Archive for February, 2007

When A Call Centre Has One Task

Wednesday, February 14th, 2007

Woman caller: "Hi! I’m calling from Nuance, formerly ScanSoft. Our system shows that you have bought a product from us in the past. Is that correct?"

Me: "As I told the last guy who called and the guy before him, I am SO unhappy with your product and how I was treated when I tried to get support from you, I will never buy from you again. Can you take me off your call list?"

Woman: "Yes."

But how did it get that far? What if the first guy who called, who admittedly got much less attitude and anger from me, cared that I had a bad experience? His task is clearly to sell me the new version of whatever. What if part of his job were to try to resolve the issue I had so that he had a good chance of selling me the next version of whatever?

Evidently, it’s just easier to write me off as a customer than to try to fix the issue I had. Forget word of mouth… forget the fact that I want to tell all of you how much Nuance, formerly ScanSoft, f***ed me over a purchase a few years ago of their Dragon dictation system. That’s evidently not important! Forget that I asked two other operators to never call me again, and they said the company would never call me again. That’s not important. We’ll just keep trying to sell you the new version of the software you keep telling us you weren’t happy with, and when you say you weren’t happy, we’ll move on to the next potential sale.

I say that’s bad marketing. That’s not going to lead to more and happier customers. I think Nuance could go much further if they cared about what happened to me (and wanted to resolve it) than to just keep calling me to roll the dice and see if I want the next version.


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Do Due Diligence

Tuesday, February 13th, 2007

http://feedback.ebay.com/ws/eBayISAPI.dll?ViewFeedback&userid=zdiamonds
http://feedback.ebay.com/ws/eBayISAPI.dll?ViewFeedback&userid=pegasusbilliards

That’s just two of many feedback profiles for an eBay seller who has been permanently suspended since summer 2004. Note the two feedbacks left on 11 April 2004 from his accountant, who was shill bidding on his items (and was later a shill testimonial on his website saying his product increased sales).

Do you want to buy a book from that person about how to sell on eBay? Do you want to attend a seminar he’s running on how to sell on eBay? Do you want to buy his latest tool/product for eBay sellers? Should he be a speaker of "featured presenter" at a conference?

No?

Then stop doing it. Research who people are before you sign up or spend that money. You may be surprised who is getting your money. This guy is out there.


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Label Makers

Monday, February 12th, 2007

I got a label maker. They’re slightly addictive.

Yes, the dog on the aswas.com website is my real dog.


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Fergie

Saturday, February 10th, 2007

My Yahoo Launchcast Radio Station just brought up "Glamorous" by Fergie. The song starts with her spelling the word. Her "song" "Fergalicious" also has her spelling. This seems to be a recurring theme for her. Maybe that nose job gave her a form of aphasia.

I am trying to understand her target audience. I’d think that with her radio friendly hits, she’s looking to appeal to everybody. But what woman is walking down the street with her MP3 player, singing along to a song about how hot a woman she never met is? Are women out there spelling Fergie’s name and "rapping" about how insanely sexy she says she is? Are men rapping along with this?

It’s not "Do Ya Think I’m Sexy" since we can all sing that. It’s not Sugar Hill Gang songs since we all want to have a Cadillac. It’s not the grammatically incorrect "don’t you wish your girlfriend was hot like me." Who is the target audience for singing/rapping about how hot someone else is?


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Take 5 Site Takes 5

Friday, February 9th, 2007

A link within Hershey’s site to their Take 5 candy bar produced this:

Aweome indeed.


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Choose Your Water?

Thursday, February 8th, 2007

Our town is letting people come and taste different mineral combinations in water, and then vote on what water they want. I guess this is good, but it seems very hands-on for something that’s usually chosen for you.


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Cheese In A Can

Wednesday, February 7th, 2007

Spray cheese in can. You can now bring it on a plane and through security.

We are all safe and nourished again.


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We’re Closed But Come Get Your Book

Tuesday, February 6th, 2007

Our library system here is neat. You can reserve a book online, say from which library you want to get it, and then they email you when it’s on the reserved shelf under your name.

I got an email one morning at 8am saying my book was on the shelf. I got in the car around 8:30 and arrived at the library at 8:40am… only to find that they opened at 11am, which was not mentioned in the email.

Why email me that my book is there, on the shelf, at 8am if you don’t open until 11am? If it’s a form, computer-generated email, and you know which library I’m going to, why not include those library hours in the email?


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Attention Drug Companies, Part 2

Monday, February 5th, 2007

The book, Freakonomics, explores (among other things) how a real estate agent may not work harder to get your home a higher price if the agent’s commission might only go up $150. How much work is someone inspired to do for $150?

How about your doctor? How much income does he make when you are well? When your medicines have no side effects? When you’re really doing the diet and exercise he suggested? He doesn’t make as much now does he. Like the real estate agent, in reality, is your doctor then more invested in your health or lack of health? Does he hope to see you again or does he hope that you are so well you will not come back for years? Enough healthy people with the right diet and exercise can put a doctor out of business.

I believe I don’t have the best gall bladder. My mother had hers removed when she was 26. My sister had hers out when she was 31. I knew growing up that some foods made me sick, but didn’t put 2 and 2 together until I was a young adult. Then, I started watching what I was eating. Not so much dairy, fried foods, or animal fats. I can have some, but have too much and I’m sick. My idea is that if I treat my gall bladder the way it needs to be treated, I can be healthier and not have to undergo surgery, which would lead to my body having to use an organ NOT designed to deal with fats to deal with fats.

Back in NY, I universally heard the same things when mentioning this to people. The first was that they wanted to know which doctor diagnosed my gall bladder condition. None. I listened to the messages my body sent me, and I know what I can and can’t handle. People rejected that. I have to have a DOCTOR tell me this. The second was that they wanted to know why I watched what I ate when I could take Lactaid or drugs and then eat whatever I want. Because that’s not the message I get from my body. The message from my body is that it functions better when I don’t put these things in at all. So then why put in things that essentially harm me, and then chase it with drugs that could harm me?

Even my sister told me that having her gall bladder out was great because she can go back to eating "normally." She thought I should look into it. I have been eating carefully for over 10 years. This IS eating normally for me. Memories of eating whatever I want remind of endless Pepto Bismol and vomiting. I’d rather eat carefully and digest healthily than be chopped up just to have more foods that would probably make me fatter anyway.

As I like to say, on a good day, Western Medicine is around 100 years old. "Alternative medicine" was traditional, every day medicine for thousands of years until someone made a marketing decision. A lot of western medicine tries to distill "alternative" medicine down to compounds and active ingredients, which doesn’t match the intention of "alternative medicine."

The placebo effect is real. If you think it’ll work, it’ll work. If you doubt it’ll work, there ya go. Imagine that everything you think is a self-fulfilling prophecy. If you believe in that drug because your doctor is so great, it’ll probably work. If you don’t believe in those herbs because herbs are lame and for hippies, then they won’t work for you. If you find it hard to believe that you will get rid of that cancer, that’ll probably be your experience.

Try something new. Try something old like "alternative medicine," but first believe in it. It worked for various cultures around the world for thousands of years. So when western medicine says it’s untested, they are forgetting billions of people who lived and live based on "alternative" theories of medicine and treatment.

You can dip your toe in the waters slowly. Start by taking Airborne when you feel a cold coming on. That’s nice and mainstream. Yet what’s in it? Some of what’s in it is based on Traditional Chinese Medicine. Western medicine says you can’t cure a cold. You just live with it and treat the symptoms. Chinese Medicine says we can cure a cold, so it does.

Try not going along with everything the drug companies say. And your doctor doesn’t know everything. He’s got a mortgage too.


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An Early Spring

Friday, February 2nd, 2007

Groundhog Day today. An early spring could be coming because he saw his shadow?

No, I think spring will be early because of GLOBAL WARMING.

The weather we’re supposed to get here next week is the weather I remember us getting in late March for the last two years.

Global Warming.

You know, I’m surprised that President Bush hasn’t taken to referring to Global Warming in terms of groundhogs seeing shadows. Then he can really blame it all on them.


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