The decline of the American small business empire part one · 27 October 2011 by colin newell
My buddy Chris, and I, sit over coffee most mornings at the University of Victoria’s Finnerty Express – it is my morning hang out. We are often in the company of retired or working Math professors, economists, technicians and even gardeners. There is always a lively discussion on topics as widely varied as politics, religion and events of the day.
Chris had a story recently that was too hard not to share. And it is all about the decline of customer service and small business in America (much of this could apply to Canada as well…) So here we go.
Chris and I are both aspiring musicians, both of us being active guitar players and singers. We actually performed recently in front of a lively crowd of around 100 people in one of the Grad student lounges on campus.
Chris likes to build and modify guitars – for most of us guitar types, the endless tweaking of our instrument is in our blood. In this particular instance, Chris was ordering a neck for one of his prized instruments, an old Fender Telecaster. He was ordering this new component from Seattle – and as it turned out, one weekend recently, he found himself in Seattle, not far from the factory that makes the parts that he was looking for.
So. Brilliant. He was in town and decided to head to the factory store and get his purchase directly. Over he goes. When he gets to the store, somewhere near Redmond Washington, he drives into the parking lot and walks up to the door. Looking in he can see a wall of instrument parts and the desired neck he seeks. There is a sign on the door. “Appointment only – showroom not open!”
Chris sees someone working in the store and beckons him to the locked door. A fellow comes over and open the door an inch. The guy points to the sign. Chris says, “I have come all the way from Victoria and would like to buy one of those necks… I have the cash in my pocket…” Store clerk: “We do not accept drop ins… you will need to call for an appointment…” Clerk hands him a card with the 1-800 number.
Chris backs away and phones the number.
You guessed it. The clerk in the store picks up the phone at the counter. I kid you not.
The clerk takes his information and comes back to the door.
Chris comes into the store and points to the neck he is interested in.
Clerk says: “We do not do direct store sales generally…” “You will have to place an order on the internet…”
Chris repeats, “I have cash in my pocket, I want that neck on the wall… and you have a shipping area in the back… can I pick it up there?”
“the shipping area is for couriers only… fedex, purolator, etc…” the clerk tosses out.
At the end of the exchange, Chris was several feet away from a guitar component that he was ready and willing to pay for on the spot – and was unable to because of a poorly operated business with completely and unflinchingly inept staff.
This is one reason while America is failing. They have lost touch with reality and the ability to do business.
Example two from the beleaguered Chris:
Chris recently bought an audio mixing board from a company in the U.S.
Over the internet.
Audio mixing boards: All of us musicians have one. We often use it to hook up multiple instruments and microphones in a studio or stage situation.
Chris needed a small mixer for performance scenarios. He found the one he was looking for at a decent price. Brand new. When he purchased it online, he took the option for “extended warranty and insurance coverage” — for virtually any situation; drop it off a cliff, it is covered. No worries.
Within a week, his mixer arrives. But it does not work properly.
He calls the help line for the equipment company that sold him the equipment.
Chris tells his story, “The gear arrived but it does not work… it is broken… there are several channels that are dead…”
“Not sure what we can do for you…” says the voice on the telephone…
Chris reminds them, “I bought warranty coverage for this piece of…”
“Ah, says the fellow on the help line…” “you are describing a pre-existing condition sir… it did not fail while it was in your possession! Your warranty coverage does not cover this!”
Say what?
I looked at the mixer for him – it was a simple take apart and I am a qualified technician. By the looks of it, it could not have worked even from the factory – it was defective in that there were cold solder joints and solder bridges from the factory. It never worked. It could never have worked. Shocking.
Anyway – 2 months on and Chris is still fighting via the phone and the internet to get his money back, a refund or something functional.
Another reason why America is in trouble…
Because small business and manufacturing have utterly lost their way.
This is the 1st chapter in what might become a small series in why we are falling down in the area of manufacturing and customer service in North America.
Rehearsing for a private show next week. · 21 September 2011 by colin newell
I am rehearsing some material for a live show / private party next week. It has been a while since I played for anyone – and I have never been a big fan of live music favoring working in the studio – that said, you can never know where you are at, musically, unless you get some feedback from friends and strangers.
Have a listen. It is my take on a Creedence Clearwater classic from long ago. Recorded with Adobe Audition, an M-Audio interface, APEX microphones, Behringer board, Cort and Godin guitars. – if you cannot see the audio thingie below, click here for the mp3.
Victoria Summer 2011 Design ideas from Italy Chapter 2 · 24 July 2011 by colin newell
A P.R. firm in Italy has spent the last 13 months coming up with a re-branding for their product.
13 months and this is what they came up with.
Feel free to click on the photo for the slighter larger view…
I have been polling this story pretty broadly and so far only one guy (a colleague that lives and works in Taiwan) thinks it’s OK to lampoon, minimize, diminish or profit from the misery of the past.
Example: There is a good reason why we discourage commercial use of images of Nazism and Adolf Hitler in ad media around the World.
And for similar reasons, the embracing of multiculturalism and leaving behind of old stuffy racist colonial thinking is known as progress.
The image above was custom made, for me, by the P.R. firm in Italy with the designer begging me for a change of heart with a frequent; “What? WHAT? What is wrong with using this lovely plump African woman dressed in 19th Century clothing to help sell espresso beans?”
My attempts at explaining my position on this matter have prompted more; “What? What? I don’t get it…”
Help me out here folks: Using racial stereotypes to sell stuff in Europe is not, like, this common, is it?
And for the record, the White guy that lives and works in Taiwan does embarrassing impersonations of Chinese Cab drivers that would have fallen flat on a 50 year old episode of the Ed Sullivan show – still, I appreciate all opinions…
Especially yours!
Victoria Spring 2011 - Islandnet under attack · 12 May 2011 by colin newell
My ISP (client since 1995) has been under a cyber-attack since yesterday – taking down the entire operation several times over the last 24 hours – disrupting thousands of customers and hundreds of webpages.
For the time being all is calm.
Islandnet.com was contacted by the attackers who ordered that the web site in question be taken down.
Islandnet.com has capitulated. And in their words.
“UPDATE 3:12pm: we have been contacted by a group claiming to be behind the attacks. They identify the target (a customer of ours) and demand that the site in question be shut down or the attacks will continue. As much as I hate to capitulate, we can’t afford to stand up for the rights of one customer at the expense of all the others, so the site has been shut down.”
Not sure how I feel about this.
So. It was not the website I thought it might be. For all intents and purposes, it could have been my blog – which regularly speaks out on some sensitive international issues – pleases me to no end that my opinion is not so valued somewhere that I would be attacked over it. That said, I am not sure how I would feel about my Canadian ISP giving me the boot over the whims of a foreign power.
Comment [5]
Victoria Spring 2011 Observations Murder of Crows · 29 March 2011 by colin newell
Nothing like a murder in Rockland near Victoria B.C.
A murder of crows that is – and I found myself near ground zero of a crow convention this morning – around 5:30AM – or when it was getting light.
And it was distinct in an entertaining kind of way – there were approximately 50 crows in a variety of perches – and what sounded like one head crow speaker on the hustings.
A main crow speaker who would cackle a couple of phrases with a clatter or derisive caws from 1 or 2 in the crowd.
Eventually, the main crow uttered something that the stadium liked because they all went wild — in a good way. I have never heard quite an eruption from a flock like this before. It was like the Justin Beiber crow hit the stage and all the crow girls and boys went nuts.
Translated
Main crow: “What say we all go down to Clover Point and look for garbage?”
Handful of crows: “F*ck that. We are SICK of garbage and picking floaters out of the water!”
Main crow: “Alright, alright… how about the Sooke Hills?”
All the crows: “HELL YA! SOOKE HILLS! YEE HAAAAAAAAAA!”
Assorted crows: “Awwwwwwww f*ck!”
And then everything went quiet – apart from the occasional clutter from some of the birds that were talking amongst themselves.
It is well known that crows are family oriented, cooperative, have social values, are generally monogamous and they share intelligence on the subject of food and drink.
Something we do not seem to find in our politicians… Federal or Provincial.
Colin Newell lives, works and writes in Victoria B.C. on the subject of nonsense – and this is how he sees it.
Winter to Spring Pop Culture 1 Facebook Face off · 19 March 2011 by colin newell
Just decided that my blog and websites have been neglected long enough – and the web stats show it.
This blog averages around 75,000 unique visitors a month – and that is not hits – that is actual people. Thanks folks!
But those reader levels have been dropping faster than the water level in the spent fuel rod baths… and it’s all my doing.
Dang you twitter.
Because if you do the math — and I am fond of my core twitter followers, that is a small audience relative to here — but it is there that I am putting my energy.
Foolish huh? Yea. It is.
And it is not like there are lots of people out there sitting on their hands waiting for me to write something – I mean, I hope not.
Still, writing pulp blogs here is way better that firing quips into the wind on Twitter.
As much fun as that is.
So my new rule is: Before I utter a beak full of tweets, I am going to bash the side of my head and think up some observation on the human condition…
Like this one.
Good start. But I am not finished.
Facebook – it has been way useful for keeping track of events of my actual friends in almost real time – with alarming regularity and reliability that rivals gravity.
But what of those special friends… you know the ones… the ones you have stalked on facebook from your past. The people you went to High School with. The friends of the people you may have dated 25 years ago… etc.
Well, I ask myself. Why am I peering into their lives. I have a cluster of friends on Facebook who are part of my distant past and I am pretty sure I will never, ever get together with them – for any reason… ever. So why do I look into the window of their lives? Or why do I continue knowing what I know?
Hard decision.
Time for a Facebook cleanup. People do it all the time. Different reasons. You have yours, I have mine.
It is time to let the past go and let people get on with their lives.
It is the right thing to do.
Colin Newell lives and writes in Victoria B.C. Canada and is often the go to guy for opinions on the subject of Canadian Cafe and Pop Culture
