Category Archives: Alas Babylon

Small Minds in Small Business: Dumb Ass Stupid Management

I walk into the local liquor store and ask a woman who’s obviously a manager or part owner to order a very expensive vodka and single malt scotch. I tasted Konik’s Tail Vodka at Scott’s in London and my local cigar club carries Dalmorie King Alexander, which I’ve inexplicably developed a taste for. I want them on hand for when the spirit moves me (pun intended).

Well! I just about ruined her day. She couldn’t find the vodka on her lists easily, and I pointed out that I found it on the internet with no trouble. Then she told me that it may not be available or it may be rationed or it may be stolen by pirates (I began to lose interest). She told me she’d check and call me. I somehow doubt both.

A boutique hotel nearby reached out to me over a year ago, but the sales director dropped the ball, told me NOT to come for dinner unless she was there, and never offered me the deal she had promised. Recently, the new general manager reached out because he used to sell me clothes in a boutique store in another life time. I arranged for some rooms for a group in January to make a gesture. His director of lackluster service wrote me asking for credit card details, copies of both sides of the card, photo ID, blood tests, etc.

I told him the hotel I usually use simply sends me a bill for the rooms and I send a check. He said they’d only accept a check five days in advance. In other words, they have to protect themselves because my credit may not be good or I could give them a worthless check.

On the other hand: A speciality wine shop nearby immediately agreed to pursue a high-end wind they’d never carry to ship as a gift for someone, and they secured it and sent it and then asked for my payment later. Four restaurants on Main Street carry Jean Marc Vodka for me (and one stocks Far Niente) which they can’t really sell daily due to the cost, because they know I like it and they like me to be happy.

It’s like the TSA with too many small businesses—you’re guilty until proved innocent, and you’re not innocent until we invade your privacy. I drink very expensive liquor, and I placed 80 local hotel rooms last year, but I’m not about to move my business to people who are too  lazy or too suspicious to want my money.

How are you reacting to customer inquiries? With enthusiasm, or suspicion, or sloth? Only one will make you rich.

© Alan Weiss 2014

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Posted in Alas Babylon, Business of Consulting, DASM | 9 Comments

The Commuting Conundrum

I’m sitting in my New York hotel catching up on email and writing with the TV on in the background at 8 am. Bear in mind that I am originally a New Yorker and I’m here very often. I know the place well and thrive here. Few things surprise me.

The TV traffic reporter is noting matter-of-factly that the delays at the George Washington bridge are 30 minutes, the Holland Tunnel 20 minutes, and the Lincoln Tunnel 40 minutes. That means, for those of you in Wyoming, that when you hit the approaches to the Lincoln Tunnel from Jersey it will take you 40 minutes of barely inching forward to get through into Manhattan. (It’s probably taken you 40 minutes or more to get there, and you’ll have another 20 or 30 minutes maneuvering around Manhattan to your ultimate destination.)

Not long ago I had to be in Boston for a meeting, and I read in the back seat while the limo driver spent 90 minutes getting me there for what is a 60-minute trip in non-rush hour traffic. (Both New  York and Boston have access by train from many directions, by the way.)

I don’t know of a more stressful life that people deliberately enter other than joining Delta Force or the Navy Seals (or standing through a rock concert). You can see the stress on the faces of the drivers (except those who are texting, reading, or putting on makeup). It’s a horrid way to begin or end a day. You arrive at work or at home worn out and angry. There is always someone trying to gain an advantage that doesn’t exist, and the insane bikers (especially in LA) motivate you to open your door as they whiz by with two inches of clearance or cut you off at the lights.

In this age or electronic wizardry, why do people commute at the same times every day, increasing their stress levels and damaging their health? Maybe they all need the Paleo Diet….

© Alan Weiss 2014

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Posted in Alas Babylon, In Case You Were Wondering What I Was Thinking | 2 Comments

Uh, oh….

Relative to my being stopped for indications of explosives in my luggage in London reported elsewhere here on my blog, a man was just detained in Florida because the machines detected explosives on his person. It turned out to be his cologne. I am not making this up, it was reported this morning on all the networks.

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Not So Sweet Dreams

A Play in One Act

Dramatis Personae:

 

Me: A seasoned traveler with about 4 million air miles, approved by US Global Entry, a man the police would call an “upstanding citizen.”

 

Katrinka (KT): Security supervisor at British Airways Terminal 5.

 

The Inspector (IN): British police inspector called upon when possible bomb materials are detected.

 

Plain Clothes Counter-Terrorist Official #1 (PC #1): Called by an inspector when there may be a serious threat.

 

Plain Clothes Counter-Terrorism Official #2 (PC #2): Assists PC #1.

 

Dog Handler #1 (DH #1): Controls dog with special detection skills, not revealed.

 

Dog Handler #2 (DH #2): Controls second dog with different special detection skills, not revealed.

 

Cocker Spaniel #1 (CS #1): Works with DH #1 above. Black.

 

Cocker Spaniel #2 (CS #2): Works with DH #2. Brown and white.

 

Our Drama:

 

I had finished my meeting at The Haymarket Hotel on Friday after a great week and went downstairs at 1 pm to meet my driver who was to arrive at 1:30. However, my driver also arrived at 1, so we left immediately for Heathrow Airport. The trip took exactly one hour.

 

I checked in with British Air first class, and was going to collect the VAT I was due for an item purchased while in London. However, the line was so long—over 100 people—that I calculated even if each person took only 30 seconds (which was highly improbable) I’d be on line for an hour. I wanted to buy some cigars and change my money, then have a drink in the first class lounge, so I decided to forego my refund. (Which, by the way, I think is their intent.) The money wasn’t worth my time.

 

I went into the fast track security line and was through the security machine in two minutes or so, but I noticed my carry-on bag had been diverted to another inspection. These inspections are painfully slow, but my plane was at 5, meaning I had to be at the gate by 4:40, when they close it. It was only 2:10.

 

A woman painstakingly went through my bag, took things apart, swabbed everything in sight, and then inserted things into machines. She told me I failed a test, but was using a second test which should clear things up. While I waited, KT showed up, consulted with the woman and came over to me.

 

KT: I’m afraid, sir, we have a bit of an issue, your bag is testing positive for chemical and/or explosive materials.

 

Me: What?!

 

KT: What kind of doctor are you? What medicines do you prescribe or consume? Might they rub off in your luggage?

 

Me: I’m not the kind of doctor who helps people! I’m a PhD.

 

KT: In what field.

 

Me: Psychology.

 

KT: Psychologists can prescribe medication.

 

Me: I’m not a psychologist and If I could prescribe anything, believe me, I’d be taking Valium at this very moment.

 

KT: I’m sure we can clear it up, but since you failed both tests I’m required to call the police.

 

Me: What?!

 

KT: They are very rapid and thorough, and will get here within 20 minutes. I’m sure they will put this right.

 

Me: What do they need to do to put things right?

 

KT: They will interview you. Please just wait over there with me by the podium. We’ll keep your bag here, you can retain your briefcase, and I’ll hold your passport.

 

In about 15 minutes, an officer shows up in full regalia, including bullet proof vest and two cell phones dangling from it.

 

IN: Hello, sir, I’m Inspector Peters (name changed) and I’ll have to ask you a few questions.

 

Me: Sure.

 

The inspector proceeds to ask me the same questions KT did, and also about whether my bags were ever out of my sight. As he is questioning me about my Indonesian and Chinese visas, PC #1 and PC #2 arrive. They are both talking on their phones.

 

IN: What do you do specifically if you’re not a doctor?

 

ME: I’m a consultant.

 

IN: And why are you here in London?

 

Me: Teaching other consultants.

 

IN: Hmmmm.

 

Me: Who are these other guys?

 

IN: They are counter-terrorism agents.

 

Me: What?!

 

IN: It’s all procedure. We’ll have you on your plane in plenty of time if we are happy and the dogs are happy.

 

Me: What?!

 

IN: It’s procedure, the dogs will have to sniff your bag. They are far better than the machine.

 

Me: Why dogs, plural?

 

IN: They each specialize in something the other doesn’t.

 

Me: What things?

 

IN: I can’t tell you that.

 

PC #1: May I ask you a few questions?

 

Me: Sure

 

He proceeds to ask the same questions for the third time. I note that each of them has to copy all the information from my passport longhand on pads, and they help each other spell certain items.

 

PC #1: Tell me about the kind of consulting you do. And why are you going to Miami?:

 

Me: I’m not going to Miami. I’m going to Boston.

 

PC #1 rechecks my boarding pass and confirms that I am correct about my own destination. PC #2 is now off the phone and confers with his partner.

 

Me: Everything okay?

 

PC #2: Yes, we’re happy, but we have to wait for the dogs.

 

PC #1: I used to be a consultant, you know. I worked with Oracle and lived in Redwood Shores, California.

 

Me: What!!?? I lived in Redwood Shores for two years!

 

PC #1: How about that? I was thinking of getting back into consulting some time.

 

IN: The dogs are here.

 

DH #1 and #2 arrive, #1 with a black cocker spaniel and #2 with a brown and white cocker spaniel. While they are getting set up, IN asks if there might be any kind of spray or liquid I did not put in my plastic bag.

 

Me: Yes, the hotel gives guests sprays to use at night on the pillows to help with sleeping, and I threw two into my bag.

 

IN: I’ll bet that’s it.

 

He goes over to KT, confers, and they run the machines again.

 

IN: The machines have now passed you, but the swabs found the substance in the lining of your luggage. The spray probably leaked, but it’s up to the dogs, now.

 

Me: Sleeping spray turns up on your machines as explosive materials?

 

IN: Yes, it’s happened before.

 

Me: What happens if the dogs aren’t happy?

 

IN, frowning: We need to go through additional processes.

 

With everyone now watching, they choose CS #1, who trots into the security operations where my bag is and can no longer be seen. No one is saying anything. The dog emerges in 20 seconds.

 

KT: We’re good.

 

IN: Sorry to have troubled you sir.

 

Me: What about the other dog?

 

IN: Fortunately for you, it wasn’t needed.

 

Me: Will this be a problem if I renter the UK, which I plan to do next year?

 

IN: No, but my advice is to get rid of the bag. We had a woman with the exact same problem, and she kept telling us it was a coincidence that she was always singled out. But she kept using the same bag.

 

Me to handlers and IN: Can I take the dogs’ picture? Inspector, would you like to be in the shot?

 

IN: No, you can’t take my photo, against the rules.

 

DH #1: You can’t take ours either, and you’ll have to blur the dogs’ faces.

 

Me: You’re afraid of the dogs being recognized??!!

 

DH #1: Just having a bit of humor with you, sir.

 

It was now 3 pm. The British Concorde Club was just a few feet away. I asked the bar tender to fill the nearest glass to the top with Jameson’s.

 

If the car had come at 1:30 and I had waited in the VAT line, it would probably be 4:30 at that point and a train was required to reach my distant gate, which closed at 4:40.

 

On my way to the train, I stopped in a cigar store and took a handful of the best they had. It’s not every day that you go through a human hierarchy to find that a cocker spaniel holds your fate in its nose.

IMG_2563

© Alan Weiss 2014

 

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Dumb Ass Stupid Management: Social Security

I had to file some papers with the social security people, and they are in a very nice area, between one of my cigar clubs and the spa where I get my massages. So I planned to hit all three the other afternoon.

I was told that the SSA office is only open until 3, and only noon on Wednesdays. (Good hours, right? Imagine McDonald’s or Apple or Ford keeping those hours.) I arrived with a book and my iPhone, dutifully registered on a touch screen, and received my number in line.

Two of four windows were closed, unstaffed.

One woman staffer was moving people quickly, and my number was called within 20 minutes. After asking me the same questions I already answered on the computer screen, she told me that my transaction couldn’t be processed that day. I’d have to come back, and no later than 1:30 in the afternoon.

“Why is that?”

“We’re understaffed and this transaction needs a specialist.”

“I was told on the phone that I didn’t need an appointment and that I could come at any time prior to closing.”

“Whoever you spoke to didn’t understand that we’re understaffed and only take care of this transaction earlier in the day.”

“So, I’ve been told the wrong thing, wasted my time here waiting, and you’re simply telling me to come back again?”

“That’s correct.”

Small wonder she was moving people so quickly!

In the waiting room were elderly people, one severely hearing impaired, one in a wheelchair, and several who were dropped off by drivers. They were all taking time out of their day to be there. There were also younger people, no doubt missing work.

And people believe the government should take over more services and activities? The best and brightest do not go into government management. We all have to live with the consequences.

I visited my cigar club early, where they know how to treat their customers.

© Alan Weiss 2014

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Sorry, I’m a PROFESSIONAL Victim

A guy registers for my new Power of Personal Worth program to begin in September. He did this when I had a discount offer a couple of months ago. But his credit card was denied. We sent him a notice and told him he’d have to resubmit.

He wrote me two days ago to say the notice was just found in his spam folder, and he’d like to know how to get the original, expired, discounted price. So: He sends a credit card that isn’t honored by  his bank, doesn’t check his own mail or has the wrong filters, and wants me to make an allowance for him.

That’s not self-worth, which involves accountability, that’s victimization as an art form. None of it’s his fault, so I should make it up t0 him.

There’s a free lesson if you want to take control of your life.

© Alan Weiss 2014

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Shadows of Schadenfreude

 Shadows of Schadenfreude

(Stuff I Should Probably Feel Bad About But Somehow Don’t)

 

• I want the kids in the surf who scream like banshees with every wave to get a mouthful of seawater until they stop, and for good measure I want their parents’ food to be stolen by seagulls.

• I love it when the moron tailgating me on a city street can’t make it through the light after I do.

• It’s rewarding when the cool dude who wanders into the bar to see if anyone in there is worth his precious time trips over a table leg on the way back out.

• Makes my day when the people who ostentatiously arrive at their front row seats at the theater late are mocked by someone on stage.

• It’s nice when a braggart “instructing” people about how to enjoy Italy based on his one trip there for a week learns he’s speaking to people who were born there.

• I’ve had it with people in church who allow their kids to scream during services so that nothing else can be heard, even though there are private rooms they can use and still hear the service.

• If you’re going to stop in a doorway to chat leaving a theater, you deserve to be trampled underfoot.

• People on motor scooters doing 20 in a 45 zone, refusing to move over for other vehicles, should run out of gas in a deserted area with no cell phone reception 50 miles from home.

• Servers who introduce themselves at length, offer gratuitous opinions about food and wine, and constantly ask how you’re doing should be caught stealing food and spend the rest of their employment washing dishes.

• The person talking to you but looking over your shoulder to see if there’s anyone more appealing to talk to should miss Bill Gates and Diane Sawyer departing right behind her.

• The people who insist on saying, “No problem” should have some problems.

 

© Alan Weiss 2014

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Dumb Ass Stupid Management: Capital Zero

At 8:30 on Sunday morning, our home phone rings. It’s someone from Capital One asking for “Mary Weese.”

“If you want Marie Weiss, that’s my wife and she’s sleeping. Why are you calling on Sunday morning?” (And how is it you can’t read or pronounce her name?)s

Of course, it’s the fraud (fear) unit, and they can only speak to Maria, can’t talk to me. The woman reads me a script. I stop her and stay, “Just give me a phone number.”

Maria calls back later, and it turns out they were questioning a $4.50 (you read that correctly, four dollars and fifty cent) charge that she made on the internet. They thought it was a convenience store (so what?). That took care of it.

What did that cost the oafs at Capital One? Maybe a thousand dollars to take care of? Over $4.50. That’s what happens when you have looney, zero-tolerance policies and you’re scared stiff of someone stealing a card number.

What do you think the paycheck is of the guy heading Capital One? It’s more than he deserves, you can bet on that.

© Alan Weiss 2014

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What? Who’s Where?

Beware, the Who’s Who scam is back with us lately, telling you you’ve “qualified” to be listed, meaning that you have enough money to buy the book they produce. Who’s Who books and listings with rare exception are ego-oriented nonsense. I placed my dog, Trotsky, in one, once. That’s how strict the vetting is!

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Self-Worth

A woman tries to register for my upcoming series on personal fulfillment and self-worth. Her credit card is rejected by her bank on my terminal. This happens perhaps five percent of the time, and 90 percent of those are quickly corrected by the purchaser. As you know, banks are ridiculously paranoid about charges, security, and so on. People generally apologize for the inconvenience, resubmit, and we’re all happy.

This woman, however, writes me back: My card WAS and IS valid!! She screams at me as if  it were my fault the bank didn’t accept the card. (We attempt all charges three times to ensure the error isn’t ours.) I told her that her response was unacceptable and I doubted that she could get anything out of a series on self-esteem, since hers had gone missing entirely. Killing the messenger is the age-old symbol of insecurity, not unlike putting your hands over your ears, closing your eyes, and yelling.

Some people are too far gone. She’s the kind who, if honked at on the road, goes into road rage.

The bank is simply rejecting your attempt to charge something, not your worth as a human being. You control your destiny by correcting the bank, not screaming at the message.

© Alan Weiss 2014

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