Archive for November, 2016

Customer Service Story

Thursday, November 24th, 2016


I went to my computer this morning and began my ritual of deleting junk e-mail on-line before bringing it into my computer. One of my many servers ( had a pop-up saying, “E-Mail Not Available.” I went to their website to see if there was a notice of some sort, and saw a posting that e-mail and website hosting had been discontinued. I was irritated that I knew nothing about this.
I saw a phone number listed so I called it expecting that this being Thanksgiving Day, I would get a recording.


I was surprised when a man answered the phone. I asked him what the problem is. He asked me for my e-mail address and then to hold on while he checked. When he returned to the line he said, “That account has been discontinued due to a past due bill.” I told him that they charge my credit card automatically every month and have done so for many years. Once again he asked me to hold on, and when he returned he said that all “dial-up” service has been discontinued.


This was my first e-mail account and when starting 16 years ago I used dial up; didn’t everybody back then? It’s hard to even imagine doing that today.


Not long after after that I started adding different e-mail addresses and got WIFI.  He explained that he could “Get me back on-line” and what the cost would be. I agreed to that, and within a matter of minutes all was okay.


While I was irritated about this at first, I do understand that 16 years of internet evolution as well as my own has created a new and quite impressive cyber world.  I am totally impressed that they took my call on Thanksgiving Day and handled the situation so professionally.


Saturday, November 19th, 2016


Yes They Do!
The things you say to people have the power to hurt them, help them, heal them, to encourage or motivate them. Choose your words wisely since no one wants to be hurt. And, it’s so easy to do.

Hurtful words:
“I told you so.”
“Why did you do that?”

Helpful Words:
“I’m here for you.”
“What can I do to help?”

Healing Words:
“You will feel better tomorrow.”
“This too will pass.”
“I love you.”

Encouraging Words:
“You can do it!”
“I know you can.”

Motivational Words:
“Go for It.”
“You have what it takes.”

Add some of our own, but most importantly,


“Think before you speak.”

Watch Your Words

Monday, November 14th, 2016


Say, “NO” to Colds
Yes, words are powerful, especially those that you say to yourself. People are amazed when I say that I have only had one cold in the last 55 years. Actually it’s the only one that I “Welcomed.” Others have attempted to reach me, but I refused to let them. Many years ago I embraced the phrase, “An unwelcome visitor soon departs.”


The “Cold Monster” took a run at me the past few days, but I refused to accept it and I’m fine. Never say, “I’m catching a cold.” When you do, the cold will catch you. When anyone asks me, “Are you catching a cold?” or “Do you have a cold?” I instantly respond, “No, I don’t get colds.” When someone says, “Don’t get near me I have a cold,” I say, “I’m immune to colds, come on over here and give me a hug.” It Works!


Diet and Exercise
Of course, eating a healthy diet and getting regular exercise helps as well. It’s A Magical Combination! 

A Real Pro

Thursday, November 3rd, 2016


I got goosebumps while watching game six of The World Series when the TV commentator said, “The late, great Jim Fregosi said, ‘Sometimes you have to know how to lose.’” Jim Fregosi was my first business partner in the mid ‘60s.


Late and Great
Jimmy was playing shortstop for the California Angels and was the highest paid shortstop in the American League at the time. He was a real celebrity, especially in Anaheim.
We literally could not go into a bar or restaurant where he was not known and sought after for autographs. It was a real treat to be with him and get to know him. I had the pleasure of going to Palm Springs with the Angels and sit in the dugout during their spring training games.
I learned a lot of things from Jimmy, perhaps the most important was the difference between professionals and amateurs in anything. Following is the best single example of the lessons he taught me.


We were having lunch at a restaurant in Anaheim one day and he said, “I need to get out to the ballpark and take batting practice.” I hated to see him leave and said, “Jimmy, why do you have to take batting practice? All you’ve done your whole life is hit baseballs.” His response changed my life.

Jimmy said, “Ron, we do not take batting practice to learn how to hit, we all know how to hit the ball. I cannot help it, on the way to the ballpark I have a little bit of Little Jimmy (his son) going on in my head, a little bit of Jan (his then wife) going on in my head, a little bit of last night’s game going on, and I will probably have a little bit of this lunch going on. He then went on to say, “But, to play at this level you can’t have anything else on your mind than tonight’s game. When we put on the uniform and go out on the field to take batting practice everything else goes away and we get focused on why were here tonight.”

The words that continue to give me goosebumps are, “To play at this level.”
The difference between Jimmy and many of his teammates was that he knew WHY they take batting practice. He told went on two say, “When you know HOW to do your job you can keep it, when you know WHY you can become the Manager.”

When Jimmy eventually became too old to hit baseballs he was made manager of the California Angels and then went on to manage several other big lead baseball teams. GOOGLE him. Jimmy died on Valentine’s Day two years ago and I watched television all day as they showed reruns of some of his best performances at bat and on the field.

RIP Jimmy