Happy New Year

Customers Driving You Crazy?

Common Problems and How to Cope.

Your customers' irrational behavior is biochemical in origin. To calm them down, stay cool yourself.

Here's a list of the seven most common problems with customers on adrenaline overload, and how to deal with them:

1. The customer can't follow simple directions
Under a flood of adrenaline, the brain loses its ability to do sequence. That means that steps one, two, and three become a hopeless jumble. If you tell them to walk down the hall, take a right, and go in the green door, they may get lost at the first turn.
Solution: Go along and show them the way, step by step, even if it strains your patience.

2. They snap at you when you're trying to help
The adrenaline-overloaded are edgy and get hostile around jargon or unfamiliar words. Think of the last time you had a computer problem and the techie started spouting geek at you. Wanted to kill him, right?
Solution: Keep your words short and simple. Repeat them as often as necessary.

3. They ignore signs and directions right under their noses
With too much adrenaline the brain loses its ability to pick out key objects. You've probably done this yourself: You're dashing out the door and suddenly you can't find your keys. After you tear the whole place apart, you realize they're sitting in front of you. This is how a customer manages not to see the warning on the back of the box, or the directions on the package.
Solution: Point out the information--calmly.

4. They ramble on and bring in every problem
It's the problem with sequence again. They can no longer tell what's on topic and what's off.
Solution: You'll need to walk them through it. Ask, What happened first? Then, Okay, then what happened next? As they step through the sequence, they'll probably become coherent again.

5. They don't listen to a thing you say
Adrenaline causes people to lose the ability to take in new information. They're not purposely ignoring you. It's just that that part of their brain is now disconnected.
Solution: Talk slowly and draw the customer a simple map or diagram to emphasize your words. If they can't recall what you said, at least they can look at the diagram.

6. They argue even when you agree with them
Remember, they may not be able to hear what you said. You could offer them a free trip to China and it won't matter if they can't hear you.
Solution: Ask simple sequence questions until the customer calms down. Then make your offer or state your proposal.

7. They make you as frazzled as they are
Adrenaline flooding is contagious. That means that, even as they tell you that rambling story, you're losing your ability to listen to it. Luckily, calm is contagious too. Keep breathing deeply, keep your voice low and steady, and you can bring them around to you.

Needless to say, this is going to take some practice, but look at the bright side: Once you've mastered the art of dealing with fractious, adrenaline-overloaded customers, you can use the same techniques on irate colleagues--or a ranting boss. In all, a skill set well worth cultivating, wouldn't you say?

Picture of the Week

The Pomala Palace is illuminated during the Randeng Festival in honor of Tibetan master Zongkaba in Lhasa, on December 21. Zongkabawas was the founder of the Gelug Sect of Tibetan Buddhism -- Getty Images

Santa Claus

Originating from Western culture, where the holiday is characterized by the exchange of gifts among friends and family members, some of the gifts are attributed to a character called Santa Claus (also known as Father Christmas, Saint Nicholas or St. Nikolaus, Sinterklaas, Kris Kringle, Père Noël, Joulupukki, Babbo Natale, Weihnachtsmann, Saint Basil and Father Frost).

The popular image of Santa Claus was created by the German-American cartoonist Thomas Nast (1840–1902), who drew a new image annually, beginning in 1863. By the 1880s, Nast's Santa had evolved into the form we now recognize. The image was standardized by advertisers in the 1920s.

Father Christmas, who predates the Santa Claus character, was first recorded in the 15th century, but was associated with holiday merrymaking and drunkenness. In Victorian Britain, his image was remade to match that of Santa. The French Père Noël evolved along similar lines, eventually adopting the Santa image. In Italy, Babbo Natale acts as Santa Claus, while La Befana is the bringer of gifts and arrives on the eve of the Epiphany. It is said that La Befana set out to bring the baby Jesus gifts, but got lost along the way. Now, she brings gifts to all children. In some cultures Santa Claus is accompanied by Knecht Ruprecht, or Black Peter. In other versions, elves make the toys. His wife is referred to as Mrs. Claus.

It is often claimed that the basis for the North American figure of Santa Claus is the Dutch holyman and bringer of gifts Sinterklaas. During the American War of Independence the inhabitants of New York City, a former Dutch colonial town (New Amsterdam) which had been swapped by the Dutch for other territories, reinvented their Sinterklaas tradition, as Saint Nicholas was a symbol of the city's non-English past. The name Santa Claus supposedly is derived from older Dutch Sinte Klaas. However, the Saint Nicholas Society was not founded until 1835, almost half a century after the end of the American War of Independence. Moreover, a study of the "children's books, periodicals and journals" of New Amsterdam by Charles Jones revealed no references to Saint Nicholas or Sinterklaas. However, not all scholars agree with Jones's findings, which he reiterated in a booklength study in 1978; Howard G. Hageman, of New Brunswick Theological Seminary, maintains that the tradition of celebrating Sinterklaas in New York was alive and well from the early settlement of the Hudson Valley on.

The current tradition in several Latin American countries (such as Venezuela and Colombia) holds that while Santa makes the toys, he then gives them to the Baby Jesus, who is the one who actually delivers them to the children's homes. This story is meant to be a reconciliation between traditional religious beliefs and modern day globalization, most notably the iconography of Santa Claus imported from the United States.

In Alto Adige/Südtirol (Italy), Austria, Czech Republic, Southern Germany, Hungary, Liechtenstein, Slovakia and Switzerland, the Christkind (Ježíšek in Czech, Jézuska in Hungarian and Ježiško in Slovak) brings the presents. The German St. Nikolaus is not identical with the Weihnachtsman (who is the German version of Santa Claus). St. Nikolaus wears a bishop's dress and still brings small gifts (usually candies, nuts and fruits) on December 6 and is accompanied by Knecht Ruprecht. Although many parents around the world routinely teach their children about Santa Claus and other gift bringers, some have come to reject this practice, considering it deceptive.

Gibran K. Gibran: Prayer

Then a priestess said, "Speak to us of Prayer."

And he answered, saying:

You pray in your distress and in your need; would that you might pray also in the fullness of your joy and in your days of abundance.

For what is prayer but the expansion of yourself into the living ether?

And if it is for your comfort to pour your darkness into space, it is also for your delight to pour forth the dawning of your heart.

And if you cannot but weep when your soul summons you to prayer, she should spur you again and yet again, though weeping, until you shall come laughing.

When you pray you rise to meet in the air those who are praying at that very hour, and whom save in prayer you may not meet.

Therefore let your visit to that temple invisible be for naught but ecstasy and sweet communion.

For if you should enter the temple for no other purpose than asking you shall not receive.

And if you should enter into it to humble yourself you shall not be lifted:

Or even if you should enter into it to beg for the good of others you shall not be heard.

It is enough that you enter the temple invisible.

I cannot teach you how to pray in words.

God listens not to your words save when He Himself utters them through your lips.

And I cannot teach you the prayer of the seas and the forests and the mountains.

But you who are born of the mountains and the forests and the seas can find their prayer in your heart,

And if you but listen in the stillness of the night you shall hear them saying in silence,

"Our God, who art our winged self, it is thy will in us that willeth.

It is thy desire in us that desireth.

It is thy urge in us that would turn our nights, which are thine, into days which are thine also.

We cannot ask thee for aught, for thou knowest our needs before they are born in us:

Thou art our need; and in giving us more of thyself thou givest us all."

Now, What About a Cigar?

Picking a cigar:
Pick the color wrapper you prefer, dark or light. Gently feel the cigar between your fingers (don't roll it because that could cause the wrapper to crack) to see if it's too moist or too dry. Inspect the construction of the cigar to insure there are no cracks in the wrapper and the cap is in good condition. While some cigar smokers like to hold the cigar up to their nose and sniff the product, others find this distasteful when they see someone put a cigar up to their nose and then put it back in the box. If you must smell the tobacco, just hold your nose 12 inches over the box of opened cigars and take a breath, this should be sufficient for you to determine the bouquet of the cigar and it will cause fewer problems for other customers.

Cutting a cigar:
Many feel that using a guillotine type cigar cutter or cigar scissors is the most effective way to cut a premium cigar. Be careful not to cut past the cap of the cigar. Besides a guillotine type cutter, some smokers use a sharp knife, a cigar punch, a V cutter and some even use their teeth. Perhaps the most difficult cutting instrument to use is the cigar scissors which requires practice, a steady hand and a good eye.

Lighting a cigar:
The foot, or tip of the cigar should be started by using a long wooden cigar match or a butane lighter. Avoid candles, paper matches, a stove and lighters that use lighter fluid (naphtha) because the chemicals and odors can affect the taste of the tobacco. When using a match, wait until the sulfur burns off before lighting the cigar. The ideal instrument is a butane lighter.
Start lighting a cigar by holding it at a 45-degree angle over the flame, about 3-4 inches from the tip of the cigar (depending on the height of the flame you're using) and rotate the cigar until the foot begins to ignite. Never letting the flame touch the cigar, slowly puff on the cigar while rotating it around the flame.
Take a look at the foot and make sure the cigar is burning evenly. To insure a proper light you can gently blow on the foot to insure a complete lighting. Once the cigar is lighted let it sit for a minute as the short delay will allow the freshly lighted cigar to stabilize.

Letting the ash burn:
Most premium handmade cigars (those costing from $3 to $30 each) will hold a very long ash before falling off. The ash on cheaper cigars tends to flake easily and fall off more frequently. Properly grown and maintained cigar tobacco will have a whiter ash than the sometimes very gray ash produced on lower quality cigars. While some smokers like to see how long the ash on a cigar can grow before falling off by itself--keep in mind when in a public place where cigar smoking is permitted--or at a party, you don't want cigar ashes to fall on your clothes, a floor, or a rug. It's always wise as you see the ash starting to gain length to gently tap it off.

Keeping the cigar band on or off:
It's mostly a personal decision when opting whether to take a cigar band off or leave it on while smoking ones favorite cigar. Some say that leaving the band on promotes conversation among cigar smokers, while others say it's a showy thing to do that shows a lack of proper cigar etiquette. If you do decide to remove the cigar band make sure you let the cigar heat up before taking it off, as the heat from the cigar will help loosen the glue that holds the band on. Remember too, that taking the band off some brands of Cuban cigars (even after heating), like the Montecristo, is very difficult and can result in damage to the cigar wrapper.

Relighting and putting a cigar out:
Perhaps one of the most overlooked aspects of cigar smoking is relighting an extinguishing cigars. On the subject of relighting, cigars by nature will go out if not puffed on every few minutes, so relighting a fresh cigar isn't a problem. While some contend you can save a partially smoked cigar for more than 24 hours, it's best to avoid relighting a cigar that hasn't been smoked in more than 2 hours. When relighting a cigar hold the flame in front of the foot and blow out to help expel any old gases or ash that may have become trapped in the cigar. After that step, follow standard lighting procedures. To extinguish a cigar, just let it go out by itself in an ashtray. Stubbing-out a cigar produces a stale odor that can linger in a room. Once you're sure your cigar is out dispose of it in a safe manner.

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Picture of the Week

The space shuttle Endeavour, mounted atop its modified Boeing 747 carrier aircraft, flies over California's Mojave Desert on its way back to the Kennedy Space Center in Florida after completing the STS-126 mission in this photo taken on December 10, 2008 and released by NASA on December 17, 2008.

REUTERS/NASA-Carla Thomas/Handout

The Pause That Refreshes

Seven Secrets to a Great Cover Letter

Aside from a resume, your cover letter is the most important job searching tool you must develop. A cover letter introduces you to potential employers and gives you the opportunity to draw the reader's attention to particular skills and experiences. Done right, a cover letter can move your resume to the top of the pile. If you are not sure how to make your cover letter stand out, here are seven secrets that will get you started in the right direction.

1. Make it personal. Do not address a cover letter to a generic being, such as "hiring manager." While finding the correct addressee might take a little work, finding that person is well worth the effort. Call the company and ask to whom to send your resume. If the company will not give you a name, try to find out through other means, such as current employees or corporate Web site. Putting a real name on your letter will make it look more like an important piece of correspondence and less like junk mail.

2. Get to the point. You cover letter should never be more than one page, and once you include your return address and the company address, you do not have much space. That is why you need to let the reader know why you are writing immediately. If you are responding to an ad for an open position, mention that ad and position in the first line or two. If you have been referred by another individual, let the reader know that right up front.

3. Show off your company knowledge. One way to get a hiring manager's attention is by demonstrating that you have done your homework. Before you start writing your letter, research the company to learn about recent news and events, its financial status or any mergers or acquisitions. You can then incorporate this knowledge into your letter, particularly in the first paragraph. For example, you might start by mentioning a recent story you read about the company's success expanding into an international market, and express your interest in utilizing your past experience in international business relations to help further the company's position overseas.

4. Answer their prayers. You can and should use your letter to give the company exactly what it is looking for. This means paying attention to job postings and descriptions and advising that you have the desired skills and qualifications. If the company has indicated it is seeking candidates with budget management experience, make sure you talk specifically about your experience, such as "I have experience in managing budgets of approximately $5 million and consistently achieving departmental financial goals." Use your cover letter to point out exactly why you are a good fit. The best way to do this is by making it easy for the reader to come to the same conclusion.

5. Show, don't just tell. One mistake many people make on cover letters is saying they have certain qualifications without including any evidence to back up their claims. Are you positioning yourself as an individual with strong customer service skills? Include specific examples that speak to those skills. This may mean pulling out one or two accomplishments throughout your career and writing about them in detail in the second or third paragraph.

6. Promise to take action. A cover letter is like any other aspect of job hunting – the squeaky wheel always gets the oil. Wrap up your cover letter with a promise to contact the company, and then back up your statement with action. Your cover letter is too important to end by just saying "I look forward to hearing from you." Take the initiative by telling the reader, "I will follow up with you in the next week to schedule a convenient time for us to meet."

7. Read and read again. Are you tired of working on your cover letter? Do you feel like you have read it 100 times already? It's always a good idea to read it just a couple more times to ensure that you do not have any typos, spelling or grammatical errors. Once you have exhausted yourself in the editing process, give the letter to a friend or family member to read. Sometimes, a fresh set of eyes can pick up on things that have been missed for ages.

Wine Paired with Chocolate

Some say it can’t be done, pairing wine with chocolate, but if you have the right wine to complement the right chocolate it can be a match made in heaven! Whether you are pairing a delicate white chocolate or a lively dark chocolate with wine, there are a few pairing tips to keep in mind.

Tips for Successfully Pairings Wines with Chocolate

Rule 1: The wine should be at least as sweet, if not a touch sweeter, than the chocolate you are serving it with. Otherwise, the taste may quickly veer towards sour.
When pairing wines with chocolate, your best bet is to match lighter, more elegant flavored chocolates with lighter-bodied wines; likewise, the stronger the chocolate, the more full-bodied the wine should be. For example, a bittersweet chocolate tends to pair well with an intense, in-your-face California Zinfandel.
Similar to “formal” wine tasting, if you will be experimenting with several varieties of chocolates, work from light to dark. Start with a more subtle white chocolate and end on a dark or bittersweet chocolate.

White Chocolate Wine Suggestions
White chocolate tends to be more mellow and buttery in flavor, making it an ideal candidate for a Sherry (consider the Osborne Pedro Ximénez Sherry), for a Moscato d'Asti (try Saracco Moscato d'Asti 2006), from Italy’s Piedmont region offers subtle, sweet bubbles, or an Orange Muscat (try Ventana Vineyard's Muscat d'Orange). The Sherry and Moscato d’Asti will pick up the creaminess of the chocolates and the Orange Muscat will pick up any fruit tones on the scene.

Milk Chocolate Wine Suggestions
Pinot Noir (you might consider Mark West Pinot Noir) or a lighter-bodied Merlot (try Hogue or Columbia Crest) will complement a bar of milk chocolate, a creamy chocolate mousse or chocolate accented cheesecake. Rieslings, Muscats (try Bonny Doon's Muscat Vin de Glaciere or the Bonny Doon "Vin de Glaciere" Muscat) or dessert wines tend to hold up well to mild milk chocolates.

Dark Chocolate Wine Suggestions
Dark or bittersweet chocolates need a wine that offers a roasted, slightly bitter flavor itself, with perhaps a hint of its own chocolate notes. Cabs and Zinfandels have a history of perfecting the dark chocolate match, resulting in an unparalleled tasting combination. A Cabernet Sauvignon or a Zinfandel (try Grgich Hills Zinfandel 2005) will more than fill your chocolate pairing expectations.

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Wine for Christmas Dinners

Christmas dinners are a great time to try new wines with favorite recipes of old. Will it be ham, turkey, goose or prime rib? If you are looking for new wine options to complement your holiday meal, then look no further, here is a terrific selection of versatile whites and reds that are sure to enhance your Christmas gathering, varietals picked for both their presence and adaptability.

Wines to Serve with Ham
Reds: Beaujolais Nouveau , Pinot Noir, Zinfandel, Tempranillo
Whites: Riesling, Gewurztraminer

Wines to Serve with Turkey
Reds: Pinot Noir , Zinfandel , Syrah/Shiraz, Beajolais Nouveau
Whites: Sauvignon Blanc, Viognier, Riesling, Gewurztraminer

Wines to Serve with Goose
Reds: Zinfandel , Red Burgundy, Tempranillo
Whites: Chardonnay, Sauvignon Blanc

Wines to Serve with Prime Rib
Reds: Cabernet Sauvignon, Zinfandel, Shiraz, Tempranillo
Whites: Typically white wines have a difficult time holding up to the bold flavors found in red meats, so while it is possible to enjoy white wines with red meats, it is challenging to find a good match.

And last, but not least there are choices to be made with which wines to serve with chocolate!

The Art of Love

S†MoN® says: "Read this book. My old days school mentor dedicated it to me writing: Bien que cela ne s'apprend pas, c'est un art de vivre, c'est toute une vie ou rien. A Georges B. Le 19/6/82"

Book I
Book I Part I: His Task
Book I Part II: How to Find Her
Book I Part III: Search while you’re out Walking
Book I Part IV: Or at the Theatre
Book I Part V: Or at the Races, or the Circus
Book I Part VI: Triumphs are Good too!
Book I Part VII: There’s always the Dinner-Table
Book I Part VIII: And Finally There’s the Beach
Book I Part IX: How To Win Her
Book I Part X: First Secure the Maid
Book I Part XI: Don’t Forget Her Birthday!
Book I Part XII: Write and Make Promises
Book I Part XIII: Be Where She Is
Book I Part XIV: Look Presentable
Book I Part XV: At Dinner Be Bold
Book I Part XVI: Promise and Deceive
Book I Part XVII: Tears, Kisses, and Take the Lead
Book I Part XVIII: Be Pale: Be Wary of Your Friends
Book I Part XIX: Be Flexible

Book II
Book II Part I: His Task
Book II Part II: You Need Gifts of Mind
Book II Part III: Be Gentle and Good Tempered
Book II Part IV: Be Patient and Comply
Book II Part V: Don’t be Faint-Hearted
Book II Part VI: Win Over the Servants
Book II Part VII: Give Her Little Tasteful Gifts
Book II Part VIII: Favor Her and Compliment Her
Book II Part IX: Comfort Her in Sickness
Book II Part X: Let Her Miss You: But Not For Long
Book II Part XI: Have Other Friends: But Be Careful
Book II Part XII: Aphrodisiacs?
Book II Part XIII: Stir her Jealousy
Book II Part XIV: Be Wise and Suffer
Book II Part XV: Respect Her Freedom
Book II Part XVI: Keep It Secret
Book II Part XVII: Don’t Mention Her Faults
Book II Part XVIII: Don’t Ask About Her Age
Book II Part XIX: Don’t Rush
Book II Part XX: The Task’s Complete... But Now...

Book III
Book III Part I: It’s Time to Teach You Girls
Book III Part II: Take Care with How You Look
Book III Part III: Taste and Elegance in Hair and Dress
Book III Part IV: Make-Up, but in Private
Book III Part V: Conceal Your Defects
Book III Part VI: Be Modest in Laughter and Movement
Book III Part VII: Learn Music and Read the Poets
Book III Part VIII: Learn Dancing, Games
Book III Part IX: Be Seen Around
Book III Part X: Beware of False Lovers
Book III Part XI: Take Care with Letters
Book III Part XII: Avoid the Vices, Favor the Poets
Book III Part XIII: Try Young and Older Lovers
Book III Part XIV: Use Jealousy and Fear
Book III Part XV: Play Cloak and Dagger
Book III Part XVI: Make Him Believe He’s Loved
Book III Part XVII: Watch How You Eat and Drink
Book III Part XVIII: And So To Bed

Gibran K. Gibran: Before the Throne of Beauty

One heavy day I ran away from the grim face of society and the dizzying clamor of the city and directed my weary step to the spacious alley. I pursued the beckoning course of the rivulet and the musical sounds of the birds until I reached a lonely spot where the flowing branches of the trees prevented the sun from touching the earth.

I stood there, and it was entertaining to my soul - my thirsty soul who had seen naught but the mirage of life instead of its sweetness.

I was engrossed deeply in thought and my spirits were sailing the firmament when an hour, wearing a sprig of grapevine that covered part of her naked body, and a wreath of poppies about her golden hair, suddenly appeared to me. As she she realized my astonishment, she greeted me saying, "Fear me not; I am the Nymph of the Jungle."

"How can beauty like yours be committed to live in this place? Please tell me who your are, and whence you come?" I asked. She sat gracefully on the green grass and responded, "I am the symbol of nature! I am the ever virgin your forefathers worshipped, and to my honor they erected shrines and temples at Baalbek and Jbeil." And I dared say, "But those temples and shrines were laid waste and the bones of my adoring ancestors became a part of the earth; nothing was left to commemorate their goddess save a pitiful few and the forgotten pages in the book of history."

She replied, "Some goddesses live in the lives of their worshippers and die in their deaths, while some live an eternal and infinite life. My life is sustained by the world of beauty which you will see where ever you rest your eyes, and this beauty is nature itself; it is the beginning of the shepherds joy among the hills, and a villagers happiness in the fields, and the pleasure of the awe filled tribes between the mountains and the plains. This Beauty promotes the wise into the throne of the truth."

Then I said, "Beauty is a terrible power!" And she retorted, "Human beings fear all things, even yourselves. You fear heaven, the source of spiritual peace; you fear nature, the haven of rest and tranquility; you fear the God of goodness and accuse him of anger, while he is full of love and mercy."

After a deep silence, mingled with sweet dreams, I asked, "Speak to me of that beauty which the people interpret and define, each one according to his own conception; I have seen her honored and worshipped in different ways and manners."

She answered, "Beauty is that which attracts your soul, and that which loves to give and not to receive. When you meet Beauty, you feel that the hands deep within your inner self are stretched forth to bring her into the domain of your heart. It is the magnificence combined of sorrow and joy; it is the Unseen which you see, and the Vague which you understand, and the Mute which you hear - it is the Holy of Holies that begins in yourself and ends vastly beyond your earthly imagination."

Then the Nymph of the Jungle approached me and laid her scented hands upon my eyes. And as she withdrew, I found me alone in the valley. When I returned to the city, whose turbulence no longer vexed me, I repeated her words:

"Beauty is that which attracts your soul, and that which loves to give and not to receive."

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Gibran K. Gibran: Eating & Drinking

Then an old man, a keeper of an inn, said, "Speak to us of Eating and Drinking."

And he said:

Would that you could live on the fragrance of the earth, and like an air plant be sustained by the light.

But since you must kill to eat, and rob the young of its mother's milk to quench your thirst, let it then be an act of worship,

And let your board stand an altar on which the pure and the innocent of forest and plain are sacrificed for that which is purer and still more innocent in many.

When you kill a beast say to him in your heart,

"By the same power that slays you, I too am slain; and I too shall be consumed. For the law that delivered you into my hand shall deliver me into a mightier hand.

Your blood and my blood is naught but the sap that feeds the tree of heaven."

And when you crush an apple with your teeth, say to it in your heart,

"Your seeds shall live in my body,

And the buds of your tomorrow shall blossom in my heart,

And your fragrance shall be my breath,

And together we shall rejoice through all the seasons."

And in the autumn, when you gather the grapes of your vineyard for the winepress, say in you heart,

"I too am a vineyard, and my fruit shall be gathered for the winepress,

And like new wine I shall be kept in eternal vessels."

And in winter, when you draw the wine, let there be in your heart a song for each cup;

And let there be in the song a remembrance for the autumn days, and for the vineyard, and for the winepress.

Wine of Lebanon

Lebanon is one of the oldest sites of wine production in the world. In Baalbeck, the ancient Greek city in the Bekaa Valley, the majority of vines are grown. French influence on the country is apparent in the grape varieties most commonly planted: Cinsaut, Carignan, Cabernet Sauvignon, Merlot, Mourvedre, Grenache and Syrah.

Although today more known for its majestic Cedars, Lebanon is blessed with 300 days of sunshine a year, and enjoys a burgeoning industry producing award-winning wines for export to a wide Lebanese community now living throughout the world, mainly in the UK, Europe and the United States.

With wine making tradition dating back 5,000 years the Phoenicians, the ancient dwellers of Lebanon, were tending vineyards, making wine and trading with other major cities long before the Greeks and Romans. And it was here that later Jesus changed water into wine, performing his first miracle at the wedding of Cana.

The term wine, or Cherem in Phoenician, is derived from a Phoenician word referring specifically to the fermentation of grapes. Wines were a specialty of the Phoenicians and their ancient Ugaritic poetry and epics mentioned wine with ringing praise. The Rapiuma and others were specific in identifying the choice wine of Lebanon as being one nurtured by their god El and fit for gods and kings. They must have learned about wine from earlier civilizations; however, they perfected viticulture and oenology so that Phoenician wines became prized commodities of the ancient world and a major source of revenue in their exports.

The Phoenician Canaanites were avid wine drinkers. The Bible mentions that the Phoenician Canaanite Melchizedek, King of Salem (King of Jerusalem) and Priest of the Most High God (El Elion), offered bread and wine to Abraham and Ezekiel refers to the wine of Helbon as a unique commodity. Some believe that the village of Qana (Cana) where Jesus turned water into wine at the wedding feast was a town near Tyre, Phoenicia and not elsewhere. Also, wine was central to the Passover observance among the Jews and continues to be so. It was served for the Passover of the Last Supper betwixt Jesus and his disciples and continues to be central to Christian Eucharistic liturgy of the Mass.

Some of the icons of Phoenician philosophy, Zeno of Citium and Chrysippus of Soli, Phoenician co-founder of the Stoic School of Philosophy were "serious" wine drinkers. The former's main enjoyment was sitting in the sun, eating figs and drinking wine while the latter is said to have died as a result of drinking too much over proof wine.

The Egyptians never succeeded in growing enough grapes to produce wine, a drink foreign to the Egyptians, and relied on imports. In fact, a fresco in an Egyptian tomb of the 18th dynasty depicts seven Phoenician merchant ships anchored at an Egyptian port to sell their goods, including the distinctive Canaanite wine jars in which wine was imported. Egypt recorded the harvest of grapes on stone tablets and the Egyptians drank wine from cups or from a jar through a straw. The Pharaohs were especially fond of wine and some even had bottles buried with them in order to make their journey to the underworld more tolerable. Also, wines were given to dead kings, so that they might entertain their friends in the afterlife. Wine was a very social drink in Ancient Egypt and great importance was given to its limited production and consumption.

Even the Greeks couldn't offer vintages to compare with the Phoenicians until much later. At the table, most people drank their wine mixed with water, quite frequently half and half. So the opportunity to drink pure wine at a ritual was a special occasion. This is why getting drunk was so special and originally considered a spiritual state, in which deities could talk or act through the person in that condition. Some scholars believe that Dionysus was originally from the Middle East, home of wine and ecstatic worship. Also, in pagan worship, wine was used to anoint idols.

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'Top of Mind' Awareness

What it is? Why it's important? How to create it?

Out of sight, out of mind.
Sound familiar? In today's business world these six (6) words are the kiss of death. It's so important that countless reams of material have been written on this precise subject over the past few years. It needn't ever happen to you. Not when you understand the importance of creating and maintaining "top of mind" awareness with your customers and best prospects.

Today's Buyer
No matter what your line of business is, your customer has changed. Here's what we know about today's consumers:
- They're skeptical. Dishonesty has become part of every industry. Consumers don't know how to find somebody they can trust
- They're cautious. They don't want to make a commitment until they see the whole picture. Gather all the facts. Think through their decision
- They're tired of selling and sales pressure. From phone sales to junk mail, consumers are fed up
- They're busy. So busy, in fact, that they often don't take time to solve a problem until it becomes a priority. Or until somebody offers them a quick and easy solution
- They're confused. Never before have consumers had so many choices. And when they think about solving a problem, they don't know what to do - where to look - or whom to believe.

Today's consumers go to great lengths to arm themselves with information. They think the more information they have about a product or service, the better the decision they'll make.

What is 'Top of Mind' Awareness?
Not to bore you with statistics, but here's something you should factor into your marketing strategy. When consumers begin planning a major purchase, when would you guess they finally sign on the dotted line?

Here's the numbers according to a recent research:
15% - Bought within the first three months
24% - Bought within four to six months
34% - Bought within seven to twelve months
27% - Bought more than twelve months later

Could it be one of the reasons things don't always work out when you expect?

'Top of mind' awareness is owning the space that your product or service occupies between your prospects ears. That way, when they're ready to buy they think of you first.

There's nothing worse than creating an appetite for what you have and then having your prospect go somewhere else to eat. It won't happen to you if you plan (and execute) properly.

How to Maintain 'Top of Mind' Awareness
Today's buyer uses an information oriented decision process. That's where they:
- Gather information
- Review alternatives
- Choose one alternative
- Evaluate the decision after the fact.

Today's successful business professional uses this approach: "Get in at the beginning of the process, when the consumer is gathering facts relating to her/his problem or need… AND STAY THERE!

The best way to do that, once you've identified your best prospects, is to stay in touch. Through the mail, phone and email. Consistently.

Your goal must be to create an awareness of who you are and what you offer. So, when your prospect finally decides to buy, s/he immediately thinks of you.

But, "How do you keep from making a pest of yourself?"

The answer is to be helpful. We all want - and need - information so we can make an informed decision. Decide that YOU will be the source of that information. Don't we all appreciate help? Especially when it's given without any strings attached?

Why not do what the very successful do?

Educate your prospect. In an non-threatening manner and environment. All the time, you're creating ownership of your product or service in your prospects mind.

Identifying Your Best Prospects
Your best prospects are always your present best customers, and other people that look like them.

You can - or should be able to - identify your best customers. Once you've identified your most profitable customers, use their demographic profile to find more people that look like them.

So you have clients and you want to keep and continually serve them. It is always in your best interest to maintain TOMA (Top Of Mind Awareness) with your clients if you want to keep them. It has been my experience that satisfied clients usually welcome frequent contact (let’s say once a month) from businesses that have delivered superior, value added service in the recent past. It also found that the frequent communications will reinforce the bond you have with your client, renew or refresh their positive feelings about you and keep you and your company “on their mind.”

The frequent contact must be carefully and strategically planned and timed and provide some useful information or value to your client. The quality of your relationship with your clients is critical and is a primary value of your business. Treat your clients as your friends and do what is necessary to stay in your client’s thoughts. That is, achieve TOMA with your clients.

Here are 10 effective ideas for maintaining TOMA with your clients:
1. Strategically develop and implement a client contact management system to manage regular contact with your clients

2. Inform your clients first about any new product or service you are offering

3. Provide useful tips, articles, etc. or pass along information you have found that may be of value to your client

4. Ask clients for referrals and to pass along your newsletter, business brochure, business card, or other useful information

5. Inform your clients about seminars, webinars, teleseminars, workshops, conferences, speakers, etc. that could be of interest to your client

6. Send handwritten thank you notes to your clients

7. Make appointments with your clients to have a breakfast, lunch or dinner meeting

8. Be very accessible and available to your clients so you can be responsive to their inquiries and needs

9. Keep your clients informed and up-to-date about any changes in your business

10. Use multiple communication tools, such as invitations, post cards, newsletter, personalized letters, etc. to keep in touch with your clients

Again, your ultimate goal is to achieve TOMA with your clients so that you will be the first and maybe only source your client thinks of whenever he or she needs what you provide. This gives you a very powerful competitive advantage and adds value to your business. You have invested precious energy and financial resources to win your clients and now it is up to you to keep them.

Creating "Top of Mind Awareness" for Your Business. Using PR to help you become the go-to business:
- Plan Your Marketing Now
- Make Your Website Famous
- Communicate Your Benefits
- Gain a Competitive Advantage

Q: What can I do to make my business more well-known in the marketplace?
A: Ever run into that one person everyone refers to as "the computer guy"? How many times have you heard, "I need to go see the florist lady," or "I need to call the fix-it guy"? These labels didn't just happen because these people decided to enter that particular vocation, hang out their shingle and just assume their respective professional moniker. To assume icon status, you have to create what is known in marketing circles as "Top of Mind Awareness." When the need arises for a particular service or product, what is the first thing, name, company or store that comes to mind? Whether it's a person or a business, they have successfully achieved top of mind awareness. The goal of PR-and all marketing-is to be parked in your customers' minds right next to the need button; this button rests right at the top of their mind.

The more buzz about a product or service, obviously the more awareness exists. The more awareness exists, the higher the probability of being in that top of mind position.

Creating a buzz and awareness is done by many things, usually all working together synergistically. It's been said and written about in particular that marketing is made up of many, many, many things. Buzz and awareness work in much the same way.

Getting that label and moniker starts with announcing to the world-usually announcing to your particular target market-that you are in business. This is done with a press release that's sent to the media, handed out to prospects and customers, or used as a direct-mail piece. Posting the press release on your Web site is another effective communication.

Some companies don't have the buzz, yet they've been in business awhile. How then, can they start the process of awareness? They can't announce the grand opening of their business; it's too late in the game.

In this case, a press release can still be used. The information communicated is just different. Since we stated that marketing is made up of many, many things, the buzz is not just dependent on a start-up announcement. There are many media and news-related items that can be communicated about a company or organization. Anniversaries, relocations, new products, new services, promotions and so on are just a few examples.

In addition to buzzing through the media, being seen contributes to awareness. This is where networking plays a large part. Public presentations are highly effective. They not only provide exposure, but also the extra bonus of credibility that happens when you establish yourself as an expert.

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Advertising vs. Public Relations

If you're searching for a career or trying to promote your company, you may have questions about advertising vs. public relations. These two industries are very different even though they're commonly confused as being one and the same. The following ten properties just scratch the surface of the many differences between advertising and public relations.

1. Paid Space or Free Coverage
* Advertising: The company pays for ad space. You know exactly when that ad will air or be published.
* Public Relations: Your job is to get free publicity for the company. From news conferences to press releases, you're focused on getting free media exposure for the company and its products/services.

2. Creative Control Vs. No Control
* Advertising: Since you're paying for the space, you have creative control on what goes into that ad.
* Public Relations: You have no control over how the media presents your information, if they decide to use your info at all. They're not obligated to cover your event or publish your press release just because you sent something to them.

3. Shelf Life
* Advertising: Since you pay for the space, you can run your ads over and over for as long as your budget allows. An ad generally has a longer shelf life than one press release.
* Public Relations: You only submit a press release about a new product once. You only submit a press release about a news conference once. The PR exposure you receive is only circulated once. An editor won't publish your same press release three or four times in their magazine.

4. Wise Consumers
* Advertising: Consumers know when they're reading an advertisement they're trying to be sold a product or service.
"The consumer understands that we have paid to present our selling message to him or her, and unfortunately, the consumer often views our selling message very guardedly," Paul Flowers, president of Dallas-based Flowers & Partners, Inc., said. "After all, they know we are trying to sell them."

* Public Relations: When someone reads a third-party article written about your product or views coverage of your event on TV, they're seeing something you didn't pay for with ad dollars and view it differently than they do paid advertising.
"Where we can generate some sort of third-party 'endorsement' by independent media sources, we can create great credibility for our clients' products or services," Flowers said.

5. Creativity or a Nose for News
* Advertising: In advertising, you get to exercise your creativity in creating new ad campaigns and materials.
* Public Relations: In public relations, you have to have a nose for news and be able to generate buzz through that news. You exercise your creativity, to an extent, in the way you search for new news to release to the media.

6. In-House or Out on the Town
* Advertising: If you're working at an ad agency, your main contacts are your co-workers and the agency's clients. If you buy and plan ad space on behalf of the client like Media Director Barry Lowenthal does, then you'll also interact with media sales people.
* Public Relations: You interact with the media and develop a relationship with them. Your contact is not limited to in-house communications. You're in constant touch with your contacts at the print publications and broadcast media.

7. Target Audience or Hooked Editor
* Advertising: You're looking for your target audience and advertising accordingly. You wouldn't advertise a women's TV network in a male-oriented sports magazine.
* Public Relations: You must have an angle and hook editors to get them to use info for an article, to run a press release or to cover your event.

8. Limited or Unlimited Contact
* Advertising: Some industry pros such as Account Executive Trey Sullivan have contact with the clients. Others like copywriters or graphic designers in the agency may not meet with the client at all.
* Public Relations: In public relations, you are very visible to the media. PR pros aren't always called on for the good news.
If there was an accident at your company, you may have to give a statement or on-camera interview to journalists. You may represent your company as a spokesperson at an event. Or you may work within community relations to show your company is actively involved in good work and is committed to the city and its citizens.

9. Special Events
* Advertising: If your company sponsors an event, you wouldn't want to take out an ad giving yourself a pat on the back for being such a great company. This is where your PR department steps in.
* Public Relations: If you're sponsoring an event, you can send out a press release and the media might pick it up. They may publish the information or cover the event.

10. Writing Style
* Advertising: Buy this product! Act now! Call today! These are all things you can say in an advertisement. You want to use those buzz words to motivate people to buy your product.
* Public Relations: You're strictly writing in a no-nonsense news format. Any blatant commercial messages in your communications are disregarded by the media.

The Life of Saint Barbara

The History of our Church is full of examples of individuals who dedicated their lives to God. Their stories are different and vary, yet the one thread that links them all is their Love for God. They endured whipping, stoning and other forms of torture because of their belief. Some, where even fed to lions and beheaded, yet, even when faced with this enormous pressure to deny Christ they stood firm and fearless even to death.

One such heroine, named Barbara, lived in the city of Heliopolis in the beginning of the third century. She was a lovely and intelligent girl and the daughter of Dioscorus, who was a wealthy nobleman and a pagan. In his zeal to protect his young daughter, Dioscorus built a magnificent tower for her to live in and to keep her safe. He spared no expense, providing her with every material luxury, the best food, clothing, servants and teachers, but forbade her to have friends and even speak to anyone without his permission. Barbara was a bright and intelligent girl who was obedient to her father's wishes and remained in the tower, without complaint, even during his frequent business trips. Dioscorus's intentions were simple - he wanted to surround his daughter with the greatest comforts; he surrounded her with attendants, who he would have instruct her on how to worship the pagan gods. He felt that by keeping her secluded from the world, she was sure to grow up and be a pagan worshipper.

One day, before leaving on one of his many business trip, Dioscorus decided to build a bathhouse for Barbara next to her tower. He drew up plans and left strict instructions for the builders to follow. Dioscorus business however, kept him away for an unusually long time, so that the workers were over half finished with the bathhouse and he had still not returned home. It was around this time that Barbara came down from her tower to inspect the new structure. She noticed that it only had two windows, and thought to herself that the pool would have more light if there were three windows in the bathhouse and she instructed the workers to create a third window. Remembering Dioscoruss stern instructions, the workers were afraid to deviate from the plans, but Barbara assured them that she would assume full responsibility for the change. The workers, aware of the love that Dioscorus had for his only daughter, agreed and placed a third window in the bathhouse.

One day, when the construction was nearly completed, Barbara stood by the pool facing the east she said, In the name of the Father, the Son and the Holy Spirit, and she miraculously drew the sign of the cross in the marble wall of the bathhouse with her finger. She then returned to her tower where she spent her time fasting and praying.

When Dioscorus finally arrived home he immediately noticed the additional (third) window in the bathhouse and became very angry. He entered the bathhouse, to inspect it further, and then noticed the large cross, carved on the marble wall. He became furious. He quickly went to the workers and demanded to know who gave them permission to make changes to the bathhouse. The workers, cowering in the face of such anger, replied that Barbara instructed them to add the third window and then drew the cross on the marble wall with her finger.

Dioscorus immediately sought out his daughter and demanded to know why she had deviated from his strict instructions. In a furious rage he cursed her for disobeying him and insisted on knowing the meaning behind the additional window. Barbara responded in a very loving way to her father that indeed the three windows represented the three Lights which guide everyone who comes into the world. Barbara then proceeded to explain and confess her faith in the Holy Trinity.

Upon hearing Barbara's confession of faith, Dioscorus became furious! His plan of keeping his daughter in darkness had failed! Even though she had no 'human' teacher to bring her to the knowledge of God's existence, Barbara's mind, heart and soul were opened by the grace of God to feel His presence. Secretly, she was able to meet with some Christians who told her about Christ and His teachings. Convinced of the Truth concerning Jesus, she became a Christian whose love for God inspired all who heard of her.

Blinded by his fury, Dioscorus delivered Barbara to Marcian, the Roman prefect, to torture her until she denied Christ. Young Barbara was stripped and struck with whips and clubs until she was standing in a pool of her own blood. To increase the pain, the soldiers rubbed vinegar into her wounds. Through all this, Barbara stood firm in her faith and would not deny Christ.

She was then thrown into prison and ordered to return the following day. While in her cell, Barbara knelt in prayer to ask God to continue to grant her the strength that she needed to remain faithful, and as she prayed her heart was filled with heavenly joy and her wounds were completely healed. In a nearby cell, was another pious young lady named Juliana, who because of her own faith in Christ, was also imprisoned. Upon witnessing the miraculous healing of Barbara, Juliana praised God and promised to endure what ever terrible tortures that were facing her because of her faith.

The next day, Barbara was brought in front of Marcian. He was amazed to see that her wounds had healed and demanded her to deny Christ. Her refusal angered the prefect, who ordered her body to be hung on a stake and ripped with iron claws. The soldiers then burned her wounds with hot irons and beat her head with spiked clubs. Yet through it all, Barbara found consolation in prayer.

Juliana witnessed Barbara's tortures and wept bitterly over her inability to assist her. When Marcian saw this, he ordered that Juliana be brought forward and tortured in an effort to have her renounce her faith in Christ. Juliana refused and the horrible beatings resumed and continued for several hours while the young ladies stood praying and chanting hymns. Their refusal to renounce their faith only further frustrated Marcian and he ordered that the two girls be taken out of the city and killed!

When Dioscorus, who was watching his daughter's torture, heard Marcian pronounce the sentence, he offered to execute Saint Barbara himself with his own sword. Saint Barbara and Saint Juliana were then led out of the city to a mountainside were they were beheaded Saint Barbara, by her father and Saint Juliana by an executioner. As the two men hurried down the mountainside, a great bolt of lightning came from heaven striking Dioscorus and killing him, another bolt killed Julianas executioner. When the cowardly Marcian heard of these events, he became so paralyzed by fear that he died of fright.

Saint Barbara gained her crown of martyrdom on December 4, 306 and joined her true Father in Heaven. Through her intercessions, O Lord, Have Mercy on Us.