Six Facts About Manufacturing Jobs

22 Monday May 2017

Posted by Paul Kiser in About Reno, Aging, Business, College, Customer Relations, Customer Service, Education, Employee Retention, Ethics, Generational, Government, Government Regulation, Higher Education, History, Management Practices, Politics, Public Image, Public Relations, Taxes, Universities, US History

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Donald Trump, Employment, jobs, Manufacturing jobs, Sierra Nevada Corp., Trump, Trump supporters, unskilled workers

Manufacturing jobs do not just appear or disappear, and the government is not the bad guy.

It is sad to hear Trump supporters to be interviewed about anything, but when they start talking about the lack of manufacturing jobs is when they really start looking like adults in diapers. They act like the government is supposed to force private manufacturers to build a factory and make something so that Joe Blow, with a high school degree, in Small Town USA can drive two miles to the local factory and earn $150,000.

Here are the facts:

1. Manufacturing jobs go overseas because consumers in the USA want to pay less for goods, and labor is cheaper in many places outside the United States, which makes the cost of manufacturing less, which makes the price of the product less.

2. USA, state, and local taxes have almost no impact on good manufacturing jobs. For example, the Sierra Nevada Corporation (a private version of early 1960’s NASA…before we had a successful launch) has its headquarters in Nevada, but all of their non-executive jobs are in Colorado. Colorado has higher taxes than Nevada, but Colorado also has a better, more skilled, higher educated workforce. Nevada is the headquarters only so the executives don’t have to pay taxes, but the jobs are in Colorado. If the issue was about taxes, the jobs would be in Nevada, not Colorado.

Job fairy or much ado about nothing?

3. There is no manufacturing jobs fairy. Manufacturing jobs REQUIRE someone who wants to buy the product. The NEED for a manufacturing job is determined by the consumer. You don’t build a factory, then hang out a sign saying you’re open for business. Manufacturing jobs are “secondary jobs” meaning that before a manufacturing job is created, a product that people want to buy must exist.

4. Most unskilled manufacturing jobs don’t pay well regardless of where the factory is located. CONSERVATION OF COMPENSATION: If anyone can do the work, the jobs go to the people who are willing to be paid the least amount of money. Whether the job is in the United States, or elsewhere, pay is driven by the supply of workers who can do the job.

5. Small towns rarely attract high paying manufacturing jobs. While some factories have moved to rural locations to reduce labor costs, it is rare, and factories still need enough potential workers to avoid a labor shortage, which would increase labor costs.

6. Good business REQUIRES government regulation. Government regulations protect the employee and the consumer. Many countries don’t have rules of against abuse of workers and don’t require manufacturers to abide ethical business practices, and result is always unethical business practices. Remember the Samsung Galaxy Note 7?

PR Fail: What United Airlines Should Have Done

28 Tuesday Mar 2017

Posted by Paul Kiser in Aging, Branding, Business, Communication, Crisis Management, Customer Relations, Customer Service, Employee Retention, Ethics, Generational, Honor, Human Resources, Internet, Management Practices, parenting, Politics, Pride, Public Image, Public Relations, Respect, Social Interactive Media (SIM), Social Media Relations, Travel, Women

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buddy pass, buddy passes, children, dress code, fashion, gate agent, girls, HR, leggings, non-rev, non-revenue, policies, tickets, UAL, United Airlines

United PR: At least we don’t shove the children out at 35,000 feet!

Sunday morning United Airlines once again proved that they have some of the worst public relations people in the business, which is likely a reflection of their top management.

The Situation
Two young girls, ages estimated to be around ten to eleven years old, were prevented boarding a United Airlines flight from Denver to Minneapolis with their family. These were children, not adults, nor young adults. According to United Airlines, they were flying on what is known in the industry as a “Buddy Pass,” which is a relatively free (taxes have to be paid) ticket that is one of the benefits of airline employees.

The girls were wearing leggings, which again, according to United Airlines, is in violation of the dress code of people flying on a Buddy Pass. The gate agent apparently approached the family and told them the girls could not board the plane wearing leggings.

It is important to note that two of the girls did not have any other clothing options at the gate, and the family apparently checked bags with the girl’s clothing in them at the main ticketing, where a United representative had to weigh the bags, check the tickets, and confirm the identifications of each of the passengers. Despite this close contact with the passengers, the ticket agent did NOT prevent the children, nor the rest of the family from heading to the gate.

The gate agent that confronted the family was involved in a “tense” discussion of the dress code issue in front of other passengers. At one point the gate agent bragged, “I don’t make the rules, I just enforce them.”

This became a major public relations issue because passengers in the area were witness to the scene and a passenger from another gate investigated the situation and reported it on Twitter. The gate agent’s handling of the situation was overt enough to cause another family, not involved in the incident, to have their daughter put on a dress over her leggings.

United later reported that the girls later changed and boarded another flight.

What United Should Have Done
It boggles the mind as to the many public relation fails occurred by United staff, but here is what the public relations people should have said and done:

On Sunday, March 26, a family was boarding one of our flights on a special ticket that includes a dress code requirement for the passenger. One of our gate agents determined that the children were not dressed according to that policy, and the family was not allowed to board the flight.

While the gate agent technically followed our policy, we regret that this situation became a public scene. We also regret that our staff did not remind the family of that policy when they checked their bags at the main ticket counter, when the children would have been able to obtain appropriate clothing before their bags were checked.

Our policy is meant to encourage a professional appearance of those passengers who are flying as a benefit of being employed, or being a family member of one of our employees. When this involves children, we attempt to be sensitive to the difference in the typical appropriate dress for their age.

We regret to the manner in how this situation was handled and apologize to the family involved and to the passengers who were witness to this situation at the gate. We are reviewing our policies and how those policies are enforced.

The United Blood Bath
Rather than apologizing, United decided that it would work to sway public opinion against the traveling family and humiliate them further. Their announcement in response to the situation put all the blame on the children and their family and implied that the gate agent who created the scene was the hero.

It is a Trump-like strategy that is based on never admitting failure, even when the failure is obvious. It did produce a wave of approval by people who enjoy watching someone being crushed by a more powerful and insensitive force.

However, this type of strategy builds mistrust of an organization and clearly demonstrates United’s lack of empathy for its passengers, paying or not. It also demonstrates the lack of humanity by a corporation that doesn’t understand the deferred cost of bad public relations, and proves that United doesn’t know the quality of mercy.

Pokémon NO GO December Events

24 Saturday Dec 2016

Posted by Paul Kiser in About Reno, Business, Communication, Customer Relations, Customer Service, exercise, Generational, Health, Honor, Information Technology, Internet, parenting, Pride, Public Image, Public Relations, Recreation, Technology, Travel

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Apps, Game, Games, Niantic, Pokémon, PokéStops, Pokemon GO, The Pokémon Company International

The Pokéstop locator screen reinforces the blandness of the game with no interesting creatures for kilometers

Pokémon GO has announced its Christmas/New Years events and players were served coal in their stockings. It’s clear the people at Niantic are out to teach their customers about having expectations, and they want to end any hope for trainers that the game will become reenergized.

The stunning game of the Summer of 2016 has been replaced by an anemic and expensive app that rapidly drains the phone battery, insults players, and rewards loyalty with false hopes. Those loyal players have kept a belief that Niantic was committed to keeping the game interesting, and that by the end of the year there would be scores of new characters in the field to seek and capture.

Instead, we discovered that the naysayers who pitied us for playing a game that they felt was a waste of time, were correct. The Pokémon GO game has become Pong.

Niantic’s cruel trick of December 12 was doubled down with the anti-event for the end of the year. Not only did Niantic fail to add new characters in the field…AGAIN, they took away the double point bonus of the Halloween and Thanksgiving events.

I’m embarrassed by my support for Pokémon GO. I thought Niantic was a company who appreciated their customers, and were keenly aware of what had to happen to keep their loyal players and bring back their old ones, but I was completely wrong. I apologize to former players who I mislead. Niantic is not going to reenergize the game, and it is a waste of time.

New Raley’s Unshopping Program Makes Customer a VIP

23 Friday Dec 2016

Posted by Paul Kiser in About Reno, Branding, Business, Communication, Customer Relations, Customer Service, Green, Information Technology, Internet, Management Practices, Pride, Public Image, Public Relations

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ecart, groceries, grocery shoping, Nevada, online grocery shopping, online shopping, Raley's, Reno, VIP

(NOTE: Raley’s, nor did any of its employees, or agents request, approve, or in any way influence this article.)

My Raley’s Store on Keystone in Reno, NV, USA

It’s not fair, is it? When I go grocery shopping, I park in a special parking space at Raley’s, make a call, my groceries are brought out, I pay, and I’m gone. Grocery shopping done, drop the mic. No finding a cart, wandering around the store, racing for the shortest checkout line, loading up the groceries. I park, I call, I pay, I’m done.

It should be called Raley’s VIP program, but they call it Raley’s ecart program. Raley’s has been developing this program for years, but they are in the process of installing the ecart program in the Nevada stores.

I ordered my groceries, by brand name, online at the Raley’s ecart website, I set a time to pick it up the next day, and then I showed up at my appointed time, parked in the ecart parking spot, and called the phone number on the ecart sign. After that, they did the rest.

No Cart, No Wandering
Grocery shopping counts as exercise, but not the most efficient use of a person’s time or body. Normal grocery shopping creates a set of customer responsibilities from the moment of arrival; however, with this program, all those responsibilities, (e.g., selecting a shopping cart, determining a route, or deciding to wander, looking for the best checkout line, taking the groceries to the car, and loading them up,) are taken over by the store, or are unnecessary.

Saves Time
Grocery shopping is not an activity that most people seek out, but it is a necessary chore in a citizen’s life. A 2008 study concluded that people spend an average of 41 minutes shopping in the grocery store. Many people would choose to have that 41 minutes to spend doing something else. The Raley’s ecart program is a gift of time and energy to the customer.

Perfect For College Students
My Raley’s store is the closest grocery store to the University of Nevada and I cannot imagine how hard it would be to organize four to six roommates to create a shopping list, then go to the store and shop, especially if they are college students with little time to shop. Raley’s ecart allows each person to do their shopping on one online list, and then only one person has to go to pick it up.

Saves Money
Raley’s ecart flags items on sale, so when I create my online list, I see which items that I can save money, and/or choose the number of the item needed to meet the requirements of the sale price (e.g., five for $5.00)

Safer
It doesn’t happen often, but I have, at times, been approached in various parking lots by someone asking for spare change. This action is dangerous because it could be a person who is needy, or it could be a person who is sizing me up in order to rob me or steal my car. By starting a conversation, a criminal can approach the person without causing them to be alarmed enough to yell or scream.

While it is not a benefit that people would realize, Raley’s ecart makes it safer for me to grocery shop, because I never have to leave my car.

More Personal
It assumed that any transaction on the Internet is less personal; however, my experience with Raley’s ecart was the opposite. The Store Manager was the person to deliver my ecart order to the car. I have lived in this neighborhood for over 21 years and I don’t think I had ever met any of the store managers before that day.

In addition, the Store Manager called me about two items on my list that were out of stock. Normally, I would have wandered the store for several minutes looking for the item, then given up and checked out. In this case, he was able to replace the item with an acceptable substitute and it added little, if any time to my shopping.

I still go in the store for minor trips, but I like unshopping, and I like being a VIP when I shop for groceries.

Pokémon GO: December 12th Coulda, Woulda, Shoulda

13 Tuesday Dec 2016

Posted by Paul Kiser in Branding, Customer Relations, Customer Service, exercise, Generational, Health, Information Technology, Internet, Management Practices, Public Image, Public Relations, Recreation, Respect, Social Media Relations

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Apps, characters, fails, Niantic, Pokémon, Pokemon GO, smartphones, The Pokémon Company International, TPCi

If you can’t say anything nice, don’t say anything at all.

That is sage advice that I almost never take.

12 December 2016, could have been a big day in Pokémon GO lore. It was the day that Niantic would recapture the interest of millions of trainers who have lost that loving feeling for the game. It was the day that Niantic, in a stroke of brilliance, would tease, and then deliver on infusing life back into the game.

December 12, 2016: Disappointment Day

Let’s back up for the muggles. The alpha and omega of Pokémon GO is capturing virtual characters in the wild on a player’s smartphone. There are currently 149 characters of which, some are common as dirt, others uncommon, others rare, and a few that are almost nonexistent. There are other aspects of the game, but those are secondary to capturing ‘wild’ Pokémon GO characters.

Since its launch in July, millions of people have played the game and moved through multiple levels of the game; however, the game has lost the attention of many players (or trainers) because they have caught most of the available 149 Pokémon Go characters. When someone has reached Level 25, they have seen and captured almost all the ones that they can realistically find. By Level 25, a trainer is mostly seeing the five to ten ‘common-as-dirt’ characters, and that makes the game boring.

Rumors have been flying for a couple of months now that Niantic has been aware of the issue and was preparing to introduce the “2nd Generation” or 2nd Gen of characters, that would add about 100 new Poké creatures. Last week, Niantic updated the sound files on everyone’s smartphone app, adding 100 new files, leading to speculation that the addition of the 2nd Gen characters was imminent. Then, Niantic said that on 12 December they would make a major announcement about adding new characters. The stage was set and anticipation was building.

What happened? They apparently added eight baby characters, and gave Pikachu a Santa hat. Oh, and the new characters can’t be caught in the wild. A trainer has to take their phone for a walk of up to ten (10) kilometers to hatch an egg that may or may not have a new character inside.

Do you hear that sound? It is the deafening sound of millions of former trainers shrugging their shoulders, shaking their heads and walking away.

So what positive things can I say about Niantic’s big 12 December announcement?

(This section intentionally left blank.)

Pokémon GO Partners With Starbucks

08 Thursday Dec 2016

Posted by Paul Kiser in Branding, Business, Communication, Customer Relations, Customer Service, exercise, Green, Information Technology, Internet, Public Image, Public Relations, Relationships, Social Interactive Media (SIM), Social Media Relations, Technology, The Tipping Point

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Apps, Games, Gyms, phone apps, Pokémon, PokéStops, Pokemon GO, smartphones, Starbucks

It’s official!

It’s no longer rumor. Pokémon GO is now a partner with Starbucks, and it is the perfect match.

At shortly after noon today (8 December 2016,) Mountain Standard Time, Niantic (the developer/partner of the Pokémon GO app for The Pokémon Company International aka: TPCi) turned on over 7,500 new PokéStops and Pokémon Gyms at Starbucks locations around the United States. Starbucks also began serving Pokémon GO frappuccinos to complete the partnership.

During its July launch, Pokémon GO placed PokéStops and Gym in retail centers and malls, creating a windfall of potential customers; however, businesses were not active partners with Pokémon (TCPi.) This week’s launch of business partnerships with Starbucks and Sprint (launched yesterday) signals a new era in cross-pollination of business interests with increased customer traffic created by the Pokémon GO game.

Rumors suggest that Pokémon GO is not finished in December surprises. The most anticipated update is the addition of the second generation of Pokémon GO characters. Trainers (players) are running out of new characters to capture, so a holiday event that includes expansion of the character field would be vital to keeping trainer interest.

Stay tuned!

The Joy of No

01 Tuesday Dec 2015

Posted by Paul Kiser in Aging, Business, Club Leadership, College, Communication, Consulting, Crisis Management, Customer Relations, Customer Service, Education, Employee Retention, Ethics, Generational, Government, Higher Education, Honor, Human Resources, Lessons of Life, Management Practices, Membership Recruitment, Membership Retention, Passionate People, Politics, Pride, Public Image, Public Relations, Re-Imagine!, Relationships, Respect, Rotary, Social Interactive Media (SIM), Social Media Relations, The Tipping Point, Tom Peters, Universities

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bosses, committees, dictators, Human Interaction, meetings, No, organizations, Social Interaction, workplace

No is a perfectly acceptable answer….providing,

The idea or suggestion lacked thought or had no basis in fact. (e.g.; Would Donald Trump be a good President?)
The idea or suggestion has obvious flaws. (e.g.; Should we let a gun be in a room with a bunch of 2nd grade children?)
Is a matter of personal opinion or seeks personal approval. (e.g.; Would you go out with me?)

But when an idea or suggestion doesn’t fall under any of these categories, the “no” answer becomes a potential weapon of personal destruction for the person saying it, and a beautiful opportunity for the person on the receiving end.

Being the youngest of four boys, my brothers and parents became accustomed to telling me ‘no.’ I was constantly asking questions and making suggestions, and the ‘yes’ answer was likely to encourage me. In those situations where I actually had a good idea, it was enough that as the youngest member of the family, a ‘no’ answer was valid.

As an adult, I never had any expectations that my ideas and suggestions would be better received, so hearing ‘no’ was an irritation, but I accepted it as part of life.

However, I as grew older I noticed that some people seemed to enjoy telling other people ‘no.’ Often these people were in leadership positions and their tactic was to dominate and/or intimidate others. In some cases people would act as a dictator within the organization, silencing the ideas and opinions of others with a type of ‘no’ answer that implied dire consequences if the person didn’t drop the subject, or the idea was treated so lightly as if the person was unintelligent for making the suggestion. For years I thought that part of being a good manager was to have the privilege and responsibility to tell others, “NO!”

Then several years ago I joined a service club and became very involved in the organization. I served on several Boards and committees. I discovered that I could manipulate some people because I always knew their response to whatever I suggested would be, ‘no.’

It was then I realized that when someone says ‘no,’ it is a gift. The “No-ee” has done all they are required by making the suggestion or asking the question. The “No-er” has put their reputation and respectability on the line. The ‘no’ answer gives them all the responsibility, and, as a situation plays out, their failure to consider someone else’s idea or suggestion may be the fatal decision that brings them down.

I still find enjoyment of sometimes asking a perfectly legitimate question of someone I know will give me a ‘no’ answer. It is even more interesting to do this when I have more information about the issue or situation than they do and they can’t help but give me an answer that will eventually haunt them.

Still, I have learned that organizations and relationships with ‘no’ people are typically doomed. There’s a time to experience the joy of ‘no,’ and then there are times it’s best to walk away and shake the dust off your sandals.

The Quality of Respect

04 Wednesday Nov 2015

Posted by Paul Kiser in Customer Relations, Customer Service, Employee Retention, Ethics, Human Resources, Lessons of Life, Management Practices, Membership Retention, Politics, Public Relations, Relationships, Respect

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Depth of Relationships, Friendship, Human Interaction, listening, negative relationships, positive relationships

Respect determines the quality of relationships

I have had a few instances of being told I was right. These typically come years after the fact when the acknowledgement is almost meaningless regarding the original idea, issue, or choice. The irony is that the issue discussed years ago is irrelevant, but how the person responded to my idea or concern established the quality of our relationship.

Years of interactions with people through work, social, and personal experiences has taught me that relationships are defined by the quality of respect the two people have for each other. Communication is about sharing information and being correct or not about an issue is secondary to the quality of the relationship. We are not taught that in school, but it is something learned as patterns develop with the people in our social circles.

The way a person responds to our ideas and concerns defines the quality of respect they have for who we are as a person, and that defines the relationship.

Dismissive Response
A dismissive response is the lowest form of respect to a person. Adults often are dismissive of children, and that is a valid description of the relationship between two adults when one is dismissive or condescending to another person. The classic, “Let’s just agree to disagree” is a great example of a dismissive response. If this is happening in a work relationship it means that your value to that person is nonexistent and that you should be seeking a different work environment.

In a personal relationship it means that you are a pet or child to the person and you should take action to get them out of your life. Once a person treats you as an inferior, others will model that and everyone around you will devalue your relationship with them.

Deflective Response
The next lowest form of respect is when someone is deflective or derogatory to you when you express concern about an issue. This behavior can be recognized by responses that begin with or include the following:

“You’ve always disliked. ..” or “You don’t know for sure that…” or “Here you go again…”

The point here is that the person is not responding to your concern, just devaluing you and anything you have to say. It is a close cousin to a dismissive response, but the person feels a need to answer your concern, even though the answer is actually an insult to your intelligence.

Illogical Response
Another close relative of the Dismissive Response is the Illogical Response. It is the type of response that has the appearance of a discussion of two people who mutually respect each other; however, the response is often a desperate attempt to suggest Point A is negated by Point B, but in reality Point A has nothing to do with Point B.

An example of this is if Ryan is saying that a school’s quality is on the decline because some of the best teachers in a school are leaving and Barbara counters by saying the school has a great reputation for the quality of education. Barbara’s argument is based on past performance, but Evan’s argument is talking about current and future performance.

Respectful Discussion
The hallmark of any valid discussion is the respect the people involved have for each other. When both people respect each other every attempt will be made to reach a reasonable solution because the relationship is more important than the argument.

Finally, when someone comes back to you years after a discussion and tells you that you were correct, it really is about admitting the lack of respect they had for you, and they are attempting to recognize their error. Never assume that they have found a new respect for you because respect is not a quality that returns once it has been lost.

A Failure of Communication

06 Tuesday Oct 2015

Posted by Paul Kiser in About Reno, Branding, Business, Communication, Crisis Management, Customer Relations, Customer Service, Education, Generational, Government, Higher Education, Information Technology, Internet, Management Practices, parenting, Print Media, Public Image, Public Relations, Social Interactive Media (SIM), Social Media Relations, Technology, Traditional Media, Universities, Website, Women

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CAS, charter schools, Communication, Coral Academy of Science, Education, elementary, emal, Facebook, Gulen movement, Gulen Schools, high school, Iman, Instagram, K-12, middle school, Nevada, Reno, Teaching

“What we got here is a failure to communicate“
Prison Warden in Cool Hand Luke

Organizations should use extreme caution in employing anyone over forty-five for handling public image and public relations. I fall into that bracket and I’ve been studying social media since 2007, but I only know enough to understand that most ‘professionals’ of the traditional media don’t have a clue when it comes to communicating information to people in this century.

Traditional media professionals reminisce about the glory days when the game was to be on good terms with the editor of the local newspapers, have drinks with the news directors of the local television stations, and talk shop with the other local public relations (PR) directors at the bigger companies. Those were the days when a phone call could land a big story for the local news that would launch a new product or service. Top management would pat the PR guy on the back (or on the butt if the person was female) and tell him or her what a great job they did.

Those days are over.

The Internet, Facebook, customer reviews, Twitter, Yelp, and a thousand other media channels severely wounded traditional media and the old ways are never coming back. Yet, talk to an old PR person and say that nothing has really changed. It’s all about who you know. Old PR people don’t have a clue at how silly they sound.

I was at a school board meeting for a public charter school last week where a self-professed ‘expert’ in public relations announced that she was at a conference and learned that people no longer used websites to obtain information. She said that parents of school-age children only paid attention to Facebook and Instagram.

Actual “Principal’s message” from current school website….written at least three years ago

It should be noted, and that the school’s website is one of the worst on the Internet, and that the school is known for its severe deficiency in communicating information to parents.

Public Communication 2015
As part of the out-of-touch generation, take my advice with a grain of sodium chloride, or whatever water retaining additive you choose, but here is what I have learned in the past eight years.

It is true that many people from different generations tend to engage in social media at varying levels; however, there is no one single media that can reach everyone regardless of their generation. Education level, social economic status, and language all play a role in where people gather information. To declare that there are one or two media sources that parents of school-age children rely on is arrogant at best, and more likely, ignorant.

Any organization’s strategy has to be to use every possible form of media delivery to reach the stakeholders. In the case of a school, information has to be delivered through student folders, phone call announcements, in-school announcements, school website, parent emails, mail, Public Service Announcements (PSA,) school’s Facebook page, etc. Information must also be repeated in order to reach people when they’re listening. A single Facebook post is like going to a street corner at 6:00 AM and yelling out information and then assuming that everyone who passes by that street corner that day will hear the message.

But just sending out the same message through all the channels is ineffective. Social media channels are best used as a ‘reminder’ or ‘alert’ forum with a link back to one source (e.g.; the school website.) Long posts on Facebook make the information less likely to be read both now and in the future. Short posts with a link to more information for those interested is the most efficient method of delivery.

The website is NOT dead. In fact, it is more vital than ever. A charter school’s website is an information source for those considering enrolling their children, a primary source for parents for detailed information, and it establishes the public image for the school. A Facebook page is vital, and if you have a brilliant administration, Twitter can be the inside source for parents who want to know the inside scoop of what is happening now, but the school website will always be the 24/7/365 place for vital information.

It will take a decade or more to weed out the old PR professionals who live in the past; however, it doesn’t take a sixteen-year-old to know when someone doesn’t understand how to communicate in this century. If the stakeholders say they are not being adequately informed, it’s obvious the organization has a problem.

Death By Incentive Program

04 Monday May 2015

Posted by Paul Kiser in Business, Customer Relations, Customer Service, Education, Employee Retention, Ethics, Honor, Human Resources, Management Practices, parenting, Public Image, Public Relations, Re-Imagine!, Relationships, Respect

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evaluation, incentive programs, office, Pay for Performance, reward, school

Incentive programs are the tip of the sword in organizational suicide. They are often designed by people who believe that there is a single cause leading to a positive effect in achievement. The reality is that life isn’t that simple. Here are three examples of incentive program fails:

EXAMPLE 1 – Retaining Major Customers
ISSUE: A business owner loses a major customer and believes that it was because his employees weren’t responsive enough to the major customer’s needs.

INCENTIVE: The owner creates and incentive program that rewards employees for being more attentive to major customers. (Potential measures: Major customer satisfaction surveys, increase in revenue from major customers, response time data.)

EFFECT: Some employees learn how to gain the favor of the major customer through unethical tactics: i.e. kickbacks, access to inside information about the major customer’s competition, sacrificing minor customers in order to be more attentive to major customers, giving more product or service to the major customers and charging it to minor customers, etc.

RESULT: The owner finds out that some unethical employees look like superstars to the major customers, while ethical employees seem to be failures. Minor customers, a primary source of new revenue, leave for competitors leaving the company with a few major customers that demand special treatment.

EXAMPLE 2 – Improving Student Performance
ISSUE: Recognizing and reinforcing good student behavior and educational achievement.

INCENTIVE: Teachers are given special reward tokens to give to students who display good behavior, or who perform exceptionally on class or homework assignments. Students with the most tokens are given a special reward at the end of the school year.

EFFECT: Some teachers give out tokens liberally and gain favor with the students. Some teachers attempt to ethically administer the program, but find that they are not consistent in giving out tokens to the students for similar positive events. Some teachers do not buy into the incentive program and rarely give out tokens.

RESULT: High performing students discover that their behavior and achievements is subject to different evaluators who create an reward system that is not objective. Students who are recognized feel superior to other students, and other high performing students become angry, frustrated, and discouraged.

EXAMPLE 3 – Improving Productivity
ISSUE: Motivate management to improve to eliminate wasted time and resources.

INCENTIVE: Financial bonuses for top managers who have higher output per employee and/or expenses, OR have lower cost per dollar of revenue.

EFFECT: Managers discover that by making salaried employees work longer hours and not replacing old equipment as needed, they can look more productive. Employees may not like working with broken or outdated equipment, or be required to work longer hours, but that is not what is measured, so it is irrelevant to the manager.

RESULT: Other indicators (high turnover, loss of customers, etc.) might indicate a failure of the manager in performing his or her duty; however, because the incentive is to improve productivity, those factors are ignored. The manager looks like a superstar and yet the division or department has severe morale issues and is a business failure.

Why Incentive Programs Fail
Despite the popular idea that incentive programs are a good motivational tool, there are four reasons why they are not.

Organizational success is not a science, but an art

Incentive plans are based on the old idea that the ends justify the means. True organizational success is all about the ‘means’ and the success comes only after multiple factors combine. Organizational success often can’t be repeated because it was contingent on the talents of key team members who brought key talents or skills into the formula of success.

Cause and effect are rarely in a one-to-one relationship

Whatever is defined as the positive outcome, people will find multiple ways to achieve the desired goal, regardless of ethics.

People are not ethical by nature

Incentive programs encourage unethical behavior. The goal is assumed to be the highest priority and that is tacit approval to some that anything goes as long as the goal is met or exceeded.

Some organizations intend the incentive program to encourage unethical behavior

Executives cannot tell their employees to be unethical, but they can create the environment that fosters unethical behavior in pursuit of the indicators of success. This protects the company and puts all the risk on the employees.

Incentive = Manipulation

People who design incentive programs explain that the intent is to reward good behavior, and they fail to complete the sentence, “through manipulation.” Manipulation requires a lack of respect. Most people want to do the right thing and don’t need to be tricked into doing it. It is possible that unethical behavior is stimulated by incentive programs because the person feels disrespected by the use of manipulation and responds by obtaining the reward while sabotaging the program.

The Need For An Incentive Program?
Organizations that need an incentive program indicate a failure in leadership. Any business or school should know who its best performers without an artificial measurement program in place to identify them. In addition, any organization should have an ongoing effort to recognize and reward the best performers. Leadership that is effective in celebrating success will be setting the example for others without manipulation through an artificial program that disrespects people and will likely be vulnerable to unfair evaluation and unethical behavior.

Goodbye to HelloFresh

30 Thursday Apr 2015

Posted by Paul Kiser in Business, Customer Relations, Customer Service, Green, Health, Information Technology, Internet, Management Practices, Public Image, Public Relations, Recreation, Technology

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cooking, eating, Food, food service, HelloFresh, home meal delivery, internet food, meal, meal choice, meat, vegetarian

Instructions for preparing HelloFresh meals

We were not in the market for a home delivery meal service, but when I received a coupon for three meals for less than $30 from HelloFresh we took the plunge.

HelloFresh is a subscription dinner service. For the normal price of $69/week we could have a UPS truck stop at our house every Tuesday (or any other day) with the ingredients and recipes for three meals. The box had three large ice blocks with the meat under them and the other ingredients on the top. The meals were enclosed in a large plastic bag in case the ice began to melt and leak.

The meals were for two people, (you can get boxes with meals for four) and the quality of the ingredients were good with one exception, an avocado that was overripe.

The issues with the service are as follows:

Extremely limited menu – HelloFresh has two menus to select from, a meat menu and a vegetarian menu. You cannot mix the meals from the two different menus. On the meat menu, they offer three meals of their choosing, or we could have selected from two alternatives; however, we found the alternatives to be less palatable than the three primary choices.

Odd menu choices – The lack of quality cuts of red meat on their menu is obvious. The red meat offerings during the two weeks were flank steak and a meal with hamburger mixed in with the stuffed pepper meal. The six meals were:

Pan-seared chicken & pea pilaf
Citrus skillet shrimp
Wasabi-glazed (flank) steak
Goat cheese-stuffed chicken roulades
Indian stuffed peppers (with hamburger)
Oven-roasted salmon

Alternatives for week one were:

Fregola Sarda & Sweet Italian Sausage
Pea & Asparagus Gnocchi

Alternatives for week two were:

Mustard pork chops
Burst tomato & squash fusilli

The menu targets the person with eclectic taste and/or someone who loves the challenge of cooking new foods. If you are a person who can only find four or five acceptable choices on a typical 50 item restaurant menu, HelloFresh is not for you.

Heavy on frying – olive oil and the skillet are prominent aspects of preparing a HelloFresh meal.

Increased prep and clean up time – the HelloFresh website proudly states, “Cooking Made Easy.” This was not our experience. If you are an experienced chef you might be able to meet the prep times listed, but we found that it typically took about an hour to prep a HelloFresh meal. Clean up took at least two to three times longer than clean up for our own home cooked meals.

Confusing recipes – HelloFresh breaks down the recipe in steps; however, each step is written in paragraph form with multiple sub-tasks in each paragraph. It requires re-reading the same paragraph multiple times to make sure you don’t miss a step.

Cost – At almost $70 for three meals, HelloFresh is an expensive meal service. I estimate that the ingredients for each meal cost around $10, so we paid about $40 for shipping, meal planning, and ingredient procurement while still being responsible for the cooking and clean up.

Excessive delay between order and delivery – All orders for the next week must be in by Wednesday midnight of the previous week regardless of what day it is delivered. That means the food for the meals is probably ordered/finalized on Thursday. That would make the process for HelloFresh much easier, but it sacrifices convenience for the customer and means the ingredients delivered late in the week are likely as old as the ingredients delivered at the beginning of the week.

Of all the issues I have with HelloFresh, it is the lack of choice. The limitations set by HelloFresh indicate a minimal budget and a lack of commitment to the concept of home delivered meals. That suggests an organization that lacks the financial and human resources to meet the expectations of the customer.

I have tried to understand what market HelloFresh is attempting to capture; however, with the menu limitations, cost, and eccentric meal choices, it is mystifying who would pay for a glorified shopping service that places customer choice and convenience as secondary to their own.

Religious Liberty Laws Violate The Bible

03 Friday Apr 2015

Posted by Paul Kiser in Aging, Branding, Business, Customer Relations, Customer Service, Ethics, Government, Government Regulation, Management Practices, Politics, Public Image, Public Relations, Religion, Respect

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Arkansas, Bible, Do Not Judge, Indiana, New Testament, Paul, Religious Liberty laws, Romans 14

Dave Granlund Cartoon: Liberty for who?

The irony of conservatives effort to allegedly ‘preserve’ religious liberty is that they are actually inflicting one person’s religion on others through their business activities. The concept that other people should be forced to accept one person’s bias is discussed in the Bible, and conservatives are taking a position opposite of what is taught in the New Testament.

Romans 14 nails Christians to the cross of behavior. Nowhere in the New Testament is the definition of what it means to be a Christian better explained than in this single chapter. Paul, in his letter to the Romans explains to Christians:

You, then, why do you judge your brother or sister? Or why do you treat them with contempt? For we will all stand before God’s judgment seat. It is written: “ ‘As surely as I live,’ says the Lord, ‘every knee will bow before me; every tongue will acknowledge God.’ ” So then, each of us will give an account of ourselves to God. Therefore let us stop passing judgment on one another. Instead, make up your mind not to put any stumbling block or obstacle in the way of a brother or sister.

Romans 14: 10-13
New International Version¹

Both before and after this passage Paul offers examples of what he means by ‘passing judgement.’ The examples make it clear that the issue is not about what issues a Christian can condemn or protest regarding someone else’s choices, but that no Christian has the authority to judge another person.

The Religious Liberty laws passed in Indiana and other states emphasize the ‘right’ of a person to impose his or her religious beliefs on others who do not share those beliefs. The assumption is that a person can judge someone else’s personal choices, judge them as sinners, then refuse that person access to their products or services. This is in violation of the teachings of how a Christian is obligated to behave.

Applying the full meaning of Romans 14 to the situation, a Christian business person should not only accept another person’s lifestyle choices, and not judge them, but they should do everything possible to accommodate that person and their choices. Paul emphasizes to the Romans that a Christians obligation is to make peace, not conflict:

Let us therefore make every effort to do what leads to peace and to mutual edification.

Romans 14: 19
New International Version

The Religious Liberty laws are actually anti-Christian laws.

¹(KING JAMES VERSION – Romans 14:10-13)
But why dost thou judge thy brother? or why dost thou set at nought thy brother? for we shall all stand before the judgment seat of Christ. For it is written, As I live, saith the Lord, every knee shall bow to me, and every tongue shall confess to God. So then every one of us shall give account of himself to God. Let us not therefore judge one another any more: but judge this rather, that no man put a stumbling block or an occasion to fall in his brother’s way.

The Beginning of the End For Starbucks?

11 Wednesday Feb 2015

Posted by Paul Kiser in Branding, Business, Communication, Customer Relations, Customer Service, Ethics, Public Image, Public Relations, Social Media Relations, The Tipping Point

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*bucks, caffine, Coffee, coffee brewers, Coffee retailers, Oprah Chai Tea, SBUX, Starbucks, tea

WTF? Even Jasmine is disappointed

There are always people who hate Starbucks. It’s easy to do. A person can find retail coffee brewing houses that make as good, or better espresso drinks, and the die-hard loyalty of Starbucks customers, like myself, can be obnoxious. Even the term, ‘barista,’ can seem pretentious to some.

Still, Starbucks has always done one thing right: exceed customer’s expectations. Note some of their highlights:

When coffee drinking was dying out with old people who were raised in the era of the peculator coffee pot, Starbucks revolutionized coffee drinking with espresso drinks that created a new generation of caffeine consumers.
When other food and beverage businesses were trying to get the customer out the door as fast as possible, Starbucks was offering free WiFi and encouraging customers to enjoy a non-work, non-home, ‘third place’ to spend time to relax and enjoy.
When the coffee/tea/snack menu was becoming boring, Starbucks re-designed their menu and name to become known for more than just beverages.

Starbucks has always tried to do a little more than their competitors, which is why they have stood out.

But lately it seems Starbucks has fallen victim to the accountants and investors. This is to be expected. The average Fortune 500 or equivalent corporation last only between 40 to 50 years. Smaller companies have a much shorter life span.

“The average Fortune 500 or equivalent corporation last only between 40 to 50 years”

Typically a successful company manages become established and then after a period of time it catches fire. This is usually a combination of having a great idea at an unexpected moment. Customers often have a feeling of relief and joy associated with the product or service, a “WOW!” feeling. It can take twenty years or more for a business to have this kind of impact in a market.

If the business can survive the explosive growth phase, the next phase is coasting or reinvention. Coasting companies usually don’t make it to forty years. Competition is always ready to go after the market share of the leader who thinks they’re unbeatable. Anyone can copy and improve upon an idea.

However, the business that works to keep ahead of the competition by offering their customers something extra tend to outlast those who only copy them. Certainly, Starbucks fits this mold.

But at some point the accountants and investors start chipping away at a successful enterprise. They start by whispering, “We can save five cents per unit if we don’t do this. Why should we offer this, it doesn’t bring in revenue!” Soon managers are focusing on saving money to look good, not creating new sales.

“We can save five cents per unit if we don’t do this. Why should we offer this, it doesn’t bring in revenue!”

That’s when the wheels come off. As the company ‘saves’ money the customer begins to wonder why they do business with them instead of the competition. As revenue shrinks, investors get nervous, accountants ring the alarm bells and the pressure to do more with less boils the great people out of the company. At this point the fate of the company is set. The people left don’t know how to offer the unexpected to the customer and if they did, it would be against company policy.

Starbucks became forty on March 30, 2011. Today they are almost 44 years old. So where is Starbucks now?

A few years ago I noticed that most Starbucks stores took away all the trash cans from outside the store. Starbucks offers drive through service and outdoor seating a most of its stores, so it is obvious that outside trash cans are needed, but somewhere someone said, “Why do we offer to take care of people’s trash? It doesn’t provide revenue!” That was the first sign of a change in attitude.

This past holiday season Starbucks was again offering their ‘Sticker’ program for the holiday drinks, offering a free drink for every five holiday drinks sold. At least a week before Christmas Starbucks began running out of the holiday drink syrups. This was in contrary to past years when some of the holiday drinks were available until well into January. Why would Starbucks miscalculate how popular the holiday drinks would be, and how hard would it have been to order more from their supplier?

Of course, without holiday drinks, Starbucks saved money on the Sticker program. Obviously, an accountant projected the maximum loss of free drinks through the Sticker program and cut off the supply when the maximum benefit was reached in holiday drink sales.

The final evidence for me was subtle, but obvious.

Many Starbucks offer a ‘Puppachino’ (whipping cream in a kid’s cup) for people who have a dog. This is an off-menu free service and it caused our dog to go from barking at the Starbucks window attendant to quietly and anxiously anticipating her Puppachino. Today, our Puppachino was water in a kid’s cup with a little whip cream on top.

The simple change in a free service was a deafening moan of a company that is hemorrhaging goodwill from cuts to the veins of good management. No one would offer a cup of sticky, whip cream-laced water to their dog inside a car. It was a slap in the face of the customers. The manager is saying, “we can’t afford to offer this service, but we know you’ll bitch if we stop it, so here, pour this on your backseat.”

Starbucks is in full retreat and is following the spiral downward to be just another company that we will reminisce about in ten years.

Confessions of a Closet Wine Snob

09 Monday Feb 2015

Posted by Paul Kiser in Business, Customer Relations, Customer Service, Public Image

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CA, California, Del Dotto, Del Dotto Historic Winery & Cave, Napa, Napa Valley, wine, Wineries, Winery

The wine cave at Del Dotto’s Historic Winery

In my defense, I didn’t know I was a wine snob. I thought that wine was a beverage that assaulted your mouth, overwhelmed the taste buds, and left your palate like it had just been mugged. I was happy to drink hard cider or craft beer.

Then my spouse suggested we go to Napa to celebrate our 20th wedding anniversary. Then we visited the Del Dotto Vineyard’s Napa Historic Winery. Then I discovered I was a wine snob.

There are some things you need to know about Del Dotto Vineyards. First, they are not trying to make wine for the huddled masses. Sutter Home, Beringer, Robert Mondavi, Inglenook, etc., are the vineyards that have massive quantities of wine and seek to put a glass in everyone’s hand. Del Dotto Vineyards are microscopic compared to the 800 pound gorillas of California wine country. Instead of producing commercial wines, they produce fine art wines.

Del Dotto also does their wine tastings from the barrel for most of the tour. They do have wine that reached its prime bottling date and can be purchased the same day; however, a guest should note that they are probably not going walk away with wine in hand. If you wish to purchase the wine from any barrel, it will be shipped to you when the wine is bottled. The wine we tasted was anywhere from two weeks to three months from being corked.

Del Dotto’s sculpture at the entrance to the wine cave

Finally, Del Dotto has two wineries. The one in Napa has the wine caves that were carved out in the 1800’s. We did not visit the other winery in St. Helena, but it offers both barrel tasting in a wine cave and bar tasting in the winery.

Our tour included wine aged in two different barrels. So what?

It was that exact same wine, or blend of wines, but they were aging one in a barrel made of French charred wood, and the same wine aged in American charred wood. I enjoyed the wine from all the barrels I tasted, but I preferred the French wood barrels over the American wood barrels. It is a great lesson in how the barrel influences the taste of the wine.

What I also discovered is that wine doesn’t have to make you feel like your mouth was taken down the alley and violated. The wines we tasted were full of flavor, but didn’t rampage through the mouth, nor feel like an oak moth just visited your tongue and left a deposit.

Later we visited another, well known winery, and they paraded out their best wines that were as expensive as the ones we tasted at Del Dotto’s. All of them reminded me of why I don’t drink wine.

I am not a wine expert. Nor do I have enough experience with the Napa area wineries to rank Del Dotto Vineyards with the cluster of wine tasting options in the region. What I do know is that their is a difference in the quality of wine and price is not always a good measure of quality.

At least I now know that I’m a wine snob and I know of at least one place I can find great wine.

A Glimpse of Education in Panama

22 Saturday Nov 2014

Posted by Paul Kiser in Customer Relations, Education, Information Technology, Internet, parenting, Passionate People, Technology, Travel

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Centro Educativo, children, Coronado, Educacion, elementary school, Panama, parenting, San Jose, school

The Principal in the classroom in Panama

Teaching children is a challenge anywhere in the world. Culture, government, and environment all affect the quality of education. Still, it seems that the foundation of any great school is the dedication of the staff to the students.

Recently I was on my second visit to a community about 90 km (60 mi.) from Panama City, Panama. While in the area I decided to research their education system by dropping in on a local school, the Centro Educativo San Jose elementary school.

It should be noted that to truly understand the education system in Panama, I should first be proficient in Spanish, and second, I should visit multiple schools, both private and public, over a period of weeks or months. A thirty minute conversation with the Principal, who does not speak English, and a teacher acting as my interpreter is only enough to give a first impression.

However, there are clues about the quality of education that are instantly obvious and transcend language barriers.

Laughing children. It is difficult to bridle the enthusiasm of children, but some schools seem to manage to stifle the joy of childhood. Centro Educativo San Jose has not made this mistake. At this elementary school the children were well-behaved, but laughing and smiling. It was obvious they understood discipline, but they were obviously happy to be at school.

Panama celebrates Thanksgiving

Helpful children. When I arrived I first met an adult with several children. I wasn’t sure of her role in the school (she may have been a parent,) but when I asked if she spoke English, she said, “No.” Instantly a young girl at her side pointed at one of the teachers and indicated she spoke English, then the girl quickly ran to the teacher and brought her to me. This girl knew she could help and did so without hesitation. That tells me that the school encourages critical thinking that empowers children with the ability to respond quickly to a situation.

Professional Staff. In the tropics the temperature is near 30° C (86° F) year round and the humidity wraps around you like a wet towel. There is no air conditioning at this school and any breeze is welcome in the classroom. Despite these environmental conditions, the staff at the school looked and acted professional.

What I learned during my visit surprised me. The students have access to computers and they have a ‘Technology Room” filled with computers. I couldn’t tell if the computers were connected to the Internet; however, I did not expect an 80 year-old public school to have dozens of desktop computers with flat screen monitors.

This school is funded by government support, which limits the per/student resources; however, most schools in Panama are private where parents pay $1,500 to $3000 per year for tuition.

Many schools in Panama operate double sessions with one group of students attending in the morning and another attending in the afternoon. At this school the morning session is 7 AM to 12 Noon, and the second session is 12 Noon to 5 PM.

While most private schools are open twelve months a year, public schools are in session March through December, and have ‘summer’ break in January and February.

I asked about homework and parent involvement and heard what I expected. Once the students leave the school they are not expected to do homework and parents are not typically involved in assisting the staff in school. In an environment of low pay and long working hours, parents likely have no time to be involved in their children’s education.

I was told the biggest challenge is teaching English to the students. The impact of being bilingual is significant in a working adult’s life in Panama, and anywhere else. Yet, It is hard to explain that to a child in rural Panama whose only encounter with another language is in the school.

I’m grateful to have the opportunity to visit the school, and hope to do it again the next time I’m in Panama. I apologize to the Principal and the teacher who interpreted for me. I failed to write their names down before I left. Both graciously gave me valuable time out of their schedule and I appreciate it.

It was a pleasure meeting dedicated professionals who are changing lives every day by caring about the future of the students in their school.

Espanol Version (Using Google Translate)

Enseñar a los niños es un desafío en cualquier parte del mundo. Cultura, gobierno, medio ambiente y afectan la calidad de la educación. Aún así, parece que el fundamento de cualquier gran escuela es la dedicación del personal de los estudiantes.

Hace poco estuve en mi segunda visita a una comunidad a unos 90 km (60 mi.) De la Ciudad de Panamá, Panamá. Mientras que en la zona me decidí a investigar su sistema educativo por meterme en una escuela local, la escuela primaria Centro Educativo San José.

Cabe señalar que para comprender verdaderamente el sistema de educación en Panamá, que primero debería ser competentes en español, y en segundo lugar, que debe visitar varias escuelas, tanto públicas como privadas, en un periodo de semanas o meses. Una conversación treinta minutos con el director, que no habla Inglés, y un profesor que actúa como mi intérprete sólo es suficiente para dar una primera impresión.

Sin embargo, hay pistas sobre la calidad de la educación que son inmediatamente obvias y trascienden las barreras del idioma.

Niños de risa. Es difícil de frenar el entusiasmo de los niños, pero algunas escuelas parecen manejar a silenciar la alegría de la infancia. Centro Educativo San José no ha cometido este error. En esta escuela primaria los niños estaban bien atendidos, pero riendo y sonriendo. Era obvio que entendían la disciplina, pero eran obviamente feliz de estar en la escuela.

Niños útiles. Cuando llegué por primera vez a un adulto con varios hijos. Yo no estaba seguro de su papel en la escuela (que puede haber sido uno de los padres), pero cuando le pregunté si hablaba Inglés, dijo, “No.” Al instante una chica joven a su lado señaló a uno de los profesores y indica que hablaba Inglés, entonces la chica corrió rápidamente a la maestra y la trajo a mí. Esta chica sabía que podía ayudar y lo hizo sin dudarlo. Eso me dice que la escuela promueve el pensamiento crítico que permite a los niños con la capacidad para responder rápidamente a una situación.

Personal Profesional. En los trópicos la temperatura es de cerca de 30 ° C (86 ° F) durante todo el año y los abrigos de humedad a su alrededor como una toalla húmeda. No hay aire acondicionado en esta escuela y cualquier brisa es bienvenida en el salón de clases. A pesar de estas condiciones ambientales, el personal de la escuela parecía y actuaba profesional.

Lo que aprendí durante mi visita me sorprendió. Los estudiantes tienen acceso a computadoras y tienen un ‘Room Tecnología “lleno de computadoras. No podría decir si los equipos estaban conectados a Internet; Sin embargo, no esperaba un 80 años de edad de escuelas públicas para tener docenas de computadoras de escritorio con monitores de pantalla plana.

Esta escuela está financiado por el apoyo del gobierno, lo que limita los recursos per / estudiante; Sin embargo, la mayoría de las escuelas en Panamá son privadas donde los padres pagan $ 1.500 a $ 3000 por mes para la matrícula.

Muchas escuelas en Panamá operan sesiones dobles con un grupo de estudiantes que asisten por la mañana y otra que asisten por la tarde. En esta escuela la sesión de la mañana a 7 de la mañana a 12 del mediodía, y la segunda sesión es de 12 del mediodía a 17:00.

Aunque la mayoría de las escuelas privadas están abiertas los doce meses del año, las escuelas públicas están en sesión de marzo a diciembre, y tienen descanso “verano” en enero y febrero.

Le pregunté acerca de la tarea y la participación de los padres y escuché lo que me esperaba. Una vez que los estudiantes salen de la escuela a la que no se espera que hagan los deberes y los padres no suelen participar en la asistencia al personal de la escuela. En un entorno de bajos salarios y largas horas de trabajo, los padres probablemente no tienen tiempo para participar en la educación de sus hijos.

Me dijeron que el mayor desafío es la enseñanza de Inglés a los estudiantes. El impacto de ser bilingüe es importante en la vida de un adulto que trabaja en Panamá, y en cualquier otro lugar. Es difícil de explicar que a un niño que sólo el encuentro con otro idioma es en la escuela.

Fue un placer conocer a los profesionales que están cambiando vidas todos los días por el cuidado por el futuro de los estudiantes en su escuela dedicada.

Thank you Apple!

08 Friday Aug 2014

Posted by Paul Kiser in Business, Communication, Customer Relations, Customer Service, Ethics, Information Technology, Management Practices, Opinion, Public Image, Public Relations, Technology

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account, Amazon, Apple, Google, Google Play, iPhone, iPod, iTunes, Kindle Fire, Music, music library, password, scam, security, security questions

Apple’s end product without iTunes, a useless piece of technology

Recently I was freed of my Apple conflict. Thanks to Apple’s security policy regarding my iTunes account, I no longer use it for buying music.

Like most people I have always used a PC. Apple computers were interesting, but I was always leery of the Apple agenda. I did have iTunes and an iPod and purchased songs through iTunes for most of my musical entertainment.

A few years ago I was given a Kindle Fire for Christmas and I began buying some music from Amazon, but then I had a split music library. One with iTunes. One with Amazon. Fortunately, I quickly discovered that my Kindle Fire couldn’t handle storing my songs, apps, and movies in the Kindle, so that ended my brief affair with Amazon music.

Then last year I was introduced to Google Play. I found that with their service I could play all the songs from my computer on my Android phone. Still, a question remained about the iTunes service I’ve used since I transcended from CD’s to digital.

In this past year, Apple made the decision for me. Apple has created a password security process that is complex and leads the customer to being locked out of his or her iTunes library with no recourse but to start a new iTunes account.

Here’s the way the scam works. During a purchase of an iTunes product, Apple forces the customer into a convoluted process that requires her or him to change their iTunes password and answer a limited choice of possible questions about the customer’s childhood memories. For several months after the customer has been forced to go through the new password procedure Apple allows him or her to make purchases from iTunes without giving the new password. The customer has no cause to recall the password until sufficient time has passed to make the customer forget the new password

However, after six months or so, Apple will spring the trap and make the customer give the complicated password before a purchase. Upon failing to give the correct password, Apple then requires the customer answer the questions about their childhood memories, which are so lame that most people won’t remember the answers.

So, then you contact Apple and get help, right?

Contacting Apple’s “Support” is where you find out how deep the password rabbit hole goes. They will ask for your password. You already tried that and they will, surprise, surprise, also find you don’t know it. They will ask for the answers to the childhood questions. You still don’t know the answers. After that they will ask you for the original credit card number with which you set up your account iTunes account. When you can’t produce that number, they will ask for the serial number of the first Apple product you owned. In my case, this is the 1st generation iPod that was recalled several years ago.

R.I.P. iPod

That’s it. Because you can’t answer any of their ridiculous questions they will tell you they can’t do anything more for you. You must set up a new iTunes account and the past digital downloads must be repurchased.

So now I must thank Apple. I no longer have a conflict with my digital music libraries. Google Play is the best choice and I won’t be purchasing anything from iTunes.

I suppose that someone will file a class action lawsuit with Apple in a few years. Apple emails will probably reveal their strategy to make customers repurchase their digital libraries and a settlement of a few dollars per customer will be made while the attorneys make millions of dollars.

In the meantime, I will listen to ALL my songs I purchased through Google Play.

Five Signs That Should Be A Dealbreaker When Purchasing A Pre-owned House

13 Tuesday May 2014

Posted by Paul Kiser in Business, Customer Relations, Customer Service, Ethics, Honor, Lessons of Life, Management Practices, Public Relations

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buying, home, housing, housing costs, housing prices, investment, Money, price, realtor, realty, Selling, value

Greed is NOT good when purchasing a home. The ethics of selling a house have reached new lows and some realtors are little more that used car dealers looking to take advantage of the gullible and the inexperienced. Here are five things that should encourage you to walk away from a sale.

The Angry Realtor
Regardless of the circumstance, the sale of a home should not be a cause for anger. Terms are either acceptable or not, and an overly emotional or condescending realtor is a good indication that he or she is trying to distract the buyer (and sometimes the seller.) The ethical realtor understands that buying a home is one of the big decisions in life and everyone should be happy when the check is exchanged.

Unfortunately, the past decade has seen ruthless and unethical realtors gain a foothold in an otherwise, honorable profession. If a realtor accuses you of being unreasonable, they may be trying to attack your sense of self and create doubt so that you’ll back away from your convictions. Again, the terms are either acceptable or not, and if not, a counter offer or a polite decline are the only appropriate responses.

Buying a home can be a win-win, or win-lose depending on the ethics of the seller

Flipped Houses Tricks
Buying a cheap house, fixing it up, and reselling it used to be an honorable vocation. It is no longer.

When profit is the primary motive, ethics of the seller and their realtor become meaningless. Anything in a house that needs fixed or replaced will likely be done at the lowest price with the least amount of quality and work. Here are some tricks in remodeling for profit that you should be wary of when buying a home:

Single pane, aluminum frame windows are great if you like high heating bills and wasting energy

New windows trick – Insulating dual pane windows are a standard in today’s home. Homes with single pane windows should have been updated in the during the last 20 years. Rather than updating all the windows, unethical sellers will only replace the windows on the front of the house, which improves its curb appeal, but doesn’t fix the problem.
Landscaping trick – Landscaping is a key indicator of how the house was maintained. People who didn’t take care of their yard, probably didn’t take care of their house. The unethical seller will plant a few new trees or bushes, and some decorative stone to cover the weeds and dead lawn. If everything looks new, ask about the drip system for the plants. If their isn’t one, then you know they are just trying to disguise poor maintenance with rock and mirrors.
Plumbing fixtures trick – New toilets and faucets make a house look updated, but that can mean it is updated. The unethical seller will use the cheapest toilets and fixtures at Home Depot or Lowe’s and pay an unlicensed handyman to install them on the lowest bid. Run every faucet, flush every toilet, and look for leaks, and/or sloppy installation.
New carpet trick – Worn floors and carpet will cause most buyers to walk away from a house. Enter cheap tan carpet. The quickest and cheapest fix is inexpensive tan carpet. A house that has new tan carpet gives the feel of a well-maintained home, but this should cause the potential buyer to look even closer at the home. It is worth the trip to a carpet store before a buyer begins home shopping. A home buyer should know the look and feel of high quality carpet versus cheap tan carpet.
Electrical outlets trick – A home with ungrounded, (AKA: two-prong outlets,) is in desperate need of updating. It means that the house should be rewired (See Outdated Systems.) To disguise this issue, the unethical seller will change the two-prong outlets with three-prong, (AKA: grounded) outlets, but they won’t replace the wire, nor will they have run a grounded wire to each outlet.

Bidding Wars
Bidding wars on a home is a win for the seller and always a loss the buyer. Home buying is not a game. The pressure of people bidding against each other drives the price up, and the value down. Walk away from a bidding war.

Getting a great deal is a matter of being in the right place at the right time. By shopping for homes over a period of months, the chance of being at the right place and time increases. There is a name for people who expect to spend only a week looking for a new home: Suckers.

Outdated Systems
Because everything wears out, and because newer house systems (heat, light, plumbing, electrical, appliances, etc.) are more efficient, buying a home with outdated equipment means, 1) that the previous homeowner didn’t do the maintenance they should have, and 2) the real cost will be much higher as you will be burdened with the cost and inconvenience making it current. Here are some systems you should ask about before you buy:

Water Heater Tanks – The life span of most water heaters is ten to thirteen years. If the heater is older than 2001, it needs to be replaced.
Furnaces – A well-maintained furnace can last 25 years. A furnace installed before 1990, is not only at the end of its life, it is costing you money because it is inefficient.
Electrical – The electrical system has about a 40-year life span. Any home built before 1975, should be rewired. It’s a tough job and expensive. It is not a job that should be done on the lowest bid.
Plumbing – Metal pipes can last for 70 years or more. Newer PVC (plastic) pipe has a much shorter life (25 to 40 years.) Clay pipes (used for sewer pipe in the mid-1900’s, is past its lifespan. A good home inspector can verify the state of the existing plumbing and their advice should be heeded.

High Pressure Sale
Anytime the buyer or their realtor is applying undo pressure for a decision the buyer should be ready to walk away. Used car salesmen have used this tactic for decades to push people into a deal that they don’t want. It also means that the seller may have significant problems with the house that they don’t want the buyer to discover.

Certainly the buyer needs to make timely decisions, and a seller should not expect to have to pass up other offers while waiting for another buyer to decide, but if the seller is demanding an immediate decision, then warning bells should be going off in the buyer’s mind.

Is Reno’s NBC Affiliate Moving Back to the Middle?

09 Wednesday Apr 2014

Posted by Paul Kiser in About Reno, Branding, Business, Communication, Customer Relations, Customer Service, Ethics, Government, Honor, Management Practices, Opinion, Politics, Pride, Public Image, Public Relations, Respect, Taxes, Traditional Media

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ACA, Affordable Care Act, FCC, jFox News, journalism, Kai Jackson, KRNV, MyNews4, NBC, SBGI, Sinclair Broadcast Group, Standards, Unemployment benefits, WJZ

KRNV reconnecting with the rest of the community?

Something happened at KRNV, Reno’s NBC affiliate, on April 8. It was not what they did, but what they didn’t do. Tuesday’s 6 PM newscast of the Sinclair Broadcast Group‘s (SBGI) station didn’t run an anti-government story.

It’s possible it they were just having an off day. It’s possible that NBC has applied pressure to the station to not run Fox News-type stories. It’s possible that the station’s staff has had enough of sacrificing personal reputations for the conservative agenda of their parent organization. It’s possible the parent organization has had an epiphany regarding serving all viewers, not just conservatives. Who knows? Regardless, it was a refreshing change.

The station did run a Sinclair produced story in the ‘A’ Block, but rather than presenting an overt bias, Kai Jackson, a former news anchor on Baltimore’s CBS affiliate WJZ, offered a story about the cost of extending unemployment benefits. Jackson, who joined Sinclair in December 2013, pointed out that $500 billion have been spent on unemployment benefits since 2008, which is an issue that connects with the conservative viewer. He then he offered the viewpoint of a small business person who says that the money has a positive impact on his revenue as it flows into America’s economy.

Image by Karl Merton Ferron / Baltimore Sun

Kai Jackson at the desk of WJZ CBS Baltimore

One could argue that the issue itself is more of a concern by Republicans, but that is not accurate. Democrats and liberals understand that unemployment benefits are not a long-term solution; however, the money paid out to the unemployed is not lost. It flows through the economy, which is also important. Jackson presentation of the issues was fair and educated conservatives and liberals on the complexity of the problem.

What Jackson didn’t do was line up a long list of rabid conservative ‘experts’ to manipulate the story, nor did he indicate his personal spin on the issue.

Giving the Viewer What They Want or What They Need?
A news team can either manipulate news to invoke an emotional response, or they can work to educate the viewer on the issues of the day and let the viewer decide how they feel about those topics. In the case of the former the news is sexy and entertaining. In the latter case the news is less emotional and requires more intelligent thought.

The excuse that Fox News-type reporting is just giving the viewer what he or she wants is same rationale of a drug dealer or prostitute. Reporting news should not be an attempt to manipulate emotions. News shouldn’t be anti-government, nor should it be pro-government. This does not mean that news has to be neutral, just that it can’t be driven by a political agenda.

The conservative and liberal views in the United States are both essential to our prosperity. Both viewpoints tend to carve out policies that succeed. A perfect example is the Affordable Care Act (ACA.) It was the health care reform proposed by the Heritage Foundation decades before it became law under President Obama’s administration. Despite Fox News stories that are trying to paint ACA as a disaster, the facts indicate that the number of uninsured people has dropped significantly and the program is actually succeeding.

A local television news organization is not a blog. It operates under the rules created by the FCC to protect the public trust. For whatever reason, yesterday KRNV rose to the expectations of that public trust.

Sinclair Opinion Survey is an Epic Fail of Research

09 Wednesday Apr 2014

Posted by Paul Kiser in About Reno, Branding, Business, Communication, Customer Relations, Customer Service, Ethics, Government, Government Regulation, Health, Honor, Management Practices, Opinion, Politics, Pride, Public Image, Public Relations, Technology, Traditional Media

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Affordable Care Act, Galen Institute, Grace-Marie Turner, Kevin Kuhlman, Kristine Frazao, KRNV, Manhattan Institute, MyNews4, National Federation of Independent Business, NFIB, poll, SBGI, Sinclair Broadcast Group, survey, survey design

Kristine Frazao – SBGI Corporate News Correspondent

Kristine Frazao, National Correspondent for Sinclair Broadcast Group, Inc. (SBGI,) delivered another anti-government news story that was aired on Reno’s NBC affiliate, KRNV, on Monday night. Her stories tend to be one-sided, Fox News-type reports that are long on manipulation and short on facts.

But on Monday, April 7, she came armed with a new ‘”weekend online poll” conducted by her employer (Sinclair) and she was ready to prove that she finally had undisputable evidence to back up her report.

The piece used two clips in three seconds of ‘people on the street’ comments, followed by a third man in an eleven second response in broken English:

“very, very,…ah,.. big…uhm…debt, …uhm,….and is growing exponentially”

It was fourteen seconds of everyone’s life that can’t be recovered. Then Frazao revealed her ‘data.’

The Online Poll Fiasco
Frazao probably doesn’t know that for a survey to be valid, there are certain standards that have to be met. One is that the group surveyed has to be unbiased. Most researchers use random survey techniques to prevent harvesting the opinions that represent a biased group. That involves the researchers, 1) selecting the survey participants and, 2) utilizing a scientific method that allows anyone in the population being surveyed to be selected.

For example, randomly calling people is not usually scientific because it only lets the people who have telephones to be surveyed. An online poll is almost always considered unscientific because it only represents those who have Internet, understand how to use a computer, and find the web page with the survey.

So how did Sinclair post this survey? It took me several hours to find it because Frazao offers no information about how the survey was taken in her story. I finally found it as part of a larger survey on mostly Fox News station websites. In Reno, the survey can only be found on KRXI, the Fox affiliate, not on KRNV, nor Sinclair’s other station, KAME.

That issue alone destroys the credibility of the survey, but it gets better.

Image by Paul Kiser taken from MyNews4 newscast

Which question do you answer?

The survey question is designed to ask two questions. First, do you trust President Obama? Second, Do you think the Affordable Care Act will improve your coverage? If a respondent doesn’t trust President Obama, then the answer is going to be ‘no’ to both questions regardless of what the person thinks about the second question. Since this survey was on Fox News stations, it’s actually surprising that anyone answered ‘yes’ to the question.

But it gets better still.

Frazao read out the results as they appeared on the screen.

2 + 7 = 9, carry the 1…goes this advanced math is hard!

Did you catch the problem? Yep, the numbers add up to 90%, not 100%. My guess is that the ‘Maybe’ group is supposed to be 11%, but the fact is that Sinclair people didn’t recognize the error, and Frazao didn’t either.

Anti-ACA crusader from Monday’s (7 April) news story

The rest of Frazao’s story brought out the usual conservative ‘experts.’ Grace-Marie Turner and her 19-year crusade against health care reform, wearing exactly what she wore for last week’s ‘expert testimony’ against the Affordable Care Act. Once again she threw out numbers that predicted doom and despair, but Turner had no supporting data .

Image by Paul Kiser taken from video of KRNV newscast 1 April 2014

From last week’s story…is she wearing the same….?

Frazao also presented Manhattan Institute chart of the United States showing the difference in health care insurance premiums for a 27-year-old, by State, before and after the Affordable Care Act. Of course, prior to the Affordable Care Act the 27-year-old might not have been able to get coverage, and the chart doesn’t account for government subsidies.

And the Manhattan Institute? Another conservative think tank. At least Frazao is consistent in her ‘experts.’

Frazao brought out another conservative for more doom and gloom. She introduces Kevin Kuhlman, of the National Federation of Independent Business (NFIB) by saying:

“Kevin Kuhlman with the National Federation of Independent Businesses (sic) says small businesses are already feeling it in their bottom-line.”

The only problem with that statement is that the provisions effecting businesses have been delayed until 2015, so how is the Affordable Care Act hitting the bottom-line in 2014?

Frazao does have one final person-on-the-street interview who praises the Affordable Care Act for the mental health benefits, but then Frazao ends by going back to her poll, and the ‘pessimism’ it shows about the future of Obamacare…the poll that doesn’t even add up.

NEXT: What happened on Tuesday? Has KRNV decided to go back to responsible journalism?

Reno’s NBC Affiliate Runs Anti-Union Press Release As News

09 Wednesday Apr 2014

Posted by Paul Kiser in About Reno, Branding, Business, Communication, Customer Relations, Customer Service, Education, Ethics, Government, Management Practices, Opinion, parenting, Politics, Pride, Public Image, Public Relations, Taxes, Traditional Media

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KRNV, labor unions, MyNews4, Nevada Policy Research Institute, NPRI, On Your Side, SBGI, schools, Shelby Sheehan, Sinclair Broadcast Group, teacher's unions, Washoe County School District, WCSD

Taking another step away from journalism, KRNV co-anchor Shelby Sheehan presented a press release from the conservative Nevada Policy Research Institute (NPRI) as news during the April 7th 6 PM broadcast. In what has been an almost nightly anti-government feeding frenzy, the NBC affiliated station, managed by Fox News operator, Sinclair Broadcast Group (SBGI,) announced that according to NPRI, 168 educators left the Washoe County teacher’s union.

Conservative NPRI spokesperson, Shelby Sheehan

Sheehan introduced the story by admitting that NPRI has a statewide campaign against the teacher’s union and they are:

“...letting teachers know when and how they can leave (the union,) so many are doing just that…”

The KRNV veteran anchor briefly mentions that the two percent loss in membership occurred in the Summer of 2013, and then wraps up the NPRI media release by suggesting that more teachers want to leave, but can’t because:

“…once they (the teachers) do (join the union) they only have a short period of time to get out of their membership, which they say (NPRI) prevents more teachers from leaving.”

Sheehan’s sole source for the story was NPRI, which is an anti-government think tank that, among other conservative agendas, is anti- public school and pushes for school vouchers and charter schools. They represent the polar position against unionized teachers.

Other than her paraphrasing the information given to her by NPRI, Sheehan reported no information or statements from a teacher, the union, nor an independent source. She apparently didn’t even question NPRI’s information, nor why they were just now releasing data that was almost a year old.

NEXT: Sinclair’s Survey of Shame (To be released 9 April 2014 at 6:30 AM PDT)

Local TV Affiliate News Reputation Displaced With Conservative Propaganda Makeover

07 Monday Apr 2014

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ABC, ABC News, based, CBS, CBS News, conservative, Cunningham Broadcasting, Deerfield Media, Disney Co, FCC, Federal Communications Commission, Fox, Fox News, journalism, KAME, KRNV, KRXI, LMA, local affiliate, Local Management Agreement, NASDAQ, NBC, NBC News, News, News4, On Your Side, propaganda, SBGI, Sinclair Broadcast Group, television, TV

Sinclair Broadcast Group (SBGI) and related companies have been buying up local non-Fox affiliated stations and pushing conservative biased news stories into the local news programs.

Sinclair stock hit its high at the beginning of 2014, but has been sliding downward for the last three months (from NASDAQ website)

Since September of 2011, Sinclair Broadcast Group or their affiliated companies (Cunningham Broadcasting, Deerfield Media) have acquired or obtained a Local Marketing Agreement (LMA) for almost one hundred local television stations. According to its website, Sinclair now operates or owns 29 ABC, 26 CBS, and 17 NBC local affiliated stations in addition to 41 Fox and 54 other affiliated stations.

Fox News Masquerading As Reputable Journalism
By snatching up ABC, NBC, and CBS affiliates, Sinclair masks itself under the traditions of reputable journalism of the three historic broadcast giants. The public trust of news anchors built over decades is used to distract viewers from news stories slanted to provoke outrage at the United States government and policies opposed by conservatives. News stories for Sinclair stations are manufactured by the parent organization and inserted into the local news. The stories employ interviews with conservative sources, often with no interview with the agency or organization being accused of fraud, waste, or corruption.

In Reno, Nevada, the NBC affiliate, KRNV, has run stories on almost a daily basis from the parent organization that suggested and/or accuse waste or government conspiracy. In some cases, clips from Fox News are used, rather than from the NBC parent organization. Recently KRNV 6 PM broadcast ran ‘A’ Block stories (headline news) regarding the Affordable Care Act (e.g.; March 26, April 1) and gun laws (e.g.; March 28) that used people with a known conservative bias as their sources.

The LMA Loophole
Federal Communication Commission (FCC) rules do not allow licensing of more than one television station in a market to a person or company; however, during the first George Bush administration (1991) Sinclair Broadcast Group convinced the FCC to allow Local Marketing Agreements (LMA’s) that would allow a person or company to own one station and “operate” another station providing the latter station was licensed to a different person or corporation.

This has allowed Sinclair to go on a buying binge of television stations in the same market as their Fox stations. Sinclair uses Deerfield Media and Cunningham Broadcasting to own the licenses of stations where Sinclair already owns a television license. All Deerfield and Cunningham licensed stations are operated by Sinclair, and the family that owns Sinclair controls 90% of the stock in Cunningham Broadcasting.

In Reno, Nevada, the Sinclair Broadcast Group owns the license for Fox affiliate, KRXI, and operates the MyNetworkTV affiliate, KAME (licensed to Deerfield Media,) as well as the NBC affiliate, KRNV (recently licensed to Cunningham Broadcasting.)

This allows Sinclair to effectively control three stations in one market and supplant reputable journalism with conservative propaganda.

The Lingering Question
There is ample evidence that Sinclair Broadcast Group is using loopholes in the FCC regulations to control multiple stations in a single market. It is also apparent that news stories manufactured by Sinclair are shoddy and biased. The question is whether or not the people behind Sinclair are trying to pander to conservatives in order to increase profits or if they are perverting journalism for a conservative agenda. In one case it is a matter of greed, in the other, a matter of a betrayal to the American citizen.

An audit of all of the communications, finances and contributions of the companies, vendors, Board of Directors, and owners involved is the only way we will know.

Reno NBC News Station Runs Another Conservative-Laced Story

07 Monday Apr 2014

Posted by Paul Kiser in About Reno, Branding, Business, Communication, Customer Relations, Customer Service, Ethics, Government, Government Regulation, Information Technology, Management Practices, Opinion, Politics, Pride, Public Image, Public Relations, Technology, Traditional Media

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A Block, ACA, AEI, Affordable Care Act, American Enterprise Institute, biased, Chris Vanocur, Columbus, Fox News, Galen Institute, Grace-Marie Turner, health insurance, Healthcare, Joe Antos, Jon Lovitz, journalism, KRNV, KSNV, NBC, NBC News, Obamacare, Ohio, SBGI, Sinclair Broadcast Group, WSYX

Is KRNV a Fox or NBC affiliate?

On April 1, Reno’s NBC affiliate, KRNV, has ran another biased ‘A’ Block (headline news) story attacking the Affordable Care Act (ACA) featuring a reporter from the Sinclair Broadcast Group (SBGI) network. This is at least the third incident of Fox News-type reporting on KRNV in less than a week. This report suggested that the most of the seven million people who signed up for health insurance under the Affordable Care Act already had insurance.

As in the other biased news stories on KRNV, a non-local reporter presents an anti-government tirade. Chris Vanocur of the ABC affiliate, WSYX in Columbus, Ohio, one of Sinclair Broadcast Group’s 167 stations, starts out by saying:

“Seven million Obamacare new enrollees sounds like a lot, but…”

Grace-Marie Turner, crusader against healthcare reform

Vanocur then introduces Grace-Marie Turner, who has only one mission: oppose any change to healthcare’s broken free-market system. She founded the Galen Institute in 1995 to combat healthcare reform. According to her website, one of the key goals is to:

“Educate policymakers about the dangers that government control over the health sector pose to our economy and our society”

Turner clearly is dedicated to maligning anything regarding the Affordable Care Act. Despite her anti-ACA crusade, Vanocur refers to her as an ‘expert.’ Turner doesn’t hesitate to bear witness against the seven million new enrollees in Obamacare:

“Many of these, if fact, the great majority, are not newly insured people..”

Vanocur continues to say:

“Turner says only one-quarter to one-third of those who signed up didn’t have health insurance before.”

Turner claims to know that 25% to 33% of the seven million had insurance before and switched to Obamacare. She cites no study, nor does Vanocur offer any evidence of the source and/or reliability of the data. Rather, Vanocur offers another ‘expert’:

“…and she’s not the only one questioning the seven million number”

Vanocur is referring to Joe Antos, his next ‘expert,’ of the conservative think tank, American Enterprise Institute For Public Policy Research (AEI.) Antos also claims to have reliable data on the new enrollees:

“It’s very likely that it’s no more than 1.5 million people who are actually new customers who were not already insured.”

Antos testifies that only 21% of the total enrollees had no insurance. Again, no source is presented for the ever dwindling number of previously uninsured. The only thing that kept this new story from becoming a Jon Lovitz sketch was Antos saying, “Yeah, yeah, 21%, That’s the ticket!”

Like other Sinclair generated anti-government ‘news’ stories (See articles on KRNV news stories of March 26 and March 28,) only one-side of the topic is presented and no data supports the claims made by the reporter, nor his sources. The irony is that on the same day, KRNV’s sister NBC affiliate in Las Vegas, KSNV, ran a locally produced news story on the ACA enrollment that discussed sign up issues, but kept a more balanced perspective.

NEXT: How Sinclair Broadcast Group is using a FCC loophole to control multiple stations in one market. (Read article)

Sinclair Reporter Taints Reno NBC Affiliate With Fox News Story…Again

07 Monday Apr 2014

Posted by Paul Kiser in About Reno, Branding, Business, Communication, Crime, Customer Relations, Customer Service, Ethics, Government, Government Regulation, Honor, Management Practices, Opinion, Politics, Privacy, Public Image, Public Relations, Traditional Media, Violence in the Workplace

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Center for American Progress, conservative, Cunningham Broadcasting, Emily J. Miller, Emily Tisch Sussman, Fox News, Gun control, Herring Broadcasting, Joe Hart, Kristine Frazao, KRNV, law abiding, Mark Witaschek, MyNews4, NASDAQ, NBC, NBC News, News, Ronald Reagan, RT, Russian Television, SBGI, Second Amendment, Sinclair Broadcast Group, Sun Myung Moon, Unification Church, Washington D.C., Washington Times

Kristine Frazao – SBGI News Correspondent

On Friday, March 28, the NBC affiliate in Reno, Nevada (KRNV) again aired a Fox News type report on the 6:00 PM telecast, and this time actually used a Fox News clip. During the ‘A’ Block (top stories,) local news anchor Joe Hart gravely announces:

“….National Correspondent Kristine Frazao reports, some are concerned that this could be a sign of things to come in our country….”

The news clip, manufactured by Sinclair Broadcast Group (SBGI,) which operates KRNV, features Kristine Frazao, who has three years national experience with Russian Television (RT,) and was hired in the past year by Sinclair. She tells the story of a Washington D.C. resident who violated local laws on ammunition ownership, and who had his ex-spouse tattle on him to law enforcement.

Convicted Mark Witaschek interview on Fox News and shown on Reno NBC affiliate (From KRNV newscast)

The clip starts with Mark Witaschek, explaining his surprise that he had committed a crime. The graphic with his name on-screen is a Fox News logo and banner, indicating the original source of the story. Frazao did not include an interview or statement from the law enforcement agency involved, nor does she offer any other examples of people charged or convicted of the law that Witaschek violated.

Instead Frazao interviews Emily J. Miller of the The Washington Times; who declares that Witaschek is a law-abiding citizen even though he has been convicted of violating the law in Washington D.C.:

“It’s just an outrageous violation of his rights.”

Miller continues and links this one case to a larger conspiracy without any proof:

“This is a pattern in Washington D.C. and states that are anti-gun, which is to go after the law-abiding who are exercising their Second Amendment Rights….”

Miller, is a Senior Editor for The Washington Times, which has an interesting history and has a strong conservative bias.

Founded by the Unification Church in 1982, The Washington Times was once lauded by Ronald Reagan as the only newspaper that told the truth to the American people. In 2002, Church Founder, Sun Myung Moon stated:

“The Washington Times is responsible to let the American people know about God” and “The Washington Times will become the instrument in spreading the truth about God to the world.”

In March of 2013, the Herring Broadcasting announced that it would team with Miller’s Washington Times newspaper to create One America News, a conservative cable news network to rival Fox News.

Frazao’s uses a source that is as biased as asking a Boston Red Sox fan to discuss the negative aspects of the New York Yankees. By using Miller as her primary source, Frazao betrayed any aspect of responsible investigative journalism.

The final 41 seconds of the news clip, which may or may not have been part of KRNV’s live broadcast¹, does include Emily Tisch Sussman, Campaign Director for the Center for American Progress. Sussman represents a liberal viewpoint; however, during that 41 seconds she is edited down to two sound bytes of four seconds and ten seconds. The rest of the time Frazao speaks for her in a voice over. Of the two sound bytes, it was difficult to determine what questions Sussman was responding to because the editing didn’t seem to match Frazao’s edited-in commentary.

This was at least the second time in one week where Sinclair Broadcast Group’s National Correspondent has presented a story that had an overt conservative bias (See article.)

NEXT: KRNV does it again. (Read article) TO BE PUBLISHED 7 APRIL 2014 at 6:00 AM

(¹I watched the live broadcast and I don’t remember the last 41 seconds that appears in the on-line clip of the ‘A’ Block. If it was included it would have put the broadcast 34 to 65 seconds longer than the two previous night’s broadcast, and 94 seconds longer than the next two weekday 6 PM broadcasts. At 41 seconds, Kristine Frazao seems to wrap up the piece, and the next 41 seconds could have easily been edited out for time on the original live broadcast.)

A Cup of Like

26 Wednesday Mar 2014

Posted by Paul Kiser in About Reno, Branding, Business, Customer Relations, Customer Service, Employee Retention, Ethics, Human Resources, Lessons of Life, Management Practices, Passionate People, Pride, Public Image, Public Relations, Re-Imagine!, Relationships, Respect, The Tipping Point, Tom Peters, Travel

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Airlines, Coffee, hotels, Lady Gaga, like, people, Starbucks, tea

Grande cup of Like

I don’t feel it’s appropriate for a business to ‘love’ its customers. Loving someone is a personal bond that shouldn’t be related to business, (unless you’re Lady Gaga, then you can love your ‘monsters.’)

However, I do feel strongly that a business should ‘like‘ its customers. When I go into a coffee house I can tell if they are serving drinks, or if they are offering a cup of like. Anyone can serve a drink, but serving like requires more than the mechanics of taking an order, knowing how much milk to put in a cup, and/or yelling, “I have a Venti Latte with two shots on the bar!”

My home Starbucks on 7th and Keystone in Reno, Nevada has ‘like’ down. They seem truly happy when a customer walks in the door. That doesn’t mean they don’t have their down days, but most of the time you will get more than your drink from the staff.

This is not what I experience when I travel. It’s easy to pick on airlines, because if there is one group of people who don’t ‘like’ their customers, it’s the air travel industry, but even finding hotel or restaurant staff that makes you feel liked has become harder and harder to do.

In fact, a business that likes their customer is so rare that a genuine friendly person stands out among the ugliness of customer service in most businesses. The opportunity to beat the competition is to simply like your customers.

The place to start is with management. Managers have to like their staff and like their job. If their not happy then how can the staff possibly be?

One more thought: In a world of Twitter, Facebook, and Yelp, how can any business not afford to like their customers?

Air Travel Teaches Us Not To Listen

24 Monday Mar 2014

Posted by Paul Kiser in Business, Communication, Customer Relations, Customer Service, Government, Government Regulation, Management Practices, Opinion, Politics, Public Image, Public Relations, Re-Imagine!, Taxes, Technology, Travel

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Airlines, airports, audio, FAA, Federal Aviation Administration, gate agents, gate announcements, PA, public address systems, public announcements

Zombies are real people forced to listen to airport/airline announcements

Airports and airlines are dedicated to teaching people how to not listen.

There are multiple studies, solid scientific research, on how humans respond to communication and how we best learn and retain information. Unfortunately, air travel offers the antithesis of everything we know about communication.

Outdated Audio Technology
Consider the airport. We have the technology for crystal clear sound in any announcement system. Visit a Disney property and you will hear clear announcements. Every word will be perfect with little or no distortion or hiss.

“Ladies and gentlemen, boys and girls…”
Disneyland announcement

If we can do it in Disneyland, solely for entertainment purposes, shouldn’t airports invest in the same quality of public announcement (PA) system when it involves matters of even greater importance? PA systems designed to go into ceiling tiles suck. Maybe it’s time we considered a system designed for the airport environment of 2014, not the office building of 1960.

Zoned Out
Every gate at an airport is a different audio zone, and yet few airports have designed PA systems for this environment. Because most airports have overlapping seating at every gate, passengers for one flight could be sitting in any of three gate areas or standing out in the concourse area just outside of the gate. Few airports seem to understand this geographic distribution. Some airports limit gate announcements to one gate area, resulting in flight announcements to be missed by those passengers not in that gate’s audio zone. Other airports group multiple gates into one zone, so that passengers four of five gates away are hearing boarding announcements for every flight in the area.

Over Communication
The greatest sin of airports is over communication. It seems that airports have a perverse need to create ongoing, excessive, annoying noise. Do these sound familiar?

Please keep your bags with you at all times. Unattended baggage may be confiscated and destroyed.

The Federal Aviation Administration allows you to carry up to three containers of liquids, aerosols, and gels. They must be in a clear plastic bag and removed from your luggage for inspection. Please check with your airline for more information.

Do not carry anything in for anyone else….

I have heard these announcements and many more like them while waiting in the gate area. The gate area within TSA’s secure zone. Anyone in this area has been through the security check point and they and their luggage has been searched and cleared. None of these announcements make sense in an area where everyone has been declared safe to board a plane. They are just noise.

At the gate you will also hear multiple announcements by the gate agent. If there is any training involved of gate agents on how to make PA announcements it would not be apparent from my experience in air travel. Recently, I was waiting for a flight in the Newark, New Jersey airport. The longest period I counted without an announcement was nine seconds. Between the meaningless airport general announcements and the multiple gate agent announcements the passengers were bombarded with endless noise.

The Solution
There is important information that passengers need before they board their flight; however, it is impossible for passengers to determine important announcements for the noise generated in an airport. The remedy involves the FAA, Airport Authorities, and the airlines to reevaluate the purpose of airline announcements…actually they need to assign a purpose to their communications.

Better equipment is a must, and better training on how to effectively communicate information over a PA system. Another possibility is to run all announcements through a centralized public address system where boarding announcements would be made by one trained person who filtered information and determined what audio zones would hear it.

There is another approach but it would involve a complete redesign of the concept of an airport. That’s not likely in an industry that took decades to determine that an iPod isn’t a threat to a plane’s avionics.

3rd From Sol

~ Learn from before. Live now. Look ahead.

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Air Travel Teaches Us Not To Listen