Poor Customer Service Award!  VONS & Safeway.  So I am not one that has ever ordered online, but currently in Las Vegas working on a project and will be for a few months, and with no grocery store nearby, I ordered from VONS (Safeway).  What a disaster.  First there was a scheduling problem, then they finally show up, and the first thing the driver says is “I got all you ordered except the chicken!  Now it was hard enough ordering from a supermarket without looking at the fruits and vegetables, but WOW, how does a grocery store run out of chicken?  And why wouldn’t they call or email to tell me so maybe i could have selected something they did have?  Then they send an email:  “How did we do?”.  So I responded with this was a terrible customer experience.  Standard auto response, then a “we’ll check it out’.  Then I get a customer survey asking “how did we do” –I responded indicating “your service was awful”.   Then they send an email which basically said “we have a sophisticated computer system to fill orders — and we sometimes do not have things in stock.  I write back asking for this to be escalated — still no response, but they did offer 8 bananas for free with my next order.  What is wrong with this company????  Whoever is in charge of customer service might want to look for another job. So VONS/ Safeway – you are the recipient on this months POOR CUSTOMER SERVICE AWARD. Wishing you the ability to get your act together before more people give up on this online grocery order thing.  You have made it possible for many of my friends and contacts to be warned not to bother. After a week of emails & #customerservice surveys, #VONS / #Safeway still have not called or tried to fix their poor customer experience. #poorcustomerservice #vons   #poorcustomerservice   #vons   #safeway   #customerservice   #onlinegrocery   #onlinegroceryshopping #vonspoorcustomerservicevonssafewaycustomerserviceonlinegroceryonlinegroceryshopping

Pat Summitt is one of those people, that even though I am not into sports, I’, facinated by some of the stories about her coaching.  This article from NYT written by Karen Crouse ——————- January 24, 2009, 2:49 pm Pat Summitt Uses Psychology, but With Some Fizz By Karen Crouse KNOXVILLE, Tenn. — To players who express an interest in becoming a basketball coach, Tennessee’s Pat Summitt offers a simple piece of advice: major in psychology. “I wish I had,” she said last week. “Because you’re always trying to figure out the best way to motivate each individual.” Despite having no formal training in the science of human behavior, Summitt has become a master motivator through 35 years of practical experience. The way she recruited Candace Parker provided a window into her genius. Summitt said that Parker, a schoolgirl legend in Chicago, was initially interested in attending Tennessee, but that as the official signing period approached, her enthusiasm waned. “Candace seems confused,” Summitt recalled thinking. “Something has colored her thinking.” The day before Summitt was to fly to Chicago for her formal home visit, an idea popped into her head. She dropped two packets of cherry-flavored Alka-Seltzer tablets into her purse. When she met the family, Summitt asked Parker what had happened to cloud her thinking on Tennessee. Parker hemmed and hawed and finally shrugged. She said she did not know. Summitt excused herself, disappeared into the Parkers’ kitchen and returned with a clear glass filled with water. She dropped the Alka-Seltzer into the glass, turning the water red and fizzy. “What are you doing, Coach?” a wide-eyed Parker asked. “Just look at that,” Summitt said. “The water was clear. Now something has colored it. Candace, Tennessee has always been very clear to you. Now something or someone has colored your thinking.” Parker said, “Coach, that’s pretty awesome.” The rest, as they say, is history. In the three seasons Parker played before the Los Angeles Sparks drafted her No. 1 in the 2008 W.N.B.A. draft, the Lady Volunteers compiled a record of 101-10 and won their seventh and eighth N.C.A.A. championships.

June 07 Rome restaurant Osteria/Trattoria dal Cav. Gino Vicolo Rosini, 4 (off Via de Campo Marzio) Rome 6873434 So, here are the facts from my visit. I was in Rome for only a day. This special restaurant was recommended by a wine merchant after I did some business with him. I ate lunch and went back for dinner. If you go, I hope you enjoy as much as I did. Restaurant has been around since 1900, owned by 2 families. Gino took over in 1963. His son, Fabritzo, took over in 1984. They are closed sun and festivalles. The owner of the wine store recommended it to me. There are 15 tables, seats about 45. Fabrazio’s sister works there too. Gino is from Abruzzo and mama is from Lazio. Believe in history and good food – not atmosphere. —————————— Gino in vicolo Rosini Vicolo Rosini 4 Tucked away in a hard to find lane off piazza del Parlamento, this neighborhood osteria champions much of the lighter side of the local tradition in dishes like tonnarelli alla ciociara (pasta with mushrooms and tomatoes), and pasta and chickpeas in ray sauce; desserts include a classic and excellent tiramisù. (Source: Time Out Rome Shortlist Guide 2007)

A lot to catch up on.  Since joining Facebook, it becomes harder to allocate additional time to blogging. It’s kind of like the "I don’t understand how you can play golf and run a company thing" (smile). A lot of things going on.  A few things to note follow this post.

It is amazing how many companies spend millions building a brand on advertising and hiring great employees, but fail miserably in customer care. United is my poster child of the week for bad customer service. I have been flying several times a month. Used to use Continental Air almost exclusively, but since the merger with United, I have not been so loyal. In fact, every time there is a problem, I have to go through hell to get something fixed or fees waived. Earlier this week, I was flying to Reno for an art installation we are working on. I received an email at 8:45 saying flight onetime so I left for SFO for an important meeting with a supporter of the Life Cube. As we get close the the airport less than 15 minuted later, I receive an email your flight is cancelled. This was not weather related, it was because of a problem with the crew. Costs? Let’s see – 1 – Aggravation and Panic; 2 – Car to SFO; 3 – Missed meeting; 4 – Waking wife in NY to try and help (I do not have a smart phone and so at midnight had to get her online to help); 5 – Car to San Jose to get a different flight; 6 – sleepless night getting in to Reno late; 7 – long next day when I was booked back to back speaking with kids. But I digress. The fact is companies spend so much building brands and fail to realize how quick customer loyalty impacts that brand. How many people do I share that story with – The next time I am given a choice, what do I think about United? If you are going to outsource – have a way to escalate a problem. Do not let your customers feel like you do not care — and get t=rid of the script that says — I can only charge you — but you can email customer care. #unitedair #callcenters #customerservice #badcustomerservice #outsourcing #continentalair #customerexperience #callcenters #continentalair #customerservice #ManillaCallCenters #PhilippinesCallcenter #outsourcing #customerservice #unitedairlines #airlinemergers #badcustomerservice #badcustomerexperience #callcenters #unitedair

You know those things were you have to  type in the letters to register for a site.  It is a requirement to prevent automated registrations.  Well, this weekend I came across one that simply asked 2 + 3 = blank.  I loved it.  Did not have to try and figure out was the an I or and L, or was that an E or and A.  Duh!  Congrats on whoever launched that tech wizardry.

Attention Cube-ists! The Life Cube Project comes to Reno! So happy to announce that the Life Cube Project is coming to the Reno Sculpture Fest on May 8, 9, and 10, 2015!!  The first photo of part of the metal wall people will tie their wish-tags. The Cube we’re designing for Reno will have a metal frame and feature write-boards, plexi-glass panels etched with geometric designs, collaborative tapestry walls, and murals. I will be speaking to kids at local schools, and gifting 1×1 foot canvas panels for the tapestry walls to local artists. Can you help? We need carpenters, painters, photographers, muralists, videographers, lighting assistants, musicians and DJs. We would love to have people to teach yoga, help with distribution of canvas to artists, and bake muffins for the volunteers! We need someone to take charge of assembling the tapestry wall during the festival. And we need lots of Cube-ists to hand out wish-sticks and share the great energy and the welcoming spirit that is our hallmark and the foundation of everything we do.  Check out the video rendering on youtube. https://www.youtube.com/watch?v=D_6FxS0XIOU&feature=youtu.be http://www.renosculpturefest.org/ ‪#‎lifecube‬ ‪#‎renosculpturefest‬ ‪#‎lifecubeproject‬ #art #thelifecubeproject #renoart #renosculpturefest #artburningman #lifecube

On the fit2climb site — John Colver mentions the Fire & Police World Games.  I posted the following comment. So, if the Fire & Police World Games is "called The Toughest Competitor Alive and designed to test endurance, strength, speed, agility, and above all, mental toughness" – then why is it limited to only "full-time publicly employed Law Enforcement Officer or Firefighter"? I’m sure I would not be in the shape and condition to win, but I would be willing to have given it a try. When i was a kid – many years ago, Xerox hosted a fitness challenge, open to all. It included obstacle course, rope climbs, and other tests of strength, endurance, and speed. If you or anyone knows of a similar program – please let me know. See you in Seattle for climb to Mt Rainer in August. Scott Cohen redtiemedia@gmail.com

Sony sent a customer service survey — I was not a happy customer and wanted them to know.  SONY CUSTOMER SERVICE IS TERRIBLE. Some Questions – On scale 0 to 10. 1. Based on your recent experience with Sony Support, how likely are you to purchase Sony electronics products in the future? Answer: 0, Definitely NOT Based on your recent experience with Sony Support, how likely are you to recommend Sony for electronics products to family, friends or others? Answer: 0, Definitely NOT How would you rate your overall experience with Sony’s Telephone Customer Support, Please select one, with 10 meaning most satisfied Answer: 0, Very Dissatisfied How effective was our interactive phone menu in directing your call to a skilled agent? Please select one, with 10 meaning most effective Answer: 0, Very Ineffective Did you speak with more than one agent? Answer: Yes How many agents did you speak to? Answer: More than 4 Please rate the performance of the last agent you spoke with in each of the following areas: Please select one, with 10 meaning excellent Knowledge – POOR Courtesy – POOR Responsiveness – POOR Was the agent able to provide you the information you needed regarding the repair of your Sony product? – Answer: NO Outsourcing customer service with no path to escalate is a bad practice. Having been responsible for Client Services, this is not only unacceptable, but a road to failure. Somehow, the management or SONY needs to hear and get this fixed, otherwise, it will be too late. They spend millions to build brand and drive sales, and with a poor customer service experience, they can lose it all. Years ago, I was looking at cars. When a salesperson went to get the car, the mechanic in the shop asked if we were looking at a Ford Exporer. We said yes, and he told us that they were really not so good. We left — maybe he was having a bad day…but lost sale in a minute. Message to SONY — Listen, make changes, or you will lose all the brand and good will you have worked so hard to build.

http://static.twitter.com/flash/widgets/profile/TwitterWidget.swf

Greetings and good news, friends! We finished the Life Cube campaign on IndieGoGO, raising over $19,000 (far exceeding our goal of $15,000!!) this year from more than 200 donors. Every dollar will help offset costs of lumber, lights, tools, tickets, generators, fuel, trucks and transportation, and all sorts of other expenses we incur to construct and burn the Cube this year. We’re all so grateful for your ideas, donations and support. I’m amazed at the impact this project has had, and continues to have on those who participate. You can be proud that your donation has joined with others to turn a dream into reality. NOTE to Burners: The Life Cube will be located at 3:05 and 1,500 feet from the Man and will burn Friday, Aug 30 at 10PM. Please send your goals and wishes to thelifecube@gmail.com and I will deposit them into The Life Cube at Burning Man myself, or you can send them via postal mail to: skeeter Artist, The Life Cube Burning Man Camp Titicaca 4:20/Commerce C/O BRCPO Burning Man Gerlach, NV 89412 You have no idea of how meaningful your support has been to me, and to the entire Life Cube team. With huge appreciation, Love, scotte (skeeter on the playa) #indiegogo #art #burningmanart #TheLifeCube #thelifecubeprojectlifecubeproject #ENVISIONTheLifeCube #Cubelifecubelifecubeprojectlifecubelifecubeproject #BM2013 #thelifecubeartprojectatburningman #lifecubeproject #lifecubeproject #wishcube #skeeter #artartatburningmanartatburningmanbm2011bm2012BM2012BurningManburningman2011BurningMan2011artburningman2012burningmanartburningmanburningmanlifecubeskeeterTheLifeCubeThe #cargocult #blackrockcity #lifecube #artburningman #fundraising #lifecube #scottcohen #artatburningman #TheLifeCube #BurningMan

My friend Kim G posted this video (Centraal Station Antwerpen gaat uit zijn dak!) on Facebook. See how more than 200 dancers will be shaking up the station at the sound of the Sound of Music! Imagine if you could pull this off in Grand Central Station in NYC. Antwerp Central goes wild! This is a really good energy video. Antwerpen Centraal gaat uit zijn dak want Op zoek naar Maria komt er aan! Bekijk hier hoe meer dan 200 dansers en danseressen het station op zijn kop zetten op het klanken van de Sound of Music! #redtiemedia #Belgium #TheSoundofMusic #Facebook #NewYorkCity #dance #Kim #AntwerpenCentraalrailwaystation #GrandCentralTerminal #Antwerp