With Christmas shopping now in full swing, maybe now is not time to think about the shopping experience. No, with consumers on autopilot and the mad rush now on, it is probably not a good time to examine a concept that is disappearing faster than a stack of $200 laptops at 4 a.m. on Black Friday.
Customer service.
What?
Yes, customer service… it’s often all that we will remember come April when the holiday shopping adrenaline has finally worn off. Good customer service is getting scarcer all the time while bad, or non-existent customer service has become the norm. Remember when there were no “self-service” gas stations? Not only was gas less than $1 per gallon, but the attendant did it all - washed the windows, checked the oil and tire pressure… oh, and put the gas in the car too.
Today, gas stations don’t even say “self-service” anymore - it’s assumed.
It used to be that knowledgeable and friendly sales people assisted us in identifying what the right product was - and left us alone when we were just looking. Now they will read what’s on the box and tell us where the checkout is. Stores have become warehouses, parking lots need shuttle service and shopping carts have a two-ton capacity. And let us not forget the “food court.”
There used to be customer loyalty. Sometimes there still is.
I used to buy my groceries at Safeway. The store was large, but not too big, close by and the employees knew me and were always friendly. They did not have the best prices, but they were fair and I don’t mind paying a little more for a pleasant shopping experience. Unfortunately, the “customer-service” people sitting in some cubicle in some corporate office felt it necessary to get involved in what was otherwise a perfectly harmonious relationship.
At the time, I wrote checks to pay for my groceries - usually about $300 per week, every week. Due to a bank error, one of my checks bounced. Safeway put it right back through and it cleared - the bank straightened out their mistake and got the funds back into my account. I was happy, the bank was happy… but someone at Safeway was not happy. They felt that one check - one of about 100 such that went through without any problem - was worth $25 to them.
After explaining there was an error at the bank, my “customer service representative” asked me to get a letter from the bank stating that they had indeed made a mistake. They might as well have told me my word was worthless. I made them a little deal: You forget the $25, and I’ll continue to spend $300 per week there. After being put on hold so a manager could be consulted, the customer service representative told me that Safeway was willing to go the extra mile and credit me… $5.
I have been shopping at Raley’s ever since. Every week for more than 3 years, Safeway has lost whatever the profit on $300 is.
It is not at all uncommon. Perhaps retailers have become too big. Maybe the cost/benefit analysis shows competent customer service is a waste of money. It is not universal - there are still some businesses that remember where their money comes from, but many seem to have forgotten.
The sad part? Safeway doesn’t care. And neither do too many other retailers. Now with Internet shopping where there is no human contact at all, finding competent customer service is getting even more elusive. Unfortunately, many of us do not demand or even expect to be served with courtesy and respect. It has gone the way of the full-service gas station…
Check your oil today?
Sunday, November 25, 2007
Thursday, November 15, 2007
Pushing Daisies - A Prophetic Title
Ned, the piemaker, has an odd gift - he can make dead things, people included, come back to life simply by touching them. Of course, there is a catch (there’s always a catch). ABC’s new series, “Pushing Daisies,” is based upon this minor technicality and how Ned (Lee Pace) deals with it.
“Pushing Daisies” is the latest creation from Bryan Fuller whose credits include “Dead Like Me” and “Wonderfalls.” It is a somewhat dark comedic drama in which Ned and his maladjusted cohorts solve murders by bringing the victims back to life - for one minute.
Like the legendary King Midas and his golden touch, Ned must be very careful how he administers his magic touch. If he touches the recipient again - ever - they will die again, this time permanently. And if he does not touch them again within one minute, someone else nearby - randomly selected, apparently - will die. But the original once dead person must still avoid Ned’s repeated touch for eternity.
There are holes in this premise, but hey it’s TV, it’s certainly solid enough for the small screen.
With all the basic pieces of the plot in place, the fun can begin. Ned first brings his dog, Digby, back, but can never touch him again. Funny.
What if Ned were to bring his childhood sweetheart’s dead body back to life to solve her murder? What if he couldn’t bring himself to touch her again before her minute was up? According to the rules, someone must die. The sacrificial “random” lamb? A corrupt funeral home director - it couldn’t happen to a nicer guy.
But the zaniness doesn’t end there. Ned and his now very much adult, long lost, childhood sweetheart Charlotte ‘Chuck’ Charles (Anna Friel) fall in love all over again, but they cannot touch. Add to the mix the unrequited love of Olive Snook (Kristin Chenoweth), Ned’s neighbor and employee at his pie shop, The Pie Hole, and the possibilities are endless.
In the meantime Ned and his partner, Emerson Cod (Chi McBride), a private investigator who accidentally discovered Ned’s strange talent, and Chuck are the only persons who know of Ned’s odd gift. Of course, Chuck is a source of friction between Ned and Emerson. Of course.
Throughout the show, the familiar voice of narrator Jim Dale, in his trademark “Christmas Special” manner, fills in the details.
“Pushing Daisies” is amusing at times and frustrating at others as it takes a whimsical, if not entirely original look at death and redemption. The characters are offbeat and quirky, but then they almost have to be. The story line is simple and the plots only slightly less so. Although it might be a good way to kill an hour once a week, it probably hasn’t got the legs or the cuteness to carry it beyond more than a few episodes.
“Pushing Daisies” is the latest creation from Bryan Fuller whose credits include “Dead Like Me” and “Wonderfalls.” It is a somewhat dark comedic drama in which Ned and his maladjusted cohorts solve murders by bringing the victims back to life - for one minute.
Like the legendary King Midas and his golden touch, Ned must be very careful how he administers his magic touch. If he touches the recipient again - ever - they will die again, this time permanently. And if he does not touch them again within one minute, someone else nearby - randomly selected, apparently - will die. But the original once dead person must still avoid Ned’s repeated touch for eternity.
There are holes in this premise, but hey it’s TV, it’s certainly solid enough for the small screen.
With all the basic pieces of the plot in place, the fun can begin. Ned first brings his dog, Digby, back, but can never touch him again. Funny.
What if Ned were to bring his childhood sweetheart’s dead body back to life to solve her murder? What if he couldn’t bring himself to touch her again before her minute was up? According to the rules, someone must die. The sacrificial “random” lamb? A corrupt funeral home director - it couldn’t happen to a nicer guy.
But the zaniness doesn’t end there. Ned and his now very much adult, long lost, childhood sweetheart Charlotte ‘Chuck’ Charles (Anna Friel) fall in love all over again, but they cannot touch. Add to the mix the unrequited love of Olive Snook (Kristin Chenoweth), Ned’s neighbor and employee at his pie shop, The Pie Hole, and the possibilities are endless.
In the meantime Ned and his partner, Emerson Cod (Chi McBride), a private investigator who accidentally discovered Ned’s strange talent, and Chuck are the only persons who know of Ned’s odd gift. Of course, Chuck is a source of friction between Ned and Emerson. Of course.
Throughout the show, the familiar voice of narrator Jim Dale, in his trademark “Christmas Special” manner, fills in the details.
“Pushing Daisies” is amusing at times and frustrating at others as it takes a whimsical, if not entirely original look at death and redemption. The characters are offbeat and quirky, but then they almost have to be. The story line is simple and the plots only slightly less so. Although it might be a good way to kill an hour once a week, it probably hasn’t got the legs or the cuteness to carry it beyond more than a few episodes.
Sunday, November 11, 2007
Kid Nation
Maturity is a tricky thing to identify. It comes at different ages for different individuals and can vary widely depending on how maturity is defined. And although we are magically transformed from a minor to an adult at the stroke of midnight on our 18th birthday, the process surely occurs gradually over a period of time. For the sake of feasibility, most of the rights and responsibilities of adulthood are granted en masse at an age where decision-making has been determined to be at least somewhat responsible.
There is a reason why we don’t allow children to make their own decisions.
And just because the clock has passed the midnight hour, it doesn’t mean new adults always make adult decisions.
We force children to do things they do not like. If we didn’t, there would be no vegetables on their plates; they would never do their homework; they would do exactly as they please whenever they please. Generalizations? Ok, fine. You have that one rare and exceptional 10 year-old who will ask, “Excuse me. What are the long-term repercussions of eating cake for every meal?” And congratulations, your kid will be supporting the other 99 percent who are not so special.
A recent video on the YouTube circuit is a class project from Kansas State University called “A Vision of Students Today.” It is filmed in a “low-budget” style and amounts to social science students answering and editing their own survey questions based on the state of education in America today. Wait - make that based on their perception of the state of education in America today.
It is compelling stylistically, produced in much the same way many other contemporary social commentary videos are. There is a key difference, however, between those commentaries and this one. This one has no relevant content. And it could have been so much more.
There are serious problems with education in America, at all levels. There are budgets being cut while administrators are awarded exorbitant compensation; reductions in course selection and increasing class size; and there are over-worked professors and grade inflation. Indeed, the basic writing skills of college undergraduates has become so dismal that curriculum and testing has been required just to insure graduates can at least write a simple essay.
Although the video did touch very briefly on the class size issue, the bulk of it amounted to little more than adolescent whining. One student holds a sign stating that only 18 percent of her teachers know her name. Really? That is interesting because all of my teachers know mine and I know that years later, they still do. How about putting away the laptop and participating in your education, honey?
Another’s says that she only completes 49 percent of the readings assigned to her and that only 26 percent are relevant to her life!
Well maybe if you read the other 51 percent you might find that far more is relevant than you think, sweetie. And are we talking about the 18 or 19 years of your life so far? Perhaps those in charge have greater insight as to what will be relevant in your life than you do.
The commentary has much to say about the state of modern technology as it applies to the life of the modern college student. The students appear to blame their access to and use of this technology for their inability to leave it alone when there are more pressing priorities - like homework.
Adding up their (self-described) daily activities, these students are running at a deficit of 2 ½ hours per day. Included in this 26 ½ hour day are: 1 ½ hours of TV, 3 ½ hours online, 2 ½ hours listening to music and 2 hours on the cell phone. Then there are those three hours in class and three hours studying - ah, the sacrifices of being a student today.
Poor babies! There is a reason we don’t let children run the world.
There is a reason why we don’t allow children to make their own decisions.
And just because the clock has passed the midnight hour, it doesn’t mean new adults always make adult decisions.
We force children to do things they do not like. If we didn’t, there would be no vegetables on their plates; they would never do their homework; they would do exactly as they please whenever they please. Generalizations? Ok, fine. You have that one rare and exceptional 10 year-old who will ask, “Excuse me. What are the long-term repercussions of eating cake for every meal?” And congratulations, your kid will be supporting the other 99 percent who are not so special.
A recent video on the YouTube circuit is a class project from Kansas State University called “A Vision of Students Today.” It is filmed in a “low-budget” style and amounts to social science students answering and editing their own survey questions based on the state of education in America today. Wait - make that based on their perception of the state of education in America today.
It is compelling stylistically, produced in much the same way many other contemporary social commentary videos are. There is a key difference, however, between those commentaries and this one. This one has no relevant content. And it could have been so much more.
There are serious problems with education in America, at all levels. There are budgets being cut while administrators are awarded exorbitant compensation; reductions in course selection and increasing class size; and there are over-worked professors and grade inflation. Indeed, the basic writing skills of college undergraduates has become so dismal that curriculum and testing has been required just to insure graduates can at least write a simple essay.
Although the video did touch very briefly on the class size issue, the bulk of it amounted to little more than adolescent whining. One student holds a sign stating that only 18 percent of her teachers know her name. Really? That is interesting because all of my teachers know mine and I know that years later, they still do. How about putting away the laptop and participating in your education, honey?
Another’s says that she only completes 49 percent of the readings assigned to her and that only 26 percent are relevant to her life!
Well maybe if you read the other 51 percent you might find that far more is relevant than you think, sweetie. And are we talking about the 18 or 19 years of your life so far? Perhaps those in charge have greater insight as to what will be relevant in your life than you do.
The commentary has much to say about the state of modern technology as it applies to the life of the modern college student. The students appear to blame their access to and use of this technology for their inability to leave it alone when there are more pressing priorities - like homework.
Adding up their (self-described) daily activities, these students are running at a deficit of 2 ½ hours per day. Included in this 26 ½ hour day are: 1 ½ hours of TV, 3 ½ hours online, 2 ½ hours listening to music and 2 hours on the cell phone. Then there are those three hours in class and three hours studying - ah, the sacrifices of being a student today.
Poor babies! There is a reason we don’t let children run the world.
Thursday, November 1, 2007
The Power of Love
If the way to a man’s heart is through his stomach, then the True Love Coffeehouse should stop and get directions. But as its name implies, the True Love Coffeehouse’s forte is not food, but coffee - and it does do coffee and other related beverages quite well. But so do a lot of other coffee places as well as other establishments. Yet there is more to a coffeehouse than just its coffee and food.
True Love is first and foremost an uncommon coffeehouse. Even before entering through the converted Victorian’s front gate at 2315 K Street, it is apparent that this is no ordinary place. From the progressive and unorthodox décor to the intimate, dark, yet strangely warm interior to the backyard patio, kicking back at this place is an exercise in relaxation. Although the backyard is technically outdoors, the patio is covered to protect it from the elements and heated to keep the chill off.
And for those who still smoke, it is outdoors - smoking is allowed.
Nothing at the True Love is outrageously expensive nor are there any particularly great deals. Coffee drinks and other beverages come with prices comparable to other specialty coffee places and the food is fairly priced as well. Expect to pay from $7 to $10 to have your thirst quenched and your appetite satisfied.
All items are ordered after standing in a (usually short) line at the counter in the central passage between the front door and the rear exit of the house. It is not a particularly spacious location and it would not take many people to constitute a crowd. Some items are delivered at the point of sale while the more labor-intensive items are placed in a small window for pick-up a few minutes later. There is no table service.
The demeanor of the staff at the True Love matches that of the décor and to a large extent, its clientele. It caters to a younger, somewhat edgy crown and although True Love’s patrons might reject the term “avant-garde” as a generalization or a label, it is a fitting description nonetheless. If there was a modern equivalent to the beatnik coffeehouses of days gone by, True Love is it.
The charm of the True Love Coffeehouse is not in its beverages. True, the selection is huge and they blend as good a white mocha as anyone, but there are many - too many - good coffeehouses. Its magic certainly is not found in the food. The menu has some unusual dishes and does accommodate vegetarian and vegan diets, but the food is not particularly exceptional. My order of nachos ($4.00) with black beans ($1 extra) was competent, but nowhere near spectacular. It was no more noteworthy than Taco Bell nachos - and that is being kind.
But the True Love Coffeehouse, like true love itself, is more than the sum of its parts. It provides an atmosphere that feels like lounging around wearing an old t-shirt and blue jeans on a lazy Saturday night. It is a nice place to hang out with friends, read a book, or use the free wireless Internet to surf the Web or engage in online chat. If I lived in midtown, this review would likely be written out on True Love’s back patio, sipping a large white mocha and observing the buzz all around.
True Love is first and foremost an uncommon coffeehouse. Even before entering through the converted Victorian’s front gate at 2315 K Street, it is apparent that this is no ordinary place. From the progressive and unorthodox décor to the intimate, dark, yet strangely warm interior to the backyard patio, kicking back at this place is an exercise in relaxation. Although the backyard is technically outdoors, the patio is covered to protect it from the elements and heated to keep the chill off.
And for those who still smoke, it is outdoors - smoking is allowed.
Nothing at the True Love is outrageously expensive nor are there any particularly great deals. Coffee drinks and other beverages come with prices comparable to other specialty coffee places and the food is fairly priced as well. Expect to pay from $7 to $10 to have your thirst quenched and your appetite satisfied.
All items are ordered after standing in a (usually short) line at the counter in the central passage between the front door and the rear exit of the house. It is not a particularly spacious location and it would not take many people to constitute a crowd. Some items are delivered at the point of sale while the more labor-intensive items are placed in a small window for pick-up a few minutes later. There is no table service.
The demeanor of the staff at the True Love matches that of the décor and to a large extent, its clientele. It caters to a younger, somewhat edgy crown and although True Love’s patrons might reject the term “avant-garde” as a generalization or a label, it is a fitting description nonetheless. If there was a modern equivalent to the beatnik coffeehouses of days gone by, True Love is it.
The charm of the True Love Coffeehouse is not in its beverages. True, the selection is huge and they blend as good a white mocha as anyone, but there are many - too many - good coffeehouses. Its magic certainly is not found in the food. The menu has some unusual dishes and does accommodate vegetarian and vegan diets, but the food is not particularly exceptional. My order of nachos ($4.00) with black beans ($1 extra) was competent, but nowhere near spectacular. It was no more noteworthy than Taco Bell nachos - and that is being kind.
But the True Love Coffeehouse, like true love itself, is more than the sum of its parts. It provides an atmosphere that feels like lounging around wearing an old t-shirt and blue jeans on a lazy Saturday night. It is a nice place to hang out with friends, read a book, or use the free wireless Internet to surf the Web or engage in online chat. If I lived in midtown, this review would likely be written out on True Love’s back patio, sipping a large white mocha and observing the buzz all around.
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