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Success in the Age of the Internet

Dear Mr. Unsolicited Advice: How can I give that down-home just-plain-folks feel to my catalog collection in this age of cold, impersonal, eCommerce stuff? — Vexed in Virginia Dear Vexed,…

Dear Mr. Unsolicited Advice:

How can I give that down-home just-plain-folks feel to my catalog collection in this age of cold, impersonal, eCommerce stuff?

— Vexed in Virginia

Dear Vexed, I’m glad you asked. The big problem you face is that expectations for perfect, quick, easy catalog ordering have risen to unprecedented levels. If you want to harken back to an older era, your only choice is to add imperfections to your system — preferably a lot of them. This will build interpersonal ties between your firm and your possible (or former) customers that will be something to be proud of.

So, for example, if you have a website, make sure it’s flaky as all hell. While the ideal is to have it lose everything when you go to actually submit an order, you can also get a lot of mileage from having someone merely trying to go to your main page come up with a message like, “Warning: mysql_connect(): Lost connection to MySQL server during query in ./includes/functions/database.php on line 19. Unable to connect to database server!”

Of course, you have a phone number in your catalog, but that doesn’t mean a commitment to actually answering the phone. When someone calls that number, make sure you tell them in pleasant tones that you’re open from 9-to-5 on weekdays, and please call back then. Inaccessibility is the key to success in the old business era, and you’ll have it in spades.

Make sure, though, you don’t actually tell them what time zone you’re in. That might actually let them plan on when to call you! Instead, just say “9-to-5” and let them dedicate their lunch hour to the prospect of getting hold of you! Remember, if they make an effort to reach out to you, even after that, it’s a customer relationship that will survive anything.

Yes, follow a strategy like that, and folks will know that, even in this tech-savvy world of ours, there are still people willing to go the extra mile to make sure they can’t.

Feel the love

Just before I went off on my trip, I happened to open up SiteMeter to see how my hit counts were doing. It’s not something I obsess over, by any…

Just before I went off on my trip, I happened to open up SiteMeter to see how my hit counts were doing. It’s not something I obsess over, by any means, but I do find it interesting.

I was (non-obsession aside) a bit dismayed to notice that my visitors and page hits in October had dropped way down, to less than half of what they’d been earlier in the summer. Was it folks getting tired of web-surfing pre-election? No, the weeklies in November were still down the same way? WTF?

Took me a bit of digging, but I eventually found that when I upgrade to MT3 and went to dynamic publishing, I’d missed including SiteMeter in the individual archive pages, so anyone visiting those wasn’t contributing to the hit count. I fixed that, and the counts are back up to “normal.”

That is interesting, though. I design my blog around the front (home) page, but clearly that gets only a fraction of the traffic of the blog as a whole. Extra traffic by folks looking at comments? Folks going direct to the pages via an RSS feed? Cross-links from other pages? Google hits? I don’t know. But it’s interesting.

Hitting the bricks

Lego has been in financial trouble of late, and it’s not getting any better. Hopefully some of the radical steps they’re looking at will save the company. I have a…

Lego has been in financial trouble of late, and it’s not getting any better. Hopefully some of the radical steps they’re looking at will save the company. I have a lot of fond Lego memories, and would just as soon not see it go the way of the dodo.

Hmmmm. Maybe it’s time to do my part and put some “real” (normal-sized) Lego on Kitten’s Christmas list. I could use with building up some scar tissue on my feet …

(posted by CronDave)

Word of Blog

Note: In a world bound together by the Internet — indeed, when dealing specifically with Internet-related matters, and with someone who’s not afraid to use that forum herself — it…

Note: In a world bound together by the Internet — indeed, when dealing specifically with Internet-related matters, and with someone who’s not afraid to use that forum herself — it just doesn’t pay to screw someone over. Especially just to, evidently, be a cheapskate.

Yes, I mean, you, Bill.

“Either a good or a bad reputation outruns and gets before people wherever they go.”
&nbsp&nbsp — Lord Chesterfield

UPDATE (22-Dec-04): Bill has contacted me and asked (nicely, explictly non-threateningly, but firmly) that, given the high pagerank this page has ended up having in Google associating his name with this matter, and given that he claims to have documentary proof that that he’s in the right of the dispute (which, at this late date, I declined to review), I either publish a retraction, or, preferably, delete this post.

Being an historian, and being an honest man, I’m always reluctant to delete something from the record. Even when in error (which is not a concession of same), that error is part of the historical record and should remain as such.

Still, not wishing to either prolong unpleasantness, nor paper it over, I’m taking the following steps:

  1. I’m going to try to bump down the Google pagerank for Bill’s full name by editing his last name out of the post (and comments).
  2. I’m keeping a PDF of the original page, just ’cause.

  3. I’m writing this disclaimer, noting what I’ve done.

Hopefully that will satisfy all quarters, including my idiosyncratic own.

Syrupy sentiments

A Coke is a Coke is a Coke … except when it isn’t. Deep in the heart of Coca-Cola country, there’s at least one place where the iconic caramel-colored fizz…

A Coke is a Coke is a Coke … except when it isn’t.

Deep in the heart of Coca-Cola country, there’s at least one place where the iconic caramel-colored fizz doesn’t reign supreme — at least not the version most Americans know.

At Las Tarascas Latino Supermarket, 30 miles from the soft drink giant’s world headquarters, store manager Eric Carvallo adjusts prized bottles of Mexican Coke displayed prominently at the front of the store.

Taste is the main reason why his discriminating shoppers buy Mexican Coke — they say the cane sugar sweetener used in Mexican Coke has a sweeter, cleaner flavor than the high-fructose corn syrup in the American version. Many are willing to pay $1.10 per 12-ounce bottle for the imports, even with cans of American Coke sitting nearby for 49 cents each.

“You drink it and taste it — it’s something you tasted all your life,” said Carvallo, referring to the many immigrants who prefer Mexican Coke over its American counterpart.

I’ve heard of this before, actually, usually more in context of when Coke changed in the US market from cane sugar to the less expensive “high-fructose corn syrup” in the 80s.

Alas, this is not producing a Coke and a smile in some quarters.

With a niche market for Mexican Coke taking root in the United States, The Coca-Cola Co. and its bottlers are quietly looking to block its passage across the border.

One reason the Atlanta-based company wants the drink to have a low profile in the United States is that bottlers here don’t profit from sales of the import, which are produced by independent Mexican bottlers. Mexican Coke, brought in by third-party distributors and retailers, infringes on franchise territory rights of the U.S. plants.

“We believe that those territory rights belong to the rightful bottlers,” said Coke spokesman Mart Martin.

I.e., “Never mind what the customer wants, we cut deals with distributors, and they’re the ones we’re interested in making happy.”

Coke may also be afraid that consumers will begin to prefer the alternate formulation and want Coke to provide it domestically — at the same cost, and, thus, at lower margins.

Fortunately, since it’s not a counterfeit product, there’s no basis for asking Customs to hold up shipments of Mexican Coke at the border. At least not the fizzy kind.

(via DBD)

Props where props are due

To the folks at Tile for Less on County Line Road and Quebec, for their flexibility and reasonable pricing in cutting tile. Margie ended up having a very nice experience…

To the folks at Tile for Less on County Line Road and Quebec, for their flexibility and reasonable pricing in cutting tile. Margie ended up having a very nice experience with them, and they deserve your custom, should you be in the area and have need of their services or product.

The Ad Graveyard

An amusing collection of ads that never made it past the client. I particularly like the one with the Cigarette-Smoking Man touting milk. In a number of cases, the “story…

An amusing collection of ads that never made it past the client. I particularly like the one with the Cigarette-Smoking Man touting milk.

In a number of cases, the “story behind the cancellation” is the best part (e.g., the rejected ad for Stephen King’s Langoliers mini-series).

(via BoingBoing)

Branded

Preference for Coke vs. Pepsi isn’t just a matter of taste. Knowledge of which one is being drunk (a non-blind taste test) actually produces different MRI-traced brain reactions, as folks…

Preference for Coke vs. Pepsi isn’t just a matter of taste. Knowledge of which one is being drunk (a non-blind taste test) actually produces different MRI-traced brain reactions, as folks make certain associations with the different brands.

The preference for Coke versus Pepsi is not only a matter for the tongue to decide, Samuel McClure and his colleagues have found. Brain scans of people tasting the soft drinks reveal that knowing which drink they’re tasting affects their preference and activates memory-related brain regions that recall cultural influences. Thus, say the researchers, they have shown neurologically how a culturally based brand image influences a behavioral choice.

These choices are affected by perception, wrote the researchers, because “there are visual images and marketing messages that have insinuated themselves into the nervous systems of humans that consume the drinks.”

Even though scientists have long believed that such cultural messages affect taste perception, there had been no direct neural probes to test the effect, wrote the researchers. Findings about the effects of such cultural information on the brain have important medical implications, they wrote.

[…] The experimental design enabled the researchers to discover the specific brain regions activated when the subjects used only taste information versus when they also had brand identification. While the researchers found no influence of brand knowledge for Pepsi, they found a dramatic effect of the Coke label on behavioral preference. The brand knowledge of Coke both influenced their preference and activated brain areas including the “dorsolateral prefrontal cortex” and the hippocampus. Both of these areas are implicated in modifying behavior based on emotion and affect. In particular, wrote the researchers, their findings suggest “that the hippocampus may participate in recalling cultural information that biases preference judgments.”

Looks like all those advertising dollars actually pay off …

(via BoingBoing)

Ask Mr. Unsolicited Advice about Car Service!

Dear Mr. Unsolicited Advice, How can Stevinson Toyota West, a local major car dealership here in the Denver metro area, make my customer service experience more noteworthy? — Driving in…

Dear Mr. Unsolicited Advice,

How can Stevinson Toyota West, a local major car dealership here in the Denver metro area, make my customer service experience more noteworthy?

— Driving in Denver

Oh, let me count the ways:

Hey, Stevinson Toyota West people, if a call is routed to your service desk, be sure not to pick it up and politely ask me to hold. Let it sit on hold for a long time, then let it roll over, ring a few times, and briefly pick it up and then immediately push the hold button again. I can hear the music interruption and the background noise while the phone is briefly off the hook, and that will assure me that someone is still alive over there.

It’s also impressive if you leave me on hold long enough that I get to listen to the entire frelling jazzy Muzak-on-hold tape loop you cheaped out and bought, and hear it roll back over to the beginning.

When you hire someone to answer the phone in the service department, make sure, if you aren’t going to hire enough associates to come to the phone in a timely fashion, you hire someone who isn’t a trained service professional, so that they have to scramble to figure out what your problem is.

This sort of customer service strategy — which you seem to already be taking to heart — will not actually drive away customers who find it seriously convenient, logistically, to go to you. But it will make people glad they actually bought their car somewhere else.

Why we need public flogging

Because simple fines, or even jail terms, aren’t nearly painful or humiliating enough for the sorts of folks who’d scam the populace with this kind of crap by poking their…

Because simple fines, or even jail terms, aren’t nearly painful or humiliating enough for the sorts of folks who’d scam the populace with this kind of crap by poking their finger into a still-raw national wound.

New York Attorney General Eliot Spitzer obtained a court order Wednesday to temporarily suspend the sale of commemorative Sept. 11 coins advertised as being minted from silver recovered at ground zero. Spitzer said the sale of the silver dollars — emblazoned with the World Trade Center towers on one side and the planned Freedom Tower on the other — is a fraud. He’s investigating whether the silver actually came from the ruins of the twin towers.

Spitzer said the National Collector’s Mint, based in Port Chester, N.Y., falsely claims that the coins engraved with “In God We Trust” are legally authorized silver dollars. Spitzer said the coins, produced by a Wyoming company called SoftSky Inc., are advertised as nearly pure silver when they’re only silver-plated.

TV and print ads for the coins include one fashioned after a news story that reads: “Today, history is being made. For the first time ever, a legally authorized government issue silver dollar has been struck to commemorate the World Trade Center and the new Freedom Tower being erected in its place … Most importantly, each coin has been created using .999 pure silver recovered from ground zero!”

The dollar pieces are being sold for $19.95 each.

Really. Public flogging. I’ll bet it’s a cause that, in this case, the whole nation could rally around.

(via BoingBoing)

Ask Mr. Unsolicited Advice about Telemarketing!

Dear Mr. Unsolicited Advice, I am a telemarketer. How can I make calling you a pleasant experience? For you, that is. — Cold Calling in Carolina If I say that…

Dear Mr. Unsolicited Advice,

I am a telemarketer. How can I make calling you a pleasant experience? For you, that is.

— Cold Calling in Carolina

If I say that we already have something that does what your product does, that we are very happy with it, that we implemented it recently, and that I don’t anticipate reevaluating that decision for several years, and even if we did, it’s not something I’m in charge of

… please don’t then ask if you can send me literature about it.

Thanks. I hate having to be rude or abrupt.

Nonscents

I’m sure this will be a fine opportunity for all our friends to tell us about the fetid odors that infest our house (“Even your best friend won’t tell you”),…

I’m sure this will be a fine opportunity for all our friends to tell us about the fetid odors that infest our house (“Even your best friend won’t tell you”), but I really don’t understand why I’m seeing so many wild and high-tech plug-in air deodorizers (“fresheners”) being advertised on TV these days.

Especially since they don’t actually do anything about odors, but only mask them (or deaden your nose).

Business Relationships

The Do-Not-Call List is a Godsend, which is why telemarketers are doing their dangdest to find ways around it. The newest twist is establishing a business relationship in the fine…

The Do-Not-Call List is a Godsend, which is why telemarketers are doing their dangdest to find ways around it. The newest twist is establishing a business relationship in the fine print when you go to a “free prizes” website:

A reader recently pointed out some interesting language in the privacy policy of a “free sweepstakes” website that a friend of his had been foolish enough to join. By registering with the site, the privacy policy stated that one was agreeing that “such act constitutes an inquiry and/or application for purposes of the Amended Telemarketing Sales Rule, 16 CFR §310 et seq. (the “Rule”). Notwithstanding that your telephone number may be listed on the Federal Trade Commission’s Do-Not-Call List, … (the sweepstakes company) retains the right to contact you via telemarketing in accordance with the Rule.”

There is that loophole, of course, and it makes sense. If you’ve applied for something with a company, or done business with them, they should be able to call you without worrying that the Feds are going to bust their behind.

By slipstreaming that relationship into fine print, though, these “free sweepstakes” and “free prizes” sites are using that loophole to their own advantage.

Remember: there ain’t no such thing as a free lunch. And nobody’s going to let you enter a prize drawing without getting something in return.

Rise and fall …

Fascinating little tale of the Beanie Babies fad. In many ways, in fact, the Beanie Baby mania was the dot-com stock bubble writ small. Both were creatures of a frothy,…

Fascinating little tale of the Beanie Babies fad.

In many ways, in fact, the Beanie Baby mania was the dot-com stock bubble writ small.
Both were creatures of a frothy, peacetime economy with low unemployment and towering consumer confidence. Both were abetted by the advent of online trading and the explosive growth of the Internet. Both gave rise to celebrity oracles who seemed able to decode the mysteries of the market. Both spawned fraud and even episodes of violence. And, finally, both flouted all classical notions of investment value. Until they didn’t.

BBs were still hot when I moved to Denver, and a store at the Tabor Center (where my comic book shop was) would periodically at lunch time have a huge queue of people in front of it, waiting for the doors to open and the New Shipment of Beanie Babies to be on sale.

For me, I have a few, most of which are in Katherine’s custody. Indeed, they are fun little toys, and their value as such is show by the fact that Ty still makes them (though only seeing half the revenue today that they did in ’99).

But getting swept up in a collectible fever and spending huge amounts of money for a children’s artifact in the insane hope that prices will be bid up so high someday that it will put my daughter through college?

Bah. Silly people.

Now, my comic book collection on the other hand …

Customer service

So we’d let the newspaper lapse for a while. We rarely read it, to be honest, except on occasion on the weekends, and actually throwing away the papers is more…

So we’d let the newspaper lapse for a while. We rarely read it, to be honest, except on occasion on the weekends, and actually throwing away the papers is more trouble than it’s worth. But American Furniture Warehouse is doing some sort of deal with the Rocky Mountain News to provide 60-day free subscriptions for people.

Okay. And we occasionally looked at it, and did a lot of throwing away.

So, since we’re out of town for the weekend, I went to put the paper on vacation hold. Don’t want them accumulating on the driveway more than usual. But the nice, shiny web interface for such things (significantly improved over using the touch-tone phone) kept saying there was a pending vacation hold. Huh?

Called the paper, and, after wading through multiple layers of phone menus, finally talked to a rather curt lady.

“That’s a free trial subscription, sir.” The tone implied I was a dolt for not knowing that.

“Yes.”

“When did you want it stopped?”

“Well, tomorrow, and then started again on –“

The temperature of her voice went down ten degrees. “We don’t restart free trial subscriptions.”

Of course, why didn’t I know that? Well, that’s certainly a way to get people to subscribe to your paper, isn’t it? “Okay. Just cancel the whole thing, then.”

“Yes sir, thank you. Good bye.” She was off the line before I could say anything else, and certainly before she could ask me if there was anything else I might want, like a great deal on a paid subscription or something.

Well, now I have another reason to read my news online. Jerk.

Tech support

An amazingly surreal online conversation between a customer and Earthlink’s tech support folks, which, were it me, would have had me banging my own head against the wall until I…

An amazingly surreal online conversation between a customer and Earthlink’s tech support folks, which, were it me, would have had me banging my own head against the wall until I fell into a blissful coma.

Matt: and it says that it was shipped or billed on July 27
Matt: 2nd day air
Matt: it’s Aug 9
Val P: Yes, you are correct.
Matt: well why hasn’t it been shipped, this is getting ridiculous
Val P: But the tracking number for the new modem is not generated. As the shipping method is in 2 day, it should be generated in 2 days.
Matt: so it still hasn’t been shipped?
Val P: I am sorry, it is not yet shipped.
Matt: why?????????
Val P: The request has been sent to the appropriate department to send you the kit. I request you to wait for 2 days.

Kafkaesque doesn’t begin to describe it. The disadvantage of online support chats like this is that the other person can blithely key away without any sort of coherent response. The advantage is that you can keep a log …

Yeah, but do you need them in bulk?

Costco test markets caskets. The folks in the Death Biz aren’t amused. Those involved in arranging funerals were not as enthusiastic about discount retailers moving in on their business. “If…

Costco test markets caskets.

The folks in the Death Biz aren’t amused.

Those involved in arranging funerals were not as enthusiastic about discount retailers moving in on their business.
“If you take the casket out of the equation and the casket is purchased in a retail environment, then that portion of the funeral director’s profit center will disappear and the funeral director must respond to that,” said George Lemke, executive director of the Casket and Funeral Supply Association.
Asked if that meant raising prices, he replied: “That’s entirely possible.”

Yeah, there’s a shock.

Costco’s caskets are “medium weight” and run about $800. Various funeral homes offer caskets between $300 and $8000.

(Memo for the record. Unless it comes with a free granite pyramid with a mourning angel on the top and an eternal flame in front of it, an $8000 casket is not on my wish list for my post-departure period.)

Yeah, I’d call that a “bank error”

Having both a mother and a mother-in-law who have worked as bank tellers (and having managed a cash register myself), I know how hinky banks get about drawers being short….

Having both a mother and a mother-in-law who have worked as bank tellers (and having managed a cash register myself), I know how hinky banks get about drawers being short.

Which makes this particular “bank error” even more bizarre:

A cache of cash found in the Columbus landfill was the result of a bank error, police said.
The money — more than $46,000 — was found on July 23 by a backhoe operator who was digging through mounds of garbage at the Pine Grove Landfill. That was about the same amount of money a Columbus bank official told the local FBI office in July 2002 the bank had misplaced.

And, not surprisingly …

The money was returned to the bank Friday. Officials asked police not to reveal the bank’s name.

I’m sure their depositors would be interested in knowing …

(via Wizbang)

Insourcing

Some good news on outsourcing: Judging by various outfits’ plans, this trickle of reverse offshoring may well turn into a flood. In their attempts to pacify U.S. customers spooked by…

Some good news on outsourcing:

Judging by various outfits’ plans, this trickle of reverse offshoring may well turn into a flood. In their attempts to pacify U.S. customers spooked by offshoring failures and bad publicity, these companies could end up creating more jobs than they take away. A recent study by economic think tank McKinsey Global Institute has found that every dollar a U.S. company spends on outsourcing results in $1.12 to $1.14 in additional work here.
Foreign investment for setting up U.S. subsidiaries and plants doubled, to $82 billion, between 2002 and 2003, according to the Commerce Dept. That means 400,000 new jobs, most of them tech-related, figures the Organization for International Investment, a trade association based in Washington, D.C. Over the same period, outsourcing has taken away about 300,000 U.S. jobs, according to tech consultancy Forrester Research. So, on a net basis, foreign outfits have actually added some 100,000 U.S. jobs.

And there are, evidently, good reasons why companies are doing this, including it being a good sales tactic, client expecations about local presence, security concerns from Sarbanes-Oxley, and simple time zone coordination for global firms.

One hopes the trend will continue.

(via Pejman)

This, too, shall pass

Toys ‘R’ Us, which was itself responsible for “big box driving little mom-n-pop store out of business” stuff in the 80s and 90s, now says it might have to quit…

Toys ‘R’ Us, which was itself responsible for “big box driving little mom-n-pop store out of business” stuff in the 80s and 90s, now says it might have to quit the toy business because of discount price pressure from Wal-Mart.

The $11 billion company, which rose to become the nation’s largest toy retailer by developing a once-successful formula that pushed its rivals out of business, said in a statement that it was determined to split its toy business and its faster-growing baby supplies division, Babies “R” Us, into two companies. It also said it planned “to explore the possible sale of the global toy business.”
[…] During last year’s December holiday season, Wal-Mart, Target and other discounters captured a large share of the $27 billion United States toy business by expanding their selections and slashing prices. Wal-Mart now has about 20 percent of the market, said Chris Byrne, a toy consultant based in Manhattan, and Target has about 18 percent, while Toys “R” Us has dipped to 17.
Ten years ago, Toys “R” Us held 20 percent, followed by Kmart, Sears and Ames, Mr. Byrne said. Wal-Mart and Target were insignificant players.

The whole Babies ‘R’ Us bit may be in danger, too. Wal-Mart is expanding its own babyware section.

All I have to say is that Microsoft better hope that Wal-Mart doesn’t get into the Operating System business …

(via the Beat)