Sawubona (English)

Sawu Bona, Zikhona

Why I got mad when a former Apple evangelist passed by and I was invisible 

After a crowded signing event just after speaking at #INCmty, Guy Kawasaki (@GuyKawasaki), a former Apple evangelist and keynote speaker, headed towards the other side of the campus passing right next to me surrounded by a small group of VIP staff. I tried to approach him just to ask for a photograph but he was so concentrated looking at some pictures on a digital camera that he didn’t see I was approaching… and then it happened. A staff member extended his left arm trying to block my way and said firmly “Step Back, He’s walking!!”. I just stared at them in disbelief while they walked away. I was upset, not because I didn’t get an autograph nor the picture itself, but by the way I was treated. Like I was an undesirable person or worse, an invisible one.

It took me less than a minute to understand what really happened. While I calmed down, I realised about my emotional reaction. It was a negative emotion. I could say I got mad and wanted somehow to get even, even though it’s not a big deal. I just felt that way and many other people feel the same at similar situations. Now… What was really happening inside my head when I faced indifference? Basically I was experimenting one of the most basic – but very deep and powerful – behavioural pattern. The one that I call “Pattern of existence”

Sawubona

More than 10 years ago, I was reading the very first pages of Peter Senge’s book “The Fifth Discipline: Fieldbook“. To my surprise and as an introduction, Peter Senge welcomes you with an interesting story called “I see you”, which is for me and with all my respect to Peter Senge’s work, the best part of the book.

“I see you”…

Among the tribes in South Africa, there is an important tribe called the “Zulus”. On any given day when they met each other a common greeting expresion is “Sawubona”, which means “Hi, I see you”, at which the other person responds “Sihkona”, which means “I’m here”. Even though this greeting might not seem important of significative, it’s really meaningful for the Zulus and it’s part of the spirit of ubuntu frame of mind. There is a folk saying “Umuntu, ngumuntu nagabantu” which means “A person, is a person, because of other person”. Considering this, when two Zulus meet and someone says “Sawubona” he is giving true meaning to the existence of other people, but if for some reason he ignores them, he is denying other people existence which is a great sign of disrespect among them.

Our over-saturated, constantly changing times make us indifferent to others

If we think about our day to day activities, it’s not difficult to see ourselves too concentrated in our own world, minding our own business and without giving credit to the existence of other people surrounding us, or worse yet, without even taking our eyes apart of our smartphones and with our headphones on. And we are not the only ones, but most  other people surrounding us are acting the same way. Now, when thinking about how to connect ourselves with other people, or being more specific to our clients, our employees or even to our family members, what could we do to create a strong connection with them?. Better yet, how can we take down the barrier we all raise to protect ourselves to the constant information and daily “noise” we face everywhere?. The answer is simple and lives in a basic behavioural pattern activated when we observe and listen to a person, read his current mood, get into his shoes, break the ice and make them feel comfortable by saying “I see you” with what we express or do.

This useful pattern at work…

Last weekend at #INCmty, Dave Kerper (@DaveKerper), who is President of Likeable Local and expert on social media strategy, told us an actual situation regarding the importance of developing a strong social media strategy to listen to our clients (watch his keynote at min 25:01) which could be used as a great example on how this behavioural pattern works.

A couple years ago, on a Vegas trip he decided to book in Aria, a trendy hotel which because of that, it was full of people trying to do the same. After waiting not for 10 minutes, nor 20 minutes but for 45 minutes and still without checking in yet, he grabbed his smarthphone and tweeted “Waiting in line at the Aria to Check in. Not worth it. #Fail”. As expected nobody from Aria was listening, but someone from Rio Las Vegas, a hotel just down the street did listen and within two minutes they replied: “Sorry you’re having a bad experience Dave. Hope the rest of your time in Vegas goes well”. Bang!!! Just like that. The prompt response was so empathic that next time Dave went to Vegas, guess where he stayed at?. You’re right. At the Rio Las Vegas. Also, this experience is being widely use by Dave through Likeable Social and his keynotes all around the world, giving them credit for what they did: they listened, got into Dave’s nice brilliant orange shoes and replied a tweet.

Now that you know this, why not try it by your own?

It could be easier for me to give you more examples and tell you the great similar reactions from very different people you might get, but I rather I invite you to try it on your own. Don’t be afraid to break the ice and interact with other people being widely ignored. You’ll open a box full of grateful surprises and, if you’re lucky, you’ll find a thankful response or a warmer service that will touch you deep inside. Loyalty, followed by some complimentary behaviour patterns is born this way.

I’ll bet you’ll enjoy it as well, sincerely…

Hugo Ortega

PD: @DaveKerpen, sorry for using your example without even asking first. But if you’re reading this and it helps you increase Likeable Local popularity even just a bit, you owe me a sign in one of your books. It’s not for me, I already have mine, but for a very special person that also admires your work. Thanks =)

Sawubona

Sawu Bona, Zikhona

Sawubona

Hace ya más de 10 años, estaba empezando a leer el libro “The Fifth Discipline: Fieldbook” de Peter Senge y para mi sorpresa y a manera de introducción, Peter Senge da la bienvenida con la siguiente historia, que a mi parecer y sin menospreciar la obra, es lo más valioso del libro.

Los Zulus

En Sudáfrica existe una importante tribu llamada los Zulus. Ellos, al verse un día normal se saludan diciendo “Sawubona” que significa “Hola, Te Veo!”, a lo que el otro miembro de la tribu responde “Sikhona” que significa “Estoy bien” ó “Estoy Aquí”. Aunque este saludo puede no ser tan significativo, si lo es para los Zulus ya que en la filosofía Ubuntu existe el fundamento esencial “Umuntu ngumuntu nagabantu”, el cual refiere “Una persona, es una persona, a través de otra persona”. Considerando esto, los Zulus al saludarse diciendo “Hola, Te Veo” están manifestando la propia existencia de la otra persona, por lo que ignorarla y no decirle nada, sería una ofensa muy grave para ella ya que se le esta negando la existencia misma reduciéndolos a nada.

Nuestra saturada, voraz e indiferente actualidad

Si recapacitamos sobre este punto, no es difícil visualizarnos durante un ajetreado día, concentrados en nuestros pensamientos e interactuando con el mundo y demás personas prácticamente en modo automático, o peor aún, sin despegar la vista de nuestros teléfonos inteligentes. Y no solo nosotros, sino la misma gente a nuestro alrededor actuando de manera indiferente ante uno y todos los demás. Pero, ¿Cómo hacer para captar la atención de la gente ante tanta indiferencia? ¿O desbloquear la barrera que ponemos ante tanta publicidad e información que intenta llegar a nosotros día a día?. La respuesta es simple: observa a la persona, escucha, identifica su estado de animo actual, ponte en sus zapatos, rompe el hielo y manifiesta que lo vez de manera individual y que para ti en ese momento es importante.

¿Como usar este patrón de comportamiento?

Dave  Kerper (@DaveKerper) nos dio un excelente ejemplo de este patrón aplicado en social media en su pasada conferencia (minuto 25:01) en el #INCmty. Comenta que en un viaje a las Vegas hace alrededor de 3 años, decidió hospedarse en el Aria. En ese tiempo, el hotel gozaba de muy buena preferencia y había mucha gente en linea esperando para hacer su Check-in. Dave espero no 10, ni 15, sino 45 minutos y aún no seguía su turno. En ese momento, ya molesto con el servicio, publicó en Twitter “Waiting in line at the Aria to Check in. Not worth it. #Fail”. Como era de esperarse, el Aria no estaba escuchando, pero el Rio Las Vegas si lo hizo y le respondió en menos de 2 minutos “Sorry you’re having a bad experience Dave. Hope the rest of your time in Vegas goes well”. Pum!!, solo eso y así de simple. Fue de tanto impacto esa situación que esa anécdota ha sido usada como ejemplo para trasmitir el mensaje de Dave a través de Likeable Local, así que adivinen en donde se quedó Dave la siguiente vez que fue a las Vegas, y la siguiente.

¿Para que nos sirve?

Es mucho más fácil para mi decirles específicamente que emociones despierta y como nos conecta este patrón con otra persona, pero para hacer esto más dinámico y el aprendizaje más efectivo, les pido que experimenten con este patrón con la gente que los rodea. No teman establecer una conversación breve con la persona que les cobre en cualquier tienda de conveniencia, o con el mesero en un restaurant, o incluso con algún compañero de trabajo. Pero recuerden, deben observar y escuchar a la persona, detectar su estado de animo, ponerse en sus zapatos, romper el hielo y hacerle notar que existe y que en ese momento ella y lo que hace es importante para alguien.

Seguro lo vas a disfrutar tu también.

Hugo Ortega

PD: Dave, si estas leyendo esto y si ayudé a que tu popularidad aumentara, me debes un libro autografiado. No para mi, yo ya tengo el mío, sino para una persona especial que también admira tu trabajo. =)