Category Archives: selling

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

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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

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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.

Tax Breaks Don’t Work When Everyone is Giving Them

02 Monday Apr 2018

Posted by in About Reno, Business, Conservatives, Donald Trump, Economy, Ethics, Government, Government Regulation, jobs, labor, Lessons of Life, Management Practices, Nevada, Panama, Politicians, Politics, Real Estate, Reno, selling, Taxes, Travel, United States, US History

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The United States of America has a tax problem. We have too many local and state governments using ‘fire-sale’ tactics to attract business through tax breaks. It is a problem caused by conservatives. They have created the myth that taxes hurt business so lower taxes will increase business. The irony is that the strategy that conservatives inflict on government is a strategy that they would laugh at in the business world.

Panama’s strategy of low or no taxes brings in the wrong business

What’s Bad For Business is Bad For Government

When a business puts their products on sale, they do so with the expectation that it will increase business and volume will make up for the lower price. If the sale price is too low the business loses money. In addition, the customer might think there is something wrong with the product when the price is too low. If a company’s competitors match or beat the sale price, everyone loses except the customer. It is not good business.

The same is true for governments. Tax breaks reduce revenue for the maintenance and improvement of local communities. When tax breaks are overused, the community suffers from the lost revenue. The myth is that less tax revenue is more money for everyone only works if the tax break has no significant impact on the quality of the government. In addition, if competing governments are giving the same or better tax breaks the strategy fails for everyone.

In Nevada, the State has no income tax, no inventory tax, no corporate tax, and no capital gains tax. When the state or local government gives a tax break to a business, it is automatically a net loss for the community. Any business moving to Nevada is already coming for the low tax rate and any other break is just giving away money.

Panama’s What Not To Do

Panama has about the same population of Oklahoma. That is not a lot of people for tax revenue purposes. In 1994, Panama passed a law that basically gave a tax break to a property owner for 20 years. It was more complicated than that, but it attracted a lot of foreign investors. What happened?

It attracted people of modest wealth that were looking for only for the tax break. The jobs created were minimal, but it dramatically increased the value of land and property. Citizens of Panama suddenly found that home prices skyrocketed and because many were living as tenants, they had to move when the landlord sold the property for more money.

The end result was no one benefited from the tax strategy but wealthy developers.

Tax Breaks Always Fail

The reality is that tax breaks always fail. Despite thousands of tax breaks being given by local and state governments every year, there is no evidence that they actually have a positive impact on the citizens of the community. Tax breaks for companies don’t create more jobs, increase worker pay, or improve a dying economy. They make rich people richer.

Trump’s Trade Deficit Talk Proves Lack of Knowledge

07 Wednesday Mar 2018

Posted by in All Rights Reserved, Business, Donald Trump, Economy, Education, Ethics, Generational, Government, Government Regulation, History, jobs, labor, Management Practices, Nevada, Politicians, Politics, Public Image, racism, Relationships, Russian influence, selling, Stock Market, Taxes, Technology, Trade deficit, United States, US History

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Trade deficits are bad. Everyone knows a trade deficit is bad. So when a person goes to a store and buys a product they have a trade deficit with that store. That’s bad, correct? They have the product that has value but they don’t have the money. The person has less money and the store has more. That is a trade deficit. So why don’t we build, mine, and/or grow everything so we don’t have a trade deficit?

Tariffs and Trade Wars Kill an Economy

Kai Ryssdal of American Public Media’s (APM) Marketplace had Ryan Kailath explain this on Tuesday using a sandwich shop. The point he made with his report was that we don’t ‘lose’ money in a trade deficit. It’s a point that Mr. “Art of the Deal” Donald Trump should understand, but his words and actions indicate he that he doesn’t understand the basics of international trade.

Trade Deficit:  It’s Not Just About Jobs

Many people focus on jobs when discussing the trade deficit. When other countries make stuff that we buy they create jobs for people in their country. It’s easy to argue that when they have the jobs, we don’t. That’s not necessarily true, nor relevant.

We are the 362.874 kg gorilla in the room when it comes to buying goods. We don’t need menial jobs that pay low wages in this country. We have spent a lot of money to educate people so they don’t have to work menial jobs for low wages. We need jobs that challenge workers and the pay living wages.

Buying inexpensive materials and goods from other countries we put those types of jobs there and have the products to use and raw materials for final manufacturing at a lower cost than if we did the work in this country. We save money and resell those products at a profit, but lower cost.

We create jobs in the secondary outcome of trading with other countries. That system may create a trade deficit, but that is a good thing. Trade deficits mean that a country is saving money because let’s face it, why would a company pay for a product that they could build here for less cost?

Managing a Trade Deficit

Protectionists believe that the United States is the center of the universe. They want to create a trade war with other countries because they believe our country doesn’t need them. It is driven by a racist point of view. Protectionists believe that our economy would be perfect if we didn’t interact with any other country. It is a childish mentality that is fatal in an adult world.

A trade war using taxes and tariffs to prevent trade doesn’t create jobs in the United States. A trade war makes businesses import products at a higher cost and makes other countries angry. A trade war is akin to telling your local grocer that you are going to charge them to allow you to buy food.

Trump is about to ignite a fuse that will blow our country up. The “Art of the Deal” guy isn’t artistic, and he’s giving our country a bad deal.

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

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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.