I was driving in Dallas a few minutes ago, trying to find a radio station to listen to. I stumbled across 90.5 KTXG. They were talking about today's vote on "Don't Ask, Don't Tell" and were espousing every single power phrase they could think of to incite the far-right looney bin voter to "stop this deviant behavior."
Except that their arguments and logic are all based on false statements, half-truths, fear-mongering and lies. Take, for instance:
"Homosexual behavior is unnatural and homosexuals put together parts of the human body that weren't meant to ...be combined." -- Right, because oral and anal sex aren't part of any non-homosexual relationship. What lunacy is this?
"Eliminating Don't Ask, Don't Tell is giving homosexuals special rights" -- no, moron, it's giving them equal rights. The equal right to serve OUR country and to defend our freedom, including the close-minded ignorant bevavior practices by this particular talking head (by schedule, it appears to be the brainchild of Bryan Fischer) and hundreds of others.
"Hating homosexuals isn't bigoted" -- really? From our friends at Merriam Webster: "bigot. n. a person obstinately or intolerantly devoted to his or her own opinions and prejudices; especially : one who regards or treats the members of a group (as a racial or ethnic group) with hatred and intolerance" So yeah, they're bigots. And anyone espousing such an obviously inaccurate statement shouldn't be permitted (by social limitation, not regulation) to speak in any public forum. Clueless in the extreme.
"This bill repealing Don't Ask, Don't Tell will be a bellweather to gay rights." -- Great! The more we can focus on being good to one another and acting as Christ would instead of as these blow-hard buffoons (see: Pharisees, Saducees, other intolerant religion-selling blind men), the closer we'll get to being true followers of His.
So, to all my friends -- gay, straight, Christian, agnostic, atheist, polytheist, Wiccan, etc. -- thank you for keeping your minds open and your radio dials away from idiots like these who continue to lead some down the path of ignorance and intolerance. We pretend to have all the answers and to know all -- we don't. We're made in His image, but not with His knowledge. Omnipotence and omniscience are His alone -- judgement too.
Tuesday, September 21, 2010
Monday, July 19, 2010
Policies are bad...
I've been following Seth Godin for a while. He's a smart guy, and I think his books really reach out to making the world around him a better place. He's not always right, and sometimes he reaches to make a point -- but he still makes a point.
I've been a child of the same mind and soul-crushing establishment that Godin speaks against for quite a while, but fortunately have maintained a somewhat adversarial relationship with it in that I tend not to blend in, to accept blindly or to toe the company line -- it's just not my style. The customers I work with (my customers in my mind) appreciate the candid nature I bring to the table, because they know I'm not going to blindly adhere to doctrine espoused by anyone.
But it seems that this is a growing breed of problem -- the tendency to follow blindly the rules set in front of oneself. Perhaps it's just that the economy is forcing people to "play it safe" to keep their jobs; perhaps it's just that people don't have the same interest in being customer-centric, but an interaction I had this weekend really showed me why being a "policies and procedures" organization doesn't work.
For those who know me, I drink iced tea. A lot. One might almost consider it an addition. I was at a popular theme park in the Orlando area which offers Joffrey's coffees and tea products. I had been to several of the Joffrey's stands to purchase iced tea; for some inexplicable reason, some stations had prepared iced tea, while others did not. This is a common experience for those of us not into drinking soda or coffee, so I have a backup plan -- hot tea and a cup of ice (You'd be amazed at how many people don't realize this is possible -- frightening!). All of the Joffrey's folks had been willing to sell me the hot tea and provide me with a cup of ice (cost to them: $0.25; tea, for those who are unaware, already has a very high profit margin, so they weren't losing anything on the deal) -- until I went to one particular stand. This one was in front of a "highway in the sky" mode of transportation and while my companion waited for me, I proceeded to have this dialogue with the "barista", Orladny. (Not sure of spelling on the name).
Me: I'd like a large iced tea.
O: We don't have that here.
Me: Okay, I'll take a large hot tea and a cup of ice.
O: I can't give you a cup of ice.
Me: Can I buy a cup of ice?
O: No, I can't sell you a cup of ice.
Me: Really? Every other Joffrey's I've been to in the past 3 days has been able to do this for me... (confused look on my face, but still patience in my voice)
O: I can't do that. Next customer?
Me: Can you call your manager for me?
O: She's not here right now.
Me: Can you call her so that I can speak with her, or otherwise provide me with a manner of bringing this to her attention?
O: I'm not allowed to use the cell phone while I'm working.
The conversation ended, because I was, at that point, arguing with a not all that intelligent (although quite shrewd) robot. She was parroting policies that got her out of doing additional work or providing any service beyond that which was on her "I must do" card. Unfortunately, the type of rule-based organizations we are creating where people are replaceable cogs is leading directly to this type of interaction more and more frequently (online chats with "customer service", script-based tech support, etc.) We are commiditizing people to the point where we are eliminating the need for them entirely; why should this store have even had employees? Why not just a machine with push-buttons? It might actually have salvaged the sale -- surely a cup of ice would have been a value-added option on a machine!
In the end, I reported her name to the theme park management, and while I expect that they'll make a reasonable effort to follow it up with the Joffrey's folks, I don't expect anything will come from it, because she was "just doing her job" after all -- she didn't break any rules, she followed the company's policies (no freebies, no giveaways, no sales of items that aren't on the menu) blindly and to the letter -- but without any thought to what that might mean to a customer. Are you doing the same thing in your organization?
I'd bet you are...
I've been a child of the same mind and soul-crushing establishment that Godin speaks against for quite a while, but fortunately have maintained a somewhat adversarial relationship with it in that I tend not to blend in, to accept blindly or to toe the company line -- it's just not my style. The customers I work with (my customers in my mind) appreciate the candid nature I bring to the table, because they know I'm not going to blindly adhere to doctrine espoused by anyone.
But it seems that this is a growing breed of problem -- the tendency to follow blindly the rules set in front of oneself. Perhaps it's just that the economy is forcing people to "play it safe" to keep their jobs; perhaps it's just that people don't have the same interest in being customer-centric, but an interaction I had this weekend really showed me why being a "policies and procedures" organization doesn't work.
For those who know me, I drink iced tea. A lot. One might almost consider it an addition. I was at a popular theme park in the Orlando area which offers Joffrey's coffees and tea products. I had been to several of the Joffrey's stands to purchase iced tea; for some inexplicable reason, some stations had prepared iced tea, while others did not. This is a common experience for those of us not into drinking soda or coffee, so I have a backup plan -- hot tea and a cup of ice (You'd be amazed at how many people don't realize this is possible -- frightening!). All of the Joffrey's folks had been willing to sell me the hot tea and provide me with a cup of ice (cost to them: $0.25; tea, for those who are unaware, already has a very high profit margin, so they weren't losing anything on the deal) -- until I went to one particular stand. This one was in front of a "highway in the sky" mode of transportation and while my companion waited for me, I proceeded to have this dialogue with the "barista", Orladny. (Not sure of spelling on the name).
Me: I'd like a large iced tea.
O: We don't have that here.
Me: Okay, I'll take a large hot tea and a cup of ice.
O: I can't give you a cup of ice.
Me: Can I buy a cup of ice?
O: No, I can't sell you a cup of ice.
Me: Really? Every other Joffrey's I've been to in the past 3 days has been able to do this for me... (confused look on my face, but still patience in my voice)
O: I can't do that. Next customer?
Me: Can you call your manager for me?
O: She's not here right now.
Me: Can you call her so that I can speak with her, or otherwise provide me with a manner of bringing this to her attention?
O: I'm not allowed to use the cell phone while I'm working.
The conversation ended, because I was, at that point, arguing with a not all that intelligent (although quite shrewd) robot. She was parroting policies that got her out of doing additional work or providing any service beyond that which was on her "I must do" card. Unfortunately, the type of rule-based organizations we are creating where people are replaceable cogs is leading directly to this type of interaction more and more frequently (online chats with "customer service", script-based tech support, etc.) We are commiditizing people to the point where we are eliminating the need for them entirely; why should this store have even had employees? Why not just a machine with push-buttons? It might actually have salvaged the sale -- surely a cup of ice would have been a value-added option on a machine!
In the end, I reported her name to the theme park management, and while I expect that they'll make a reasonable effort to follow it up with the Joffrey's folks, I don't expect anything will come from it, because she was "just doing her job" after all -- she didn't break any rules, she followed the company's policies (no freebies, no giveaways, no sales of items that aren't on the menu) blindly and to the letter -- but without any thought to what that might mean to a customer. Are you doing the same thing in your organization?
I'd bet you are...
Friday, May 14, 2010
eBay Customer Service commitment -- bogus!
I try not to allow my personal issues to creep into my blogging -- I try to keep this out of being a bitchfest about anyone or anything in particular (myself included).
That said, I'm making an exception today to call out eBay for having shoddy customer service and their false commitment to Buyer Protection. They started this new great program that they advertise on EVERY PAGE OF THEIR SITE where if you don't receive an item or if it is not what you wanted, they will help make it right. Sounds great, right?
Except they lie. They don't actually mean it. The cowards in their customer service department hide behind e-mail facades, refusing to speak with customers. Their "appeals" process is a single e-mail chain and then being cut off entirely. I'm pasting the reply from their "customer service agent" below (I use the title in quotes to illustrate their lack of ability to actually carry through on their intent).
The short version of the story. I bought an XM radio from a guy in North Carolina. His ad said he would ship it Priority Mail. He shipped it parcel post with delivery confirmation (cost difference? about $2!). That by itself should be enough cause for them to see there's a problem. They didn't. I digress.
I waited the 2 weeks for the package to show up. Finally, USPS updated their tracking system saying that it was out on the truck for delivery. I called the hotel to check to see if the package arrived (note: during the week, I live in a hotel in Dallas). It hadn't. Then I checked again, every day. Eventually the package got marked as "delivered" on the USPS' site (it wasn't). The hotel has scoured their mail room and back offices looking for my package. It's nowhere to be found. USPS swears they delivered it. I spoke to the mail carrier twice (directly in person). I went to the post office that said they delivered the package twice. They hace NO idea where it is. Regardless, I don't have it. I figured eBay's guarantee would help me -- that a big company who could absorb $68 of loss would do so. I was wrong.
So -- eBay, I'm calling you out. Your advertisement for Buyer Protection is pure fraud and I think you're lying to customers. What are you going to do about it?
And for all those who read this blog -- take care what you buy on eBay. Make sure not to use USPS for shipping, because their "tracking" is incompetent. If you can do business anywhere else, I'd suggest it.
eBay -- your move.
Quoted e-mail from eBay's non-customer service agent:
--------------------------------------------------------------
Dear joefox97,
Thank you for contacting eBay in regard to item #320511926105. I can
certainly appreciate how frustrating this situation may have been for
you as you have not received the item you paid for.
I have reviewed this case thoroughly and see that it was decided in
favor of your seller. I understand that you have still not received the
item, so I would like to explain our decision in further detail.
Your seller was able to provide us with a valid tracking number showing
the item was delivered to the address registered on your eBay account. I
hope you can understand why this led to our decision. As for your
appeal, I regret to inform you that we are not able to issue you a
refund because the tracking shows the item was delivered. It would be
unfair to the seller to overturn our decision when they have proof of
delivery.
Now I understand and believe that you have not received this item. It is
very possible that a mistake was made by the mail carrier. The package
may have never been delivered or could have been delivered to the wrong
address. In either scenario, I really do hope you can understand that we
have to make our decisions with the information available to us. When a
tracking number shows the item was delivered, we have to take that as
proof of delivery.
At this point, I would first recommend you contact the mail carrier used
to see if they could provide further details of the package's
whereabouts. If they are unable to provide you with further information,
you may consider asking neighbors if they received the package in error.
I realize this wasn't the answer you were looking for, but I hope I've
been able to explain things clearly and I thank you in advance for your
understanding.
This is eBay's final decision. No further contacts about this case will
be responded to. If you have any further questions about other issues
not related to this case, please click "Contact Us" at the top of any
eBay page.
Sincerely,
Jordan E
eBay Buyer Protection
Original Message Follows:
------------------------
Subject: GS=CU0779 | Appeal claim to CS, I didn't receive an item I paid
for or I received an item that is not as described
User Feedback: 35
User State: 01
Browser info:
Home > ResolutionCenter > Resolve Problem > Appeal
Contacting member: joefox97
Claim #: 5002108255
Item number: 320511926105
Transaction ID: 0
Problem reported:
Additional message: Maybe I'm confused -- the ad for eBay Buyer Protection clearly says "We'll cover your full purchase price plus original shipping if it your item doesn't arrive or it's not what you expected." -- My item hasn't arrived. What more do I need to say? No other reason was given, no detail as to WHY I won't be issued a refund.
Feel free to call the hotel and ask them about the package that didn't
arrive -- xxxxxxxxxxxxxxxxxx (confidentiality). They can all tell you that I ask about my package everyday and it's not arrived. Or try talking to the post office to find out when and if it was delivered -- their delivery confirmation service is bogus at best. And then the seller DID NOT SHIP the package with the correct method -- his ad said "Priority Mail." He used Parcel Post. There is no way that I should be out $70 when I did nothing wrong. Be sure that if eBay decides not to assist that this will NOT be the final action I take.
--------------------------------------------------------------
That said, I'm making an exception today to call out eBay for having shoddy customer service and their false commitment to Buyer Protection. They started this new great program that they advertise on EVERY PAGE OF THEIR SITE where if you don't receive an item or if it is not what you wanted, they will help make it right. Sounds great, right?
Except they lie. They don't actually mean it. The cowards in their customer service department hide behind e-mail facades, refusing to speak with customers. Their "appeals" process is a single e-mail chain and then being cut off entirely. I'm pasting the reply from their "customer service agent" below (I use the title in quotes to illustrate their lack of ability to actually carry through on their intent).
The short version of the story. I bought an XM radio from a guy in North Carolina. His ad said he would ship it Priority Mail. He shipped it parcel post with delivery confirmation (cost difference? about $2!). That by itself should be enough cause for them to see there's a problem. They didn't. I digress.
I waited the 2 weeks for the package to show up. Finally, USPS updated their tracking system saying that it was out on the truck for delivery. I called the hotel to check to see if the package arrived (note: during the week, I live in a hotel in Dallas). It hadn't. Then I checked again, every day. Eventually the package got marked as "delivered" on the USPS' site (it wasn't). The hotel has scoured their mail room and back offices looking for my package. It's nowhere to be found. USPS swears they delivered it. I spoke to the mail carrier twice (directly in person). I went to the post office that said they delivered the package twice. They hace NO idea where it is. Regardless, I don't have it. I figured eBay's guarantee would help me -- that a big company who could absorb $68 of loss would do so. I was wrong.
So -- eBay, I'm calling you out. Your advertisement for Buyer Protection is pure fraud and I think you're lying to customers. What are you going to do about it?
And for all those who read this blog -- take care what you buy on eBay. Make sure not to use USPS for shipping, because their "tracking" is incompetent. If you can do business anywhere else, I'd suggest it.
eBay -- your move.
Quoted e-mail from eBay's non-customer service agent:
--------------------------------------------------------------
Dear joefox97,
Thank you for contacting eBay in regard to item #320511926105. I can
certainly appreciate how frustrating this situation may have been for
you as you have not received the item you paid for.
I have reviewed this case thoroughly and see that it was decided in
favor of your seller. I understand that you have still not received the
item, so I would like to explain our decision in further detail.
Your seller was able to provide us with a valid tracking number showing
the item was delivered to the address registered on your eBay account. I
hope you can understand why this led to our decision. As for your
appeal, I regret to inform you that we are not able to issue you a
refund because the tracking shows the item was delivered. It would be
unfair to the seller to overturn our decision when they have proof of
delivery.
Now I understand and believe that you have not received this item. It is
very possible that a mistake was made by the mail carrier. The package
may have never been delivered or could have been delivered to the wrong
address. In either scenario, I really do hope you can understand that we
have to make our decisions with the information available to us. When a
tracking number shows the item was delivered, we have to take that as
proof of delivery.
At this point, I would first recommend you contact the mail carrier used
to see if they could provide further details of the package's
whereabouts. If they are unable to provide you with further information,
you may consider asking neighbors if they received the package in error.
I realize this wasn't the answer you were looking for, but I hope I've
been able to explain things clearly and I thank you in advance for your
understanding.
This is eBay's final decision. No further contacts about this case will
be responded to. If you have any further questions about other issues
not related to this case, please click "Contact Us" at the top of any
eBay page.
Sincerely,
Jordan E
eBay Buyer Protection
Original Message Follows:
------------------------
Subject: GS=CU0779 | Appeal claim to CS, I didn't receive an item I paid
for or I received an item that is not as described
User Feedback: 35
User State: 01
Browser info:
Home > ResolutionCenter > Resolve Problem > Appeal
Contacting member: joefox97
Claim #: 5002108255
Item number: 320511926105
Transaction ID: 0
Problem reported:
Additional message: Maybe I'm confused -- the ad for eBay Buyer Protection clearly says "We'll cover your full purchase price plus original shipping if it your item doesn't arrive or it's not what you expected." -- My item hasn't arrived. What more do I need to say? No other reason was given, no detail as to WHY I won't be issued a refund.
Feel free to call the hotel and ask them about the package that didn't
arrive -- xxxxxxxxxxxxxxxxxx (confidentiality). They can all tell you that I ask about my package everyday and it's not arrived. Or try talking to the post office to find out when and if it was delivered -- their delivery confirmation service is bogus at best. And then the seller DID NOT SHIP the package with the correct method -- his ad said "Priority Mail." He used Parcel Post. There is no way that I should be out $70 when I did nothing wrong. Be sure that if eBay decides not to assist that this will NOT be the final action I take.
--------------------------------------------------------------
Wednesday, May 12, 2010
Hotels and Long Distance
Why do hotels still charge for long distance? Didn't long distance (at least domestic long distance) in the US go the way of the dodo quite a while ago? Are there still people out there who pay for domestic long distance on their home and business lines and not as part of the bundled price? If so, and you do any amount of long distance whatsoever (even just a little) -- WHY?
There is no reason to continue to pay long distance charges, and I challenge anyone to prove otherwise.
There is no reason to continue to pay long distance charges, and I challenge anyone to prove otherwise.
Friday, May 7, 2010
Tony Stark -- Walt Disney's son?
So I just got back from watching the opening of Iron Man 2 locally at the midnight showing. I've made my fair share of midnight film openings -- I think this one ranks as one of the best I've attended (the most recent Star Trek was the best, for those who are curious).
This movie was a dream for me -- lots of technology, a veritable geek cornucopia, abetted by a few subtle (and some not-so-subtle) Walt Disney references, including a film that is so much a copy of the Walt introducing EPCOT concept video that if Marvel weren't owned by Disney, it would be in danger of being sued for infringement. That said, it was splendidly done and the cinematography and special effects were engaging and extremely realistic. If our computer interfaces could do half of what Tony's did in this film, we'd have arrived at that Sci-Fi mecca of the "future world."
Also present in the film (and only if you were really paying attention) -- a tune from none other than the half the brother-composing team of "A Great Big Beautiful Tomorrow" and "It's a Small World", Richard Sherman. I heard the song start during the credits and it had a Disney park-esque feel to it -- and then the credits confirmed it -- Dick Sherman wrote a Carousel of Progress-style tune for this superhero-universe pic. Unbelievable. It's Disney chic meets high-tech geek. I think I had a moment somewhere along the line.
Oh -- and it didn't hurt that Pepper Potts and Natalie the new assistant nearly got into blows -- and Natalie nearly got out of her clothes. But I digress. :-)
SO -- in summation -- the review in the USA Today is way off-base; this film had believable characters who played the parts very well. There were a few bits that were just over the top, but in Stark's world, it fits in and doesn't distract. I, for one, am salivating for the day I can model with 3D graphics the way they did in this film -- even if all I ever use it for is replaying this movie (and Scarlett Johannsen's scenes in particular).
GO see Iron Man 2!
http://www.isthmus.com/isthmus/article.php?article=29108
This movie was a dream for me -- lots of technology, a veritable geek cornucopia, abetted by a few subtle (and some not-so-subtle) Walt Disney references, including a film that is so much a copy of the Walt introducing EPCOT concept video that if Marvel weren't owned by Disney, it would be in danger of being sued for infringement. That said, it was splendidly done and the cinematography and special effects were engaging and extremely realistic. If our computer interfaces could do half of what Tony's did in this film, we'd have arrived at that Sci-Fi mecca of the "future world."
Also present in the film (and only if you were really paying attention) -- a tune from none other than the half the brother-composing team of "A Great Big Beautiful Tomorrow" and "It's a Small World", Richard Sherman. I heard the song start during the credits and it had a Disney park-esque feel to it -- and then the credits confirmed it -- Dick Sherman wrote a Carousel of Progress-style tune for this superhero-universe pic. Unbelievable. It's Disney chic meets high-tech geek. I think I had a moment somewhere along the line.
Oh -- and it didn't hurt that Pepper Potts and Natalie the new assistant nearly got into blows -- and Natalie nearly got out of her clothes. But I digress. :-)
SO -- in summation -- the review in the USA Today is way off-base; this film had believable characters who played the parts very well. There were a few bits that were just over the top, but in Stark's world, it fits in and doesn't distract. I, for one, am salivating for the day I can model with 3D graphics the way they did in this film -- even if all I ever use it for is replaying this movie (and Scarlett Johannsen's scenes in particular).
GO see Iron Man 2!
http://www.isthmus.com/isthmus/article.php?article=29108
Tuesday, May 4, 2010
A Ray of Light...
And no, not the song by Madonna.
The President gave a commencement speech the other night calling for civility and an end to partisan-only politics. That by itself wouldn't be shock-inducing -- but that mainstream media outlets are posting stories like this is -- supporting the President and his call to end the madness. I am hopeful that this is the first of many rays of light -- let's focus on getting things done for the good of all!
The President gave a commencement speech the other night calling for civility and an end to partisan-only politics. That by itself wouldn't be shock-inducing -- but that mainstream media outlets are posting stories like this is -- supporting the President and his call to end the madness. I am hopeful that this is the first of many rays of light -- let's focus on getting things done for the good of all!
Giving back...
I work for Pearson -- and our Foundation has started a new EXCELLENT program called "We Give Books" where when you read a book online (to yourself, to a child, etc.), they give a real book to a child in need. It's a brilliant cause, and quite simple, really -- so take a peek and do what you can to give back?http://www.wegivebooks.org
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