While I don't often use the phrase, "unfortunate bread experience," I had one recently, courtesy of a nearby grocery store. I had bought a loaf of wheat bread that made me stop chewing when I bit into it. The bread wasn't stale but rather tasted a lot less, "wheaty" than usual. It looked a bit pale too.
Shortly after my meal, I looked up the store online and sent in a customer communication. I mentioned that I had enjoyed the bread in the past, wondered if something had happened to change its receipe, and mentioned if the change was permanent, then I probably would not buy the product again.
The next day I received a reply to my email. I was asked to give some more information about the product and the store where I bought it. My concerns were acknowledged and I was also told that I would be sent a $3 coupon for anything in the store. While still disappointed about the bread, I was back to feeling like a satisfied customer.
This approach to customer service made me realize that it's not always about solving a problem but listening to the complaint. Most people just want to know that their concerns are being heard. The store didn't try to defend its product or suggest that my tastebuds were the problem. Instead the focus was on making sure that I would remain a customer in the future.
Saturday, February 28, 2009
Wednesday, February 25, 2009
Beware of Coincidences
Recently I've had two problems in my office. I can't find a flash drive and my printer keeps printing things off center. I'm a pretty organized person so it was with a heavy heart that I was prepared to say goodbye to my lost data and go buy a new printer.
This wasn't an easy decision as I had searched everywhere for the lost flash drive and searched endlessly for a paper jam. Then I released that the two unexpected problems might be related. On a whim, I flipped my printer upside down. To my surprise, out popped the flash drive. I now have it and a working printer. While I'm not sure how the two became entangled, I'm glad that I was able to realize that two unrelated problems were actually very related.
This wasn't an easy decision as I had searched everywhere for the lost flash drive and searched endlessly for a paper jam. Then I released that the two unexpected problems might be related. On a whim, I flipped my printer upside down. To my surprise, out popped the flash drive. I now have it and a working printer. While I'm not sure how the two became entangled, I'm glad that I was able to realize that two unrelated problems were actually very related.
Monday, February 23, 2009
Memorable Oscar Speeches
I enjoyed watching the Academy Awards last night. I do get a little stressed out watching the winners give their acceptance speeches, especially if they're going over their allotted time. In the past, it seemed like some performers would literally be shooed off the stage, either by music or camera shots.
Thankfully that didn't seem to happen last night but I did notice that most speeches tend to fall into three groups. Either the winner says something about the part or their past, thanks specific people, or does a combination of both. Now, think which speeches you remember? Were they any of the ones that featured a laundry list of names?
Instead I remember Kate Winslet talking about holding a shampoo bottle as a child and pretending that it was the Oscar statute. I remember Philippe Petit performing a magic trick with a coin and balancing the Oscar statue on his nose. I remember several winners speaking in their native tongues to fans in their home country.
Why do people give long lists of names in their acceptance speeches? I guess because that seems to be the thing to do. But it means little to most and it's much more memorable to share a bit of yourself in your acceptance of an honor. Emotions connect people. Lists tend to bore.
Thankfully that didn't seem to happen last night but I did notice that most speeches tend to fall into three groups. Either the winner says something about the part or their past, thanks specific people, or does a combination of both. Now, think which speeches you remember? Were they any of the ones that featured a laundry list of names?
Instead I remember Kate Winslet talking about holding a shampoo bottle as a child and pretending that it was the Oscar statute. I remember Philippe Petit performing a magic trick with a coin and balancing the Oscar statue on his nose. I remember several winners speaking in their native tongues to fans in their home country.
Why do people give long lists of names in their acceptance speeches? I guess because that seems to be the thing to do. But it means little to most and it's much more memorable to share a bit of yourself in your acceptance of an honor. Emotions connect people. Lists tend to bore.
Sunday, February 22, 2009
Wired for Success
The documentary, Man On Wire, recently came out on DVD and I highly encourage people to watch it. It's very likely the film will will an Oscar tonight. The film tells the story of a young Frenchman, Phillippe Petit, who in 1974, tightrope walked between the World Trade Towers. The stunt was illegal and extremely dangerous. If Petit had slipped, he would have fallen to his death.
Described as the artistic crime of the century, the story is told through interviews, footage from the 1970s, and recreations. Much of the style is similar to a "caper film," where the protagonist must overcome many challenges to reach a goal, like robbing a bank.
From the film I was struck by several things that can give us insight into the success process:
Concentration: Whether he's walking between the twin towers or a few feet off the ground, Petit's face is set like a mask of concentration. His focus is incredible and it's obvious that while he's very experienced at wire walking, he's very respectful of the process.
Practice: In a field in France, Petit began to simulate the conditions he would encounter in New York. He even had his friends pull the tightrope to simulate the impact of high winds and swaying buildings. At a safe height he learned what to expect when he would be a quarter of a mile up in the air.
Research: Petit and his friends painstakingly broke down all of the challenges they would face. Whether it involved smuggling in equipment into the World Trade Center or figuring out how to string a wire across the two towers, they thought of everything. It's a great example of how success rarely happens by chance and is instead the product of much hard work.
On an unrelated note, the film does not address the World Trade Center's demise on 9/11. That was probably a good decision as it doesn't really fit with the theme of chasing a dream. Still, you can't help but be moved by seeing the towers being built, erected with pieces that are remembered as all that was recognizable in a pile of ruble.
Described as the artistic crime of the century, the story is told through interviews, footage from the 1970s, and recreations. Much of the style is similar to a "caper film," where the protagonist must overcome many challenges to reach a goal, like robbing a bank.
From the film I was struck by several things that can give us insight into the success process:
Concentration: Whether he's walking between the twin towers or a few feet off the ground, Petit's face is set like a mask of concentration. His focus is incredible and it's obvious that while he's very experienced at wire walking, he's very respectful of the process.
Practice: In a field in France, Petit began to simulate the conditions he would encounter in New York. He even had his friends pull the tightrope to simulate the impact of high winds and swaying buildings. At a safe height he learned what to expect when he would be a quarter of a mile up in the air.
Research: Petit and his friends painstakingly broke down all of the challenges they would face. Whether it involved smuggling in equipment into the World Trade Center or figuring out how to string a wire across the two towers, they thought of everything. It's a great example of how success rarely happens by chance and is instead the product of much hard work.
On an unrelated note, the film does not address the World Trade Center's demise on 9/11. That was probably a good decision as it doesn't really fit with the theme of chasing a dream. Still, you can't help but be moved by seeing the towers being built, erected with pieces that are remembered as all that was recognizable in a pile of ruble.
Wednesday, February 18, 2009
Nightmare Scenario
At 2:17 in the morning, I knew I was going to fail the test. That's when I woke up from a nightmare. It was the typical, "I wasn't prepared for a test," type dream. My task involved having to summarize the events of the past year in a report and then tie them in to the National Football League. Worse yet, I was having trouble writing or finding a working keyboard (I'm sure experts on the subconscious could have a field day with this.)
I'm sure you're familiar with the sense of relief that comes when you realize that a nightmare was just a dream. That got me to thinking about how some are walking through nightmares every day, fearing something that could happen.
In my case, I can understand the fear of being unprepared for a test. But I have to admit that in all these years, I've always been well prepared for exams. So the fear is not based in any kind of reality. Therefore, based on past history, I should stop worrying about it because with the past as a predictor, that future won't happen.
This frees me up to worry about new things...like the economy.
I'm sure you're familiar with the sense of relief that comes when you realize that a nightmare was just a dream. That got me to thinking about how some are walking through nightmares every day, fearing something that could happen.
In my case, I can understand the fear of being unprepared for a test. But I have to admit that in all these years, I've always been well prepared for exams. So the fear is not based in any kind of reality. Therefore, based on past history, I should stop worrying about it because with the past as a predictor, that future won't happen.
This frees me up to worry about new things...like the economy.
Saturday, February 14, 2009
World Wide Instruction Manual
Recently I had to replace the flow valve on my toilet. As a home owner, I try to do as many of these little repair jobs as possible. But I found myself confused by the directions that came with the part I bought. Sure there were words and pictures but I couldn't really make sense of them. Maybe it was designed by a committee or translated poorly. Either way, I found myself holding parts and tools with no idea how to proceed.
I then put everything down and logged onto the Internet. I Googled the term, "toilet repair flow valve," and instantly found several responses. A few were on YouTube and the instructional clips had been put together by plumbers. Being able to see someone demonstrate what I needed to do, made it easy to duplicate on my own. Needless to say, my toilets are now fully functional.
Posting a how-to video can be a good way to create some exposure for your business. While the clip I viewed was from a plumber in a different part of the country, had he been in my area, I would have been much more likely to have used him had I needed a professional.
I then put everything down and logged onto the Internet. I Googled the term, "toilet repair flow valve," and instantly found several responses. A few were on YouTube and the instructional clips had been put together by plumbers. Being able to see someone demonstrate what I needed to do, made it easy to duplicate on my own. Needless to say, my toilets are now fully functional.
Posting a how-to video can be a good way to create some exposure for your business. While the clip I viewed was from a plumber in a different part of the country, had he been in my area, I would have been much more likely to have used him had I needed a professional.
Wednesday, February 11, 2009
Generational Sales
I'm a fan of the All Things Digital blog. I enjoyed a recent post about how some cell phone companies are marketing and designing their products for senior citizens.
Loud-and-Clear Mobile Calls for Seniors
The phones offered may be a little low tech compared to some on the market but the goal is to give the seniors a tool they can use. Most need a basic phone, with larger keypads, and volume controls that can overcome hearing loss.
This older market could be the new gold rush for the tech industry. The need is there but the challenge may be making sure that the sales force can sell to these folks. If you go to an electronics store, you'll usually find a young person on the sales floor who's grown up in a high tech world. He or she may be an expert on technology but not the needs of the elderly. A successful marriage of the two, plus a good branding campaign, could pay off for a smart retailer.
Nowadays with four generations potentially shopping in the same store, it's important that companies train their sales forces to address the needs of all.
Loud-and-Clear Mobile Calls for Seniors
The phones offered may be a little low tech compared to some on the market but the goal is to give the seniors a tool they can use. Most need a basic phone, with larger keypads, and volume controls that can overcome hearing loss.
This older market could be the new gold rush for the tech industry. The need is there but the challenge may be making sure that the sales force can sell to these folks. If you go to an electronics store, you'll usually find a young person on the sales floor who's grown up in a high tech world. He or she may be an expert on technology but not the needs of the elderly. A successful marriage of the two, plus a good branding campaign, could pay off for a smart retailer.
Nowadays with four generations potentially shopping in the same store, it's important that companies train their sales forces to address the needs of all.
Monday, February 9, 2009
Sending Karma With A Mute Button
It was one of the sneakier things I've done in a while but it taught me a lot about motivation. You see, I've been spending a lot of time speaking with my insurance company. There's been some little problems that should be easy to fix but aren't.
During a recent call, I explained the problem to the same person for the third time. I could tell that she just didn't understand the problem, so I asked if there was a supervisor or a "fixer" with whom I could talk to.
I was reluctantly transfered to someone but the original operator stayed on the call. Right from the start, I could tell the mood was hostile and that I wouldn't get any assistance. I was told that there wasn't anything else that could be done, that I should hang up, and that the two operators would stay on the line to talk about something.
I was curious, so I didn't hang up. Instead I hit the mute button. The two operators then started to discuss me and my call in unflattering terms. I let this go on for about a minute and then I unmuted my phone.
"Ladies, I'm still on the call," I said. "That's an interesting approach to customer service."
There was silence on the other two lines. I can now report that my ongoing problem suddenly became solvable.
During a recent call, I explained the problem to the same person for the third time. I could tell that she just didn't understand the problem, so I asked if there was a supervisor or a "fixer" with whom I could talk to.
I was reluctantly transfered to someone but the original operator stayed on the call. Right from the start, I could tell the mood was hostile and that I wouldn't get any assistance. I was told that there wasn't anything else that could be done, that I should hang up, and that the two operators would stay on the line to talk about something.
I was curious, so I didn't hang up. Instead I hit the mute button. The two operators then started to discuss me and my call in unflattering terms. I let this go on for about a minute and then I unmuted my phone.
"Ladies, I'm still on the call," I said. "That's an interesting approach to customer service."
There was silence on the other two lines. I can now report that my ongoing problem suddenly became solvable.
Friday, February 6, 2009
The King of Kong Review
It may not receive the publicity of a summer blockbuster but if you're looking for an interesting film, you might want to check out, "The King of Kong: A Fistful of Quarters." The 2007 documentary examines the developing rivalry between two players of the arcade classic game, Donkey Kong.
While the idea of watching a film about people playing video games may seem a bit dull, it's actually one of the more engaging documentaries I've seen in a while. You have, Billy, a longtime video game champion who is seeing many of his long held records being surpassed. But he still holds the top score in Donkey Kong along with a rock star status. Enter, Doug, a school teacher who admits to falling short in a lot of aspects in his life. He's become obsessed with beating Billy's high score.
But beating Billy's score isn't just about playing the best game. There are allegations of using arcade machines that have been tampered with, intense rivalries in the gaming world that approaches Shakespearean proportions, and whether Billy is dodging Doug's invitation to compete against him at an event.
Here's a link to a clip. If you can't see the link go to: http://www.imdb.com/video/screenplay/vi3774087449/
There actually is a video game association that oversees the record keeping. I was surprised that members will watch video tapes of other people's games, which last for hours, as a way to verify a score.
I watched the film on DVD and the special features included the revelation that the producers started with the idea of showcasing people who play all sorts of classic arcade video games. But Billy and Doug's story proved so gripping that they decided to focus the entire movie on their conflict.
While the idea of watching a film about people playing video games may seem a bit dull, it's actually one of the more engaging documentaries I've seen in a while. You have, Billy, a longtime video game champion who is seeing many of his long held records being surpassed. But he still holds the top score in Donkey Kong along with a rock star status. Enter, Doug, a school teacher who admits to falling short in a lot of aspects in his life. He's become obsessed with beating Billy's high score.
But beating Billy's score isn't just about playing the best game. There are allegations of using arcade machines that have been tampered with, intense rivalries in the gaming world that approaches Shakespearean proportions, and whether Billy is dodging Doug's invitation to compete against him at an event.
Here's a link to a clip. If you can't see the link go to: http://www.imdb.com/video/screenplay/vi3774087449/
There actually is a video game association that oversees the record keeping. I was surprised that members will watch video tapes of other people's games, which last for hours, as a way to verify a score.
I watched the film on DVD and the special features included the revelation that the producers started with the idea of showcasing people who play all sorts of classic arcade video games. But Billy and Doug's story proved so gripping that they decided to focus the entire movie on their conflict.
Thursday, February 5, 2009
Sink Tries to Stay Afloat in Politics
I recently had the chance to meet the State of Florida's Chief Financial Officer, Alex Sink, at a cocktail party. What does Florida's CFO do? The job is a cabinet level position and is responsible for managing the state’s $15 billion in Treasury funds, serving as the State Fire Marshal, overseeing workers’ compensation and the state’s risk management programs, licensing all insurance agents and investigating insurance fraud. Surprisingly, Florida is the only state to have this position.
The office largely goes unnoticed and and Sink is starting her campaign efforts for the 2010 election. She's got a basic website up but promises upgrades very soon. Sink sends out a weekly electronic newsletter on news of her office and currently had roughly 500,000 subscribers.
The social networking is a good idea as it's very challenging to get elected to a Statewide office. Florida has eleven media markets, so the cost of traditional advertising in each one adds up quite a bit. Sink estimates that she'll need at least $6,000,000 for her campaign. The fundraising is more difficult because the maximum contribution here is $500.
The CFO does have some attractive qualities that the state of the economy has really put in the spotlight. She's the former President of Bank of America. Having strong financial background in a state that has been hit hard by the housing crash isn't a bad thing. She's the only Democrat in Florida's cabinet. When asked about that situation, she replied by saying of her colleagues, "They're afraid of me."
It will be interesting to watch Sink's campaign and career. She's been mentioned for higher office, possibly even Governor, should the current Governor decide to run for the U.S. Senate.
The office largely goes unnoticed and and Sink is starting her campaign efforts for the 2010 election. She's got a basic website up but promises upgrades very soon. Sink sends out a weekly electronic newsletter on news of her office and currently had roughly 500,000 subscribers.
The social networking is a good idea as it's very challenging to get elected to a Statewide office. Florida has eleven media markets, so the cost of traditional advertising in each one adds up quite a bit. Sink estimates that she'll need at least $6,000,000 for her campaign. The fundraising is more difficult because the maximum contribution here is $500.
The CFO does have some attractive qualities that the state of the economy has really put in the spotlight. She's the former President of Bank of America. Having strong financial background in a state that has been hit hard by the housing crash isn't a bad thing. She's the only Democrat in Florida's cabinet. When asked about that situation, she replied by saying of her colleagues, "They're afraid of me."
It will be interesting to watch Sink's campaign and career. She's been mentioned for higher office, possibly even Governor, should the current Governor decide to run for the U.S. Senate.
Monday, February 2, 2009
TV's Dirty Little Secret
If you were watching the Super Bowl in Tucson, you may have been surprised by what you saw shortly after Larry Fitzgerald's touchdown in the 4th quarter. For 30 seconds, viewers of Comcast Cable saw images from a porno channel instead of the game. During that time, some adult "parts" were shown.
Comcast has apologized for the incident. In a statement the company says it's been, "working throughout the night," to discover the problem.
While there's a chance that there was some sort of high tech hacking of the Comcast system, I think I have a good idea of what happened as I've seen the same thing occur at TV stations where I worked. In the master control room, an operator is in charge of making sure that the programs are being correctly being sent out. The job can lead to some downtime and often the operator will watch some of the other programming to pass the time. But if that person gets confused and hits the wrong button on the router, the program that they're watching might be broadcast to everyone instead of just to them.
My guess is that the operator was watching the Super Bowl, figured he'd have a few minutes to kill during the post-touchdown commercials and switched over to some adult viewing.
I'll be curious to see if Comcast ever releases any more information on this Super Bowl blunder.
Comcast has apologized for the incident. In a statement the company says it's been, "working throughout the night," to discover the problem.
While there's a chance that there was some sort of high tech hacking of the Comcast system, I think I have a good idea of what happened as I've seen the same thing occur at TV stations where I worked. In the master control room, an operator is in charge of making sure that the programs are being correctly being sent out. The job can lead to some downtime and often the operator will watch some of the other programming to pass the time. But if that person gets confused and hits the wrong button on the router, the program that they're watching might be broadcast to everyone instead of just to them.
My guess is that the operator was watching the Super Bowl, figured he'd have a few minutes to kill during the post-touchdown commercials and switched over to some adult viewing.
I'll be curious to see if Comcast ever releases any more information on this Super Bowl blunder.
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