Hold Thy Tongue, Knave!
9 Sep
Customers or clients have you seething? We’ve all had that urge to put someone in their place. But President Abraham Lincoln had a better approach, as recalled by Paul Boller, Jr. in Presidential Anecdotes:
One day Secretary of War Stanton complained to Lincoln of a major general who had accused him of favoritism in extremely abusive language. Lincoln suggested writing him a sharp rejoinder. “Prick him hard!” he said. Stanton at once wrote out a strongly worded letter, then showed it to the President. “Right! Right!” cried Lincoln approvingly. “Just it! Score him deeply! That’s first rate, Stanton.” But when Stanton folded the letter and put it in an envelope, Lincoln interrupted him. “What are you going to do with it?” he asked. “Send it,” said Stanton, surprised at the question. “Nonsense!” exclaimed Lincoln. “You don’t want to send that letter. Put it in the stove. That’s what I do when I have written a letter while I am angry. It’s a good letter, and you’ve had a good time writing it and feel better. Now, burn it, and write another letter.”
Next time you’re tongue-lashed by an angry customer or a bitter competitor, spare the invective. Adding fuel to the fire rarely boosts your business.
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