Rothacker Reviews

United (Airlines) Breaks Guitars, Bullies and Indifference

United Airline's employees broke Dave Carroll's Taylor $3,500 guitar. Dave spent nearly one year trying to get United to repair his guitar, to no avail. They said no. This is old news, but when I saw the video that Dave and his band, Sons of Maxwell, composed to chronicle this customer-lack-of-service nightmare, the hair on the back of my neck came to attention, stood on end and then sent an internal message to my stomach which in turn sent a message to my brain which sent a message to my feet that then propelled me right straight to the bathroom.

Of course I'll place United Airlines on the last-airline-I'd-fly-on-list. But this company just symbolizes how corporations can act as bullies and how an atmosphere of indifference can rot away a company's foundation. Kind of like "I'm a bully, I'm a bully, I'm a bully," as the bully's body begins to slowly disappear starting at its feet.

It's all about people. I am sure that there is a United Airlines crew in one airport, somewhere, that rocks. But as consumers, once we buy a Pinto, it's highly unlikely we'd ever buy another. Lack of customer service aside, what is of interest to me is the culture of companies like UA and how it influences Generation Y. Would they base an employment decision on how the company treated Dave Carroll? Or would tough times influence them to place those feelings on the back burner and take the job if they had the opportunity? And if so, how do they cope with corporate bully-ness and indifference - once they are immersed in it?

Oh well. Sit back, warm up those facial muscles responsible for smiling and enjoy Dave and his band.

Retail Business: We are really busy!

As a retailer, did you ever think about the message that you send to your customer when you tell them how busy you are? We've had two businesses in the last three days tell us how busy they were. One in person and the other over the phone.

Business in person - Best Buy, Wesley Chapel, Florida. Rosemary and I took our vehicle in to have a stereo installed. There was one person working in the mobile installation department. This fellow had to answer phones, wait on customers and in between he was installing audio gear in a car. He acknowledged our presence and got to us as soon as he could. While we were filling out a form he dashed back to the car for a couple minutes of work.

I don't recall this gentleman's exact words, but he said they were busy. Stevie Wonder could see this guy was busier than a one arm paper hanger, but he maintained a pleasant tone with us. When I asked if he could get to the car before closing, he said he'd be finished with it even if it meant staying.

So, what do you suppose Rosemary and I, two people with a combined fifty plus years in management think of this situation? From where we stood this dude is an outstanding employee. Secondly, we question management. To have one person answering phones, waiting on customers and installing gear, is bad business. Of course we were exposed to a ten minute window in this operation. Perhaps they normally have two people working in this department. A pleasant employee who acted as if he wanted to be there and acted as if he wanted us to be there, overcame this slip in operations. And speaking of operations, the smart and clean way the installation shop was kept speaks volumes for this business.

Business over the phone - I am going to be a little critical here. Basically this person was pleasant and maybe what she said would not effect most people. We called to have service performed at our house. She said, "I guess everyone waited till the holidays to call. We are very busy."

To Dave-the-former-manager, this comment neon signs these sentiments: 

• We are a poorly run company
• We are short of help
• We can't keep competent help
• Dispatcher: I'm stressed
• Dispatcher: I don't like my job

Unless you are able to overcome your we are so busy comment like the Best Buy guy did, it's better if you do not mention how busy you are to your customer.

Tampa Plumbers: Chuck's Plumbing

I had been out running some errands when I returned home and was immediately overwhelmed by three forces of nature: My daughter, my wife and raw sewage. Two were in a panic and the other was advancing on all fronts.

We needed a plumber - like yesterday. It was 4:30 p.m. and we had to be somewhere by 7:00 p.m. We didn't have time to phone friends for referrals. Rosemary got on the computer and came up with three choices. She explained our predicament to the first contractor that she called. She ended up speaking to the owner, who when hearing our story, said he would come out himself.

Flashback to earlier in the day. Rosemary and I met Donna Cutting for coffee to talk about her book The Celebrity Experience. Ironically, Donna spoke about the superb customer service exploits of a Boston plumber who she profiled in the book. She said this guy's technicians wore shoe covers and laid out a red carpet at the customer's front door...

At 5:15 p.m. that day I answer our front door. There stands Chuck, owner of Chuck's Plumbing. Chuck introduced himself, handed me his business card and laid down a red carpet. Chuck was wearing shoe covers.

Chuck repaired the problem and cleaned up in time for us to make our 7:00 p.m. engagement.

Discovering Chuck was like finding a needle in a hay stack. Getting him to our house within an hour was no less spectacular. That he was clean, courteous and knowledgeable was almost too much to believe.

Hopefully this message will spare you from the anxiety that grips one around the neck and chokes one's airways when trying to find a competent plumber in Tampa. Hopefully our good fortune will be yours too.

Chuck's Plumbing in Tampa Bay

Fast Company

Is it just me, or did Fast Company get its groove back?  This observation today is about perception.  Not critical acclaim, not depth, not analysis-paralysis.  It's just a gut feeling.

 I first began to read the magazine in the late nineties.  And I got addicted - real bad, or good depending upon your relationship with its writers.   I've paid a peripheral awareness to its change of ownership, publishers, editors and writers over the years, but I really couldn't tell you who was there when I first noticed a decline - a lack of interesting stories.  The only thing I can tell you about its people is, Alan Webber and Bill Taylor were there when it really rocked. 

What do you think?  Did FC get its groove back?

Tampa: Marketing Solutions

One more day at work for the MAN is one more day too many!  It's time to take your education and work experiences and put them to work - for You, Inc.  It's time to start your own business.

You hook up with your lawyer and accountant buddies.  They give you some good advice.  You launch.  You startup.  It's official.  It really is now You, Inc.  Cool!

The first day you hang out your shingle.  Boy did that feel good!  You get busy doing your thing.  It sure does feel good!  But then a stark reality begins to set in.  How am I going to get customers to my door?  You drive up and down Bruce B. Downs Boulevard and and a second cold, stark reality sets in.  There are four other businesses just like yours!  Yipes!  What do you do??

You call Jason and Jennelle.  That's what you do.  Right now. Jason Wilson and Jennelle Diaz Sherman own Full Circle Marketing Solutions.  Jason and Jennelle are two of the most passionate people I've ever met.  Their desire to help business owners just like you is off the charts. 

What I really like about these guys is that they're not going to storm into your business and tell you what to do.  No, they are going to sit down and talk with you.  They are going to learn what you and your business is all about.  They will ask questions.  You will sense their concern.  And you will feel their energy.  And you will begin to envision customers lining up at your door.  You will.  But they won't, if you don't contact them.  Contact them today!

 

 

Do You Matter?

Do You Matter? by Robert Brunner and Stewart Emery with Russ Hall

Why yes Virginia, you do!

Does your company matter?

Well Virginia, we're not sure about that!

Here is what this book is all about.  I've read the book twice and the authors do a nice, succinct job in describing it themselves.

I have already read somewhere someone whining about the author's excessive use of Apple as an example.  It did not bother me one bit.  As a matter of fact, it helps to enhance the book's main point. 

Here is a visual that I had twice through Do You Matter?  Robert and Stewart standing in front of an auditorium filled with CEO's from the world's top companies presenting a seminar on what the book is about.  The CEO's then leave the seminar, book in hand.  Back at their office, they shelve the book and go back to business as usual. 

It certainly is not that Robert and Stewart's message isn't compelling enough.  Delivered on the great white horse of Design powerhouse Pentagram, it's actually quite piercing.  The problem is that the CEO's minds are shelled in titanium.

If you work for a company that does not holistically embrace this concept of design, (read: titanium shelled cranium), I suggest you use this book as a What Color is Your Parachute? guide to escape.

The greatest value in my opinion, of Do You Matter? can be found in applying the question to You, Inc.  It could be You as a writer, You as a student, You as a worker, You as a sole proprietor or You as a mom.  In addition to the customer experience, do you matter to those with whom you interact?  Can you put yourself in their shoes?  Do you provide value?  If so, consistently?  In a consistent manner?

You can have a lot of fun using the complete, holistic design that the lads talk about here, to build a better sparkling You, Inc.  Tom would be most proud! 

This book was smoked-n-signed.  ...and I am recommending it to anyone who will listen!

Publix: Lessons From its Founder II

Publix has a marketing and  communication piece out titled: Lessons From Our Founder, The Publix Philosophy as Lived by George W. Jenkins.  It contains the following seven life and business lessons from Mr. George.  (dave's comments in italics).

(1) Be There - Mr. George could always be found out and about in the stores; talking to, listening to and working along side his associates.

One cannot effectively lead their company from an ivory tower.  Business reality happens on the street.  If that reality reaches leadership via multiple layers and filters it ceases to be reality.

(2) Giving is the Only Way to Get - Mr. George helped legions of people.  The brochure's anecdote tells of Mr. George lending a down payment for a car to an associate.

One cannot build a bank account of human relations by continuously making withdrawals.

(3) Invest in Others - Mr. George said, "One of the most important lessons I've learned in my business career is that no man puts together an organization on his own."

Dividends paid upon investment turns the wheels of business.

(4) Respect the Dignity of the Individual -Mr. George drives from Lakeland to Clearwater (FL), to tell an assistant manager that he did not get a recent opening for store manager in another store.  The assistant manager is touched by this thoughtful gesture.

For no other ulterior reasons...one should respect the dignity of others.  Period.

(5) The Customer is Queen (and King) - Mr. George tells a store manager there are two basic things to making his store successful.  First, take care of customers.  Second, take care of associates.

One can expect customers to return for business when they are taken care of.  If one takes care of associates, the associates will be able to take care of customers.  Do you then think that customers will return for more business?

(6) Prepare for Opportunity - Mr. George said, Publix is like a smorgasbord, with opportunity spread out for you.  Prepare yourself.  The opportunities are up for grabs."

If one does not prepare for the possibility of getting run over when they cross the street, they will.  Conversely, if one prepares to grab hold of opportunities, success is possible.

(7) Do the Right Thing -This one line from Mr. George might say it all, "Never let making a profit stand in the way of doing the right thing."

The foundation of one's success is built upon a lifetime succession of doing the right thing.

In the anecdote for Do the Right Thing, a supervisor coaches his manager (in the grocery world the supervisor is one layer of management north of manager); if the Publix philosophy is to perpetuate, it is each store manager's responsibility to see that it does.

The next time you stop in a Publix, I recommend that you pick up this brochure.  I believe that it is located in the general vicinity of the front door on a rack with other brochures.

After reading about Mr. George's life lessons, see if you do not notice them in play during your next shopping session at Publix.

Publix: Lessons From its Founder I

Publix is a privately held grocery store business based in Lakeland, Florida.  George W. Jenkins launched Publix in 1930.

I like Publix.  For perspective, that's like a Boston Red Sox baseball fan saying he likes the New York Yankees.  At least it would have been in my past.  You see, I grew up in the large grocery store business.  My dad worked in the business for fifty-one years, forty of those as a store manager.  I worked in the business for ten years and hated every second. 

The definition of customer service in the company that I worked for was, the customer loads up her grocery cart and then pays the cashier...after waiting in line for twenty-five minutes...more during holidays.

The definition of employee relations was, you do what I tell you, I pay you money.  A corrupt union was also involved.  I get a stomach ache even thinking about it today.

There is so much for me to write about from a customer point of view, and I might well in future essays.  Today I write from the perspective of a middle aged dude who appreciates Publix's marketing and communications efforts.  Actually, I could keep quite busy writing about these topics as well. 

From my past, supermarket marketing was a Wednesday newspaper insert and coupon wars.  Yuck!

Publix puts together wonderfully designed and informative communication pieces like the brochure titled Lessons From Our Founders.  It is described as: The Publix Philosophy as Lived by George W. Jenkins.  I love it!

The design of this brochure is clean, appealing and melds right into Mr. George's (as he was affectionately called), philosophy.  It is a fold-out piece that captures seven of Mr. George's life lessons.  On the top of each page is a picture of Mr. George in and around his stores.  Below that is the title of the lesson and an anecdote to illustrate it.  On the rear are more pictures, the title of the lesson and more supportive content.  For example:

Respect the Dignity of the Individual

"If you want people to respect you or your company, you must first show respect for them," believed George Jenkins.  And he practiced it, too.

On the front cover of this brochure is a picture of Mr. George pushing a cart load of groceries, helping a mother and her son to their car.  This visual shouldn't be lost on present day shoppers.  Each customer is always asked if they would like help to their car after their groceries have been bagged.

I'll cover each of Mr. George's life lessons in a following post.

I wrote a story three years ago about the Deli Kid from Publix.

WingHouse Tampa: Imagine

Imagine owning a restaurant.  Imagine for one day, the cash registers scream out in mercy, "boss I'm overworked. I can't take in anymore money."  Imagine for this to happen all you have to say to your employees is, "folks, we're going to honor our public and civil defenders.  Lets have some fun, and oh yeah, wear a costume."

A few of us from work eat lunch a couple times a month at the WingHouse on Route 301 in Tampa.  We always try to get there before noon to beat the lunch rush.  We pulled into the parking lot the other day at a quarter to twelve.  There were no parking spaces.  Burly pick up trucks had even invented a few of their own parking spaces - off pavement.   We quickly tried to figure out what was up.  Was Hillary Clinton in town?  Was Britney Spears in town?   Paris Hilton?

We were mystified, until the young lady opened the front door for us.  Costume day at the WingHouse.  You'll have to use your imagination, but I can start you off with young, fit women wearing slightly less than full uniforms.

The atmosphere inside was festive and cool.  Ownership was running a contest for the most favorite costumed girl.  Sitting there with my colleagues, my mind began to drift (I know, I am a little sick).  I thought of this one simple and brilliant decision that the owners made...to quadruple their business.  And aside from promoting the event, it didn't cost them a dime.  How could this work in my business?

WingHouse takes their product (wings are their other products), and basically, puts it on steroids.  This takes thought and imagination but think of what kind of move you could make with your own business, using this mindset.

Speaking of thought and imagination and increasing your revenues...   While dining that day, an announcement came over the loudspeaker asking people who had parked in the Red Roof Inn parking lot to move their cars or they would be towed.  Now we are talking the middle of the day at a hotel.  Were the cars disturbing the cleaning folks?  It seems to me that for folks smart enough to whip up an event that hardly costs them a dollar and makes them thousands more, they might be able to work out an arrangement with hotel.  It is also entirely possible that they have and Red Roof Inn is stonewalling.  No matter which company is doing what, the Red Roof Inn came away with egg on its face and the WingHouse was short on parking spaces.

I like this WingHouse.  No matter when we've been there, the staff has been friendly (in spite of the pressure to git ya out), they always demonstrate a sense of urgency - like they actually want you to be there, and the food is good.  And in an attempt to demonstrate that I am not sick, the girls are pretty.

Chili's: New Tampa

"Man!  There are so many to choose from.  Where should we go?"

There are seemingly a thousand restaurants within twenty minutes from our house.  Why choose one over the other?  Good food is the ticket to the concert.  Without good food you ain't getting in.  For us, that narrows down our choices to about eight-hundred.  Hey, we're normal people.  We're not some sort of Zagat zealots. 

The restaurant's environment determines whether or not we sit on the concert hall floor or up in general seating.  It must be clean and comfortable.  Knock off two-hundred more choices.  In all reality my numbers are skewered.  Selection is much less.  It is amazing how unclean some establishments are.  A very good friend of mine who is a connoisseur of customer service, goes into the restrooms prior to being seated in a restaurant.  If they are unclean, she leaves. 

So, what gets us seated in the front row?  Or more correctly, who?  Maritza Torres.  Maritza is the manager at the Chili's in New Tampa.  One word of caution prior to entering her restaurant though.  Wear sun glasses.  Because Maritza's smile just lights the place up! 

As connoisseurs of not only good customer service ourselves, Rosemary and I are connoisseurs of good management.  Good management is what we witnessed at our last visit to Chili's.  We watched Maritza supporting her staff.  The product of this support was obvious.  Nearly everyone working there acted as if they wanted to be there and that they wanted their customers to be there as well. 

One final observation.  We were waited on by a young lady and a gentleman working his first day.  She was sharp.  By her mannerisms, confidence and voice inflection, we could tell that she is in for a very successful career - in whatever line of work she chooses.  As for the gentleman, his level of customer service blew us away - considering it was his first day.  On that level he is already a seasoned professional.  I have also noticed a couple of other folks in the half dozen or so times that we've visited Chilis.  Their friendly personalities and sense of urgency stands out.

You just don't have folks like these working in an establishment unless you have a manager like Maritza Torres.  Stop into see them when you have a chance...but pack your sunglasses.