Category Archives: Marketing

Hot Tub “Make It Work Project” Video

24 Thursday May 2018

Posted by in Business, Communication, Customer Relations, Customer Service, Do It Yourself, Ethics, Honor, Life, Make It Work, Management Practices, Marketing, Nevada, Public Image, Public Relations, Recreation, Respect, selling, Technology, Water

≈ Leave a comment

Tags

, , , , , , , , , , , ,

Make It Work: Hot Tub Repair

With a background and a degree in theatre, as well as years of home projects, I often have encountered “make it work” situations. My experiences in electrical and plumbing have allowed me to undertake projects that I would have never attempted as a young man.

A “Make It Work” project is a significant repair or build that is not done by a professional, nor done with a major budget. It is a project that involves adaptation and usually requires resolving several issues that are not part of the standard procedure. 

I just completed a major repair on our hot tub (spa) and created a video that records the steps taken to replace several worn out key components. 

Balboa Water Group:  The Customer is the Enemy

The most significant challenge of this project was the anti-customer relations of the Balboa Water Group. Balboa was the company that made the controller that failed and the replacement. Their philosophy of support is to only deal with spa technicians and shun customers.

That philosophy is understandable as spa technicians require less interaction in troubleshooting a problem because of the technician’s familiarity with hot tubs. Customers require more explanation and are more time consuming. Because of the plumbing and electrical issues associated with a hot tub, most people rely on a professional technician to deal with any spa problems.

However, the customer is the person that actually purchases the product (one way or another) and the company should have some accountability to the customer. Balboa tech support is so anti-customer, the phone maze actually hangs up on the customer once the person identifies themselves as a customer, not a technician.

Fortunately, they will take emails from a customer, and tech support called me almost immediately after I sent an email, but the attitude of the support person was that I needed to hire a professional. He did give me enough information that I was able to know what to test, but he was elusive in giving me direct answers to my questions.

Their lack of cooperation and the confusing electrical design of the Balboa control board was responsible for about one-quarter of the time involved on this project. 

Ethics Wins…Always

15 Sunday Apr 2018

Posted by in All Rights Reserved, Business, Customer Relations, Customer Service, Discrimination, Donald Trump, Ethics, Gender Issues, Honor, Lessons of Life, Life, Management Practices, Marketing, Nevada, Politicians, Politics, Pride, Public Image, Public Relations, racism, Relationships, Religion, Reno, Respect, selling, The Tipping Point, United States, Women

≈ 2 Comments

Tags

, , , , ,

People who believe in a deity believe that there is a guiding force in our lives. Most people cling to the idea that, in the end, good will prevail. They want to know that whatever Judgment Day looks like, that ‘bad’ people will fail, and ‘good’ people will win. The need for a deity is secondary because what we really seek is the hope that ethical behavior will triumph over unethical behavior. And it does.

Ethical?: Price of Life for Diabetics

Ethics, Dual Harm Theory, and Time

When someone acts unethically it harms all parties. It, of course, harms the victim(s) of the unethical act, but it also harms the party responsible for the act. Neither of the parties may realize the harm caused at the time of the act. The victim(s) may take years to realize the offense committed. The party responsible may actually have a feeling of pleasure in committing the act. If an unethical act were obvious to the victim(s) and unpleasurable to the perpetrator, we wouldn’t have unethical acts.

But over time, the victim(s) will realize the harm and it will form a negative feeling or reaction that person or party. That negative feeling will become the foundation of the relationship between the two parties and will only be undone by multiple acts of contrition by the perpetrator.

As for the perpetrator, it may take much longer for their feeling of pleasure to spoil. They may even develop a lifestyle based on repeating the unethical behavior, but eventually, they will experience negative repercussions from their unethical acts.

Reaping What They Sow

The first impact of unethical behavior on a perpetrator is mistrust and anger from the victim(s.) This essentially defeats any opportunity for a positive relationship as the betrayal of the perpetrator will determine the relationship.

CASE STUDY:  A service department representative at a car dealership gives an estimate of $725 for routine maintenance on a car purchased from them, new, three years prior. When questioned, he offers two other options for lesser maintenance at $600 and $450. The routine maintenance would cost less than $150 anywhere else.

The perpetrator may also become involved in reactions from the victim(s) and/or people who are sympathetic to the victim(s.) Revenge is only one of the possible reactions, as the perpetrator will have people they didn’t even know harbor ill-will toward them. There is no limit to the damage caused by unethical behavior. 

Over time, the perpetrator is tainted with the unethical behavior, and all other actions are viewed in light of the previous behavior. Eventually, the perpetrator may realize the offensive nature of the behavior and face an internal conflict of self-loathing compensated with a delusional sense of ego. 

Support of Enablers

Some perpetrators of unethical behavior are reinforced by an enabler or enablers. These people prop up the unethical behavior and act as cheerleaders for the perpetrator, while vicariously enjoying the acts of unethical behavior.

The problem for enablers is that a person who is routinely unethical will likely be unethical at some point with the enabler. This eventually leads to enablers to have a limited lifespan of supporting the unethical person.

CASE STUDY:  Donald Trump has had 30 notable members of his staff resign or be fired in less than 30 months after being elected President. Most of these people were enthusiastic supporters of Trump. Some of them were let go with little or no notice. In at least one case, the victim learned through a Trump tweet that he was no longer in the position. 

Ethical Behavior Builds, Not Destroys

The destruction of unethical behavior is punished over time; however, ethical behavior is rewarded over time. Ethical people tend to be trusted, build lasting relationships, enjoy life more, and have a positive outlook. There is a perverse immediate pleasure that can come from fooling another person into doing something that is not in their interest. That feeling is temporary. Lasting satisfaction comes from doing the correct thing, even when there are other options.

My First and Final (gulp) Imaginary Interview With Terry Gross

05 Thursday Apr 2018

Posted by in Aging, All Rights Reserved, Communication, Entertainment, Fiction, Journalism, Life, Marketing, Nevada, Passionate People, Random, Traditional Media, United States, Women

≈ Leave a comment

Tags

, , , , , , ,

[NOTE:  5 April 2038. This imaginary interview with Fresh Air’s host Terry Gross took place in the cafeteria at the National Public Radio (NPR) Senior Care Facility in Washington, D.C., about five blocks from the NPR headquarters.]

Terry Gross WHYY

Fresh Air’s Terry Gross, 1987

Interview with Terry Gross:  Part I

Me:  This is a special guest-host edition of Fresh Air. My guest today is Terry Gross. She has been on radio for 65 years. For over six decades she has been the host of this weekday interview show produced by WHYY in Philadelphia and aired across the nation through National Public Radio stations. She has a degree in English, and a Masters degree in Communication. Among her many honors are a Peabody Award, an Edward R. Murrow Award, a Columbia Journalism Award, a 2015 National Humanities Award, and in 2012 she was inducted into the Radio Hall of Fame. Terry, thank you for allowing me the honor of guest hosting your show, and the honor of interviewing you.

Terry:  You’re welcome.

Me:  You have had a front row seat to the some of the most influential and creative people for over sixty years. Does it ever become boring?

Terry:  Not usually. There is a routine we follow, but each interview is a potential Pandora’s box. We never know what we’ll find until we start talking to the guest. It keeps things edgy.

 Me:  You could have retired decades ago. What has kept you going?

Terry:  A lack of a retirement program. It’s public radio, not “Who Wants To Be A Millionaire.”

[Me:  Pause.]

Me:  So you keep working for a paycheck?

Terry:  Not a paycheck. I get to stay here. Woo-hoo.

Me:  I should tell our listeners, that by ‘here’ you mean the NPR Senior Care Facility.

Terry:  Again, woo-hoo. Look over there. That’s Steve Inskeep eating his oatmeal. They still wheel him over to NPR six days a week.

Me:  To record NPR’s Morning Edition.

Terry:  And to clean the bathrooms…and he’s talking to Cokie Roberts. She’s probably explaining to Steve once again why he can’t have prunes in his oatmeal and prune juice. Here, you get one or the other, not both. That man at that table is Kai Ryssdal. He’s so hot. Oh, and over by the coffee machine is Don Gonyea….oh, wait, he’s trying to snort the artificial sweetener again. Excuse me.

Interview with Terry Gross:  Part II

Me:  We’re back talking to the host of Fresh Air, Terry Gross. Is Don okay?

Terry: He’ll be fine. We’ve told them that they can’t keep the artificial sweetener by the coffee. He finds them every time. Now, where were we?

Me:  I think we were talking about your amazing history on the radio. You have connections to generations of well-known people. How do you keep finding the next ‘Tom Hanks.’

Terry:  It’s not that difficult. After so many years, people come to you. You can usually tell they want to be on the show when they start inviting you to their parties.

Me:  But isn’t it exhausting to come up with high-quality interviews every weekday?

Terry:  Not really. We get at least two shows after each interview.

Me:  You mean re-airing the interview with the person releases a new book or movie?

Terry:  Yes, that, and when they die. We discovered long ago that the interview has a bigger audience just after they die.

Me:  Does that make an original interview less meaningful knowing that it will have a smaller audience, than after the person dies?

Terry:  Of course. But it means my show is easy the day after they’ve died. A little intro. A few edits. Bingo, new show. We call the first interview premorties and the final broadcast postmorties. Premorties is the salad, Postmorties is the entree and dessert.

Me:  Uhm…I see. Lately, it seems that most of your shows are postmorties.

Terry:  Yes. We’ve changed our strategy in the last few years. Now we do the interview just for the postmorties. We interview, he or she dies, we broadcast.

Me:  But what about days when no one significant has died?

Terry:  We have a guy.

Me:  What do you mean?

Terry:  Have you ever noticed that a celebrity dies almost every day except Fridays and Saturdays?

[Me:  Choking a little.]

Me:  You don’t…

Terry: Yes, we do.

Me:  So this interview…

Terry:  You’re a postmortie. You didn’t really think you were important enough for me to have on my show.

Me:  I’m going to …die?

Terry:  Spectacularly. It will be a self-driving car hit by California’s high-speed train. We’re trying to get a Tesla, but they’re really hard to find. Jay Leno used to have one, but it caught on fire. I was hoping we could have you also hit by that Tesla Roadster SpaceX launched twenty years ago, but they said the orbit was all wrong.

Me: oh…that would have been nice…I guess. I think I should head home now.

Terry:  Sure, but be careful. Don’t do anything dangerous before Tuesday.

Me:  okay.

SpaceX 2018 Launch Schedule Is PR Gold or PR Nightmare

28 Wednesday Feb 2018

Posted by in Business, Customer Relations, Customer Service, Exploration, Falcon Heavy, Marketing, Milestone, NASA, Pride, Public Image, Public Relations, Science, Space, SpaceX, Technology, United States, US History, US Space Program

≈ Leave a comment

Tags

, , , , , , , , , , , , , ,

SpaceX is dependent on its reputation of success and reliability. There is no room in SpaceX’s 2018 launch schedule for major failures. The successful launch of the Falcon Heavy with a Tesla Roadster as the payload has repaired the long delays of the program, but in the business of space, you’re only as good as your last mission.

SpaceX’s Starman in Earth orbit

SpaceX’s reputation will be determined by the successful implementation of three critical elements of their program. Failure of any of the three elements and SpaceX could be facing a public relations (PR) nightmare; however, success will prove Elon Musk’s lofty visions for the company might be more than just talk.

SpaceX Must Do No. 1 – Consistency in Payload Delivery

The Falcon 9 program has moved out of the novice phase and into the professional phase. The question remains as to whether or not SpaceX can consistently put payloads into orbit.

Landing the booster after these launches dazzles the public, but has no impact on the effectiveness or cost efficiency of the program. Most of the boosters are the previous Block 3 or 4 versions and will not be reused. There is an issue with the booster landings. How long will paying customers accept SpaceX’s waste of resources on the ‘reusable’ PR parlor trick?

The other issue cropping up is the reliability of the fairing on the nose of the rocket. There are persistent issues with the fairing and while SpaceX absolved themselves of the loss of the super secret Zuma satellite, questions still remain as to the role of the fairing release after launch. 

SpaceX Must Do No. 2 – Prove Falcon Heavy is Reliable

The inaugural launch of the Falcon Heavy was a spectacular success for SpaceX. The PR kudos continue to pour in with every new sighting by astronomers as the alternate human, Starman, drives his Tesla out further in the solar system.

All that could be lost if the next two 2018 scheduled launches of the Falcon Heavy experience problems. Failed launches of the Heavy would erase much of the PR boost of the first launch and call back into question the wisdom of a 27-engine booster. SpaceX has to duplicate the home run first launch at least twice more before customers will feel warm and fuzzy about the Falcon Heavy.

SpaceX Must Do No. 3 – Success of the F9 Block 5 Version 

Block 5 is the final version of the Falcon 9 booster and it goes into service in 2018. It is the booster that will be rated for human spaceflight and much of SpaceX’s future as a commercial space program depends on proving it answers all the concerns of the four previous versions.

NASA is requiring seven successful booster flights of the Block 5 version of Falcon 9 before it will be rated for humans. That means SpaceX has to successfully launch the same version of the booster, without significant redesigns, seven times.

SpaceX has scheduled the maiden and second flight of the Block 5 version for April. It then has to fit five more successful flights between May and November. Once achieved, SpaceX can be approved to send astronauts up on the Block 5 booster in December of this year.

2018 A Year of Glory or Humiliation

Elon Musk has a reputation for promising more than he can deliver. He is a master of overconfidence but now results matter. He knows how to carefully craft a situation to amaze the public.

The Falcon Heavy launch was one of those moments. When they see the video of Starman orbiting Earth in a shiny red Tesla with the top down, people don’t remember that the Falcon Heavy was supposed to be ready in 2013. When they see the first stage of a rocket magically land on the pad, people don’t care that the booster was never going to be reused again.

2018 isn’t going to be a time when showmanship is going to cover up glaring issues. If there are problems meeting this year’s critical goals, people will see the man behind the curtain.

However, if SpaceX manages to achieve these milestones with minimal problems, SpaceX will be the shining star of space exploration.

My Imaginary Interview with Marketplace’s Kai Ryssdal

27 Tuesday Feb 2018

Posted by in Business, Economy, Entertainment, Ethics, Journalism, Marketing, Passionate People, Politicians, Politics, Public Image, Public Relations, Stock Market, Taxes, Technology, Traditional Media, Writing

≈ Leave a comment

Tags

, , , , , ,

Me:  He’s a man who is all business when it comes to business. Kai Ryssdal is the voice of Marketplace, and for the unenlightened, it is a half-hour business news radio show produced and distributed by American Public Media on public radio stations five days a week all over this country. He has been in his current role for 13 years. A graduate of Emery University, then eight years in the Navy, a Navy pilot, worked in the Pentagon, MA from Georgetown, U.S. Foreign Service in Canada and China, even a stint with California Public Radio…tell me, sir, you are a Renaissance Man are you not?

Radio host Kai Ryssdal

Kai Ryssdal: Host of Marketplace

Kai:  I’ve done some things, but I’m not sure what the test is for qualifying as a Renaissance Man.

Me:  Fair enough. Since you’ve been in the big chair at Marketplace the show has won some awards. Edward R. Murrow Prize, an Emmy, awards from radio news directors, and some 12 million listeners. What defines the success of your show?

Kai:  What defines the success of the show?

Me:  When people say Marketplace is a great show because….

Kai:  What we do, or at least is our goal, is to make the issue understandable. If we can’t get someone in her or his car listening to our show to have an a-ha moment on the topic we are discussing, we’ve missed the mark.

Me:  You’ve said the term ‘Marketplacey’ in other interviews. You’ve described it, I believe, as a type of rhythm, a style that is unique that defines the show. Why does it work?

Kai:  I’m not sure I can answer that question. I can tell you that I think it is a style that expresses a serious, but relaxed treatment of the subject matter. It’s not too formal, nor too casual. We try to keep out the political agenda and focus on what is the structure of the problem.

Me:  Might some say you trim down the problem too much? Interviews on Marketplace tend to be short and include the view of only one person, correct?

Kai:  We try to do a mix of viewpoints, but we don’t try to do the point/counterpoint interviews. We try to break issues down into small components and cover them in several segments.

Me:  Is it investigative reporting?

Kai:  Not in the sense that we are digging up a secret and exposing it to the world. Our mission is more to educate and illuminate, not uncover.

Me:  But doesn’t that mean you control the process?

Kai:  I’m not sure I understand your point.

Me:  Do you decide what people learn about an issue? Do you shape the issue for the listener?

Kai:  Not with a nefarious intent, but we do clear away the clutter of the issue so a person with little or no experience in the subject can understand the details of the problem.

Me:  Okay, we’ll have to leave this here. Kai, thank you for your time.

Kai:  Thank you.

McDonald’s Shake Machines Legendary Unreliability

17 Saturday Feb 2018

Posted by in About Reno, Branding, Business, Customer Relations, Customer Service, Employee Retention, Lessons of Life, Management Practices, Marketing, Pride, Public Image, Public Relations, review, selling, Technology

≈ Leave a comment

Tags

, , , , , , , , , , , , ,

It may be just me, but something seems to be amiss with McDonald’s shake and ice cream machines. My experience tells me it’s a 50-50 chance the machine will not be working when I order a shake. Guess what? It’s not just me.

The six McDonald’s I visited in Reno, NV, USA

Apparently, the reliability, or lack thereof, of McDonald’s shake machines and ice cream machines are legendary in the fast food world. It’s so bad that last year McDonald’s corporate folks announced they were replacing the ice cream machine in every store.

Shaky Reputation For McD’s Milkshakes

An online search found multiple responses to questions about McDonald’s shake machines. On Reddit, one person asked:

McDonald’s employees: why is the milkshake machine always out of order?

Response from an alleged McDonald’s employee was:

This machine is incredibly hard to keep up and running if you have no idea what you are doing. It turns off automatically around 11 pm. It turns back on in the morning about 4 am. …Once a month it will turn off for it to be cleaned… someone must completely take it apart to clean it. If it is put back together improperly or not clean enough it will shut off after about an hour and you must clean it again. 

Former McDonalds Shift Manager

On Quora the responses to a similar question were:

Even for machines that produce products like the McFlurry, the cleaning and maintenance required is such that it is easily among the most hated tasks to be performed… a milkshake or McFlurry is a product that is usually made by the cashier. … Each McFlurry represents an added task… any request for that item represents added work for the employee with no benefit to accomplishing any of their main tasks faster… there is little downside to simply not providing this service when at all possible. 

Former McDonald’s Employee

1. Laziness…
2. The cleaning process…
3. …complicated piece of machinery…

Current McDonald’s Employee

McDonald's Shaking Up It's Shake Machine?

The New Shake Machine? At least this one was working.

McD’s in Reno, Nevada

I made nine visits to six McDonald’s restaurants in the Reno, Nevada area this week. All occurred in the afternoon to early evening. I had four instances where the shake machine was out of order; however, in one instance they said it would be ready in a few minutes, and we (my son was with me) scored our first Shamrock Shake of the season at that location.

The three other times that the shake machine was out of order all occurred at one restaurant on three consecutive days. Five other McDonald’s had working shake machines. 

Will It Be Hunting Season For the Shamrock Shake?

With the famous Shamrock Shake season coming up, will it be hunting season for those who are seeking the elusive green treat? Probably not. If the one problem location is removed from my unscientific survey, the shake machines at most of the McDonald’s restaurants could be considered reliable during peak hours.

It also seems that based on the comments of past employees, the reliability of the shake machine might be more a question of the quality of the employees and their management. I will certainly be cautious of McDonald’s locations that seem to have shake machine issues because it is likely that their problems are not isolated bad machine maintenance.

Forget Stock Market & Bitcoin, Invest in Mendadent Toothpaste

12 Monday Feb 2018

Posted by in Aging, Branding, Business, Customer Relations, Customer Service, Generational, habits, Health, Lessons of Life, Marketing, Pride, Random

≈ Leave a comment

Tags

, , , , , , , , , , ,

Those who like to invest in non-existent products might want to rethink his or her strategy considering last week’s mini-stock market crash…uhm, correction. The stock market single week 2,000 plus point losses and Bitcoins $6,000 plus single-month losses left investors with a lot less value in a very short time. Time to think toothpaste.

That’s correct, if a person wants to invest in something of increasing value, try toothpaste. Specifically, Mentadent toothpaste.

Amazon Ad

Only $89..99 for a two pack refill of Mentadent toothpaste!

Supply and Demand of Toothpaste

This price is real. Mentadent on Amazon.com is currently selling at $89.99/two pack refills. The reality is that this is the last of the line for Mentadent. They discontinued production of the toothpaste last year and now the last remaining packages are selling at a premium price.

Unfortunately, this price is probably the maximum price of Mentadent on the market. It has a limited shelf life and soon any remaining unsold product will be worthless after its expiration date has passed.

End of a Personal Era

I discovered this ‘investment’ when I was trying to order more for my personal use. When I met my spouse she was using Mentadent because she didn’t like half crumpled tubes of toothpaste sitting on the bathroom sink. I liked the taste of Mentadent and gave up the product I’d been using.

That was 23 years ago. My adoption of Mentadent was driven by my aversion squeeze tubes and to the limited choices on the market. I had always hated Colgate, and I had used Crest or Aim most of my life. The switch to Mentadent felt like ‘sticking it to the Man.’

It has been harder to find Mentadent in the last few years as some retail stores stopped stocking it, but somehow I always managed to locate a new source. Now I have reached the end the Mentadent rope. I have to switch toothpaste. Back to ugly and awkward squeeze tubes.

Damn.

[COUNT TO 500:  501st Article in PAULx]