resources, Legal, Silent News

Wyndholme Village to start construction by January 2001

November 1, 2000

Originally appeared in Silent News, November 2000.

Wyndholme Village, a residential senior community for deaf and hard of hearing people in Baltimore, Md., has come to an agreement with creditors regarding the construction of the community.

“My attorneys are preparing the necessary documents for the creditor’s signatures and along with a formal commitment for $6,000,000—the requirements set forth at the September hearing, have been met,” stated James M. Lancelotta, managing member and developer of Wyndholme Village.

Wyndholme Village, mainly operated by Lancelotta, was forced to file Chapter 11 bankruptcy in 1999. Scott Macdonald, Senior Vice President of Marketing, said, “Wyndholme Village went into bankruptcy due to a lender who agreed to fund $7,150,000 in October 1998. They did not perform.” Less than two weeks from the scheduled funding, the lender providing the capital admitted to misappropriating millions of company dollars, which subsequently halted all future activity. The lender was Cornerstone Lending Corporation of America. Michael R. Wise, President and Chief Executive Officer of Cornerstone, was charged with “serious financial improprieties,” and Cornerstone was unable to follow through with the promised money. A follow up by Council for the Creditors Committee revealed that Wise is currently incarcerated and Cornerstone Private Capital has been placed in receivership.

“Without these funds it became impossible for Wyndholme Village to carry the debt. Once this occurred—without the funds as promised—our cash flow from other Lancelotta entities were utilized costing over $200,000 a month. By March 1999 we were forced to seek Chapter 11 bankruptcy,” Macdonald said. He added that each day under the status of Chapter 11 bankruptcy has cost Lancelotta and Wyndholme Village in excess of $5,000 daily for protection of assets.

Macdonald added, “Prior to the hearing held on Sept. 17, I negotiated with all the creditors and was able to create a plan that was acceptable to everyone. The court wanted to be informed of the terms and parameters of the agreement. In essence, Wyndholme Village agreed to allow the creditors to have full control of the property in the event that Wyndholme Village is not able to make the payments it has agreed to make by Dec. 29, 2000.”

According to documents summarizing the planned payments, Wyndholme is required to pay as much as $6,245,000 to creditors, along with unsecured creditors being paid in full beginning in Jan. on a quarterly basis. All unpaid real estate property taxes and trustee fees will also be paid, totaling $56,500, along with administrative fees totaling $110,000.

An unidentified investment group is providing Wyndholme Village with the needed six million dollars by Nov. 28, with verification of these funds being provided to a bankruptcy court by Nov. 16. A cash flow analysis is also required to be provided by Nov. 16.

Wyndholme currently has 28 signed contracts of individuals ready to move into their units, although it has not actively tried to sell any units since February 2000. Macdonald said, “Jim Lancelotta decided not to pursue sales until he was completely sure that Wyndholme Village was going to become a reality. Now, he is sure and has already provided staff with their quotas.”

On Wyndholme Village’s website, Lancelotta writes, “My belief in the deaf community; the need of deaf seniors to have the opportunity to reside in a well-deserved quality environment eliminating the fear of isolation and the support of my staff, family, and the deaf population gives me the strength and conviction to prevail and take this ‘so-called risk.'”

Construction will begin in January 2001, although groundbreaking events will take place earlier.

The Wyndholme Village website may be viewed at www.wyndholmevillage.com.

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Filed Under: Business, Silent News

LightKitchen hopes to bring together fellow filmmakers

November 1, 2000

Originally appeared in Silent News, November 2000.

A group of students at Gallaudet University has formed a group, LightKitchen, in hopes of becoming a film company eventually. Ryan Commerson, one of the founders, said, “We gave birth to LightKitchen at XandO’s, a coffee house in Washington, D.C., after hours and hours of hard labor. So, right now, we are taking small steps towards the goal by producing few short works such as those shown on www.lightkitchen.com.”

According to the group, light is essential for any film or video production, while the kitchen tends to be the preferred gathering place for deaf people: well-lit, easy to communicate, and warm.

Rene Visco, another founder and the webmaster of the LightKitchen website, said, “To me, LightKitchen means saying, ‘I’ll make me a world.’  A world that people around the world can join in and watch. They laugh at our follies, beam at our successes, awed by our complex human natures, and cry with us in our darkest hours. The important thing is that they will understand what Deafness is and means.”

Commerson agreed with Visco, saying, “It’s clear that pushing for higher education [for deaf people] can’t do it all, or even politics – something is missing to make the connections with all of the major fields – entertainment. It’s the major element [of the deaf community] that has been largely neglected.”

On the site, visitors can view three entertaining videos: Daniele Le Rose’s ominous Millennium, Wayne Betts’ humorous Mr. V, or Ryan Commerson’s emotional Soulmate. Visco explained, “Soon in the near future, it is possible that LightKitchen’s website will be revamped again, this time with dynamic Flash content and more QuickTime clips. It will be a powerful visual medium for any Internet user. I aim and strive to make LightKitchen’s website a cutting-edge website that is front of the pack in the Internet.” Visco also hopes to make the site multilingual, including Spanish and Italian translations.

Currently, the group is working on Commerson’s rock climbing project, along with screenings of works by various deaf filmmakers such as Charles Krauel, Julianna Fjeld, and Peter Wolf. “We’ll have discussions on filmmaking aesthetics, approaches, and so on. We also will study why deaf moviemakers in the past have failed, and how we can learn from their struggles, and discuss aspects such as framing our language. Often shots of deaf people talking don’t look so great — why? What can we do to change that? How can we create a movie that can be enjoyed by millions—not only the deaf—and so on,” Commerson said.

The group is also planning a film festival of sorts. “We are planning to be a big sponsor for Gallaudet’s T.V., Photography and Digital Media’s MOS Fest (visual works without audio tracks), which Facundo Montenegro [the third founder of the group] will be preparing for next fall,” Visco said. This will enable the group to establish an annual film festival that will encourage deaf moviemakers on an international basis to participate.

Visco said, “Right now, LightKitchen is a profit-making business. I believe we will spin off a non-profit LightKitchen foundation so that we can influence the future generations of Deaf filmmakers, actors, actresses, and crew members around the world.”

Le Rose, who is visiting the United States as a Fulbright/Mason-Perkins Deafness Fund Scholar from Italy, hopes to be able to bring a branch of this organization back to his home country. He said, “LightKitchen is beneficial to me because I am able to share ideas and goals with others who have common goals. With this, I will be able to develop my skills and techniques for future use in Italy. For example, I would like to produce videotapes for distribution in Italy related to the arts, education, and culture of deaf people. I’d also like to produce movies. This will help expose the hearing community to our Deaf community.”

When asked about the struggles that the organization may face in its establishment, Commerson said, “Some believe in Deaf advancement by means of education. Some believe in Deaf advancement by means of political empowerment. We believe in Deaf advancement by means of entertainment. Without inspiration, tears, fears, or laughter. . .we’re facing the yellow hex sign that says Dead End.”

The group, which also includes Wayne Betts, has been using both individually owned equipment and loaned equipment. The acquisition of necessary equipment is another goal the group has.

The website may be viewed at www.lightkitchen.com.

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Filed Under: Business, Community resources, Gallaudet, Silent News

Editorial: What a start!

October 1, 2000

Originally appeared in Silent News, October 2000.

A few weeks ago, I drove from Chicago to Mount Laurel, N.J., to start my new job here at the newspaper. I had gotten lousy directions off the web—so at 1:00 a.m., I was lost in a new town in a new state. I got fed up with driving aimlessly up and down Route 73 trying to find my hotel, so I decided to make a u-turn (turns out they’re very illegal in this area) and got busted by a local policeman. Luckily, he didn’t ticket me. Even so, he was dumbfounded about how to communicate with me, and kept trying to make me lipread with the sirens flashing behind his head. I gestured for him to write, pointing to the lights. He then shone his flashlight upon his face—keep in mind his car was next to my truck with the lights flashing directly behind his head—and said, “Does this help?”

After agreeing with me that lipreading was probably useless, he admitted he had no idea of where I was supposed to go either. So, I paged a friend back in Chicago and finally got the correct directions.

The hotel office closed at 11:00 p.m., so late arrivals were expected to dial a specific number to call someone to come and open the door. I had called twice prior to my arrival to confirm my late arrival, and was told both times that they would make alternate arrangements for me with absolutely no problem.

I arrived at my hotel only to find that the office did not leave a note or key for me.

So, here I was, at 2:00 a.m., stranded.  I dialed the number repeatedly and stared blankly into the receiver each time, hoping that the other person would realize there was someone at the door. No luck. I once again used my pager (how did I ever survive before I got my pager?) and had someone call the office for me. At 2:30 a.m., I finally got the key to my room—and didn’t get to bed until 3:30 a.m. because of unloading my car, getting settled in, and trying to relax a little.

A few hours later, I started my first day at Silent News.

In thinking about that night, I’ve come to realize that even though we’ve come a long way in accessibility and equality, we’ve still got a lot of ignorance and inaccessibility going on. And that ignorance makes for a lot of frustration, especially at 2:00 a.m.

Even so, Silent News has been there for many of these changes or frustrations for the Deaf/Hard of Hearing community, and for many of the milestones in my life.

I started reading Silent News when I was a young child. I can’t really remember how or where. Maybe my parents subscribed, or I read it at school. Either way, I remember regularly checking the magazine rack in the “hearing impaired office” (as it was known back then) at my high school to see if Silent News or any other publication of interest had arrived. I would sit and pore through those publications inch by inch, drinking up every bit of information—and dreaming about where I would be going in the community. This was how I learned about our deaf leaders, our deaf people, and our events, and I would then share the information with the other 75 deaf students at my school.

That thrill of learning, that thrill of dreaming, and that thrill of reading about someone or someplace you know is something I hope to revive with Silent News. Even with all the instant news we receive through e-mail, the web, and TV, there’s still nothing like the feel of a new issue of Silent News that you can sit and read.

Silent News will be going through some changes. You may like them. Or you may not. Either way, we hope to have more original stories, more variety in our stories, and a more uniform look.

We want to make sure you get your money’s worth, and enjoy our paper. Also, if you’re interested in writing for us, we would be thrilled to have you on board.

I also need you to tell me what fonts you like or don’t like. What pictures do you want to see more of?  What stories would you like to see? What don’t you like? (By the way, we will be changing our logo in time for the next issue, hopefully—keep your eyes open for that!)

I’d also like to be able to have more diversity in our writers. Not all of our writers will be on a regular basis. Some will write only a few times a year, and others will write on a monthly basis. But I think you’ll agree that each brings a unique perspective to the newspaper.

Please know that this is your newspaper. I want to  produce a newspaper that meets your expectations.

Most of all, I hope to be able to make a difference for another person just like that Deaf child I was years ago.

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Filed Under: Business, Childhood, Culture, Editorial, Silent News Tagged With: ,

Wynd Communications responds to customer service complaints

October 1, 2000

Originally appeared in Silent News, October 2000.

Wynd Communications, a division of GoAmerica, Inc., is the deaf/hard of hearing community’s largest supplier of two-way pagers in the United States. WyndTell’s enormous growth in the deaf/hard of hearing community has generated numerous complaints about the company’s lack of customer service. Roger Willkins, director of the Deaf/Hard of Hearing Advocacy agency in Provo, Utah, sent out a request via e-mail and the agency’s website for information from customers having experienced problems with Wynd Communications and WyndTell pagers.

The website had received 116 responses as of Sept. 21,  consisting primarily of customers frustrated with not getting live customer help, or the lack of coverage for pagers. Willkins said, “When I heard their stories, I had tears in my eyes. Some of them suffered more than what I went through.”

Wilkins also said, “I only sent my request to a few people, asking if they had similar complaints. That was all—and yet I got 116 complaints. The purpose of this website was simply to pressure WyndTell to improve their service. That was all.”

Dan Luis, the president and chief executive officer of Wynd Communications since January 1998, wrote an open letter to the public in response to the complaints, where he lists several steps the company has taken to correct the difficulties. Some of these steps include increasing staff, having a quicker response time, and increasing the usage of online assistance at its website.

Luis said, “There are two realities at work here. Reality #1 is that in some areas of the customer experience, Wynd has stumbled and this has created frustration on the part of our customers. For this we have apologized and have created a mechanism through the open letter as posted on our website for those customers to get priority assistance in addressing their concerns. Reality #2 is that the vast majority of WyndTell subscribers are extremely satisfied with the service. In fact, last month alone 41% of our new customers came to us as a direct referral of another WyndTell subscriber.”

Wynd, based in San Luis Obispo, Calif., recently added John Archdeacon as the vice president of customer satisfaction in July. “He brings 19 years of experience to [customer satisfaction] in addition to having won personal and corporate awards for world class customer service in the software industry,” Luis said.

Hours of customer service will be expanded to accommodate differences in time zones. Luis added, “For our East Coast customers, it’s frustrating for them to call Wynd at 8 a.m. and not reach anyone because our business hours are 8-5 Pacific.” The company’s staff also has grown from 22 to 50, with 15% being deaf/hard of hearing and 30% dedicated to customer service.

WyndTell is also working on establishing an office on the eastern coast. “[The office] will serve as a central place for us to interact with customers in the east. We will be able to schedule training sessions, customer demonstrations, etc., from this facility and I think it’s vital that we reinforce our commitment to the community through these kind of activities.”

Wilkins said, “The president and CEO Dan Luis has invited me to visit his company. I am interested in seeing them improve a lot, and I am willing to help them with this. I think WyndTell wants their good reputation back. But I am afraid some of it is permanently damaged and they will have to work 10 times harder to regain their reputation.”

Luis said, “We plan to be around for a long time and I am grateful that we have chosen to serve this market. The rewards of changing the lives of thousands of customers all across America has been powerful and we’re grateful to those subscribers that have chosen Wynd over other options.”

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Filed Under: Business, Silent News

Wiser and more experienced, attorney hits campaign trail

October 1, 2000

Originally appeared in Silent News, October 2001.

Kelby Brick, an attorney who is deaf, is again running for a seat on the Greenbelt City Council in Maryland.

Brick ran for City Council two years ago but lost by fewer than 200 votes.

“As a deaf person, I understand the need to make all aspects of the government inclusive of all of its citizens. This means honoring, recognizing and meeting the needs and uniqueness of a diverse community,” Brick said.

Brick’s campaign kicked off with a non-partisan fundraiser co-hosted by Judy C. Stout, President of the Maryland Deaf and Hard of Hearing Democratic Club, and Gallaudet University President Dr. I. King Jordan.

“Two years ago, Kelby ran without any real organization or fundraising. He lost by fewer than 200 votes, so I knew that if he had support and funds, he had a very good chance to win,” Jordan said in an e-mail. “It will be a wonderful message to everyone, deaf and hearing, when he wins. Deaf people can do anything but hear!”

The fundraiser, which brought approximately 30 people, was only the beginning of Brick’s campaign. “Kelby has become more knowledgeable and has expanded his efforts to involve more people,” campaign manager Dan Brubaker said. “He’s also gotten more proficient with Greenbelt issues.”

The campaign team participated in Greenbelt’s Labor Day parade on Monday, Sept. 3, with Brick and his wife and son riding in a red convertible and approximately 15 campaign team members walking along while distributing flyers and throwing out campaign logo Frisbees, Brubaker said.

Brick, who originally hails from Pennsylvania, graduated from the Model Secondary School for the Deaf in 1989, and earned his bachelor’s degree in government from Gallaudet in 1993. It was at Gallaudet that Brick started his involvement in politics as Student Congress Speaker, among several other extracurricular activities. “Kelby was always an activist and a leader,” remembered Jordan. “He has those characteristics that many deaf people who were raised in homes where there were no communication barriers and there was confidence and self-esteem present. He’s bright and ambitious.”

After earning a law degree from Temple University, becoming the first deaf person to do so at the school, Brick moved back to Maryland. Prior to establishing his current private practice, Brick worked as legal counsel for the National Association of the Deaf’s Government Affairs department, and co-authored Legal Rights: The Guide for Deaf and Hard of Hearing People.

George Schroeder is one of the residents in Greenbelt who intends to vote for Brick. “I have always wanted to see a deaf person running for political office. I am very glad that a young deaf man like Kelby Brick wants to run.”

Schroeder said he was especially impressed with Brick’s commitment to specific issues. “Greenbelt is a fine city to live in. Still, more improvements are needed, e.g. more protected bike paths, better safety on the streets during the day and after dark, and reduced crime, especially auto-theft.”

Brick’s main focuses include education, safety, environment and Greenbelt’s city budget. “I intend to ensure that those issues are being addressed proactively. Greenbelt is a truly special town and its residents deserve a responsive council willing to face those issues head-on,” Brick said.

Stout feels Brick has a solid future. “He, by nature, is a bright young fellow on his way up. One has to be special with unique skills and the ‘know-hows’ to successfully win a political campaign and to be ready to represent his constituencies on the Greenbelt City Council,” she commented. “Kelby is ready to do it, and he will make us proud, showing the world that as a deaf person he happens to be, he can rise to the occasion just as good as anybody in the general mainstream, and do a heck of a good job with his political, then civic responsibilities.”

Brick said a few factors contribute to his commitment to Greenbelt: “Persistence, the desire for public service, and the support of my family, friends and others in the community.” He hopes to gain the vote of the estimated 3,500 deaf residents of Greenbelt, which is located about 15 minutes from Washington, D.C. “I am running against five incumbents, which makes it very difficult. But with the community’s support I am confident that the election results will be favorable,” he said.

Jordan agrees. “With work and perseverance, he’ll really go places.”

The Brick campaign has a website at www.kelbybrick.com.

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Filed Under: Business, Politics, Silent News
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