WOW Word-Of-the-Week #408: Reputable
May 29, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #408: Reputable
Reputable – having a good reputation; honorable.
Have you ever purchased an extended warranty? Did you ever use it? Do you tend to repair an item or do you just replace it? How many times have you paid to have an item fixed after the warranty ran out? Were you satisfied with the results?
I don’t buy extended warranties for appliances because my experience has been if they are going to break that usually happens within the first year and it’s covered. I do, however, buy insurance for my laptops because they will break! I bought Dell computer’s for over 15 years and stopped buying them because they broke too much. My latest one is a Sony Vaio (and I LOVE it) and it is covered for everything. Even if I step on it!
This week’s WOW happens to be the opposite of last weeks. Five years ago we moved into our fully remodeled home and at that time we purchased eleven cordless window shades. All of the blinds have worked perfectly except for two that appeared to be a bit sluggish when I retracted them.
I called the company at the end of April and told them about my problem. They told me, “We have a 5 year guarantee on our blinds. You purchased these in March, 2007.” To which I said, ” Do you mean I missed calling you by a month and now they are out of warranty?” She said, “Yes, but don’t worry we will honor the warranty and we will fix them at no charge to you.”
Kudos goes to 3 Day Blinds for being an honorable company! They even gave me an option of paying to have someone come out and take them to be repaired or I could drop them off at no charge. (They truly believe and back their “tag line”)
This week’s focus is being reputable. Do you have a good reputation within your community? Do you back your product 100%? Do you treat your customers the same way you want to be treated? If asked, would they say you were honorable and that you have a reputation of taking care of your customers?
Reader Responses
“I may have mentioned in previous posts that we have but two things in our lives after everything else is taken away: our names and our reputations. If we lose them, we really have nothing. I watch not just companies but public officials who have betrayed the public trust and wind up going downhill in their lives. The first person who comes to mind is former U.S. Sen. John Edwards of North Carolina. He made a great career in the law for himself before becoming a senator. He established himself as a man of the people and then decided to run for president. During his run four years ago, Sen. Edwards became involved with a woman who was the videographer for the campaign. This was also at a time when his wife was dealing with breast cancer. He denied the affair and the child it produced, even convincing one of his campaign workers to publicly admit it was his child, and then had his mistress, her child and his aide’s family moved to California out of the public view while he continued to run for president. When the truth was eventually revealed, not only were there feelings of disappointment in John Edwards, but betrayal, especially those who had worked so hard for his campaign. Elizabeth Edwards stood by him through all of this, and then she died. I think she died of a broken heart. Whatever John Edwards does the rest of his life, he will have a difficult time restoring his reputation. It took years to establish that reputation, and it could take at least as long for him to attempt to restore it. After what took place a few years ago, how could anyone trust John Edwards at his word. After Barack Obama won the presidency, John Edwards still thought that he had a chance to be named U.S. Attorney General. After everything he did, Sen. Edwards really thought that the president would take a chance at naming him Attorney General! It boggles the mind. I think Edwards will probably be found guilty of conspiracy, but that is it. And, I don’t think he will do jail time. He could very well pay a fine and have his law license suspended for a period of time. But I think that will be it. All that I can say is that my reputation is important, especially as I help my wife raise our daughters. My daughters will have to deal with my reputation after I am gone. So, it is important that they can be proud of me and my life. In my dealings with coworkers, people I went to school with and other alums, and my own relatives, my reputation is paramount. I don’t want anyone to be ashamed of me because our family name and my personal reputation are very important. As for extended warranties, Kristen and I don’t buy them. If the product is good enough, there is no need for an extended warranty. I have always felt that was another way for companies to extract money from customers. I never liked it.” – “Warrior” Joe
WOW Word-Of-the-Week #407: Shameful
May 22, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #407: Shameful
Shameful – dishonorable conduct; lacking integrity.
Have you ever purchased a product that turned out to be defective? Were you able to get it replaced by the company free of charge?
This week’s WOW happens to feel a bit like a rant but I feel compelled to write this. Viking Range Corporation should be ashamed of how they treat 
their customers when it comes to replacing defective parts. We remodeled our home in 2007. We purchased a Viking refrigerator, freezer, and range. For what they charge I could have built two kitchens!
The refrigerator vegetable drawers never worked right. They would roll out and not stay in when you tried to close them. When we tried to clean then and put them back it was a nightmare. I thought it was me!
Last week I had to have my freezer serviced because it stopped making ice. The timer broke. I understand parts break. I figured while the repair man was here I would have him show me how to get my drawers to work correctly. In less than two minutes he said, “This part is too short. It’s defective.” I asked him to order me another one. He called to tell me that they had completely redesigned the drawer system and I had to buy a whole new glass shelf in order to get my drawers to work correctly. That just didn’t seem fair to me. When I called Viking they told me, “It’s out of warranty.” I called back three times because I couldn’t believe what I was hearing. Even a supervisor said, “There’s nothing I can do.”
And so, because I didn’t call immediately and complain, they have no intention of replacing it. My feeling is, “What difference does it make? Defective is defective. I think a reputable company would replace it.”
I will NEVER buy another Viking product! They knew the part was bad and redesigned it. I think it is shameful for companies to not recall and replace defective items. What do you think?
This week’s focus is on conducting yourself and your business with integrity. If you knew you had a defective product would you still continue to sell it? Would you replace the defective part with no questions asked? Would you dismiss a customer’s valid complaint because they didn’t do it immediately?
Reader Responses
“I think you should air this complaint under Viking Reviews! I have a Viking Range that works great, but is difficult to clean and recommended cleaning products from them cost a fortune!” – Marcia
“I agree that Viking should be held accountable. They are living on their “reputation” so consumers buy their products based on that. I suspect that you are not the only customer to have a defective unit. Have you tried communicating directly with their Senior management and bypass the “customer service” unit aka the “Department of Sales Prevention”. Raise holy hell and make noise until you get their attention. Use your leverage you blog person you.” – John
“My wife is very good about filling in the paperwork of products that we purchase so that we can be kept apprised of recalls and warranties. And she will mail it promptly. Over the past several years we have purchased Ford vehicles. The company has been good about mailing us notices regarding part recalls and other potential defects in the cars. When we have received them, we brought the cars into the dealership to check them for the possible problems. It is incumbent on companies to let customers know when there are replacements needed for products and other defects. If the companies don’t do it, then the dealership where the product was purchased should do it. After all, they received your money. You paid for it, you should get something in return. It seems we live in a time where companies will attempt to find loopholes in agreements so they don’t have to reimburse us for defective merchandise or replace it. It is almost as if the contracts we sign for these items should bear the adage, “CAVEAT EMPTOR,” in large, boldface type. Your story, Susan, is a manifestation of the lack of customer service with American companies. It is almost as if they don’t care whether we come back with our business. They will take our money and then take their chances with selling the same junk to the next customer. We really do have to beware when we purchase something. And, of course, everything looks good on a showroom floor. But then get it home and try working it, that’s another story altogether. Good luck, Susan. That was almost as bad of an experience as the time you went on that long train trek, which cost a good deal of money.” – “Warrior” Joe
“I guess because it’s not dangerous or life-threatening they can take this stance. Thermador is no better. My state-of-the-art frige had build-in/install specifications that ad to be strictly adhered to — but when that was done, the doors wouldn’t open/close smoothly. I had to have it removed, re-built,reinstalled, and the side gaskets had to be replaced because they were torn — at MY cost. Thanks to my wonderful builder/re-modeler, the unit has been trouble-free ever since.” – Mary
WOW Word-Of-the-Week #406: Carpe diem
May 15, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #406: Carpe diem
Carpe diem – seize the day!
When was the last time you seized the day and lived life to the fullest? Are you lucky to have a true love in your life? Are you making the most of each day?
I went to the Phrase Finder website and found this. “Carpe” translates literally as “pluck”, with particular reference to the picking of fruit, so a more accurate rendition is “enjoy the day, pluck the day when it is ripe.” The extended version of the phrase “carpe diem, quam minimum credula postero” translates as “Pluck the day, trusting as little as possible in the future.”
The meaning is similar to that of many proverbs that we continue to use in English as a warning to make the most of the time we have, with the implication that our time on Earth is short.
Many years back I had a friend who asked, “Susan, if you had six months to live would you live your life differently?” To which I responded, “Yes.” And then she said, “What makes you think you have six months to live?” Well, I thought that was pretty eerie and I have never forgotten it. As I have gotten older I have become more aware of how short life really is.
This week focus on seizing your days. When was the last time you went on a vacation? Do you cherish the people in your life who deserve it? Have you ever been guilty of taking your job or the people in your life for granted? Would you have to make changes in order to “make the most of each day?”
Reader Responses
“Good one! Thanks for the translation. Very interesting. Now, pluck the day!’ – Elaine
“Such a good message!! Hope you and Chris are super!!!” – Barb
“All we have is today. Let’s make the most of it, especially with the people we meet at work and other areas of our lives. Generally, people underestimate the effect that they can have on other people’s lives with just a smile, eye contact or a simple hello. My Godmother’s husband just died earlier this week at age 96. He was someone who believed in relationships, even with competitors in business. He was always straightforward and never tried to put one over on anyone. He always had a happy smile and enjoyed hearing the laughter of my daughters and his grandson, years after losing his eyesight. But he never begrudged himself the loss. He accepted life and people on life’s terms. Ben was always a great example of enjoying each day as it comes, and making the most of his relationships. I feel fortunate to have learned from Ben’s example, and as a result, I have no regrets. That is really all we can ask in the end, that we have no regrets in living our lives to the fulled. Carpe diem, indeed. Great phrase, Susan. Thanks. “Warrior” Joe Moran. P.S. Tonight I am going to the Cubs-Phillies baseball game with my uncle and his two kids. He took me to my first baseball game at Wrigley Field in August of 1968. Thirty years to the day, I returned the favor. These are the days – and the times – we need to treasure. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #405: iDisorder
May 10, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #405: iDisorder
iDisorder – an obsession from needing to be connected to cell phones, computers, and social media.
Do you have a smart phone? Are you constantly checking it? Are you able to put it down and leave it for periods of time?
Larry Rosen, Ph.D., a psychology professor at Cal State Dominguez Hills, has been studying the impact of technology on people for almost 30 years. He says, “People aren’t stressed anymore from being scared of computers and other devices, they’re stressed from too much of them.”
UT writer John Wilkens wrote, “Rosen fears that the need to be connected all the time leaves many people teetering on the edge of serious 
psychiatric problems: narcissism, obsessive-compulsive disorder, voyeurism, attention-deficit disorder, depression. He got the idea for ‘iDisorder’ by going to the movies. A self-described film junkie he started noticing a change in audience behavior. It used to be everybody turned their phones off before the movie started. Now, he said, some just can’t do without. They’re addicted. They duck down trying to shield the telltale light while they try to read or text. As soon as the movie is over almost everyone reaches for their phones.”
“I read myself in everything I wrote,” said Rosen. “I’m pro-technology. I think they are amazingly powerful tools. But I think some of us have forgotten that they are tools. A tool is something you pick up when you need it. It shouldn’t be a part of you, an appendage. I see people in restaurants eating fish with a side of smart phone. I see people constantly patting their pockets, suffering from ‘phantom vibration syndrome,’ the feeling that a phone is buzzing even when it isn’t.”
And boy do I agree! I have no intention of getting my phone to do anymore than it does. Which is make and get calls. I see couples at dinner, not talking, but texting and playing with their phones. What a shame!
I think this week’s focus should be on how to eliminate the chances of getting the “iDisorder” disease. Do you have an obsession with staying connected to your gadgets? Do you have trouble sleeping because your phone is next to your bed? Are you in charge of your technology or is it in charge of you?
Reader Responses
“That opens “i” up to a whole myriad of “connected” maladies. iPain, iStrain, iGrief, iDepression, iRash, etc., etc…I’ll let you and your audience cogitate on the symptoms for each of those maladies” – John
“I use my cellphone to make and get calls. That is it. The phone has the ability to take pictures, but I don’t take photos, even with a regular camera. I leave the photography to my wife and daughters, who are all shutterbugs. I don’t even like to pose for photos. The best photos are the most spontaneous. Cellphones, Smartphones, iPods, iPads, tablets, computers all get in the way of relationships. And relationships are what life is about. But we are so connected to our gadgets and doodads that we don’t make time for those relationships. When I go to church, I turn off the cellphone and leave it in the car. I don’t even take it into church because I don’t want to be disturbed. Another pet peeve of mine regarding ALL phones is call waiting. It is so rude to be in the middle of a conversation and someone says, “I have to take this call.” It is also frustrating. In many instances, the phone call was not urgent. If it is that important, whoever it is will call back. I can’t tell you how many times I have just let the other call hold until I was finished with the conversation I was having. Then I will check the message and return the call. My father does not like the idea that I won’t drop the call I am on to pick up his call. I just will not. Even with my in-laws. We and our calls ARE NOT THAT IMPORTANT. And don’t get me started about people not being able to drive and talk on their phones at the same time because they are not coordinated. I will relate one story about my youngest brother. He eventually bought my father’s business. I took him with me to a basketball game. When I picked him up, he spent a few minutes hooking up his cellphone in the car. In addition to the cellphone, he had a pager. While we are at the game, every 15 minutes, he left his seat to go to the lobby to either answer a page or talk to a customer. He could not be away from his business even for a couple of hours on a Saturday afternoon. It was as if he was on a leash and could not get away. That was the last time that I asked him to a sporting event, because I could not catch up with him on his life and what he was doing – besides business. That epitomizes how attached to these devices people are. And it is too bad. They are the ones missing out on life. Thanks for the word, Susan. You have a wonderful Mother’s Day weekend. Take care.” – “Warrior” Joe
WOW Word-Of-the-Week #404: Benefit
May 2, 2012 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #404: Benefit
Benefit – something that aids or promotes well-being; an advantage.
What are the advantages of doing business with you? What do you do that aids or promotes well-being? Do your customers, guests, clients, or members (and family members) know that?
Last week I had the opportunity to speak to the Pasadena Chapter of the International Association of Administrative Professionals on Administrative Professional’s Day. The chapter was great FUN! I received an email the next day from Julie who wrote, “I was sitting at the front table by the podium at the IAAP event last night. I wanted to tell you that I really enjoyed your presentation and your positive spirit.”
“It’s interesting that you quoted from Authentic Happiness. That is Martin Seligman’s book, the former head of the American Psychological Association, and the first one to tell the membership of doctors that there was more benefit to studying the good in their patients’ lives than focusing persistently on the negative. He made quite a stir when he told the doctors who were interested in billable hours for known maladies that they should look for what was right with their patients rather than wrong.”
Amen and thanks to Julie! Frankly this applies to all of us both personally and professionally. When I speak about motivating staff I say, “Create a Dependability Club. Reward your dependable people instead of punishing the undependable. When they see the benefit of being dependable they will rise to the occasion.
Then much to my surprise Julie added, “I write fiction as a sideline career and have three novels available on Amazon.com: The Wednesday Girl, An Exaltation of Larks, and The Finishers: How to Work in the World Without Losing Your Soul. Since you were so inspiring and drove all the way to Pasadena (it was my first meeting with IAAP), I want to offer you one of my books for free, no strings attached.”
“Please look them up on Amazon.com and let me know which one you’d like and the best address to send it to you. My favorite thing, as an author, is circulating my work so if you say yes, you’ll make my day. Thanks for coming!”
Well, that made my day too! This week’s focus is on benefit. Do you tell people the benefits of doing business with you? Do you benefit from the wisdom of your customers, guests, clients, or members by asking them for their ideas? Do you know how to create solutions for everyday problems?
Reader Responses
“Thanks for your weekly motivational e-mails with beneficial words and lessons to go about my work day/week with. You need to come back and address our troops again in the future.” – Barry
“Nice! Always good to get feedback that others have benefited from our presentation. I too am a fan of Dr. Martin Seligman and frequently recommend his website AuthenticHappiness.com and his earlier book Learned Optimism.” – Sarita
“I think it is better to show others the benefits of being involved instead of telling them. We all know that actions speak louder than words. Let others see the benefit by the way we treat them. Returning phone calls, emails or other correspondence. Remembering their special days. We have an insurance agent who always sends my wife and me cards on our birthdays – EVERY YEAR! To me, that is just smart business and means that the agent is thinking about us and how our business benefits him. There is not enough of that in the business world. When I worked at both Food Industry News and Pizza & Pasta magazine, whenever I did a feature story or promoted some product in the publications, I always sent a personalized note and a copy of the publication to the parties involved. It let me know that I had not forgotten them and that I appreciated dealing with them. It is those type of actions that people talk about. And as you know, Susan, PEOPLE TALK. Especially when someone goes out of their way for them. So, it is those actions that make people sit up and take notice. Several years ago, I received a letter from a young man in Howard Beach, NY, whose family had purchased several copies of my first book, “You Can Call Me Al.” The young man wanted to know if I could get a print of one of the pictures that appeared in the book of Al McGuire and Joe Paterno when they played against each other in a high school football game in Brooklyn. I sent him the print that Marquette University had in its archives. A few weeks later, a package arrived at my front door. It was a blown up copy of the photo, autographed by both Al McGuire and Joe Paterno. The young man had sent the photo to both men who were nice enough to sign it. I was obviously very grateful to the young man, and told him so. Great word, Susan. Keep up the great work and have a wonderful weekend.” – “Warrior” Joe