An argument for empowering your employees

My car was due for an oil change, so I took it over to Jiffy Lube.  This is one of those businesses that’s a hit or miss experience depending on how busy they are, who runs it, etc.  For example I took my car to the on in Burlington, MA once and it took over THREE HOURS.

The one here in town isn’t necessarily consistent either, but it’s not typically out and out bad.    So when I pulled in and found only one person ahead of me, I figured I was looking at maybe 30 minutes.    I swear I was out in 12 once, so I was optimistic.

Well, the folks working on the other customer’s car managed to damage his transmission oil filter, and mucked it up bad enough they had to send a runner to the dealer for a part.

“Wow, sucks to be him, good thing the other two bays are open, they should pull me right in.” I thought to myself.

Yeah, no.   Probably 30 minutes later, after the door was up and down a couple of times, they finally pulled my car in and took care of it.    In the mean time, my car was outside in the drizzling rain with the window open.

While they did at least apologize for the wait, they didn’t offer to take any off the total, but even that’s not my complaint (I had a coupon anyway).    I really want to know why they didn’t just pull my car into the other bay at the first sign of trouble.

Was it the low staffing level?  (I think there were 4 people on, including the guy they sent to the parts department)  Was it a lack of common sense and a complete lack of customer service acumen?  Or is there some strange policy in the franchise manual against bumping a customer ahead?  Is there something in the corporate edict against taking the initiative?    I find it hard to believe that out of the folks in there, it didn’t occur to someone to make use of the other bays.

There’s really no way to know for sure without writing or calling, but frankly I’m surprised no one thought to consider the other customers.    If nothing else it would have been an efficient use of the time and made for a winning customer experience.    Instead they now get an angry blog post flung into the ether for the next customer to find.

If it was a strict policy against bumping the customer order, I’d sorely encourage them to empower the franchisees to go off the map a bit in the face of strange circumstances.

There’s no excuse for poor customer service folks.  Look out for your customer and they’ll look out for you.

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Psst, hey kid, wanna advertise your business?

I’m walking along and this guy sidles up to me and says, ‘hey kid, need to advertise your web business?”

Now I’m no country bumpkin, I know to be wary, but I was intrigued.  He was suspiciously devoid of the black turtleneck and blue jeans generally worn by the web barons.

“I’m listening,” I responded quietly, looking around furtively for the search advertising executives sure to bust out of black vans at any moment.

He pulled back his coat and revealed a tablet computer, on it was The Artisan Craft Page.   A curious page with tiny little images.

I scoffed, “I ain’t so stamp collector, bub.”

“Kid, think outside the box, watch.”  And with that, he swiped over one of the images and magically it expanded to a larger size, revealing an ad for Renee Wiggins Design.

“Ok, you figured out javascript, big whoop.   What am I missing?”

He grinned wide, “Opportunity.   Pure opportunity.   These ads, they’ll be here on this page for 4 years and it only cost the business owners $100.  Their names are out there, the search engines can find these ads, and this community cork board full of ads reaches around the world.   What?  Are you putting up flyers at the grocery store?  Phht.  Think globally, my friend, think international.   And, if you think 20×20 is too small, you can just buy a bigger box.”

I was sold, and I asked how to sign up.   He quickly showed me that I can set it up and manage my account all by myself from the page.

Have a look for yourself over at artisancraftpage.com.   The page is based on the Million Pixel Project, but we’re giving you twice the space for the same cost.

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RIP Munkin Arts LLC, long live Munkin Arts

In case you haven’t heard, we’ve (and by we I mean…well, me) got some changes going on around here.   Munkin Arts LLC is no more as of 5/10/11, but is reborn as the sole proprietorship, Munkin Arts.    Same great glass, just three less letters.  And $500.00 less in filing fees.

In the coming week or so I’ll still be cleaning LLC’s out of the nooks and crannies, so bear with me.

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The joys of the glass biz

Fire! Danger! Beautiful pieces of artwork!

Sure, that’s the outside bit that we convey to people, that we work with the primitive forces of nature to bring you a pretty or useful something or another, but have you ever looked behind the curtain?  Occasionally I share some of the behind the scenes bits of the craft with you, hoping it doesn’t ruin the magic, but I find it’s good to help the customer’s understanding of what goes on, as well as provide some information for folks just starting out.

So today we’re going to talk a little about supply prices, in particular, gas.

Not the stuff we put in our car, though wooooo-boy, it’s expensive, but rather the stuff that runs the torch.   In my case, my torch runs on propane and oxygen.   The propane is pricey, but I find it lasts me a lot longer than the oxygen.   It runs at a far lower pressure so the tank goes much further.

But oxygen…who would have thought air would be so expensive?   That’s part of the problem though, it’s not “air” as we think about it.   That contains oxygen, but also nitrogen, various particulates, etc., etc.   This is just the oxygen, and it’s about 98% pure.   In my case I bring it into my shop in 5 foot fall canisters called K tanks.

Over the years I’ve stuck with the same supplier and my price has crept up quite a bit.   I started around $22.00 per fill (plus tax and fees) and most recently was paying $45.00 a tank, plus tax and fees, bringing it to around $51.00.   Mind you, I’m a cash and carry customer, not on a contract, but I’ve also been with the same supplier for about 4 years now, don’t mess up their equipment, and usually haul the tanks myself.    So I was a bit dismayed to hear what other folks in the industry were paying for for their oxygen, and I found another supplier.   The other supplier offered me $15 per tank.

$15.

This was without negotiation, no contract, I didn’t have to harangue them or talk them down, that’s what they offered me.   Hells yeah!

Normally, since I’m a part time glass blower, I go through about 2 tanks a month during the non-holiday season, but because of a variety of other things going on in my life, I haven’t been in the shop as much as I’d like to be, so for over a month I had 4 tanks (my old ones I was still burning through and the two from the new supplier) in my shop.   Finally, this week, I finished off my old suppliers tanks and took them over to terminate my lease on them.

I’m going to pause for a moment and say that, while I won’t name the company here, the crew at my old supplier is awesome, a nice bunch of people in general; helpful and knowledgeable to boot.    So my closing of this contract wasn’t a personal decision, it was simply financial.  In all honesty, my new supplier’s FAR less convenient, particularly since they don’t have Saturday hours.

I’m happy to say that my old supplier offered me a better price.  Not as low as the new supplier’s price (the old guys are regional, I don’t fault them on not being able to match), but far better than my old $45 price.    I still said no.

I have the bottles from the new supplier already, and there was one thing that irked me.    Though my old supplier apologized (which I do deeply appreciate in this day and age), the problem is that someone really should have caught this earlier.  Like I said, I try to be a good customer, but my price crept up so high that my friends were insulted for me.    I have to wonder if everyone is paying that higher price from this vendor or if it was some intentional…I hesitate to say sleight since that’s not really the right word, but if it was an intentional attempt to just gouge a little guy.  I wonder that because as a cash and carry customer, it’s not like there was an automatic delivery and billing in effect, each time a human being had to see that price on the screen and charge me that amount knowing full well what other customers pay.    Again, to his credit, the employee I talked to when I turned in the bottles apologized and said that this should have been caught before it got to this point.    He even offered to cover my tank lease for the next 2 years.

Who knows?  If the new supplier doesn’t work out because of the timing issue, I basically have to run tanks on a lunch break, I may go back, and I most certainly left that door open when I dropped off the empties for the last time, but for now, I have a new oxygen supplier.   Business decisions aren’t always fun.

**************

Hey, just a quick comment.  Someone asked me the other day, “Hey Tom!  Why do you moderate the comments on here?”    Well, the answer is simple, spammers.   I think I’ve only ever swatted down one comment that wasn’t an out and out spammer, and that one was essentially just directing someone to another site as well.   But, it’s never for a disagreeing opinion (unless you were to be out and out rude or obscene), but just to keep the spammers at bay.    So sign up, feel free to leave a comment and rest assured that you won’t be dashed merely on opinion.

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Honest to the point of stupidity

I had to run out to Target for a few things tonight, and among those were some light bulbs.

I found a pack of 8, and set them on top of some stuff in my cart, where they promptly fell off and one of them broke.

Did I put them back on the shelf?  Nope, I bought them.

Friggin’ morals.

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The joys of parenthood

My alarm is set for 7:30…

6:00 am: The youngest minion is crying.  I ignore it.  If it’s really important he knows where I am, right?

6:15: G gets up to use the bathroom, 3.3 cries again, something about his brother smashing his head into a wall yesterday (false), winds up in bed with us where he’s now rubbing his foot on my hip.   I have no idea why.

6:25: 3.3 goes back to his room and starts playing with his brother (loud little buggers)

I manage to get back to sleep for a little bit.

7:00ish: “Daddy!”
*sigh*  What buddy?
J pooped on his potty!
Mind you, he’s been doing fairly well using the actual toilet.  So now there’s a steaming turd in their bedroom.
Ok, be right there.

Dealt with that, went back to bed and laid there until the alarm went off while the kids made noise.

So we get up, go downstairs to have breakfast, everything’s fine for a while.  3.3 clears his breakfast bowl then goes running to the bathroom, I hear the toilet lid go up and….

“I peed in my underwear.”
Why didn’t you pee in the toilet?
“Because”
Ok, no netflix for a week.  Because.

For those of you who think I’m being overly harsh for one little accident, no, it’s not one isolated incident and there was a LOT of pee in there on the floor.

I hate Mondays so very very much.

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The debatable utility of the tech book

On the off chance you hadn’t heard, I’m a software geek.  Like many software geeks, I have a bookshelf full of tech books.

Also like many software geeks, they’re collecting dust.

There’s a LOT of information on that bookshelf.  There are books I’ve never even opened, I bought them because they were a good deal and I meant to get back to it.  Take the “Perl Black Book” for example.  I’m not sure I’ve done much more than opened it.   But Perl’s still in use and some day it might come in handy.

But here’s the problem…things move faster than books.   Books take time to write, edit, correct, re-edit, publish, distribute, move to market and by the time they have, a new technology has come along.  Or a better help file.  Or, more commonly, a vast array of resources online for either free or reasonable cost.   Then there are forums full of information to draw upon.   Finally, there’s the one thing I hate most about paper tech books, trying to keep them open while referencing something and simultaneously trying to make use of that information.   Because of their limited use life, most of these books are printed as paperbacks with standard glue bindings, meaning they don’t lay flat.

I’m not really sure what the point of all this is other than my getting annoyed with the “Beginning AJAX with PHP” book I was skimming through tonight.    Perhaps the advent of the e-reader will help rejuvenate the tech book industry, but I really don’t think so.   Consider that the easiest thing to do is to copy and paste out the sample code, try it, learn from it, and tweak it to your will.   How does one copy and paste from your Kindle to the Linux box you’re VNC’ing into?    Yeah, you don’t.

Couple all of the above with the ‘need it now’ mentality rampant throughout the tech industry and the days of the long form tech manual may be numbered.

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Do NOT be a fool

About to lose my marbles

Knock knock

….

Not one for jokes, hmm?   Ok, well all business, I can get behind that.

Can I perhaps…tempt you with a little value?

Today is the Artisan & Glassworkers Legal Fund Random Bag of Glass fundraiser.  Of course we have a special on acronyms like AGLF and RBOG, but you want the good stuff.

The bags.

For $10, you can get a mystery grab bag containing some bit of glassy goodness.   Select the designer bag if you don’t work with glass, select a supply bag if you do.

Interested?  Starting at 12 PM EST on April 1, 2011, you can get your hands on one of these fun items.   Just click over to the AGLF special events page.

Can’t wait?  Have a look at the Etsy site for a great deal on a handmade somethin’ somethin’.

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Tasty snack

I went to a local little shop called “Weepin’ Willie’s” that opened recently in town.   They make a killer Italian sub and the price is pretty good too.    To go with my meaty treat, I picked up a bag of something I hadn’t tried, Herr’s Buffalo Blue Cheese cheese curls.

I have to say, they were delicious.  I hadn’t read the bag fully and thought they were potato chips, but I like cheese curls, so I didn’t mind.   I still miss the jalapeno ones I used to get from Big Lots.

These were quite good.   Plenty of flavor while not being too spicy, and the curls themselves were not to dense.   Sometimes you get ones that have collapsed some and have hard bits in them, but these were consistently good.

I can’t say that I’d want to eat an entire large bag of them, but the 2.375 oz bag I had was plenty with a generous amount actually in the bag.

If you can find them, definitely check them out!

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Tom Kies flies!

Last Fathers’ day, my lovely wife bought me a Groupon for a helicopter flying lesson.

Cool!

The only downside, is that the text for the sale really didn’t imply what should have been obvious, they don’t just sit you down in the pilot’s seat and hand you the keys.   Instead there’s a lot of reading involved to prep, a ground school class, AND you effectively had to make two trips: one for ground school, then one for the actual lesson.   Oddly, it was this last part that was the deal killer for me.    I’ve done about 80% of the reading.   Frankly whirling blades of death, flying off the ground, dodging other aircraft and conversing with federal air traffic control employees in code?  I’m ok doing the legwork to avoid dying.   But the airport is about an hour from our house, so going twice is a problem.    Luckily, they had an option to convert it to a simple, abbreviated helicopter tour instead, which I availed myself of.

Like I said though, the airport’s an hour from our house.   So logistically it’s a big trip on a weekend because you need to deal with the kids, make sure your significant other isn’t unduly burdened with the minion minding duties, etc.    Well, a while back there was another Groupon for a family season pass to both the Stone Zoo and the Franklin Park Zoo here in Mass.   The Stone Zoo just happens to be about 15-20 minutes from the airport.   Excellent, family road trip!

So off we go, stopping at Fresh City in Burlington for lunch.   Minion 3.01 managed to trip on the brick walkway outside the restaurant, with his hands in his pockets, and landed face first on the walkway.  He’s ok, a bit scraped, bloodied, and banged up, but he’ll live.    I’ll just say now, he was in pain the rest of the day, and moody as all get out.   Not fun.

Quickly?  I wouldn’t recommend Fresh City if you have kids.  The food’s good enough.  The prices are a little high, but let’s face it, McDonald’s is probably artificially lower than it should be, so my gripe isn’t even with the money.    No, the problem lies with two things: ordering and trays.

They have a kids menu, which is always welcome, but when you order they have three lines, basically representing categories of their menu.  If you’re ordering one thing, great!  If you have a kid you’re ordering with, and the kid wants something from another category, do you really want to wait in a second line?   Hey-ell no.    So I got a little lip from the kid behind the sneeze guard, but to his credit, he sent my kid’s rice bowl order to the right station for us.

So we get the food and it comes on these round plastic bowl tray things.  Again, fine if you’re alone, but if you’re hauling and collecting pieces of a meal for two?  You’ll need a regular tray.  The regular trays, are just barely big enough to fit two of these bowl trays on.  They are, however, not really big enough to fit two bowl trays AND two fountain drink cups on safely.    Anyway, like I said, food was ok.  It was about $15 bucks for me and 5.6.   My wife bought for her and 3.01.

We’ve had lunch, 3.01 is cranky, moaning and bleeding, but we’ve gotten him some pain killers from the pharmacy, the temperatures are dropping and it’s about 1 o’clock.   My flight’s at 4.    Given I was now chilled (long story…short form is I did something nice to keep the elder minion warm that was to my detriment) I was more inclined to go to the mall.   The kids reallllllllllllly wanted to go to the zoo though.  Since I was working the pedals today, I turned us northward off to the zoo.

Luckily we had coats and warmed a bit, so the zoo was fairly nice.    See?  Flamingos:

It's like a yard from plastic hell

The kids had a pretty good time, and didn’t want to leave:

I'm not sure, but I think they're trying to hotwire a coin operated ride

We all had our favorites, but mine were the emperor tamerins, I find their little mustaches amusing.   There was a sad bit to the visit; the zoo has a gibbon they got from another zoo, and it only has one arm.   From what the sign said, something was thrown to him by a visitor at another zoo and it did sufficient damage that most of the arm had to be amputated.  The upside is he’s still wonderfully mobile and swings around the cage just fine.

Finally, on to the flight!   I’m impressed you’ve stuck it out this long, bravo!

We made far better time than I expected and got to the airport about ten after 3.    Hanscom airfield is a typical local airport, mostly private, small planes and jets.    I was amused to see a full fledged TSA checkpoint and post-screening sterile area, though the checkpoint was closed.   I’m really kind of curious under what conditions it’s opened.  Maybe it’s a Monday through Friday thing when there are some Florida bound flights out or something.

Anyway…the flight was conducted through the East Coast Aero Club, from what I met, a fairly nice bunch of people.   I was expecting to have to fill out an indemnity waiver or something, but nope, just “Well you’re in the right place, come back this way closer to 4.”   From some of the text on their site, I get the impression they were a bit annoyed with the Groupon experience as a vendor as it didn’t accurately represent the amount of work that the buyers were going to have to do to fly (assuming they were to take it as a lesson), an they probably were catching hell for it from a lot of the 2100+ people that purchased one.  If so, I can’t say I blame them.  Also, in all likelihood, the idea was to sell low cost first lessons, get folks hooked and hopefully they’d come back for higher priced subsequent lessons.   If so, I’m guessing it didn’t go as planned.

Finally, 4 rolled around and I met our pilot, Jeff, and my two travelling companions.   I think their names were Martin and Elizabeth.  Before we headed out to the tarmac, the minions both gave me a giant hug, and I found out later that the older one was genuinely worried about me falling out of the helicopter.   Sweet kid, huh?  I had given my keys to my wife on the off chance I became a charred corpse so that she could drive home, but I wasn’t exactly worried; helicopters can autorotate, in some ways making them safer than airplanes in the event of a problem, and I’ve never been afraid of flying.  No, at this point my biggest concern was whether I’d get to sit up front or if the other couple was going try get into a schmoopie war trying to be nice and letting the other up sit up front.    Luckily they stuck together in the back seat.

I'm in the front passenger seat

According to the ECAC web site, my scenic Groupon conversion was going to be a trip over nearby Walden pond and then back.  Still a good deal for the $80 my wife paid if you ask me.   I have to say, I was impressed.   We went nearly all the way to Boston and back.

Hey, I know that town!

Kinda pretty up here

The John Hancock tower

At the very least, we were into Cambridge in amazing time.

Harvard University

MIT

 

I didn’t go to either, but for some reason I’ve always thought MIT was cooler.  I think it’s the heavy tech leanings at MIT whereas when I think of Harvard, I think lawyers and doctors.

Heading back:

If I remember correctly, that's Rte. 2

To the middle left of this next picture is a company called Lincoln Labs.    I’m not entirely sure what they do there, and I actually didn’t intend to get them in the photo, but I think I want to work there.  It’s a cool looking defense contractor looking place with several radar domes on the roof.  How could they NOT be doing something cool there?

Heading back to the airport

All in all it was a wonderful flight and tour, and I’d whole heartedly recommend these folks if you were looking to book such a flight.

An hour or so later, we were all quite relieved to be home.
************************************************

I’d like to add, as a side note, 3.01′s been potty training for about a week or so now.    He woke up dry this morning, and was in a pull-up for most of the day, only wetting it once, which we suspect may have happened during his nap in the car.   Though, given he did a face plant on bricks, we can certainly overlook one problem.   The rest of the day he did his business where appropriate, an even let us know when he needed a restroom at the zoo.   Go J!

 

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