Dec 2008
The Man Behind The Scenes
December/28/2008 PPA
Unless you spend a lot of time at PPA headquarters, you could never fully understand what goes on behind the scenes of making a convention happen; the logistics are mind-boggling. So much has to happen at once, and the detail work is endless. Frankly, I don’t know how the PPA staff makes it all happen. But when I visited headquarters just before Christmas, I was reminded of all this hard work when I looked into the PPA multipurpose room and saw Andre Johnson at work. Andre was kind enough to pose for me, but it’s rare to see him at rest. I’ve watched many times as Andre almost single-handedly, it seems, manages to pack up the most amazing assortment of equipment, sinage, office supplies, and the other bits and pieces that are necessary to make a convention run, and he does so in a steady, determined and graceful pace that I admire tremendously. So many times when I’ve needed something while teaching a class at PPA headquarters, all I’ve had to do is to ask Andre, and the problem is solved. So with Imaging USA just around the corner, I wanted to take a minute to say a word about Andre, one of the many behind-the-sceen heroes that make PPA events possible. So to Andre: Thanks for all you do!
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Christmas 2008
December/25/2008
Delta Airlines: A Failure of "Service Recovery"
December/23/2008
It’s
Christmas Eve, and I’m still suffering from PTASD
(Post Traumatic Airline Stress Disorder). Last
Thursday I was supposed to be safely back home from a
quick trip to Atlanta, ready to finish the last two
chapters of the marketing book I’m writing. The trip
part went well . . . all except for the
hour-and-a-half delay in getting to Atlanta on
Wednesday. With the rotten luck I have in trying to
fly ANYWHERE from a secondary airport (Harrisburg,
PA), this was the next best thing to an on-time
arrival. For this trip I flew from Philadelphia to
save money . . . just in time to pay the newly
imposed $15 per segment luggage-check charge. What a
remarkable customer-service decision the airlines
have made in charging extra for necessary service!
They’ve managed to assure that every time anyone
flies with a non-carry-on bag, he or she is angry
with the company. How clever!
In spite of the grumpy crowd on the plane, I was in a great mood on Wednesday when we arrived in Atlanta. That is . . . until a little Delta man in a little Delta uniform came on board and announced to all the poor unfortunates who had missed their connecting flights that they must complete Delta’s brand-new “Service Recovery Form,” after which they could stand it the rebooking line that was the length of the concourse. Without one conscious thought, my mouth flew open and out came a snippy question to the little Delta man: “Who was the genius that came up with the ridiculous name Service Recover Form?” I blurted out to the delight of the disgruntled passengers around me. “What do you mean?” he asked. Still shocked at my impolitic outburst, I had my wits about me enough to say: “When service fails, it cannot be reocovered,” as I beat a quick exit down the aisle. “Yes you can,” he argued as I pushed past him. “Forget it, genius,” I shot back. I should have known better.
Yep, Delta got the last laugh on me: three days worth of laughing, in fact. When I arrived back in Philadelphia on Thursday, my suitcase remained in Atlanta. And in it were the illustrations for the last two chapters of the book. Without it, I couldn’t write those chapters. “No problem,” the baggage agent said.” It will be on the next flight out of Atlanta, and we’ll fly it over to you in Harrisburg. You’ll have it before midnight.” Midnight, Thursday my foot! Not Thurs, not Friday, not Saturday. By Sunday morning, either Jim or I had begged, pleaded, cajoled and threatened everyone associated with Delta whom we could reach. Of course most of them couldn’t speak English . . . only enough to say it was “in transit.” Delta, it seemed, handed the bag off to US Airways, but all their planes bound for Harrisburg were overloaded, so the bag just sat on the tarmac. And once it was on the tarmac, there was nothing they could or would do about it but just wait until someone determined that my 30-lb. bag wouldn’t over-stress a plane bound for Harrisburg. Why couldn’t we just drive back to Philly and pick it up? Too much paperwork, and Delta didn’t have the authority to do it once they had handed it off to US Air. We could come to Philadelphia and fill out one of those fancy Service Recovery Forms, but there was no guarantee anyone would be available to hunt for the bag because it was “in the system.”
By Sunday noon, when the bag finally reached Harrisburg, both Jim and I were exhausted and absolutely furious! Our holiday plans with our family were shot. We had planned to head to Deep Creek on Monday, but I had to finish the book. We’ll it’s finished now, and I’m doing the best I can to adjust my not-so-holiday-like mood. The fact that our 25-year-old cat,Skinny, died while I was in Atlanta is really casting a pall over the house. We’ll head for Deep Creek in a few hours, and that should help.
In the meantime, I’d truly would like to hunt down the Delta dufus who came up with the concept of “Service Recovery.” When 2009 rolls around, I can tell you that I will be approaching my clients with a renewed sense of the urgency for honoring them with the respect and courtesy they deserve: even the ones who work for Delta Airlines. Merry Christmas Eve to them and to you!
In spite of the grumpy crowd on the plane, I was in a great mood on Wednesday when we arrived in Atlanta. That is . . . until a little Delta man in a little Delta uniform came on board and announced to all the poor unfortunates who had missed their connecting flights that they must complete Delta’s brand-new “Service Recovery Form,” after which they could stand it the rebooking line that was the length of the concourse. Without one conscious thought, my mouth flew open and out came a snippy question to the little Delta man: “Who was the genius that came up with the ridiculous name Service Recover Form?” I blurted out to the delight of the disgruntled passengers around me. “What do you mean?” he asked. Still shocked at my impolitic outburst, I had my wits about me enough to say: “When service fails, it cannot be reocovered,” as I beat a quick exit down the aisle. “Yes you can,” he argued as I pushed past him. “Forget it, genius,” I shot back. I should have known better.
Yep, Delta got the last laugh on me: three days worth of laughing, in fact. When I arrived back in Philadelphia on Thursday, my suitcase remained in Atlanta. And in it were the illustrations for the last two chapters of the book. Without it, I couldn’t write those chapters. “No problem,” the baggage agent said.” It will be on the next flight out of Atlanta, and we’ll fly it over to you in Harrisburg. You’ll have it before midnight.” Midnight, Thursday my foot! Not Thurs, not Friday, not Saturday. By Sunday morning, either Jim or I had begged, pleaded, cajoled and threatened everyone associated with Delta whom we could reach. Of course most of them couldn’t speak English . . . only enough to say it was “in transit.” Delta, it seemed, handed the bag off to US Airways, but all their planes bound for Harrisburg were overloaded, so the bag just sat on the tarmac. And once it was on the tarmac, there was nothing they could or would do about it but just wait until someone determined that my 30-lb. bag wouldn’t over-stress a plane bound for Harrisburg. Why couldn’t we just drive back to Philly and pick it up? Too much paperwork, and Delta didn’t have the authority to do it once they had handed it off to US Air. We could come to Philadelphia and fill out one of those fancy Service Recovery Forms, but there was no guarantee anyone would be available to hunt for the bag because it was “in the system.”
By Sunday noon, when the bag finally reached Harrisburg, both Jim and I were exhausted and absolutely furious! Our holiday plans with our family were shot. We had planned to head to Deep Creek on Monday, but I had to finish the book. We’ll it’s finished now, and I’m doing the best I can to adjust my not-so-holiday-like mood. The fact that our 25-year-old cat,Skinny, died while I was in Atlanta is really casting a pall over the house. We’ll head for Deep Creek in a few hours, and that should help.
In the meantime, I’d truly would like to hunt down the Delta dufus who came up with the concept of “Service Recovery.” When 2009 rolls around, I can tell you that I will be approaching my clients with a renewed sense of the urgency for honoring them with the respect and courtesy they deserve: even the ones who work for Delta Airlines. Merry Christmas Eve to them and to you!
Life Underground
December/17/2008
To everyone
who has emailed their concern about my disappearance:
I’m writing this from a secure location.
I’ve been writing a book about marketing since Thanksgiving week, and this is what I have to do when I write a book: I have to disappear.
I used to worry about the miserable process I go through when I’m writing something that is more than your average chapter in length. Then I read an article about how “real writers” (famous ones who make lots of money) worked their magic. Every one of them was different, but the process I remember most was that of one of my literary heroes: Maya Angelou. Ms. Angelou writes from her soul, and the process still scares and thrills her. She writes on yellow pads, and the whole business is so daunting that she sometimes feels the need to separate herself from others when she goes through it. So she’ll check herself into a hotel with her Bible and a bottle of booze to sustain her.
Fortunately, when you write about business you don’t have to write from your soul, so my process is a good bit simpler: I sit at a computer and become invisible. My pets and my husband know that I’m not here, because if I were here, I would be too loathsome to be around. I become visible only to eat M&Ms and real food that thankfully Jim is kind enough to cook at leave in the kitchen for me. I am also visible several hours a day while watching true crime programs from my DVR stash. However, I am invisible to email, housework, Christmas preparations, and the rest.
Writing a book usually takes around two months, but this time I’ve gone high tech, using voice recognition software, which I’m loving (MacSpeech Dictate). I think I’m actually saving time, and my neck and shoulders are definitely in better shape, because you can sit back and talk the book to death instead of hammering a keyboard.
With only two more chapters to go, I’m emerging into the real world for a quick trip to Atlanta and back. Then I’ll disappear for several more days, and that will be that! Back to the real world.
Thanks again for your concern! See you soon!
Ann
I’m writing this from a secure location.
I’ve been writing a book about marketing since Thanksgiving week, and this is what I have to do when I write a book: I have to disappear.
I used to worry about the miserable process I go through when I’m writing something that is more than your average chapter in length. Then I read an article about how “real writers” (famous ones who make lots of money) worked their magic. Every one of them was different, but the process I remember most was that of one of my literary heroes: Maya Angelou. Ms. Angelou writes from her soul, and the process still scares and thrills her. She writes on yellow pads, and the whole business is so daunting that she sometimes feels the need to separate herself from others when she goes through it. So she’ll check herself into a hotel with her Bible and a bottle of booze to sustain her.
Fortunately, when you write about business you don’t have to write from your soul, so my process is a good bit simpler: I sit at a computer and become invisible. My pets and my husband know that I’m not here, because if I were here, I would be too loathsome to be around. I become visible only to eat M&Ms and real food that thankfully Jim is kind enough to cook at leave in the kitchen for me. I am also visible several hours a day while watching true crime programs from my DVR stash. However, I am invisible to email, housework, Christmas preparations, and the rest.
Writing a book usually takes around two months, but this time I’ve gone high tech, using voice recognition software, which I’m loving (MacSpeech Dictate). I think I’m actually saving time, and my neck and shoulders are definitely in better shape, because you can sit back and talk the book to death instead of hammering a keyboard.
With only two more chapters to go, I’m emerging into the real world for a quick trip to Atlanta and back. Then I’ll disappear for several more days, and that will be that! Back to the real world.
Thanks again for your concern! See you soon!
Ann