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BLAINESWORLD
#576 10.15.2007 In this issue: 1. Reflections 2. FYI 3. Are you smarter than a pre-schooler? 4. Reviews . . . EASTERN PROMISES, etc. 5. TV alert 6. Neighbors 7. Websites 8. Computer tip 9. And what will Tuesday bring? 10. A quote I like 11. Thought for the day 12. Advance planning department _________________________________________________________ 1. Reflections A. Cynthia, my beautiful bride, and I joined friends for brunch at the Golden Eagle Diner (215.785.6926) in Bristol, PA . . . my chocolate chip pancakes were delicious, as was her chicken salad sandwich . . . portions there are huge, so be prepared to take food home with you. From there, we went to the Bristol Riverside Theatre to see one of my favorite musicals: I DO! I DO! . . . it is a charming story about the life of a couple over a 50-year period of time. There are many great songs, including "Nobody's Perfect," "My Cup Runneth Over" and "What Is A Woman?" . . . Brad Little and Barbara McCulloh, a real-life married couple, starred in the 2-person cast . . . they were superb . . . so was everything else: the musicians (just two of them), scenery, costumes, etc. If you can, catch this winner before it closes on October 21 . . . for more information, please click: http://www.brtstage.org B. We also discovered a new ice cream parlor--at least for us: LJ's Boardwalk (908.231.7474) on South Main Street in Manville . . . we've passed it many times, but finally got to visit . . . there are lots of tasty flavors and toppings, and they don't skimp on portion size . . . our only regret is that the place closes down in late October for the winter. C. My teacher's union recently had its fall get-together at Il Sol (215.968.5880) in Newtown, PA . . . we go there often and, as always, have a blast . . . the food is always excellent, and the drinks are equally fine. I'll have to go back in the near future with Cynthia because the place now has entertainment during the week . . . on Wednesday, there's a piano bar sing; on Thursday, there's a Latin dance night; on Friday, there are Salsa lessons; and on Saturday, Barbara Trent plays and sings the piano (and you can also dance to her music) . . . for more information, please click: http://www.ilsoltuscangrill.com D. KUDOS to Bucks County Community College's Lisa Angelo and the United Way's Jeanmarie Foy . . . they both spoke at a recent meeting of our teacher's union, encouraging us to support the fine work of that organization. KUDOS, also, to the College's Michael Hennessey and Allen Hoey . . . Michael runs an interesting book discussion group that I recently had the privilege of attending . . . it was discussing a book by Allen, CHASING THE DRAGON . . . what made the evening so worthwhile was that Allen was there to participate in the back-and-forth . . . I always find it fascinating to hear authors speak about their work . . . he also read a short portion from his latest book, VOICES BEYOND THE DEAD. ***** BLAINESWORLD BEST AWARD ***** This week, it goes to Michael Bannon (215.348.7442)--the dynamic director for Bucks County's Office of Consumer Protection/Weights and Measures. I've known Michael for several years and have always been impressed with both his enthusiastic manner and ability to get results . . . he even helped me out recently, going above and beyond the normal call of duty to help me with a problem that we had with a resort in Maine. If you recall the story from the summer, Cynthia and I went there for our vacation . . . we had to leave after just one day because Cynthia's mother died, and the place wouldn't give us any sort of refund . . . in fact, they wouldn't even return our letters or calls. Michael got his office involved and within a very short period of time, we received a $600 refund . . . it wasn't the whole amount and the trip still remains our most expensive one night hotel stay of all time ($3,000 minus the $600 = $2,400) . . . however, without Michael's efforts, we'd still probably be waiting for the place to respond. The bottom line: If you live or work in Bucks County and you have a consumer problem or question, please contact the Office of Consumer Protection/Weights and Measures . . . you won't be disappointed. Or you also might want to visit its informative website: http://www.buckscounty.org/government/departments/communityservices/ConsumerProtection/index.aspx In particular, when somebody goes out of the way to provide good service, take the suggestion (at the top) to write a thank you letter . . . if you click on the link, you'll see a sample one. Back to Top _________________________________________________________ 2. FYI A major urban hotel has a program I love. It's called Elevator Ears. That pretty much says it. At this hotel, employees are riding up and down the elevators all day long with customers. In fact, they are encouraged to do so. But these employees are trained not to think of the elevator as a way of getting from floor 2 to floor 12. They are trained to think of it as an opportunity to hear from their guests. It's an amazingly simply way to gather information from a somewhat captured audience. And you hear it all: guests who just registered, a couple from the restaurant, a business-woman from the seminar, a golfer, a swimmer, and maybe even a late sleeper. The fact is, these are the people using the hotel services, and they often have comments. Many times these comments are volunteered without asking. Haven't you taken that moment of reflection in an elevator to say, "Boy, am I ready to get to the room. I thought we'd never get checked in." or "I guess that waitress was having a bad day." Or perhaps you've made a comment on the parking garage or the smell of smoke in the hallways. Employees at this hotel are also trained to initiate a conversation if they do not hear one. Novel idea, isn't it? The employees simply start the conversation with lines like: "How is everyone this morning? I hope you're enjoying your stay at our hotel." And if that doesn't kick it off, the employee may add, "Has anyone tried our restaurant this morning?" or "I see you've been to the health club, how did you find our services there?" Can you just imagine the impression this makes! To make this even better, as part of the Elevator Ears program the hotel has the Glitch Report. The Glitch Report is a daily reporting of the things heard by the hotel employees. These items are categorized for trending of poor (as well as outstanding) service areas, and discussions are held with the appropriate management and department personnel to work on correcting the service deficiencies. And don't think that this is all the hotel does to gather feedback. They also have: * a quick survey card in the rooms and at the checkout desk * a 24-hour hotline for guest service needs * an in-room TV station with a guest questionnaire * and as if that weren't enough, a random selection of guests receive follow-up letters thanking them for their stay and requesting their comments. One of the attributes I like best about the Elevator Ears program is that it's not just for hotels. You can take the same principles of employee training for feedback and apply them to hospitals, retail stores, banks, and even doctors' offices. It's a matter of training employees to listen and to report. Can you think of listening posts for your business? A listening post can be any location where easy dialogue can take place-hallways, waiting rooms, around counters, throughout restaurants, most any public place. SOURCE: EXCEPTIONAL CUSTOMER SERVICE (see also Sections 4C, 10 and 11) by Lisa Ford, David McNair and Billy Perry FYI, part 2 * Terry in New Jersey: My son Ron (a lawyer) was recently featured on FOX AND FRIENDS: Click here: YouTube - Fox and Friends- Google, MoveOn.org, Collins ad suspension * Carol in Pennsylvania: I do not know if you ever recommend companies with which you have not had a direct dealing yourself, but I HAVE to put in a good word for the Saturn of Doylestown service department. They are magnificent! They go out of their way to make my life easier, supplying me with a rental free of charge if the work takes more time than has been scheduled. Their warranty means something: my car is a 2003 model and 89.5% of the work has cost me absolutely nothing, including two tows! On top of all that, the service representatives are very nice people who always take the time to explain everything they did and why they had to do it (not to mention the free soft pretzels, coffee, etc.). I always feel like I am visiting a neighbor when I stop by. * Donna in New Jersey: When I was in the library, I came across a book by Ralph Nader called THE SEVENTEEN TRADITIONS. It was published in 2007, so hence it was in the "New" section. Tiny book packed with interesting topics or as he puts it, "traditions" he learned from his parents and town. Lots of values abound, and he explains how all these traditions form the mind and character we become. Short read at 150 pages , which includes the introduction and afterword. You may find it interesting as well. * Arlene in Pittsburgh: I can't argue these statistics [about spending under Bush] because I'm unfamiliar with the Cato Institute--where and how it got its figures. You call this " FYI, " yet you're quoting and not necessarily stating facts. That being said, I wasn't aware that President Bush spends all the money. I thought that was up to Congress with various committees presiding over who gets what money. The department of education puts forth proposed budget and then the ways and means committee must determine how much is to be spent and how it’s to be spent. The department of defense puts forth a budget and then the armed services committee debates and discusses that. And so on and so forth. It’s easy to blame Bush on everything in the world. But in the end, he’s just the head of one of three branches of the federal government. In my opinion, the congress (the house and senate) wield just as much (if not more) power. The author you quote forgot to mention that Clinton sold secrets to the Red Chinese and how he let Osma go when he had him in his hand . Sure this guy would deny all these documented facts when put them in from of him . Certainly wouldn't tell your readers it's for their information. * Kaye in Pennsylvania: I forgot to thank you (my mother "may she rest in peace" would paddle me but good . . . she raised us with good manners) for trying to find a typist for my husband. He got two leads and will call them shortly. You are great to help my husband Did you ever check out my sister's website: http://ww.petsetcetera.com I think you told me you weren't a cat person, but check it out anyway (in your free time--just kidding). MY TWO CENTS: What Kaye wrote might have been true in the past; i.e., that I wasn't a cat person . . . but no longer, especially since living with Cynthia and her three cats . . . make that, our three cats! * Jack in Pennsylvania (with a follow-up to his request for help in his upcoming Light the Night Walk, mentioned in last week's issue): You may be sitting there a while, wondering if you're a better. Jack says that he is agile, mobile and versatile, but you know that he's a fretter. Can he walk at least a mile, it could as well be five. And then you begin to smile because he may be talking jive. And since he is so meek and mild, make a donation for this white haired child. But, seriously, thank you for donating to keep alive the memory of all that have battled this disease and the hope for those still actively fighting. If you'd still like to contribute, by the way, you can do so by clicking: http://www.active.com/donate/ltnPhilad/2089_PayrollJack * Donna in New Jersey: THE AMERICAN PRESIDENT is one of my favorite movies! I watch it at least once a year. Back to Top _________________________________________________________ 3. Are you smarter than a pre-schooler? I already knew I was dumber than the fifth graders, but now it's the pre-schoolers turn! To see how you fare, here's a pre-school test for you" Which way is the bus below traveling . . . to the left or to the right?  Can't make up your mind? Look carefully at the picture again.
Still don't know? Pre-schoolers all over the United States were shown this picture and asked the same question. 90% of the pre-schooler's gave this answer: "The bus is traveling to the left." They were then asked, "Why do you think the bus is traveling to the left?" They answered: "Because you can't see the door to get on the bus." How do you feel now? I know. Me, too!  _________________________________________________________
http://www.yourtechonline.com
http://www.plumchoice.com The former charges $79 an hour, while the latter charges $90 an hour. There's still another service that charges $39 to $99, depending on the nature of the problem: https://www.support.com/
Many of these companies offer services ranging from tune-ups to virus and spyware removal . . . and though not all are yet equipped to handle Apple software, some even offer support for iPods and other MP3 players, as well as printers and digital cameras. Back to Top _________________________________________________________ 9. And what will Tuesday bring? My friend is a minister, and one Sunday I decided to attend his worship service. At the end of the sermon, he said, “There will be a short deacon’s meeting following today’s service.” Then came a sly smile as he added, “And the tall deacons will meet on Monday.” Back to Top _________________________________________________________ 10. A quote I like Another great idea is to set aside 10 to 15 minutes of every team meeting to learn something new. Maybe someone has a novel idea on how to handle a particular type of customer. Maybe someone has read an interesting article on some aspect of service that is worthy of sharing with the group. SOURCE: EXCEPTIONAL CUSTOMER SERVICE (see also Sections 2, 4C and 11) by Lisa Ford, David McNair and Billy Perry Back to Top _________________________________________________________ 11. Thought for the day When I REALLY like a book, I cite it four separate times in BLAINESWORLD . . . such was the case with EXCEPTIONAL CUSTOMER SERVICE (see also Sections 2, 4C and 10) by Lisa Ford, David McNair and Billy Perry--the source for the following passage: I heard a counselor speak recently to a group of employees, and he talked about his years as a marriage counselor. One of the first things he would ask his couples is, "So how does your marriage work? Give it to me in percentages. Is it 75/25, 50/50? Each of you write it down and don't confer. Just be honest." Invariably people would come back with some split that gave him a good indication of his work ahead. In all of his years he never once had an individual give him what he professed to be the right answer. The right answer (or the goal to strive for anyway) is 100/100. You see if each individual in a marriage would treat all situations as if he or she were 100 percent responsible, then most of your time would be spent thanking the other for taking care of things that you really felt you should have done. What a concept! Just imagine: "Those aren't my dishes in the sink, but I'll clean them up anyway." The lawn is getting a little shaggy, I better mow it." "The dog needs a bath, come on Fido!" The key here is both partners are giving 100 percent. What if one partner starts this concept and the other continues to loaf? Don't you think after a while a little resentment would build? "OK, I've been doing this 100 percent junk for three weeks now, and I don't see you chipping in. In fact, I think you see it as a little bit of a free ride." Simply put, that's not 100 percent ownership, that's keeping score. And keeping score is one of the most destructive tactics one can apply. To truly embrace 100 percent, you adopt it with no questions asked, no scorecard kept, no trial period established. You see it's a way of life. It's deciding that you can control the situation before you, and you are the one to make it right. Is this simplistic? Yes. You can come up with thousands of "yeh, but's." Can you do everything? No. Can you be taken advantage of? Yes. More importantly, however, does this philosophy provide for better outcomes and a happier existence than blaming others? Yes, yes, yes! Now take this 100 percent ownership philosophy into your work experience and, most specifically, the customer care context. Pretend you are a bank teller again. A customer just walked in and said her ATM card was eaten in the machine. You could: A. Tell her that she needs to fill out a new application and mail it into the customer care center three states away; B. Tell her to go to the other side of the bank and wait for the next available personal banker; C. Tell her she probably will save some money by not having an ATM card anyway; or D. After showing appropriate empathy for her loss, pick up the phone, or complete the application on her behalf. You also let her know not only when to expect a new ATM card, but what options she has in the interim. Back to Top _________________________________________________________ 12. Advance planning department A. Cyndy in Pennsylvania: READINGS WITH GRANDMOTHER PATHWEAVER, a Cherokee Métis Teacher and internationally known psychic and lecturer. She is also the founder and head Council member of the Buffalo Trace Society. Grandmother is back on the East Coast, and we found the gift of two days in her schedule--October 16 and October 17. She has helped thousands to strengthen themselves and their direction through a variety of readings that she offers, most notably the Medicine Wheel Readings. Donations are $40.00 for ½ hour and $75.00 for an hour. For more information, call Cyndy "Snake Dancer" In Landenberg, PA: 610.274.3109; email: Snakdancr@aol.com. B. I'll be showing THANK YOU FOR NOT SMOKING to my Marketing students next Tuesday, October 23, at 6:30 p.m. in Penn 410 . . . it's a very provocative film, quite funny in spots too . . . you're welcome to join us AT NO CHARGE; plus, FREE popcorn will be served . . . just email me to let me know you're coming in case there's any last-minute change in plans. C. Cynthia in New Jersey (see also Section 1A): JourneyDance/Move Your Body is a transformative, freeing movement experience. Using inspiring music from around the world, you are softly led into easy-to-follow movements. At times, you follow, you move intuitively on your own or you may choose to lead only if you are comfortable. You honor yourself and what you need in the moment. Please feel free to join me at the following session: Day for All Women Bucks County Community College Newtown, PA November 3 1:05-2:35 p.m. In addition, there are many other excellent sessions . . . for more information and/or to register, please click: http://www.bucks.edu/dfaw/
D. Lou in Pennsylvania: I’m working on FOLLIES by Steven Sondheim. It’s a wonderful and complex show, both at the musical and dramatic levels. The story is set in an old burlesque theater, once a plush, vibrant venue for lavish shows called Follies. The theater is scheduled to be torn down and made into a parking lot, and the owner decides to host a farewell party for all of the “old” performers for whom it represented an important part of their youth. Some of them now married, and all weathered by time, attend to take one last sip from the cup of their youth. Contrasting the return of these old performers are the ghosts of their youth, who also appear on stage, providing glimpses into their personalities and relationships decades ago. A poignant and penetrating script, and a score as complex as the interpersonal themes . . . past and present. A worthwhile theater experience. The show runs November 16, 17, 18, 23, 24, and 25 at Mercer County Community College's Kelsey Theatre. Fridays and Saturdays at 8:00 p.m. and Sundays at 2:00 at 2 p.m. For more information, please click: http://www.kelseytheatre.net Back to Top _________________________________________________________ PS. Please join me in praying that we soon get our remaining soldiers back from Iraq and that peace resumes in Israel . . . also, make it a great week! ---------------------------------------------------------- SUBSCRIBE/UNSUBCRIBE INFORMATION If you or somebody you know wants to subscribe to BLAINESWORLD, have them drop me an e-mail to that effect . . . new readers are always welcome . . . my address is: bginbc@aol.com In the unlikely event you wish to unsubscribe, notify me at the same email address.
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