Category: Consumer Issues

By Posted on Posted in Business Ethics, Consumer Issues, Customer Service as Marketing, language, Mindset, Psychology, Shel's Personal Life Tagged with , , ,

I just experienced such a screwed-up customer service encounter that I have to share it.

Do you pass the squeak test? - Victus Catering ConsultancyIn August, I received a letter from my primary care doctor announcing that he was cutting back on his patient hours. He has been my doctor since about 2003. In November, as COVID seemed to be easing, I called to schedule a physical exam for the first time in several years. I explained that I had several concerns and I really trusted my doctor’s diagnostic ability and asked if it was possible, despite his scaling back, to schedule with him. And I was given an appointment for today at 2:40 p.m.

Yesterday, at 4:12 p.m., less than 24 hours before my appointment, I received a call from one of the nurses that they were canceling my appointment because my doctor was scaling back and “needed to reduce his patient panel.” I said that they’d had four months to figure that out, that canceling on less than a day’s notice was extremely rude and unacceptable, that I had been willing to wait so long only because it would be with MY doctor. To their credit, they did offer me an appointment with a different doctor on Friday but I said very politely that I had specific reasons for wanting this practitioner and they had no right to snatch it away at the last moment for an issue they could have fixed at the time the appointment was set. She said the practice manager would call me.

This morning, the practice manager called back. Her customer service skills were atrocious. First she insisted that because I had received the August letter, that “it wasn’t our fault.” I explained repeatedly that I had been willing to wait more than four months only because I was promised an appointment with my chosen doctor. I actually had to say (several times) that while I understood it wasn’t her fault personally, it was absolutely the fault of her organization. I said I wanted a real apology that accepted responsibility organizationally, and she eventually admitted that yes, the organization made an error that was causing harm to me, and that she would review the interaction where I booked the appointment and find out why the person I spoke to had made an appointment that shouldn’t have been allowed.

Then I asked her how she was going to “make me whole.” She didn’t seem to understand what I meant. I said “how are you going to make it right for me?” She said there was nothing she could do. “I can’t talk to the doctor!”

Me: “Why not?”

Her: “I can’t talk to him.”

Me: “Could you explain the circumstances to him and ask that just this once, could he make an exception because of the promise made to me that it would be with him. I could find a new primary care doctor going forward but he really should keep this appointment as a one-time exception. I understand  if it can’t be today. I don’t mind if it’s later this week.”

Her: “The nurse spoke to him after talking with you. He wanted the appointment canceled.”

Me: “I doubt that she explained the full situation to him, that I was willing to wait the four months specifically in order to see him, and that you gave me inadequate notice. Would you please explain the full situation and ask him if under the circumstances, he would make an exception? Again, if it doesn’t work with his schedule today, I can be flexible about when I see him.”

Her: (big sigh). “Okay, I will ask him and call you back.” No word from her.

2-1/2 hours after she called and only 2-1/2 hours before I was due to show up, I called again. After checking their automated confirmation system, which had only the rescheduled appointment with the different doc on Friday. I spoke with a very pleasant receptionist who told me that the practice manager was in a meeting and would call before the end of the business day. I explained that this was about an appointment for today and I really didn’t want to discover after-the-fact that she had reinstated it. The receptionist said she’d have her call within the next hour. I wasn’t holding my breath and was not surprised that she hadn’t called as of the time I would have needed to arrive, or even by the time I probably would have been done. I have no way of checking, but based on her general attitude, I would be very surprised if she actually bothered to communicate with the doctor.

Customer Service is not my primary jam, but it is something I speak and write about fairly often. Done well, it’s an essential marketing function that turns customer problems into loyalists. The flip side of that is that bad or absent service converts loyalists into enemies–people who will speak up and leave poor ratings, tell their friends to avoid that business. Not the sort of messaging you want following your business around.

If I were training this organization, I would:

  1. First instill a culture of actually serving customers (patients, in this case)–of understanding that it’s not about your convenience but about making the customer feel heard and appreciated–and meeting customer needs.
  2. Teach compassionate listening skills and sincere, immediate apologies that accept responsibility.
  3. Empower the staff to offer suitable make-goods and think creatively about what the right make-good is in a particular situation. This is one time to be led by the customer; it’s totally okay to ask, “what can we do to make it up to you?” Often, their answer will be much more modest than you might have expected. In this case, I gave her what I needed: to have her offer to talk to the doc and see if he would reconsider–and even that faced a wall of resistance.
  4. Teach and model appropriate responses that make the customer feel heard.
  5. Teach the importance of keeping promises–as Google did several years ago when they actually went back and re-listened to the customer service call where I was told misinformation and cheerfully refunded the $200+ I’d been charged for following the advice I’d been given. They’ve now kept me as a cell phone customer longer than three previous companies.

As a customer of this organization, I not only had the bad experience above, but my wife has been getting the runaround for months on a chronic problem, with calls not being returned and a generally desultory attitude. At this point, they will be getting negative reviews in public places from us and we will make inquiries about other area practices that are accepting patients. I recognize that our area has a doctor shortage and we might be stuck with them, but we are tired of being kicked around and we certainly won’t recommend them to others.

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By Posted on Posted in Activism, Business Ethics, Business-general, Consumer Issues, Corporate Social Responsibility, Democracy, Eco-friendly, Energy & Sustainability, Environment, Green Business, Green Living/Green Lifestyles, Green Marketing, Greenwashing, Innovation, localism/locavore, Marketing Techniques and Philosophies, People Helping People, Politics, Protests and Crackdowns, Talking to the Other Side, Technology Tagged with , , , , ,

While searching “electric lawn service near me,” I found this CNN story from 2000 miles away that describes an eco-village sold down the river by the new owner of the land.

It is very unfortunate that the original developer didn’t get any guarantees that a buyer would maintain the fossil-free commitment written into the sale documents. Nonetheless, I think a creative and skilled attorney could make a number of different legal arguments that could force the developer to honor the agreement. Could the Environmental Defense Fund? perhaps take this on? It would be a great precedent to say that a community developed specifically as an eco-community could not then be put at the mercy of eco-hostile development.

As a non-lawyer, all I can do is speculate about the arguments a lawyer might use to block the conversion of the acquired parcels to fossil fuels (I have no idea if any of these would hold up in court and I am not presenting this as legal advice). Arguments could be made about such harms as

  • Introducing new health risks (especially to children)
  • Negative progress on climate that goes against International, US,Colorado, and neighborhood climate goals
  • Adverse possession (a doctrine that gives rights to squatters in certain circumstances)
  • The deliberate destruction of a cohesive intentional community
  • And of course, about consumers’ rights: this could clearly be seen as bait-and-switch: buying into a community with a stated purpose, and having that purpose violated, even shredded.

After all, a group of children have sued for climate justice, and the US Supreme Court recognized that their suit had validity (there have been many conflicting decisions on this case, however).

But the courts aren’t the only recourse. I do know something about organizing movements, and these neighbors should be organizing a movement. To list a few among many possibilities, they could be:

  • Organizing mass protests outside the developer’s office
  • Saturating the local paper with letters to the editor and op-eds
  • Enlisting allies in powerful environmental organizations, of which Colorado has no shortage
  • Protesting at the capital in Denver that their rights are being taken away
  • Contacting the press ahead of and after all of these events
  • Physically but nonviolently blocking attempts to connect the pipelines (note: this is illegal civil disobedience and participants might be subject to arrest)
  • Researching obscure laws that might provide tools that can successfully block the connection
  • Organizing boycotts and other public shamings of the developer

Plus, I really have to wonder what the developer is thinking. Eco-friendly homes are in high demand, can often sell for more than the price of comparable fossil-powered homes, and prove a skill set that many homeowners want. After all, people moved from other states just to participate in this community. And forcing eco-hostile housing development into an eco-friendly community is a recipe for public relations disaster and a bad, bad reputation.

Why not simply stop, think about the benefits of keeping this community identity, and use it as a marketing tool? That would make so much more sense than risking ongoing hostility, a ruined reputation and possibly much worse.

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By Posted on Posted in Business Ethics, Consumer Issues, Ethics: General, People Helping People, Shel's Personal Life Tagged with , , ,
I don’t typically get to play detective—but one recent morning, I received a priority morning FedEx delivery containing a check for just under $6K from a company I’d never heard of. No note. No trace of this company or even the dollar amount when I searched my email. Some other red flags, too, like a total mismatch of sender and company (different states), the misspelling of the bank’s name and the absence of any branch address—although it had several security features that seemed to check out.
Having trained as a journalist and been online since 1994 (not counting a brief experiment with Compuserve in 1987), I have pretty decent research skills. So the first thing I did was call the phone number on the check, where I got a recording about the “text subscriber” not being available (not a company phone, in other words). Second, I googled the bank routing number, which came up empty—so I flipped it around, searched for the routing number for this bank’s Pennsylvania branches, and got a match. I was expecting it to be the group of numbers on the left, but it was the middle set, which is why I didn’t find it the first time. Next, I searched for the company name. It’s a real company, it’s in the green energy industry, and it is located where it says on the check. And then I left a voicemail for the accounting department.
The company controller called me back about two minutes later, confirmed that the check was bogus, and was thrilled that I was willing to send pictures of the check and the FedEx envelope. She said it was the second call like this she’d received today. So, hopefully, we’re catching a crook. It was actually kind of fun, and not hugely time-consuming. Plus, since I’m a consultant to green and socially conscious businesses, I mentioned that I’d be happy to send information on how I help companies like hers, if she wanted to pass it on to her marketing people—and in her thank-you note, she mentioned that she’d passed the correspondence to the company president. It would be such sweet irony if this ended up netting me a real client.
And later in the day, I got a note from someone who had been in discussion with me about writing an article—and with whom I was treading cautiously (including requesting payment ahead in full via teller’s check) because there were definitely some yellow flags in his correspondence. It was the scammer! So I wrote back to him, “I only received the check this morning with no note, drawn on the account of a company I’d never heard of, and for an amount almost triple what I had requested. I didn’t even know it was from you until just now (there was a sticker over the return address so I couldn’t see it until I pulled it off). The phone number on the check was bogus, so I called the company, and they said the check was bogus as well. Needless to say, we will not be doing business.” And then I forwarded the entire email correspondence to the company whose check he forged! Now, the company has the phone number the sender gave FedEx, the one on the check, and the crook’s working email address. I’m hanging on to the original check and envelope for now, in case they are needed for a mail fraud case.
This shortcuts the typical interaction, where scammers say they accidentally overpaid, you refund the difference, and then you’re out of luck when the first check bounces :-).
I still believe that most people are basically good—but there are enough bad apples in there that you really do have to be careful. When I punch my security code into an ATM or card terminal, I always shield the keyboard with my other hand. My passwords are not guessable and the cheat sheet I’ve made for them not only uses a non-obvious file name but has nicknames that are only meaningful to me. I will instantly understand what “1stdaupobhse” means, but it would be meaningless to anyone else. And I keep a virus scanner on my computer, as well as file backup to the cloud. And when I get a Facebook friend request from someone who is already my friend, I post publicly on their timeline to warn people, give the URL of the scam profile, and suggest they change their password and report the scammer. In rare instances, it turns out the person found it easier to start a new profile than to get a new password for the existing one (yes, I have some seriously technophobic friends)–but usually, it’s an attempt at identity theft.
In short, we can all take little steps to ensure security and make us all safer, without getting compulsive about it. If you’re still using any passwords that are really easy to guess, change them! And if you’re suspicious, listen to your intuition and take some basic precautions. Don’t send money or give cc information to anyone who contacts you by phone or email with a crazy story (like your grandkid is stranded in a foreign country with no money). If someone claims to be from a government agency (especially a tax department), verify by calling the agency through the number on their official website (NOT a number they give you over the phone or in an email). Don’t panic and do verify. If you get the “grandkid” call, call your grandkid’s cell phone, and if you don’t get an answer, call their parents. And remember: a foreign prince doesn’t need your help to facilitate an illegal money transfer, an award that requires you to pay anything is not an award but a scam, and if it sounds too good to be true, it probably is. Snopes and Google are your friends. So is AARP’s fraud research, if you’re a member. A little due diligence can save a lot of heartache.
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By Posted on Posted in Activism, Branding, Consumer Issues, Corporate Social Responsibility, Democracy, Eco-friendly, Energy & Sustainability, Environment, General Commentary, Green Living/Green Lifestyles, Green Marketing, Marketing Techniques and Philosophies, People Helping People, Politics, Talking to the Other Side Tagged with , , ,

A lead story in my local paper covers a proposed ordinance banning plastic in local businesses, with special attention to food businesses, in the small city of Northampton, MA (a big restaurant destination).

The sponsoring City Councilor is someone I know, and I wrote her this note:

Thanks for your good work on the plastics ordinance. As you know, I’ve been a green guy for 50 years, write books and give talks on greening business. One of my talks is called “Making Green Sexy.” Thus, the concerns I have with the plastics bill you’re championing are not about the intent. I would like to see potential problems addressed before it becomes law–so we avoid a debacle like the one we just had over the Main Street improvements (which I loved) and their sad, swift demise).

My big concern is that “recyclable” food containers aren’t recyclable, because paper and cardboard with food waste is not recyclable. We already know we’re not supposed to recycle pizza boxes. Any food waste in paper for recycling could cause the whole batch (potentially thousands of pounds) to be landfilled. It would make more sense to 1) require compostable, and 2) provide city composting stations in several neighborhoods as well as multiple ones downtown. It makes no sense to require compostable and do nothing to encourage composting. Many people will eat their food while still downtown and won’t be bothered to bring their compostable containers to their home compost pile or may not have access to composting at home.

Second, on the straw issue [banning plastic drinking straws]. Why not simply make an exemption for people with motor disabilities in their arms or mouth. For most businesses, a box of 100 plastic straws would probably last months.

Please share this note with your committee at today’s meeting.

We see over and over again that good intentions, not thought through, create more problems than they solve. The Main Street issue involved the city making its extremely wide Main Street much friendlier to bicyclists, pedestrians, and patrons of restaurant outdoor dining areas (which, in the pandemic, have increased in number tremendously)—but failing to get buy-in from (or even consult with) affected business owners, who agitated successfully, and the mayor removed all the improvements. This was sad, as a better situation returned to a worse one, wasting significant money in the process.

In my mind, the lesson was to think things through before acting.

I got this response, which shows that the councilors are indeed thinking about these issues:

Hi Shel- thanks for your support and counsel! Straws for those with disabilities are exempt. We are requiring reusable or compostable and are working on composting services and bulk buying.

Which then says to me that they’ve got a marketing challenge. The general public doesn’t know about this exemption. They also had a marketing challenge with the Main Street improvements. Getting affected parties to participate in decisions that affect them is always a good strategy. Putting in improvements only to discover that vested interests will fight them is not. The trick is to win over those vested interests before they dig in their heels.

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By Posted on Posted in Business Ethics, Consumer Issues, Ethics in Government, General Commentary, language, Politics, propaganda Tagged with , , , ,

Buried in the registration form for the first post-lockdown rally to re-elect you-know-who:

“By attending the rally, you and any guests voluntarily assume all risks related to exposure to Covid-19 and agree not to hold Donald J. Trump for President, Inc.; BOK Center; ASM Global; or any of their affiliates, directors, officers, employees, agents, contractors or volunteers liable for any illness or injury.”

Juneteenth (Emancipation Day) celebration, Richmond, Virginia, 1905. Courtesy, wikipedia.
Juneteenth (Emancipation Day) celebration, Richmond, Virginia, 1905. Courtesy, wikipedia.

So typical of the hypocrite-in-chief. The man who first denounced the virus as a hoax, then fueled anti-Asian racism, and most recently caused a quantity of precious test kit swabs to be thrown away because he refused to put on a mask to tour the plant. The man whose bungling of our public emergency started with the dismantling of long-standing resources to fight pandemics and continued through the unnecessary deaths of tens of thousands of Americans.

(Aside: the cowards who ran the factory let him come in anyway. They should have said, “No mask? Then no tour.” Perhaps they were afraid of being ridiculed in a nasty tweet. Or of losing a federal contract. The former, which was quite likely, would put them in a prestigious club of people and organizations important enough to be publicly scorned by the country’s most incompetent president. The latter would have been a juicy lawsuit, and meanwhile, New England’s governors would have been falling all over themselves to grab those suddenly available supplies.)

The man who also refused to take the necessary actions months ago that would have contained the virus impact, as countries from Vietnam to New Zealand did, along with countries more comparable to the US, like Germany and South Korea.

Say one thing, do another is a hallmark of this man. That Tulsa rally is an example.  Yes, we see his occasional (and usually, too-little, too-late) condemnation of racism. But we also see this event scheduled on Juneteenth, in Tulsa, Oklahoma. Tulsa had been the site of the most successful black neighborhood in the United States, until white racist mobs burned it down and killed hundreds of people on May 31 and June 1, 1921. And of course, we now the long history of his racist actions and comments, going all the way back to his vendetta against the Central Park Five and the housing discrimination he and his father were repeatedly sued over by the US Justice Department.

If it were either Juneteenth or Tulsa, it could conceivably have been a coincidence. But to have the kick-off event for the revived in-person re-election campaign held on that day, in that city, could not be a coincidence. It’s a dog-whistle to the racists, no doubt schemed up by one of DT’s senior advisors (I don’t think the man himself is educated enough to know about Tulsa, and it wouldn’t shock me if he hadn’t known what Juneteenth is.)Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Branding, Business Ethics, Business-general, Consumer Issues, Corporate Social Responsibility, Customer Service as Marketing, Marketing Trends/News, Shel's Personal Life, Social and Economic Justice Tagged with , , ,

A small-town Main Street, https://www.publicdomainpictures.net/en/view-image.php?image=18641&picture=main-street
A small-town Main Street

A marketer friend in Connecticut sent out a wonderful tribute to his 95-year-old mom and used her to illustrate several points about customer-centric marketing and customer service. In the course of this article, he waxed rhapsodic about Amazon. I see Amazon (and some other companies) as not always so wonderful–and the public having blinders on about its predatory practices. This is what I wrote back to my friend. The third link is actually a very complete summary of the issues:

* * *

Great piece! I love the way you take your mom’s everyday activities and spin them into marketing do and don’ts.

While you certainly shouldn’t change it for Mom, you might want to rethink Amazon. It is very much a two-edged sword. It’s great that it has made the Long Tail [the ability to find obscure products that don’t support a large retail base and wouldn’t be stocked in physical stores] a thing and that any author has access to international markets. But…
  • They are a serious threat to the vibrancy of our downtowns. Can you imagine Stamford with only a few struggling chain stores? Goodbye to that nice falafel shop and Asian restaurant across the street from (Amazon-owned) Whole Foods (I’ve often eaten at one or the other on my way to NYC). Book stores, hardware stores, appliance stores–and all the traffic into town those stores bring–are increasingly shaky in an Amazon-dominated world. And when that foot traffic goes away (assuming it comes back after we’re finally out of quarantine), so do the restaurants, night spots, etc.
  • Their labor record is very poor. Their treatment of independent publishers is not only very poor but IMHO a violation of monopoly rules. Did you know that Amazon, a retailer, takes the 55% industry-standard wholesaler discount instead of the 40% retailer level for its smaller publishers selling them physical books? (They do have much better deals for publishers on the books their subsidiary KDP prints on demand.) This is one of the two reasons they’re killing the independent bookstores (the other is that they’ve successfully trained the public to think of them first). Also, they present used and new versions of the same title on the same results page, which is a complete stab in the back to publishers–sort of like offering counterfeit designer watches and purses. I have no objection to selling used books (and keeping them out of landfills)–but not in direct competition with the same book, new.
  • For a long time, Amazon didn’t charge sales tax, which was an especially cruel anticompetitive practice in that it not only hurt businesses who have to collect those taxes, but also reduced the availability of government services by reducing government revenues.
  • Amazon has actively and repeatedly suppressed competitors. This includes using its enormous data on customer behavior and buying patterns to manufacture its own products, sold through its own channels. And students of the company’s behavior see evidence that once competitors are eliminated or demand spikes (as on household cleaning products during the pandemic), Amazon’s prices rise, sharply.
For these reasons, I buy from my local independent food markets, booksellers, appliance, and hardware stores (on their websites, currently) and shortly after Amazon bought it, I stopped going to Whole Foods even though it’s actually my closest supermarket.
* * *
That was the end of my letter. I love the convenience of online ordering too, but I’m happy to do it at the websites of independent businesses, especially if they’re local to me. What are your thoughts?

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By Posted on Posted in Advertising, Branding, Business Ethics, Consumer Issues, Corporate Social Responsibility, Eco-friendly, Energy & Sustainability, Environment, General Commentary, Green Business, Green Living/Green Lifestyles, Green Marketing, Innovation, Marketing Techniques and Philosophies, Technology Tagged with , ,

We still have a long way to go on eco-friendly packaging. I just finished a box of crackers. I washed out the plastic tray and will add it to the plastics recycling bag when it dries, put the box in the paper recycling bin, and threw away the shrink-wrap around the tray in the actual trash.

cracker box, tray, and inner shrinkwrap
Excess packaging: cracker box, tray, and inner shrink-wrap. Photo by Shel Horowitz

Most people won’t bother to do all this. Designers: this is a profit opportunity for you: create packaging that people only have to put in one place when it’s over, and that can be repurposed later–and remember that today’s compostable “solution” is only an alternative if people have access to an industrial compost facility. Most people don’t.

And businesses: as you adopt truly eco-friendly packaging, you’ve got a branding and marketing opportunity.Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Activism, Business Ethics, Consumer Issues, Corporate Social Responsibility, Democracy, Eco-friendly, Energy & Sustainability, Entrepreneurship, Environment, Ethics in Government, Gratitude, Green Living/Green Lifestyles, Green Marketing, Innovation, People Helping People, Politics, poverty, Protests and Crackdowns, Psychology, Shel's Personal Life, Social and Economic Justice Tagged with , , , , , , , , , ,

50 years ago today, Earth Day was launched as a one-time event. Who would know it would not only become annual but  turn into a massive worldwide movement that has changed our world for the better in so many ways?

Earth Lightning, by Stephanie Hofschlaeger
Photo by Stephanie Hofschlaeger

The Environmental Movement is Now Mainstream

Since that first Earth Day, we’ve made a lot of progress. A few examples:

  • Public awareness of climate issues–and of the lifestyle changes we can make to improve things–is at an all-time high
  • Millions of people have taken to the streets to demand action on climate
  • Science has made huge strides in areas ranging from green energy to biomimicry; amazing new green technologies are constantly becoming more efficient, less expensive, and more deployable
  • Many countries have shifted away from fossil and nuclear toward clean technoogies such as solar, wind, and hydro–and these technologies are much more efficient than they were 50 years ago
  • Veganism and vegetarianism (two of the easiest ways to reduce our personal climate footprint) are far more accepted, even in places like Germany that used to be quite hostile)
  • From bringing our own reusable bags (pre-COVID) to discovering foods like tofu, the way we shop and eat has drastically shifted, even for those still eating meat
  • Nearly every country in the world agreed to the Paris Climate Accord (which doesn’t go nearly far enough, and which the current US administration has pledged to leave–but it’s a start)
  • A 16-year-old Swedish climate activist addressed the UN, arriving in the US aboard  a green-energy boat (yes, I’m talking about Greta Thunberg)
  • Almost every major company has at least a sustainability coordinator, if not a whole department–and these folks have drastically reduced the negative impact of business on the environment
  • Here in the US, the well-thought-out Green New Deal is getting serious attention
  • We’re beginning to recognize climate justice: looking at the environment from a lens that includes economic and social justice issues, such as why so many polluting plants are in poor communities and why so many of those communities are “food deserts” with little or no access to healthy foods

My Environmental Journey Started That Day

I was 13, and I was one of the people “captured” by that first Earth Day.  Ever since then, I’ve given a lot of thought to, and taken a lot of action on, ways I can live more lightly–and how I can help others, both individuals and institutions, make that shift.
This has taken many forms, from street activism to lobbying to addressing business audiences with messages on how to make green social entrepreneurship sexy and profitable to writing books that show how this can be done.
I’ve also made many lifestyle shifts, from biking 5 miles to high school at age 15 and  becoming vegetarian at 16 to converting my house to a heat and hot water system using cow poop and food waste from our farmer neighbors at age 61 and carting unbagged groceries out to the reusable bags I keep in the car at 63 (since we can’t bring them into the stores anymore).
In my activist life, I’ve been lucky to participate in three major environmental victories:
  • In 1977, I was one of about 2,000 people and 1414 who got arrested at the construction site of the Seabrook nuclear power plant in New Hampshire. We had no way of knowing that our action would birth a national safe energy movement. On the 40th anniversary, I wrote about why this action was so important. (The link is to Part 1 of my 5-part series. There’s a link to the next installment at the bottom of each earlier one.)
  • In  1984, I worked with my city counselor to get the first nonsmokers’ rights regulations in Northampton, Massachusetts. Very few communities had any protection for non-smokers at that time. I don’t think it’s a coincidence that within a few years, most restaurants in town were non-smoking and that the number of restaurants in town increased significantly.
  • And in 1999, I founded and became the public face of the movement that saved a mountain right near my house.

It was the success of Save the Mountain that led me into the work of educating the business community on how to be profitable while saving the world.

I hope to be able to notch a fourth victory: helping to turn the business world away from a profit-only model and toward a model of making a profit through identifying, creating, and marketing products and services that turn hunger and poverty into abundance, war and violence into peace, bigotry into strength in diversity,  catastrophic climate change into planetary balance, pandemics into global health, etc. I see business as a lever for creating the world we want.

This is not new. Social impact companies have been around at least since the mid-19th century, but it’s been on the fringe. Believe it or not, UK chocolate giant Cadbury was founded as a social impact company. But I think now we have the chance to change the entire business culture, so profitable business social and environmental responsibility becomes mainstream.

But There’s Still Lots to Be Done!

For all its positive presence, business is still a long way from solving problems it largely created. Pollution, resource depletion, and labor issues are just a few of many issues that need to be addressed, especially as world population grows faster than at any time in history. And governments are not always our allies. The present Brazilian and US federal governments, for instance, are actively sabotaging the eco-agenda. Each of us needs to make the difference we can make–and each of us CAN find a way to make that difference (contact me if you want help figuring out what the most impactful way for you and your business).

No Cost Resources and MY Gift to Help You Celebrate Earth Day THIS Year

Let’s start this Earth Day party off with something that will help you save energy, water, and money–my ebook, Painless Green: 111 Tips to Help the Environment, Lower Your Carbon Footprint, Cut Your Budget, and Improve Your Quality of Life—With No Negative Impact on Your Lifestyle. I normally sell this for $9.95, but as my Earth Day gift to you, you can get it at no cost. Just visit PainlessGreenBook.com and enter “earthdayblog” in the code box. This will also sign you up to my informative Clean and Green Club monthly newsletter.

Our national museum, the Smithsonian Institution, has organized an online Earth Optimism Summit with a fantastic lineup including Denis Hayes, who organized that 1970 Earth Day…Christiana Figueres, top negotiator of the Paris Accords…NASA’s former Chief Scientist and current director of the National Air And Space Museum Ellen Stofan…Bill McKibben, founder of 350.org (among many others)
Another national virtual summit, Earthday Live 2020, offers three days of programming and a strong social justice focus.

A group based near me in Western Massachusetts, Climate Action Now, offers several Earth Day events starting this evening with a 6:30 ET panel of legislators and activists. This may be especially interest if you live in Massachusetts, but it’s virtual and open to all.Facebooktwitterpinterestlinkedinmail

By Posted on Posted in Consumer Issues, Eco-friendly, Environment, Frugality/Frugal Fun, Green Living/Green Lifestyles, Innovation, localism/locavore, People Helping People, Shel's Personal Life Tagged with , , , , , , , , , , , , , , ,

This morning, I read a few articles on zero-waste in Green America’s spring issue, published about a month ago:

Moving our Passover Seder to Zoom was one of our eco-friendly changes. Shown: seder plate and Zoom on two monitors.
Moving our Passover Seder to Zoom was one of our eco-friendly changes

There’s plenty in those three articles that absolutely makes sense in today’s world–but there’s also quite a bit that’s at least temporarily obsolete.

With tips about how to bring reusable containers into the stores and organizing used clothing sharing events, it made me nostalgic for that very recent time before everything changed. And with a strong focus on combining climate, waste, and social justice, it was a refreshing reminder at how much more aware even we green folks are than most of us were 20 or 30 years ago.

True, it’s a bit more challenging to maintain a green lifestyle these days. But for the planet, it’s been a chance to recharge. The enormous reduction in motor vehicles on the road, planes in the sky, and factories running at full capacity allows our air and water to clean and regenerate themselves. And not to be Malthusian (and certainly not that I think this is a good thing), but the massive wave of deaths does reduce strain on the earth’s resources.

These positive changes have been somewhat offset by a dramatic uptick of certain other resources. Medical equipment, sanitation products, and even toilet paper are in short supply–and even more concerning, so are the medical personnel and hospital beds. And I’m guessing that as a world population, we’re generating a lot more waste and reusing a lot less.

In our own two-person, one-cat house, we’ve shifted some things as well. Our new routines might provide useful examples of how to be protected while staying as green as practical, so I’ll share a few of the details.

Water Use

What with not only washing our hands constantly for a full 20 seconds but taking a new glass or spoon every time and throwing our clothes in the washing machine every time we go to the store, our water use is probably triple what it was. We used to run the dishwasher about two, maybe three times in a typical week; now it’s more like five or six.

But even when we’re washing our hands so many times per day, we don’t turn the water on full force, and we turn it off when we’re not actually rubbing our hands under the faucet. We use just enough water to do a good job.

Fortunately, our heat and hot water are both on a green system powered by residual heat from cow poop and food waste running through our farmer neighbors’ methane digesters, and we live in an area where water is not scarce.

Cleaning Supplies

We’re also using somewhat more disposable paper products–but not all that much. For years, we’ve tended to use rags rather than paper towels to clean surfaces or mop up spills. But we are using paper towels or wipes to do things like keep our hands from touching door handles going into or out of a public place, wiping down shopping carts, etc. And of course, disinfecting the packaging we buy is something we never did before, and that uses a few paper towels.

My wife made us each a reusable mask. Since we’re usually shopping no more than once a week, it’s easy to wash them between uses.

We are not stockpiling, and we think the idea is silly. We’ve always bought toilet paper in 12-roll packs, and when we’re about half through, we get another 12-pack. When our bottle of dish soap gets down to half, we buy one more bottle. These patterns have not changed.

We are using more laundry detergent. Normally, we use a reusable laundry ball in the washing machine. We still do for regular wash, but for those post-shopping loads, we use hot or warm water, which the laundry ball isn’t designed for. We are almost through the box of earth-friendly detergent we bought about four years ago, but when that’s done, we inherited a huge tub of Arm & Hammer natural laundry powder when my stepfather died in 2018. I expect that it will last us the rest of our lives, considering we mostly use the laundry ball.

Packaging

As green consumers, we don’t bring a huge amount of packaged food into the house to begin with, and we save reusable glass and plastic containers when we do. We actually choose our brands of yogurt and hummus in part by whether we can put the containers and lids through the dishwasher and reuse them–and we use them until they break, usually at least 20 times. (We also factor in taste, quality, and price, of course.) Since forever, we use those jars to store bulk beans and grains, spices, and flours. Now, if we buy boxed cereal, for example, we wipe down the box and then either take the inner liner out and put it in a box we just finished, or put the cereal in jars.

When we buy bread or loose produce, we remove it from the plastic bag it came from and put it in one we’ve had pre-crisis; we have an entire hamper full of them. Cans get washed down with disinfectant, but other than cat food (which we buy in cases so the cans are protected), a small amount of canned beans, and coconut milk, we used almost no canned products anyway.

Since we’re not driving much, we have the luxury of leaving non-perishables in the car for a few days to decontaminate on their own–and while we still disinfect when we bring them in, we’re not quite as hyper-vigilant

Most of our produce is harvested at or near our home by the CSA farm we belong to, farmers at the local farmers markets and farm stands, or in our own garden. We’re washing everything more carefully. We’re washing citrus with soap. We’re peeling items like salad carrots instead of just grating the peels in with the rest of the carrot–but leaving peels on for cooked foods when appropriate, since heat kills the virus.

For years, we’ve kept reusable totebags in the car and brought them with us into stores. Now, we leave them in the car, load everything back into the shopping cart, unbagged, after it’s scanned, and then load them into our own bags at the car. So we’re still not getting bags, for the most part. This does mean we avoid shopping on bad-weather days.

Transportation and Shopping Choices

We live out in the country, seven miles from town. We’ve always ganged our errands into as few trips as practical, but now we’ve become almost religious about it. Going through the decontamination process every time we go shopping is annoying enough that we’re trying to shop no more than weekly, and preferably every two weeks. When we go, we think about everything we might need for 14 days, where we can get it with the fewest stops (rather than the lowest prices), and what route minimizes the miles to visit those stores.

One of the greenest things to do at this time is to actively support local independent businesses. We’ve shifted a much bigger percentage of our shopping dollars to the businesses we want to make sure survive, the ones that make our community a desirable place to live. We’re also ordering more online from these local businesses, and either picking up curbside or getting things shipped.

And sadly, we can’t car pool anymore. When we meet our friend who lives a mile from us to hike together (10 feet apart), she and we arrive in separate cars.

I haven’t needed any clothing except a package of socks I ordered online and picked up curbside. I would probably not go to a used clothing store right now, because it could be a germ factory. But I did arrange no-contact pickups for some books someone was giving away on our local Buy Nothing community, and for some items I had to offer. I let the books sit in the car and I will wipe them down before I shelve them.

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By Posted on Posted in Advertising, Branding, Business-general, Consumer Issues, Greenwashing, language, localism/locavore, Marketing Techniques and Philosophies, Psychology, Shel's Personal Life, Transparency vs. Secrecy Tagged with , , ,

Nostalgiawashing: pretending that you represent the “good old days” of small-town, small-business artisanship while actually running a large, highly mechanized operation.

Although I just invented the term (zero relevant hits on Google), nostalgiawashing’s been a thing for decades. Think about Jack Daniels or Pepperidge Farm. Or nostalgia-driven experience-based companies like Cracker Barrell and even Disney. (Disney is a bit schizophrenic on this, because it markets both nostalgia (for example, Main Street, USA) and its opposite, which I’ll call “tomorrowism” (for example, Epcot). All these companies try to bring us back to a simpler era, when nearly all the figures of authority were straight, white, middle-aged, able-bodied Christian men, and when the upper class could mostly avoid contact with the “masses yearning to breathe free”: immigrants and locally-born alike in the lower classes. Of course, that era never actually existed!

I’m not going on the warpath to eliminate nostalgia-based marketing, even when I think it’s deceptive enough to be called nostalgiawashing. But at least don”t insult our intelligence with it!

This is inspired by a mailing that did insult my intelligence. It was a card that offered “warm winter wishes” on the outside and then offered me a discount on replacement windows and “one of my favorite holiday recipes” (included on a separate index card). I have been a customer, getting replacement patio doors from them a few years ago, so I’ll give them credit for at least keeping in contact. Here’s why it didn’t work:Four-piece mailing from the window company

  • The envelope used a very nice handwriting font, but a return address sticker without a name, just an address…a first-class presort stamp and a sprayed-on barcode. It wasn’t difficult to figure out that this was bulk mail, though I thought it was from a charity.
  • The card is in a different handwriting font, even though it purports to be from the same person who addressed it. And they even positioned the text so it slants up the page–but uniformly on every line??? Come on, people, do you really think you’re fooling anyone?
  • I understand why the recipe card, on what pretends to be an old-fashioned index card, uses yet a third handwriting font–because, of course, the manager’s “Aunt Amy” wrote it. But at the end of the second side (not shown), it has a copyright notice in the name of the company. And the recipe itself is something I personally found disgusting. I can’t imagine wanting to make a dessert out of a whole sleeve of saltines, and Heath bar bits.

Of course, I don’t happen to be in the market for new windows anyway. Even if the mailer had been brilliant, I don’t need what they’re selling. But if they were a client of mine, I would have not only used a completely different approach, but recognized that not a lot of previous customers necessarily need four more windows right now and provided incentives for referrals.

 

 

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