Friday, June 18, 2010

Down Syndrome - A Mother and a Doctor

Some of the most fun and impact-ful experiences of my professional life have come from my relationships and consulting opportunities with people with disabilities and their families. If you would like to read about it, visit more than the label
Colette
 
Here, a story on prenatal testing from the Ottawa Citizen newspaper.
'He's brought so much'For Dr. Lise Poirier-Groulx, becoming the mother of a son with Down syndrome changed the way she looks at the world
Bruce Ward
The Ottawa Citizen
Sunday, March 02, 2008


As a medical doctor, Lise Poirier-Groulx trusts in science. But when she was told in her eighth month of pregnancy that there was a problem with her unborn child she reacted like any mother: she panicked.

There had been no complications -- until she went for a routine ultrasound at 34 weeks gestation to check the baby's position. And then she found herself caught in a genetic accident. A doctor began telling her about the ultrasound images, explaining the abnormalities as one physician to another. But as she heard the words, her mother's heart was breaking.

Her son Christian was born with Down syndrome and congenital heart defects. He is eight now, a scamp who is adored by his big sisters Isabelle, 15, and 12-year-old Geneviève. Among teachers at his school in Orléans, Christian is known as "the star" because he is so outgoing. In his integrated Grade 2 class, the kids watch over him and make sure he is part of all their activities.

Christian is "well under his skin," as his mom puts it, and happier than many of the so-called normal people she sees in her psychotherapy practice. But Christian came into the world without the medical profession's seal of approval. His parents faced pressure and silent disapproval from doctors when they stated their choice, again and again, to have the baby.

Dr. Poirier-Groulx was 40 when she became pregnant with Christian. She and her husband François were raising two healthy girls and did not expect to have more children.
Still, she found herself marvelling at the easy time she was having. All that changed with the ultrasound. She was told that the baby was too small, that the amniotic fluid around him was inadequate. Additional tests showed that the baby also had "a severe congenital heart malfunction incompatible with life outside the womb."

A neonatologist advised her that the best course was to induce premature labour. The fetus, which weighed only 1.5 pounds, would almost certainly die during delivery or shortly after birth. But she and her husband had already decided not to terminate the pregnancy if the baby was diagnosed with a handicap. "When you're told in pregnancy that something is wrong with your child, obviously you panic," said Dr. Poirier-Groulx. "When I was going through that, it was assumed that you were going to terminate. Everywhere I went it was assumed.

"I got mostly cold stares and silences -- Is this doctor for real? What is she doing? -- that kind of attitude. We had to constantly state it: No, we don't want to terminate. There was none of this talk -- the pros and cons, positives and negatives of having a handicapped child. We never got that. It was just negative, when do you want to do it (the termination) type of thing.

"Although the system says they respect your decision and all that, it is not the experience of most women. When I was going through it eight years ago, there was practically nothing. It was like a void as far as positive testimonies of parents. We got one pamphlet about parents who had chosen not to terminate."

Christian was born by caesarean section at term, 38 weeks gestation. He weighed four pounds, and was more vigorous than expected. He spent almost three-quarters of his first year in hospital, and he has surpassed all expectations regarding his growth, development and quality of life.

Life with Christian is not easy, she said, but it is rewarding.
"I don't want to butter it up like this is a fairy tale because it isn't. We still have a lot of medical issues. He's still not sleeping through the night because he has sleep apnea. Obviously, if he's not sleeping, we're not. We're chronically sleep-deprived. That's a difficult part, I don't want to sugar- coat it. It's a lot more work than a regular child, with his physiotherapy, speech therapy and occupational therapy."

Christian had heart surgery in 2006, and will need another heart operation in three or four years. So far in his short life, he has had 15 surgical interventions.
"It's quite an adventure to live with him and he's brought so much. For me, he has changed my whole perspective When I looked at people who lived with a handicap, I would think poor them, like they were an object of pity. But now, because I live with my son, I see them as a little bit like prophets because they have such a strong message to bring about humanity, about the strength of the human spirit.

"My life has changed drastically, but I also see how he touches people. At school everybody notices him and people are drawn to him. Nobody is neutral when they come in contact with him. He either brings out the worst or the best in people. When I say he's well under his skin, I mean he just takes life in the present moment."

Christian has a huge effect on his sisters' lives as well.
"They find him annoying at times, just like anyone would find their younger brother annoying. The big thing they find difficult is it takes a lot of our time, my husband and myself. We constantly have to monitor him, he can't be left alone because he has a mental disability, he doesn't have any judgment about safety. Because we're tired, we don't have energy or a lot of time to spend with them. But we talk about that. They let us know that's the part they find difficult."

But the girls have also learned from Christian.
"They have developed and learned things I didn't need to teach them, just by contact. They'll see a person with a handicap at the shopping mall and they'll say, 'Oh my gosh this person is cute.' They see the beauty of the person behind the handicap. We don't have to talk about that, they live it."  Dr. Poirier-Groulx believes Christian has "an advanced emotional connection, a little bit like a blind person who has increased hearing or touch perception. "He senses moods, he'll come to you and just touch your face and look at you. And you're kind of startled. It's a little bit eerie sometimes that he picks that up."

Dr. Poirier-Groulx has endured thoughtless remarks about Christian by adults who seem to disapprove of his existence in the world. She worries that her son will be stigmatized.
"I hope Christian never gets to understand, that somehow it would come to him in a very direct way, that his life is not worth living or people look at him and think that he is a lesser human being. That really worries me."
© The Ottawa Citizen 2008

100 Mile Bike Ride

An invitation from my friends at LACL:

100 Mile Bike Ride Saturday June 19

Join us for the public barbeque from 11am-5pm as we welcome the riders at the finish of the ride to raise money for the Lethbridge Association for Community Living and the Cystic Fibrosis Foundation.
Behind 515-5th Street South

There will be food and lots of family activities so make sure to stop by to support this great event in partnership with Dr Murray and the Able Dental Group.
See you there.
Dave

Dave Lawson
Executive Director
527-6th St. South
Lethbridge, Ab
Phone 403-327-2911

Wednesday, June 16, 2010

What will you do for money?

I believe that being in business is one of the most interesting character developing and personal growth exercises! It seems every day we have an opportunity to be tested and define our parameters, not just in terms of business practices and policy, but in who we are and how we behave in relation to clients, prospects, vendors and our community.

Yesterday I was approached by a new firm offering a leadership coaching program. The representative wanted to a) sell me on signing up, and b) secure my agreement to promote their program to my circle of professional contacts. She was very surprised when I told her that I never enter into commission or kickback agreements.

Why not? We all need cash flow to sustain our businesses and lifestyle, and wouldn’t it be nice to have an additional source of income just show up from time to time?

The stance we have taken in my firm is that if we know of a product, service or resource that would be valuable to colleagues, friends or business allies, we are happy to send it along to them with no thought of compensation.
And if we don’t see that kind of value, there isn’t enough money in the world to secure my referral on any terms.

What do you think? Is there another point of view that I am missing? Love to feature your comments and feedback in a future book or upcoming blog article.
Colette Acheson

Monday, June 14, 2010

Defining Good Customer Service

It's interesting how my thinking about business practices shifts from the theoretical to the practical in light of experiences where I am personally on the receiving end of a business policy.  Usually I bring a birds-eye view in my professional role as a consultant advising business and organizational clients, but when I am the customer it really brings home the principles that provide a 'rudder' to guide the policies we recommend.

Right now, this is on my mind because of the situation with an unnamed company, that provides marketing workshops and consulting services. In February, I signed up for a workshop with them which was scheduled, tentatively, for the end of June.  Around the end of March I decided that I didn't want to attend and have requested a refund. They refused, citing a 7-day cancellation policy which they claim was written on the bottom of the photocopied registration form.

Of course, every business has the right to develop their own unique policies relating to returns, refunds, or cancellation of agreements.

Depending on the industry, the consumer may be asked to agree to those terms at the time of purchase; ie a check box for an online transaction which might say something like "I have read and understand that ..... stated policy".  But sometimes, you might not realize what terms you have accepted until you go to return an unwanted item and the clerk points to their no-refund policy posted on the wall or the bottom of your receipt. And except for a few rare circumstances, it's all legal.

There are many businesses who have built a very successful brand on the premise of "no sale is ever final". The women's clothing retailer Ricki's comes to mind.  And from personal experience,  I believe that Totem Building Supplies has a very generous policy for returns; at times even accepting a return item from us without a receipt.

We also know of people who abuse a store's return policy; purchasing a dress, jewelry or shoes, wearing them for a special event and then trying to return the day after.  My friend Angeline who owns Bells & Bows Bridal has many such stories.

So how does a business determine a reasonable policy which is fair to both the business and consumer? In advising my business clients, we generally walk them through a thinking process to identify a set of best practices that will a) protect their financial viability and profitability, and b) be perceived as fair and reasonable by the marketplace.

We ask them to think about what costs they have incurred which they cannot recover in the event of refunding a client's money. The formulas are different for every operation, and can be complex depending on the industry and size of company. For example; at the time you buy that dress Angeline's single location store has already paid the rent & utilities for their space, commission and wages for the sales clerk and the wholesale cost of the item. All of which have to be paid out of your purchase price. If she agrees to accept your dress on return, even assuming it's in perfect condition and still current enough to attract another immediate buyer, simply absorbing those fixed costs may make the difference between the sale being profitable and not.

In the case of a business like this with no building location, no inventory, and no fixed staff costs, I have a tough time accepting a no-refund policy on a workshop four months away. At that point, she is only committed to a minimal expense and still has four months to re-sell that seat to some one else.  Refusing to consider even a partial refund under those particular circumstances seems indefensible.

Aside from whether or not they are legally entitled to keep my $750 for a workshop that I will not be attending, I do believe that every action we take in life has a consequence, and in my view most of the time the cost of an unhappy customer far outweighs any benefit of keeping the money.

What do you think? What's the experience in your business, on either side of this debate? Send me a note, I'd love to include your examples in a future book or blog article.
Colette Acheson

Wednesday, June 9, 2010

Business vs Ethics - What's Your Refund Policy?

Teresa, in the words of Marianne Williamson: "I forgive you and release you to the Holy Spirit." May we both find peace over this issue.

Monday, June 7, 2010

The gift of Ignorance?

Another interesting excerpt from Wizard of Ads marketing guru Roy H. Williams. This morning he says:  
"Ignorant people aren’t stupid but merely uninformed; a marvelous advantage when you need a perspective from “outside the box.” The truly naïve are so thoroughly “outside” they’re not even sure what you mean by “the box.”

When you consult specialists within your industry, you’re talking to the builders of the box, the guardians of the box, the faithful defenders of THE BOX. So when specialists fail to provide the innovative thinking you need, ask the opinions of intelligent people who have no experience in your industry. This is the second quickest shortcut to successful innovation." 

Honestly, I had to read the section twice before I connected to his brilliance. In my consulting firm, we have had many instances where our greatest value to a client was in bringing a perspective that was completely foreign to their way of thinking, and how out of that 'ignorance' new insight is born, new solutions are created, and old problems are solved.

Thanks Roy.
Colette Acheson