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.

Long History
I was asked recently about my “service attitude” and where I got it. I dug up blog post from a couple of years ago to answer the question. As I read it I decided to re-post it for my new followers to read. I hope you enjoy it along with the comments. 
My father, pictured above (on the left) with his early partner, ingrained it in me. He owned several small meat markets inside local grocery stores, and I grew up raking the sawdust and scraping the butcher blocks. I don’t credit that experience with my vegetarianism, but I did learn a lot about hard work and customer service.
Dad, Marty as he was known, loved chatting with housewives about the meal they were going to prepare that evening. I never saw him cook, but you wouldn’t know that from the way he described menu possibilities which led to large purchases and happy customers. They loved his suggestions and credited him with the successful dinner they had the night before.
Those were simpler times; it was in the late 40’s and early 50’s, before fast food and self service. I remember when Market Basket opened a huge new modern store with the first self serve meat counter featuring packaged meats. Dad was recruited to run the meat department. He sold our house in Santa Monica and we moved to Lynwood, California into our fancy new home. Dad was very excited about this great opportunity, but he wasn’t there long before he began to hate the job. He complained about being stuck behind a glass wall packaging meat and being out of contact with the customers. Within a year he quit the job and bought a small meat counter in a local market where he could do what he loved; service customers.
That’s it; those are my roots.
NOTE: Dad never believed that I had really become a vegetarian in the 60’s, but that’s another story.

Everybody Loses
When salespeople argue over a sale there are no winners. There are too many available customers to spend time talking or fighting over who made the sale and who didn’t. Disagreements destroy teamwork and create a bad atmosphere for everyone. It must all be about the customer.

Karma is Real
I just received this copy of a note sent to a team of salespeople in a company with four stores, two of which are right across the street from each other. I asked the manager to send it to all salespeople in all four stores. As I re-read it, I decided to send it to everyone I could, thus this post. It’s a bit lengthy, and I chose not to edit it down, but if you are in sales, especially commission sales and have co-workers, it is well worth your time to read it.

——————————–  
Hi All,
I just wanted to share this with you all.
Last night Chad was helping a man and his family with some Titanium rings. We did not have his size, so we called over to the IMP store to see if they had it, and they did.

The family said they wanted to see what the IMP (International Marketplace) looked like, so Chad walked them over, and the man tried on the rings there. After a few minutes the man became engaged in talking with Daniel and Amanda, so Chad excused himself and came back to our store.

I received a phone call from Daniel saying that the man is buying the ring and he does not know what he should do regarding the sale. I told him I would have Chad call him right back.

When Chad returned, I told him that Daniel called and wanted to know how to ring up the sale, as it was clearly Chad’s customer. Chad called him and said, “Daniel, you take the sale!” 

OMG—I was blown away! Was Ron Martin standing there egging this young man on?

The customer asked Daniel if we work on commission. He said we did and the man, Steve, said he wants Chad to get the credit for this sale. So Chad walked back to the IMP store and escorted Steve and the ring back to our store to ring up the sale.

Incidentally, Steve and his family were waiting to be called for dinner at DUKE’S, so going back and forth did not bother him.

While Chad was ringing up the sale, Steve told us that we have the best people working here. Not only was Chad great, but so were Daniel and Amanda at the other store. Steve said that he has his own business and knows what it’s like to find good people!!!

Next came the befriending part:

Chad asked Steve what he does. It turned out that Steve is the visual effects coordinator for CSI MIAMI and the other CSI show. The bullet flying through the air in slow motion is part of what he does. He runs his own business doing the special effects.

An hour later Chad was helping another couple with Titanium rings, and again we didn’t have the sizes needed. Chad called the IMP store, and they had them. He told the couple this, and they decided they will go over there, as they too are waiting for their call from DUKE’S.

I asked Chad why he didn’t just go over to get the rings and he said, “They wanted to see what our other store had, and besides it’s Karma.” I knew it was, because of Daniel and Amanda’s actions when Chad was open to releasing this customer.

Five minutes later the couple returned with their friend. They too began looking at the rings. I offered to run over to the IMP store to get the needed sizes. When I got there I found that the sizes were incorrect, so I brought over 2 sizes that were the closest to what the man needed.

End of story; the couple bought 2 rings. Talk about KARMA! Well, I think it was the professionalism Chad displayed, and his willingness to think about the customer first, and not be that pushy salesperson we hear about in Ron’s talks.

I was sooooo PROUD of Chad! It’s fun to see the lessons we learn being acted out in real life. Good going Chad!

Mahalo,
Patty

Why Do You Ask?
Salespeople and yes, even Starbucks clerks should always listen to their customers.  I seem to be picking on the coffee houses these days, but that’s just where these things happen.
I asked a Starbucks clerk at Kahala Mall the other day for two cups of coffee, one small and one medium. He prompty asked me, “Room for cream?” I said, “Yes please.” Then when I removed the tops from the cups I found no room for cream and thus poured some of that high priced coffee into the rubbish. This happens all the time. Maybe they are being generous, in case all I want is a thimbal of cream, but I sense it is more a matter of asking the question perfuntorally and not listening to the answer.

No Choice
When I was in the Air Force, back in 19… Oh well a long time ago. We used to laugh at the chow hall cooks serving breakfast. They would scoop two eggs on to the spatula, then look you in the eyes and ask, “How do you want your eggs?” and then slip them onto your plate as they were, regardless of your answer. I’d like to think of Starbucks as a bit more evolved than that, but…

Evolution
Actually there is some evolution happening at Starbucks. I just read that starting next month, July 2010 they will have free wifi access at all stores. With that deal I won’t care about the cream room in my coffee cup. Good Move!

Forget the Dollars?

Businesses don’t seem to understand that grabbing nickels and dimes from their customer’s up front can cost them dollars in the end. There’s an “assumption” (haven’t we all seen that word broken down before?) that when tacking on a few bucks or removing a few inexpensive frills here and there, that the customer will continue to do business with you; not true. Everyone has a breaking point, and once the customer say’s “Enough”, you may never see him or her again and never know why.
I am referring to little things like:

-Surcharges on rental cars
-Added costs to take baggage on the airplane
-Accomodation charges at the hotel for things like parking, and spa usage
-Automatic tips added to the restaurant tab, regardless of the service provided
-Increases in CAM fees for retailers
-The list goes on and on

I think they must go to the Thesaurus to find nice words to articulate grabbing a little more without asking you. They call them “service charges” and “accomodation charges” expecting the customer to just grin and bear it.

I say, “Put a fair price on your product, tell me what I get, and what else might be optional for what amount”. I think there’s a great opportunity out there today for companies to be straight up with their customers and knock the socks off of those who choose to be sneaky greedy in the name of “economic conservation”.

“Tips are to be Earned”
This CBS story is about a North Carolina waitress who lost her job at a pizza place after blowing off steam on her Facebook page about a recent $5 tip she got. The article does not mention the amount of the tab or anything about the service given. It does say that a couple sat at their table for three hours, causing her to work an hour later than scheduled.
On more than a few occasions I have had a server explain that he or she was getting off work, and would like to settle the tab, and start a new one with another server.

Attitudes Show
Is it possible that this server showed “attitude” instead and thus “earned” the small tip? It’s hard to say. The restaurant has a company policy banning workers from complaining about customers or making the resturant look bad on a social network, so the firing was apparently in order.
I see a few good things to remember in this story:
-The customer is always right.
-Tips are gratuities given by customers based on the level of service they feel was provided.
-Employees should be aware of and follow company policies.
-Badmouthing a customer publicly is stupid.
-Anger is one letter short of danger.