ODO the Odometer

This morning, after I settled my dog in the back seat and started my Toyota Yaris on the way to our morning run (the dog and I go for the run, not the car, which simply waits for us patiently), the dashboard displayed a character I hadn’t seen before—ODO.

ODO stood there, his hand on his hip, the other pointing to the gas gauge, directly at the half-full point.

Now, I DID appreciate the heads up, as I generally strive to keep the car’s tank at least half full, but this was the first time I’d seen ODO. Granted, at 11,709 miles the vehicle is still somewhat new to me, and the fuel gauge, built from eight dark bars piled atop one another that suddenly disappear as the fuel is spent, does take some getting used to. I actually prefer the old gauges, as the dark bars can vary from 30 to 80 miles traveled, but still, I thought I had adjusted.

I took another sip of coffee. I’m a morning person, but as I also tend to work late and too much, I’ve learned from teaching many eight o’clock classes that a little more coffee can work wonders.

Then I took a closer look. I collect bills on the dash, just under the center-mounted display assembly, so that I remember to pay them promptly. Reflected on the display’s clear plastic was the “Printed on recycled paper” logo from my phone bill, the logo neatly forming ODO’s head atop the image of a gas pump, the nozzle and hose forming ODO’s hand on his hip, the dark triangle indicating the midpoint of the gas gauge suggesting ODO’s other hand, pointing to the half-full tank. His name appeared to the right, just over the digital mileage.

This is not the first time something like this has happened.

One night, not long before midnight (as I discovered later—and a very late hour for me), I was suddenly awakened, and slowly focusing my eyes, glanced at the digital display of my alarm clock.

Alarm indeed. The display read “hE:ll.” Huh? While used to the tyranny of time, this was the first time a timepiece had been so poignant about it. Then, less than a minute later, the display changed to “SE:ll.” Now, I do have some investments, but they are primarily in mutual funds in my 403(b) and Roth IRA accounts, not instruments I need to anxiously track as a day trader. Still, all investments entail risk, and I was moved that my clock felt so strongly that it took the time to wake and warn me.

Just one minute later, the display warned “9E:ll.” I didn’t understand, but I was slowly moving from groggy sleep brain to thinking, waking brain. When the display changed to “LE:ll,” I sat up to examine the clock, and by “8E:ll,” I realized that one or both cats had raced through the room, overturning the digital clock (and disturbing my sleep). Since neither cat knows much about finanacial markets (indeed, they can't even SPE:ll), at 11:39, I righted the alarm, and by 11:40, I was drifting back to sleep.

I am comforted, though, knowing my clock (and my cats) would take the trouble to warn me in the case of a financial emergency. No doubt it’s taken its successful sentinel role rousing me each morning (not to mention the cats) to heart, and seeks to expand its responsibilities. No harm in hard working ambition!

However, I’m often not at home—and frequently in my car. Nice to know ODO will be looking after me during those times.

Writer

What Happened to Customer Service?

Power outages due to thunderstorms and tornados in the U.S. and Canada for the past few days included phone service, so I tried calling my girl, catherine, at her sister’s Tim Horton’s store, figuring she’d probably be there helping out. I was right.

“May I speak to catherine, please,” I asked. “I’m sorry,” answered the voice at the other end of the line: “catherine has just gone on her break.”

Now, seems to me that the start of a break would be the perfect time to take a personal phone call. However, that’s not the world of employees today. Why would you waste your break on personal issues, instead of waiting until you were back on the clock?

I’m reminded of a few years ago when I stopped at an Ames department store just as it was opening to pick up a few quick items on my way to work. Seems a few people had called in sick. Consequently, for fifteen minutes, before any cashier waited on any customer, the staff hashed out what would be the adjusted break schedule for the day. First things first.

Customer service is so poor today that it doesn't seem unusual when cashiers don't even speak to the customers, talking to other employees instead. People accept ungainly rules and procedures customers must fulfill before the business takes money. Long lines are a given.

Better service is often the personality of an individual employee, rather than a company trait. If every employee promptly provided goods and efficiently processed payment, that still wouldn't constitute good service; that's just what the customer is paying for!

One common business response is "We're just doing what everyone else does." Frame that service policy in Lucite and hang it in the lobby: "In our business, we're just doing what everyone else does." Inspiring.

Unless your business has 100% market share, at least some customers prefer the competition's product. What would make them prefer your product? Lower price is one way, but it doesn't build customer loyalty. If the competition can beat your price, your customers will be gone. Quality service, however, does build customer loyalty, and many customers will stay even when the competition beats your price.

Any business with economic profits will attract competition. Without significant barriers to entry, your product can readily be copied or even improved. But if a business is ahead of the competition in service, that's difficult to imitate quickly.

Yet even businesses with very happy customers sometimes ruin this with careless policies. For example, when I bought my new Toyota, I was thrilled with the dealership. I was there because my old Toyota threw a rod that morning at 199,974 miles, so I needed a new car quickly. They pulled it off, all in the same day! I test drove cars, they shuffled cars around with other dealers, they got all the paperwork completed with motor vehicles, and I was ready to go to financing—not a problem at all, since my credit rating is about as high as it’s possible to get.

Except for one thing. They insisted on selling me Scotch Guarding for the seat fabric and undercoating for the chassis, adding it to the monthly payment. I declined. Mr. Nice Finance Guy turned Gestapo. “Well can I ask why not?” he demanded in a rather nasty tone. “Well first, that’s one hell of a price for Scotch Guarding. Why wouldn’t I just buy a can and spray it on? Anyway, I have an active dog who rides in the car everyday on the way to our run. A little spilled coffee is the least of my troubles.”

“Well aren’t you worried about the car rusting through?” Clearly these guys are trained in high powered sales pressure. “It’s not necessary with today’s cars,” I responded. “How do you know that?” he demanded.

“Look,” I said, tired of this game. “I just drove a car 199,974 in New York State weather. I think I’ve got a pretty good handle on the situation.” He finally dropped it.

I was only as calm as I was because I’ve seen it before. This is my third Toyota, and while the first purchase was fine, at the second purchase the finance guy was so persistent and so nasty that I was walking out the door. By chance, I ran into the body shop manager, a great guy I knew from previous interactions at the shop, who immediately stopped, saying, “You don’t look happy” and resolved the situation.

I shared this latest incident with the sales rep. “I was a happy customer up until this point,” I noted. “Why would they want to ruin that?” She could only nod. “I know,” she said. “We’ve had people walk from financing before.” Can those few extra bucks possibly be worth losing all those customers? I shared the experience with the Sales Manager. "Well, by law, if we offer a service to one customer, we have to offer it to all." Talk about missing the point.

A local consultant tells the story of a gentleman who had recently purchased a lusury car from a local dealership, and when a windshield wiper insert wore out after very little use, went back to nicely ask that it be replaced. “He was told in no uncertain terms that wiper inserts were not covered under his warranty and sent away,” explains the consultant. “Where do you think he’s going to buy his next car? Not there! Not only would I have given him the part for the few measly bucks it would cost—I’d have installed it for him and apologized!”

I buy Toyotas for the mileage, the reliability, and the fact that the service department is near my home (I live out in the country). I can tell you, though, that if another company up and coming moved nearby—Hyundai, for example—I’d certainly give them a serious look.

Apple takes this to extremes. They make and sell excellent computers. After that, unless you want to PURCHASE the right to service (at rather high costs), you’re just on your own. They don’t even pretend. They don’t do service. PC vendors aren’t much better. If I were to start a computer business, that’s where I’d start.

Excellent service is a rarity. Any business that delivers it will stand above the competition where it counts--with the customer.

Writer

How to Train a Husky

My shepherd mix died about five years ago just short of age 16—my constant companion, hiking buddy, best friend. Girl friends were jealous of this dog. I knew I’d get another dog, but I was in no hurry. Hiking alone wasn’t much fun, but I wanted to wait for just the right one.

My vet knew this, and when another client had a litter of husky mixes (husky and lab), she hooked us up. I thought for a few weeks. I went to see the only pup left—the smallest of the lot, a ball of short but thick white fur. “What do you know about huskies?” I asked the vet tech. “The only thing about huskies,” she replied, “When they see a squirrel or something, they just take after it.” Understatement of the century. “About how big will she get?” I asked the vet. “Oh, probably around 48 lbs.” Nice call—today she’s 48.2 lbs.

This was a small dog for me, and I wasn’t sure—but the owners eventually talked me into it. I named her Shanti, which means “peace,” and comes from a Hindu sutra:

Lead us from the unreal to the real
From darkness into light
From death to immortality
Shanti shanti

Banshee would have been a more accurate choice. She’s a V12 engine in a Chevette—incredibly fast, and far stronger than the shepherd mix twice her size. Well, I’ve always been a good trainer, I thought. No problem.

I set up a puppy area in the kitchen, a safe place for her when I was at work, by blocking the hallway with a 4’ high piece of plywood. She took one look and effortlessly sailed over the counter through the open area into the living room. OK. I puppy-proofed as much as possible, and left her the run of the place, ignoring her yips as I left for work. When I came home, she was lying outside—she had managed to break an outside door. I fixed it as much as possible, placing a 4x8 sheet of plywood in front. When I returned, she was inside—and the place looked like a cyclone had hit it. The day after that, she was outside again—went through a window. When the weekend hit, I decided to try short trips to calm her separation anxiety—15 or 20 minute trips to the store. On one, she toppled a wooden bookcase and reduced it to toothpicks. I’m not exaggerating. On another—she went through another window.

OK. Outdoor dog, at least when I’m not home. Since she was such a good jumper—and digger—I knew my fence would never hold her. I built a lean-to/doghouse, bought some hay, plenty of waterproof toys, and got her a 20’ lead of vinyl covered aerial cable--just long enough to give her some room and some shade without getting tangled around the trees. That is, until she tore the lower branches off the trees. I also learned to regularly inspect the cables—she broke a few and went on a neighborhood spree for hours.

Now comes the husky game—ask any husky owner. You get just so close—and at the last moment the dog dodges. Huskies can do this for hours, and they’re very good at it. You literally can never catch them. And they love it. Kind of a challenge for training.

“OK,” I figured. “I’ll lure her with food.” Not so fast. Huskies don’t overeat, the vet tells me, and food isn’t much of a motivator for them. Even when it sort of is…back to that “ever so close” game before that husky dodge. She knows this means the end of the romp. The only hope is to get someone else to call and grab her (huskies are very friendly)—until she figured that one out too.

Once you’ve got the dog by the collar—new problem. Immediately she’s on her hind legs, paws around your arm. I remembered my dad describing this behavior in sled dogs after his trip to Alaska. OK, fine—on your hind legs then. Not so fast. She’d just flip over on her back.

I was always the person people turned to for training advice. I’d never even owned a leash before. My last dog had been calmly heeling beside me at six months. But I was out of my league. I needed help. I asked the vet to recommend a trainer.

Training involved mostly me learning how people train a dog with leash and choke collar, and Shanti wanting to run over and play with the other dogs. I did manage to accomplish a few things—pulling up on the leash to get her to sit, for example—but to a husky, once you’ve done something like “sit,” it’s done, and now it’s time to get on with life, not just sit there. I learned to snap the leash to get her to stop pulling—OK, to lessen the problem of her pulling--but mostly I managed to teach her only that I wanted her to do these things, to recognize them…not necessarily do them.

I expressed my frustration to the trainer, pointing out the virtues of my last dog’s training, that we had been a team. “Look,” he said. “You had an exceptional dog. Now you have a normal dog.” “She listens to you,” pointed out the vet. “She’s half husky,” added her colleague. “She’s that much closer to wild. You’re doing fine.”

At six months, she was due for spaying. This meant she would have to stay inside afterwards for a few days until the incision healed; lying outside was out of the question. I was also supposed to keep her quiet. “How am I going to do that?” I asked the vet. “Well…relatively quiet.” OK. I bought a large metal dog crate and set it up in the kitchen. I picked her up from the vet as late as I could—she was yelping and yelping in the kennel when I got there, and had been all day. She was calm when I was home, but she definitely didn’t like the crate idea when I left for work in the morning.

When I came home, she was outside the crate. She had banged and banged against the door until the latch lifted enough to let her out. Then she trashed the place again. The next morning, I secured the latch. She was outside the crate when I got home—she had banged and banged against the collapsible crate until one wall caved. And she trashed the place. I secured every joint of the crate with wire. She ripped the bars from the welding and bent them back to make a hole and escape. Yes, I’m serious. I decided to risk the chance of infection outdoors.

Then I noticed something—she stood and waited at the open front door. She always does, until I say “OK.” This I could work with. Mainly I wanted to be sure I could control her as a full grown dog, so I invented a game. “Play!” I shout, and she goes nuts, jumping and slashing at my gloves (she plays very, very rough). Then “Enough,” and she sits, watching and waiting for the next “Play!” “Enough.” “Play!” “Enough.” She’s very good about it.

Hiking is another matter. I’d love if she could just run and run, but she’s so fast that she’s gone in a flash. Usually, I just count on a dog to stay nearby to train it for hiking. Trouble is, together with her speed, she has an excellent nose. When I tried to trick her by walking off the trail (to get her to stick closer next time), I just found she could follow my trail at a dead run—including right angle turns. What do you do when her position is “I AM right with you. You’re five miles that way—I can smell you.”? Add to this that she loves people and especially other dogs and will follow them for miles until she finally decides she’s done and comes back (and in the meantime I’ve no idea where she is). I turned to the Internet and the book store. What do professional husky owners do? I soon found my answer, absolutely consistent from source to source: never let a husky loose.

Getting her to leave game alone also proved impossible. Once she sees it, she’s completely and immediately focused on nothing else, and takes off as if fired from a gun—even on her leash. I use the heavy duty 26’ retractable leashes rated for large dogs. She breaks one every few months. Miraculously, she comes right back when I call her. Most puppies will look crestfallen when scolded, but she always just looked at me, sometimes yipping some version of “What? Come on—what’s the problem? That was the third squirrel, damn it. We HAD it man, we HAD it! What’s wrong with you?” I settled for minimizing pulling—but I still have to continually repeat this, and I get a nasty jolt to wrist, shoulder, elbow, ankle, knee, and so forth regularly. Sometimes I have her walk behind me, but since she walks RIGHT behind me, no clearance at all, I usually give up (heeling doesn’t work well on narrow trails).

In the car, she’s always in the way when I get in, but jumps to the back the moment I start the engine. She now comes when I call her for our morning run, instead of standing, stretching her back legs, stretching her front legs—and lying down again. And not in a circle anymore, then only to do the husky dodge. In a straight line. Right to me. I swear (one friend and lifelong husky owner can’t quite believe it). When cars go by while we’re walking down a stretch of road to the trails, she automatically heels, watching me for the “OK.” Truly. And today she comfortably roams the yard on a 60’ lead (which still needs regular inspection for impending breaks)--without terrorizing the trees.

The most unique training was the cross-country skiing. I always had to wait for my shepherd mix to catch up, but Shanti feels only “About time you moved your ass. Best you can do?” Good, but how to keep her on a leash while my hands are occupied with ski poles? I finally hit upon wrapping a short, metal chain leash around my waist, outside my coat, threaded through the handle of the retractable leash. This also allows the leash handle to travel around me when Shanti runs back and forth, instead of wrapping the cord around me. (I used to use my belt, but she kept breaking them and ripping open my coat when she abruptly took off after game.) This works reasonably well—until we come across another dog.

The other problem is pulling—sounds like fun, but it’s often dangerous, depending on the terrain (I ski in the forest) and the conditions (like when hikers or snowshoers have packed the ski trail into a flat field of ice instead of walking in a separate, parallel trail). If another dog is ahead, she knows it, and suddenly we take off. If you see snowplow marks on a flat ski trail and wonder how that happened—that’s me. So the most important command for skiing is “Back!” You do NOT want to go skiing down a curving, forested hill with a husky pulling you faster in random directions while you’re fighting for control—or trying to slow down. Again, she follows IMMEDIATELY behind, but I’ll take it.

So how DO you train a husky? Lots of time, lots of patience, a healthy supply of Icy Hot, Mineral Ice or Tiger Balm, and plenty of ibuprofen.

Writer

Snow Day

Beware the ides of April, I guess.

After yesterday's freak snow storm, I took one look at my car and realized I'd be stuck for hours. I called campus, cancelled classes, made coffee, and set out to shovel the eighteen inches of wet, heavy snow (not to mention what the snow plow had left). I managed to clear enough snow to open the car door, start it, and crank up the radio for company while shoveling.

I typically listen to NPR, and soon the news broke about the shootings at Virginia Tech. What's to be said?

However, I didn't spend my day thinking about what's wrong with the world. Slowly shoveling the heavy snow, laboriously walking each load to the bank, I remembered a few months back when day after day of lake effect snow buried the county. The snow blower my dad gave me when he sold his house wouldn't start, and I was forced to shovel day after day, for hours, until my muscles could barely tolerate lifting the shovel, and the banks towered over me--and that's just clearing an area to park by the road.

Barely able to move, sore and exhausted in those back to back days of endless storms, I looked at the sea of snow yet to be crossed. I needn't have worried. A stranger stopped, surveyed the expanse, and set about plowing it back. When I could free my car, I moved it, and he pushed back every bank as far into my trees as possible. The next day, as I was buried again, a neighbor drove up in his loader (we live in the county, so houses aren't close), cleared the new snow, and went down my 200 foot driveway as far as he could, lifting the now four feet of snow and moving it to the line of trees. The next day after that, the neighbor on the other side (again, quite a distance) walked his snow blower over, cleared my parking area, then cleared a path down the rest of the driveway as far as possible. And the following day, someone else (with a different size plow) cleared my place while I was at work.

As I shoveled yesterday, I saw the signs of their work and remembered their spontaneous kindness. I thought about all the times over the years I've had road side trouble, or got stuck, waiting for someone to stop and help. Someone always did. I never doubted it--I just assumed. That's what people do.

The world is still a wonderful place.

Writer