Broken

Last year (2010) just about everything that could break, did. We called it the year of the broken. I replaced the control panel on the dishwasher as well as the fuse a couple of times. I replaced the motor on the clothes dryer. We junked the Toyota Camry because of failed rod bearings. Donovan did major damage to his leg and is the proud owner of a huge scar that allowed entry to a plate and several screws. The upstairs shower started leaking which necessitated a huge hole in the downstairs ceiling in order to fix it. I could go on, but I am trying to block it all from my memory.

Then, this morning, this happens.



Icy roads helped Spencer over the curb and into a tree. Everyone was fine. The air bags didn't even go off. But the wheel was damaged so that it cannot be driven.

I sure hope this doesn't turn into the the decade of the broken.

The Dichotomy of Music

I was enjoying the high school choir holiday concert on Sunday when one of the groups began to sing "This Little Light of Mine." My mind wandered back a few years to preschool concerts. I could see in my mind the children being herded to the front of the room by their teachers. I remembered how cute the children were as they sang their little hearts out. Their enthusiasm and smiles made it impossible not to grin from ear to ear.

Sunday was different. The music director had complete control. With just a wave of the hand or a knowing glance, the young adults made seamless transitions. Their faces beamed with pride. They sang with confidence and clarity as their voices rang through the auditorium. Their was a smile on my face, but it was difficult to hold back the tears in my eyes from the beauty of the music.

Study Hard

Are my math skills rusty?

I just had an occasion to read the following:

"Did you know, in 2006, an estimated 2 million U.S. employees were physically or verbally abused in the workplace? Workplace violence affects one out of every four full-time American workers each year.*"

*Source: Northwestern National Life Insurance

So let me see if I got this correct. 2 million abused, which is 25% of the work force. Therefore, there are 8 million people in the work force in a country of approximately 300 million people?

Unemployment is a huge problem.

Miami University Student Foundation Triathlon

I participated in the Miami University Student Foundation Triathlon over the weekend. It was a great event. Everything seemed so well planned and thought out. The facilities were great. I especially loved swimming in the 50 meter pool. Here at the "Y" we only have a 25 yard pool and it gets tiresome turning around all the time.

The volunteers at the event were helpful. I had asked a couple of questions of the volunteers and they had the answers and were cheerful in their response. Along the course it was nice to have them cheer us on. Even the participants who finished before me were there to cheer me on! All in all it was a great event.

I trained long and hard for this event. I awoke early many days a week training in the cold and sometimes snow and rain. On the day of the event I swam hard, rode hard, and ran hard. In fact, I was imagining that it was my best run ever. Therefore, I eagerly awaited the posting of the results.

Saturday afternoon I check the website, no results. Saturday night? Nope. I awoke early on Sunday morning, no results. Now I am starting to have mixed feelings about the event. I check again Sunday afternoon, photos!

The photos are great. What a nice addition to the race to have our pictures taken as we cross the finish line. But where are the results?

There was a set of train tracks that ran through the middle of the course. They had warned us before the race began that CSX was not cooperating and there existed the possibility of a train interrupting the race. They promised that if it did happen all those involved would have their times adjusted accordingly. Just as I crossed the tracks, I could hear the bell begin to ring and the crossing gate go down. Was that the hold up with the results?

Finally, Sunday evening the results get posted and what do I find? There it was in three large capital letters, DNF. Did Not Finish?? Was it a dream? I realize I only had 3 hours sleep on Friday night. As I was loading the van on Friday night I discovered a broken spoke. A quick trip to the bike shop for a new one solved that problem, but then I popped my tube. This time off to Wal-Mart because the bike shop had long since closed. Eventually I got the van loaded and off to bed by midnight. The next morning (or was it still night time) it was a long 2 and a half hour drive to Oxford, OH. I may have been a little sleepy, but I clearly remember the great time I had at the event. The course, the volunteers, the spectators, the participants, and all that training made for a great event.

DNF? No, I am sure I was there. My sore legs know I was there. And, the photo shows me crossing the finish line.

Three Strikes, You're Out

Why is it I always seem to write about customer service? Today I have yet another tale about how three different entities could have offered a simple solution to the same problem, but they all failed.

I recently had two skylights installed as part of a roof replacement project for my home. At the end of the day I went to open my new skylights and there was no control hook on either window. (The control hook allows me to connect a long rod to the crank handle so that I can open the windows on the ceiling from the ground.) I asked the contractor about the hooks and he assured me that they were not in the box. I was unsure whether or not there should have been hooks in the box as the retailer had many options for the skylights and maybe that was an option I failed to purchase. I also could not go through the box myself as it was at the bottom of a dumpster full of the shingles they had torn off the house.

I made a call to the retailer where I had purchased the skylights and they assured me that they should have been in the box. But that was no problem. They would send a couple of hooks out to me.

After two weeks, I did not receive my hooks so I called the retailer back and again explained the situation. Again I got the same response and they said they would try submitting a warranty claim so that I could get my hooks. However, the next day they called me back saying they could not get any hooks for me. The manufacturer assured them that the hooks were in the box and that it was impossible for them to be missing.

Next I tried the manufacturer of the skylights and explained the story to them. They insisted that the hooks were in the box along with a few other items I might need (none of which I now possess). They offered to sell me two new hooks at $14 a piece.

Am I expecting too much? Let's review what is at stake here.

I spent $6300 for a roof replacement and installation of two skylights. When $28 in parts come up missing, the contractor offers to do nothing. If I were the contractor, I would be apologizing profusely and offering to order two new hooks and have them installed at once, especially when I see that the customer lives in a neighborhood where there are many other roofs that need replaced. $28 would be very cheap advertising and compared to the $6300 received from the customer, would be easy to cover. Strike one.

I spent $1000 for two skylights and when $28 in parts come up missing the retailer at first tries to do the right thing by offering to get me replacements. Apparently, that was only because they thought they would be getting them free from the manufacturer. When they discovered they might have to cover the cost they backed down. If I were the retailer I would be thinking $28 is nothing compared to the $1000 I collected from the customer. Order the replacements and have them sent out immediately. Strike two.

I purchased two skylights made by a reputable manufacturer that has a track record of great customer service and when $28 in parts come up missing (that's retail value, not manufacturing cost) the manufacturer offers to do nothing. If I were the manufacturer I would recognize that this is an opportunity for great customer service and even though it was not my fault, would send out replacement hooks. My cost to send out replacements would be worth the praise I would receive from the customer as he told all his neighbors about his new skylights (that I made!). Customers like to tell about the experiences they have had and I would take any opportunity available to me to cause a good experience, especially one that costs so little. Strike three.

If you are keeping tabs on the money I just spent you might be thinking to yourself why am I complaining about $28. After all that's nothing compared to the $7300 I spent on the roof and skylights. The problem is, as I have mentioned before, it is the simple things in life that make the most difference. This small amount of money has caused me to speak badly about a local contractor, internet retailer, and world wide manufacturer. Three times someone was able to offer a simple solution. And three times they struck out.

3 Year Old Question

I was in the kitchen today preparing lunch as my wife was helping our 3 year old get ready to visit my parents. I heard him starting to ask questions.

"Why does dad have a dad? Why does dad have a mom? But, the real question is..."

And I started to think, wow what is going through his mind? I couldn't wait to hear what the real question was!

"when you turn your car on, does it return the favor?"