“Warm it Up?”
Favorite Post Revisited: A short while back, a wait person asked me if I would like some more coffee. I had about a quarter cup left, and said, “You can warm this up, thank you.” He took my cup to the kitchen, micro-waved the existing coffee and brought it back to me, “warmed up.” Actually it was now too hot to drink.
Be careful what you ask for, it just may be taken literally.

So Exciting!
I had the pleasure of making six presentations to this wonderful group of Brighton Store Managers from all over the country while they were “conferencing” on Maui this week. I get to meet a lot of enthusiastic people, but none more excitable than these people are. Mahalo for the opportunity.

Too Excited!
I must have been too excited on Monday evening following dinner with several Brighton managers at Leilani’s in Whaler’s Village. I failed to see the uneven sidewalk when walking back to the Hyatt Regency, stumbled and took a dive. I made a “five point landing” with my knees hitting first, then my fingers followed by my right shoulder, rib cage and finally the side of my face. I posted a photo of my fingers at the time on Facebook and was told that it was “gross.” Yes it was, I’m sorry for that.

Should I or Shouldn’t I?
Doctors on Call at the hotel was closed, so security came to my room and patched me up enough that I could make my two presentations Tuesday morning. I’m not fond of going to the doctor, so I debated as if to go at all. Jerry suggested that I go to the clinic at Whalers Village and I am glad that I did. I saw a good example of empathy as they cleaned the sand out of the wounds, poured a stinging disinfectant all over them, and gave me a painful Tetanus shot in the arm. The doctor there told me that if I hadn’t treated these wounds there was a 97% chance they would get infected, which could possibly lead to “Lock-Jaw:” not very good for my profession. In the days that followed my left foot started swelling and reached the point where I could hardly walk on it.

Making Sure
I reluctantly went to the hospital for X-Rays. I saw an orthopedic surgeon and after reviewing the x-rays he assured me that there were no fractures. YEAH! He then prescribed lots of rest and “TLC” at home; Yeah, Right!

“Doctor Retail”
He then sent an assistant in to show me some “relief options.” It felt as though I was at Nordstrom as he had me try on various orthopedic boots and shoes. After being convinced that none of them was going to increase the healing, I said, “I’ll think about it” and hobbled away in my Converse shoes. I’m glad he hadn’t read Retail Selling Made Easy. One “Okay but…” and I might be wearing something very unfashionable.

Revisited: The experience cited in this posting happened again today thus I feel motivated to resurface it. 

Get a Full Jar
We see tip jars on the counter at a lot of places where nothing is being done to earn a tip. My favorite example of this is the coffee shop where they hand you an empty paper cup, with a tip jar right there in front of you. When this happens I point to the tip jar and ask, “What’s that for?”

Do It Yourself
After paying for the coffee, and maybe leaving a tip, you have to walk across the room and fill your own cup from some pump pot, which sometimes is empty or even cold.

Service Pays
People working for tips must be of service first, and then smart enough to get tipped for doing so.
I recently saw two examples of things some employees do that hurt the tip total. I was in a coffee shop and the tab was $3.03. Would someone be likely to give a 97 cent tip on $3 ticket? Most people would not, but I might. I don’t like carrying change in my pocket. As I reached into my pocket the clerk reached into the tip jar and dug out 3 cents and handed it to me. Was I grateful? Was that the thing to do? No! NOT! She not only robbed her co-workers of the 3 cents, but also of the 97 cents I would have put into the jar. I left without tipping.

Be Smart
On another occassion recently my check was $14.85. I paid with a $20 bill. The clerk handed me 15 cents and a $5 bill. I was in a generous mood, so I called her over and said, “Never do that.” She said, “Do what?” I said, “Take this $5 and give me five $1 bills, and I will show you.” As she did, I asked her if she knows why I wanted her to do that. She said, “No.” I dropped the 15 cents and two of the $1 bills into her tip jar and said, “See, I wouldn’t have given you the $5.” Did she appreciate the “tip” or the tip? No and nope, she said, “I wouldn’t want someone to give me five $1 bills instead of a $5 bill, just to get a tip.” I explained to her that it was not for her to get the tip, but to enable me the opportunity to give her one. Did she appreciate the advice? Apparently not, I returned a couple of days later and the tab was the same. I gave her $20 and sure enough, got back 15 cents and a $5 bill. I said, “Don’t you remember what I showed you the other day?” She said, “I’m a supervisor and don’t get any of the tip money anyway.” What does that tell you?

What if it Was?
I went into a popular coffee shop today and ordered a medium size coffee. The barista looked at me, smiled broadly and said, “Hey, I read your book.” Of course I was flattered and asked him when he did, and where he bought it. He then told me that I had given it to him to read when applying for a job with a client of mine. He then said, “I am going to return it because I got this job that same day.” His face wasn’t familiar, and I asked, “How long ago was that?” He said that it was quite a while ago and repeated that he intends to return the book. I reminded him that he should do that, and handed him the money for the coffee. He then shook his head and said. “It’s on me.” As we walked away, a friend who was with me said, “It’s amazing how generous people are with someone else’s money.” My thought was, “I’m sure glad this guy isn’t working for my client.” I feel certain that the coffee, and God only knows what else, were “on the company” with his generosity. I did not feel grateful, would you?

Aha! A Salesperson
As a vegetarian I have never been a huge fan of Zippy’s, but they do make a good vegetarian Chili, so I get in there from time to time. Until today I have NEVER been impressed with the service.
As soon as Amy approached our table I knew something was different. She flashed a big smile and spoke to me (in clear English) as though I was a “customer” and not just another person likely to create work for her. I told her that I always get the vegetarian chili and she suggested trying the chili on top of spaghetti. I asked, “So how did Zippy’s ever get a person like you?” She said, “I worked as a salesperson for Gillette for many years, and just decided to simplify my life.” I complimented her on her style and told her that it’s time to move her talents into retail. She took my card. We’ll see.
The point here is that everyone is a customer and customers know good service when they see it. One of my favorite quotes is from J. Paul Getty, who at the time was the richest man in the world. He said, “I start buying when I meet people that are selling.” The chili with spaghetti costs more than the chili alone. Amy made the sale today and because she did Zippy’s will see more revenue now every time I am in there.

Big Bump
While flying from Maui to Oahu on Monday we hit a huge air pocket. For the first time I really appreciated having a seat belt on. Everything not tied down went airborne, including my precious MacBook Air. It did a flip and landed on my lap.  All seemed to be okay, so I just kept on working.
When I got to my office I noticed this damaged hinge and I felt sick to my stomach. I sent the photo above to Rolf (Da MacMan) at MacMouse.com. Rolf e-mailed back saying that they can fix it, and it may take a week or so.
Coincidentally I had just received an announcement from Apple that there was an all new MacBook Air just released.

Do It Now!
Not being one known for patience I went to the Apple Store and bought a brand new MacBook Air; lighter, faster, sharper screen, more ports and about $700 less than the one I bought two years ago.

Data Migration
Next was getting all of the data into the new computer. This part is way over my head; actually a bit scary in fact, so I went straight to MacMouse.com to see Rolf.

Early Christmas
As Rolf unpacked my new computer it felt like Christmas morning.

MacMouse Staff
As Rolf did his magic, the staff at MacMouse.com watched on as though this was something they had seen before.

Migration
It was amazing to see the data flowing from the damaged MacBook Air into the new one while we watched the World Series.

DONE!
By the time the game was over the migration was complete and everything looked and worked exactly as it did on the “old” computer.

Should I, or Shouldn’t I?
Next is deciding what to do with this $2,400 computer which works perfectly, but has a deformed hinge. My temptation was to trash it, but instead Rolf and company are going to repair it and Masae will get another hand-me-down electronic goodie to go along with the iPhone 3G she inherited when I got the iPhone 4. All is well.
If you ever need anything done with your Mac, or are just ready to go Mac; call Rolf at MacMouse.com. He’s the best.

High Stress Level
I was told recently that moving ranks up there with death and divorce when it comes to stress. As a new “Ho-Moaner” I/we have been dealing with many stresses in the past few months; Deciding to buy, looking for the right place, finding the right place, going through “Escrow Hell,” moving into the new place, Moving out of the old place, setting up all of the computer stuff, transferring telephone and television accounts, cleaning out the old place, giving away and selling old furniture, buying new furniture, tossing away years of accumulated and stored away “treasures,” renting a storage place for stuff too dear to sell or toss out, and finally getting reorganized.
If you never saw George Carlin do his classic routine about “stuff” CLICK HERE:

Big Box Service
Next was the dreaded visits to Home Depot to launch the remodeling of the “Right Place.” I’m not a fan of the service I have encountered in the big box retailers over the years, but I was shocked, delighted and impressed with what I found at Home Depot. The door greeters were friendly, helpful and approachable. The magnitude of the place was overwhelming. I knew I was going to need some help.

Busy but…
Apparently business is good because the parking lot was full and everyone was busy, but I found that the folks wearing the orange aprons, will stop what they are doing and walk you right to anything you are looking for, and answer any questions you have.

Mindboggling Options
Josephine in the window shade department was amazing as she guided me through all of the complicated options for custom solar shades for 15 floor to ceiling windows, arranged for an onsite measuring, and followed up by phone to make sure everything was on target.

Pay Up
Paying (for me) was easy too. When that part came I strolled through the store and let the CFO take over. Hey, I’m in the “Dollars Incoming Department.”

Ring Ring
At the exit door I kept hearing this loud cow bell ringing and every time it rang there was a thunderous cheer from the employees. As I departed I noticed that it was customers ringing the bell to announce that they had received great service. Wow; fun for the customers and well deserved recognition for the staff. Yes, I did ring the bell, and Yes, I will be back, many more times I fear.

Hawaiian Air - Saving Money the Right Way
Many businesses are looking to save money by cutting in areas that will negativly impact their service level. We have all seen enough adding of fees for food, checking bags, and anything else thay can think of to add revenue without appearing to raise ticket prices. These forms of not so subtle gouging have led to major dissatisfaction with the airline industry.

Clean Mo Bettah
Hawaiian Air has found some creative, if not revolutionary changes that we as passengers will barely (if at all) notice.
For example, they are power washing their jet engines more frequently, reducing the cruising speed on long-haul flights, and towing planes to the airport runways instead of using the jet engines. Hawaiian said these fuel conservation efforts save about $4 million this year. While that’s a small portion of their revenue, it is still a lot of money.
Hawaiian reportedly spent $291.6 million on fuel last year, so some may call this just a “drop in the bucket.”

Cool Looking Too!
The airline has invested $10 million to purchase eight winglets for its long-haul aircraft, in a move that saves more than 2 million gallons of jet fuel each year. The 11-foot-tall fin-like attachments will pay for themselves in four years, the airline said.
They are ordering lighter seats at a cost of about $1.5 million, which they say will pay for themselves in less than two years.
They have also purchased portable air-conditioning units for the interisland gates to cool planes in between flights. These will be used instead of the plane’s internal AC system, which is powered by the aircraft’s engines.

“Those who know how to think need no teachers.”
-Mahatma Gandhi

Great Customer Service
Heres another good one from the archives:
I recently downloaded Skype Pro on to my computer so that I can make unlimited long distance calls for a mere $3 per month. Upon testing it, I found that my desk top microphone had background noise that made for poor reception. I then ordered a $30 head set on line, and paid an added $20 bucks for overnight delivery. That was good for a few calls and then it stopped working. A few years ago that would have been the end of Skype for me, but I have grown to be a lot more patient. Upon testing I determined that the microphone in my head set was faulty. I didn’t want to wait for a new one, so I decided to try a different microphone from my digital recorder only to discover that the battery was dead. I headed over to Radio Shack to replace the battery.
I was greeted immediately upon entering the store and asked a few key questions. Joelle then led me to the battery that I needed, sold me a spare as well and upon listening to my story showed me a top of the line head set and microphone designed to work with Skype. I walked out happy having spent $90 plus.
I got back to my office and was thrilled with the performance of my new head set, but upon setting up my digital recorder I noticed the lapel clip was missing. I called Radio Shack. To my delight a human answered the phone.  I asked for Joelle. She had gone for the day, but Verra listened to my story, looked about for my clip and returned to say that she couldn’t find it, but if I came to the store they would give me a replacement lapel clip. I did and they did, all with a smile. I asked for the manager’s name and she gave me Rose Yu’s card. I was impressed. I’ll be back to Radio Shack.

But; “Da Desk”
When deciding to buy a new condo I figured that it was time to get the desk I never had. I found it at INspiration, where I played a role in their success for many years. I have had many desks in my time, but now it was time for the biggest and best one yet; my dream desk.

“Da Fit”
After buying it I had a nightmare one night about the delivery. They were unable to get it into my office. I woke up, went up to the office and taped off the dimensions. I thought, “Yeah, it’s going to fit, but how will they ever get it in here?” I didn’t rest easy for the next week.

“Da Delivery”
When the truck pulled up on “delivery day” I was there to meet it, eager to see how it looked in the truck.

“Da Guys”
When I saw Malcolm and Darrell start to unload I was relieved to see that it was all in small containers, and I thought, “OMG, this is going to be quite a job.” Then Malcolm reminded me of one early Sunday morning when I was booked to do a Teamwork Success Rally for the warehouse staff; not my usual audience. Malcolm said, “When I was told to go to a meeting on Sunday, I wasn’t very happy about it. I didn’t want to go. But, by the time you finished talking, I felt like going out and making deliveries.” I don’t think I have ever had a more moving compliment. I got goose bumps. He then said, “And we are here today to deliver your desk in a spirit of harmony” and he reminded me that this was my message to them that Sunday morning. He said, “That’s been my attitude every since.” Wow; more goose bumps.

“Da Assembly”
Next I watched as these two guys worked tirelessly, and in harmony to turn the boxes into my dream desk.

“Da Tip”
When they finished, I was really impressed and asked, “Do both of you guys own a flat screen plasma TV?” Malcolm said, “I do.” Darrell said, “I don’t.” I said, “Then take this one home and enjoy it” and added a cash tip as well.

“Da Feeling”
We have three people bidding to buy that extra TV, but no way would some money in my hand make me feel as good as that TV going home with Darrell did. This whole experience makes me want to go buy more furniture just to see these guys deliver it.

“Da View”
Now the challenge will be focusing on my work rather than the view out the window.