Category: Shel’s Personal Life

By Posted on Posted in Demographics/Psychographics, Diversity, General Commentary, language, Shel's Personal Life

I’ve always loved new places. Tomorrow, I’m going to a place where the dominant language and culture are French, a place I’ve never been before—though close to two places I’ve been several times.

And I’m going by car.

Even though on the surface, English-speaking Canada seems like the United States, they’re actually very different. And Francophone Quebec Province, where we’re headed, is much more different. Past visits have felt more like visiting France than the U.S.

Europeans have very close borders, and I would consider that a blessing. Drive 200 miles or so and you’re in another land—different language, until recently and still in many cases different money, different customs, different food. It’s amazing how different, for instance, it was in Glucholatzi, Poland, compared to Zlate Hore, Czech Republic, just three miles away. The architecture, language, and food were all different (we ate better in Poland.)

Despite the clear demarcations, Europeans have a sense of world citizenship that many Americans lack. It’s rare to find a European under age 40 who only speaks one language, and common to find people who speak four or five. They understand that events a few hundred miles away in another country affect them, while US media provides an appallingly US-centric perspective that in my opinion is seriously flawed, and creates a skewed worldview.

For those of us who live in the northern or southwestern United States, another country is close enough to drive to. I’ve made at least 12 trips to Canada, And in our trips to Arizona, California, and Texas, we’ve crossed into Mexico several times.

Tomorrow, our destination is a small town east of Montreal and west of Quebec City. I expect it might be a good deal more French than its larger neighbors. I will have to rely on Spanish cognates—I can have a conversation in Spanish, as long as the other person isn’t too fussy about grammar—and my wife’s high school French. It’s good once in a while to have the experience of being the minority in a different culture, and it’s amazing how much communication can happen with sign language, drawing pictures, and a few phrases.

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By Posted on Posted in Business Ethics, Customer Service as Marketing, Shel's Personal Life Tagged with , ,

I sent an article around by Seth Godin, talking about how bullying buyers of expensive items shot themselves in the foot when they try to tear down the seller, or the quality of the item.

My friend Jacqueline Church Simonds from Beagle Bay Books responded with a story of how Mitchell Volvo in Simsbury CT, earned her undying love:

After we expressed interest in the V70 wagon, the dealer sat us down and said, “You’re intelligent, educated buyers. You know how to look on the Internet and see what my competitors are asking for in 5 surrounding states. Here’s the price that makes money for me and gives you a deal besides.”

The only dickering we did was on my 100k Taurus. He was genuinely chagrined he could only give us $2k trade-in on it. Since I’d been trying to sell it for 6 months, I caved. It was better than having it towed.

I’ve yet to find a dealer who treated me as fairly.

Thirteen years later, she still sings that dealer’s praises. Isn’t that what you want your clients and customers to do?

By contrast, I had such a bad experience in 2003 at Northampton Toyota (since sold to a dealer organization that I have no complaints about) in Massachusetts that I wouldn’t even go back there for a tube of touch-up paint until the dealership was sold and the management changed. I won’t give you the whole sordid story, but here’s one piece of it: the phone call a couple of weeks into the process that said “you have 24 hours to get your car out of our lot, and by the way, the engine is in pieces in the trunk.”

Amazingly, when we went in to a local used car dealer to see about replacing this car, he said, “it’s only got 71,000 miles and all it needs is a new engine? You could drive that car for many more years!” He actually brokered a used engine for us and arranged for a specialized shop to install it—giving up an easy sale but earning a lot of referrals from us over the coming years. And he was right; we drove that car eight more years, until 2011.

The ultra-shabby weeks-long encounter with Northampton Toyota’s service department was so bad that I wrote a five-page letter to Toyota’s vice president for US customer service. The response I got from them was too little and waaaay too late (two months to get a form response asking me to call a customer service center that turned out to be in India, with a representative who had not seen and could not access my letter—and another two months to get the letter with the inadequate and inappropriate make-good).

So what did I do the next time I needed a car, a year and a half after this incident? After driving nothing but Toyotas and one Toyota clone (labeled as a Chevrolet Nova) since 1982, I took my money elsewhere, because earning my loyalty was obviously not a priority for this company. I bought a brand new car that for the first time in 22 years, was not a Toyota and not designed by Toyota. Then, last year, the replacement engine on the old Corolla finally gave out, when the car was 14 years old and the odometer read something like 167,000 miles. We did buy a Toyota to replace it, but we bought it used, so no money in Toyota’s pocket on that sale. And just last week, I helped my stepfather buy a new car. He’s had several Toyotas over the years—but he bought a brand new Honda.

In other words, in the past 9 years, the imbecilic treatment we received from the service department combined with the laughable response from corporate has diverted three large sales away from Toyota—three sales that would have been theirs for the taking, if they’d only just made us feel that we mattered.

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By Posted on Posted in Abundance and Prosperity, Energy & Sustainability, Shel's Personal Life Tagged with , ,

Okay, I admit it. While I see catastrophic climate change as a deep and real danger, I do find some comfort in the short term.

It was great that I barely had to pick up the snow shovel last winter. And it’s great that we’re already gathering blueberries off our bush, about three weeks early. The irises were in almost a month early, bringing welcome color to our yard.

And the zucchini is flowering already; we’ll be eating it soon. That’s usually mid-July, here in Western Massachusetts.

I’m looking forward to a long and productive garden season, especially welcome because last year’s garden got destroyed halfway through the season by Hurricane Irene.

Still, these comforts will seem like distant dreams if the worst predictions of climate change come true.

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By Posted on Posted in Demographics/Psychographics, Diversity, Politics, Shel's Personal Life Tagged with , , , ,

I haven’t had as many chances as I’d hoped to be proud of President Barack Obama in his 3+ years in office. But yesterday was a day I could be very proud of him; as you certainly know by now, he is the first US president to acknowledge that same-sex couples should have the same rights as heterosexual couples, including the right to marry. Obama has been ambivalent on the issue (and quite a few others) for many years, so a clear, unequivocal, uncompromising position is rare. Perhaps is voice is stronger because of his own history; the union of his parents would have been illegal in many parts of the country for years after his birth.

This should not be rocket science. Same-sex marriage has been legal in several other parts of the world (and even a few US states, including my own home of Massachusetts) for several years, and the sky has not fallen.

Still, when I attended my first few same-sex weddings back in the late 1970s, I didn’t think I’d live to see such unions acknowledged by any government. In less than 30 years, it’s become an inevitability. I remember President Bush reluctantly endorsing civil unions, even as he condemned gay marriage, and thinking that this was enormous progress. But a full endorsement is much better. And while it still seems odd to read or hear phrases like “her wife” or “his husband,” it’s a good kind of strange.

And yet, just a day earlier, the Neanderthals soundly thrashed same-sex marriage in North Carolina.

Here’s the bit I don’t understand from the so-called “family values” crowd: how is the ability of two people to marry—and with it, to visit each other in the hospital, to file a joint tax return, to attend parent-teacher conferences—in any way an attack on the institutions of marriage and family? As far as I can determine, these rights make the idea of marriage and family stronger. Marriage, whether heterosexual or homosexual, should be a partnership of equals that strengthens the family unit and builds family values. Living just outside the town that the National Enquirer dubbed “Lesbianville, USA,” I’ve seen this strength in the many same-sex couples I know with children, who were parents alongside my wife and me as our kids went through day care and then school. I can’t wrap myself around the argument that it destroys families.

I’ve tried to understand the position, but I just can’t grasp it. When two people of the same sex declare their love and commitment, they build a family just as real as any straight couple. And when a heterosexual or same-sex marriage falls apart, it’s tough on both partners as well as on children and friends. I just can’t grasp how allowing two men or two women to mary has any impact on relationships between a man and a woman.

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By Posted on Posted in Arts & Entertainment, Demographics/Psychographics, Shel's Personal Life Tagged with , , , ,

At 72, Lily Tomlin is biologically old enough to be my mother.

I had the good luck to see Tomlin perform Friday night at the Calvin Theater in Northampton, MA (a venue where I’ve seen many great shows). She is not slowing down. She’s still hugely funny, passionate about her work and her beliefs, and very athletic on stage. She’s able to create fleshed-out characters just by changing her body posture, voice/accent, and stage lighting—needing neither costumes nor props to “channel” acerbic Ernestine, the schizophrenic savant bag lady Trudy, a Texas-accented suburban housewife doing vibrator infomercials, or a mother calling her son to put down those assault weapons and landmines and go wash up for supper. And she had obviously spent some time researching the town where she would perform one night and be gone; she incorporated a surprising number of on-point local references that went beyond the obvious.

It was one of the best comedy shows I’ve ever seen. 36 hours later, I’m still rolling some of her routines through my head and laughing.

Pete Seeger, who turned 93 last week, is old enough to be Lily’s dad. His voice doesn’t have the power it had when he was Tomlin’s age, and he’s backed off from the multi-octave, almost operatic singing of his peak years (go listen to his soaring “Wimoweh” from his 1963 Carnegie Hall concert). These days, he doesn’t perform as often, and when he does, he spends a lot of time teaching songs, talking/chanting them, and letting the audience do much of the actual singing.

But at 93, he’s still living at home in his little cabin in Beacon, New York with his wife Toshi. Last I heard, he’s still chopping firewood for his woodstove. Certainly he still devotes prodigious energies to his many environmental and social justice campaigns. In fact, he performed at an Occupy rally in New York just this fall. There’s even a grassroots movement to nominate Seeger for the Nobel Peace Prize (note: as of this writing, the site is experiencing technical problems but claims more than 32,000 signatures).

I’ve been lucky to have great models for growing older all the way back to my childhood. I even worked as a paid organizer for the Gray Panthers for a year and a half in my 20s. And these two are only two of hundreds of people about whom I could say, “I want to be like that when I’m old.” But they’re both very public, and I happen to be thinking about them today. Here are a few lessons I take from Tomlin and Seeger:

  1. Doing what you love and are good at keeps you young
  2. Staying true to your values keeps you young
  3. Being appreciated by others  keeps you young (but note that Seeger was blacklisted and obscure for more than a decade during the McCarthy era)
  4. Finding the fun in life and enjoying the ride keeps you young
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By Posted on Posted in Business Ethics, Energy & Sustainability, Politics, Protests and Crackdowns, Shel's Personal Life Tagged with , , , , ,

On April 30, 1977, I entered the construction site for the Seabrook (New Hampshire) nuclear power plant. The next day, I was one of 1414 people arrested at the site, while arch-conservative Governor Meldrim Thompson, dressed in combat fatigues, gave orders to the police. Under Thompson’s administration, many protestors were held until May 13.While we were in captivity, William Loeb, publisher of the state’s largest newspaper, repeatedy called us “terrorists.”

Fast-forward 35 years. Today, April 14, 2012, I was one of 1500 or 2000 people attending a rally in Brattleboro, Vermont to shut down the deeply troubled Vermont Yankee nuclear plant—which, under Vermont law and agreements signed by the plant owner, should have been shut down and has been operating illegally since its license expired. Ironically, the plant sits on the Connecticut River, which is the border between Vermont and New Hampshire.

Only this time, the governor, and most of the state, was on our side. Governor Peter Shumlin was the featured speaker, and he outlined ten specific lies or broken promises on the part of New Orleans-based Entergy, which owns the plant.

Along with Governor Shumlin, US Senator Bernie Sanders, Vermont Attorney General William Sorrell, and several state legislators from both Vermont and neighboring Masachusetts were on the program or sent greetings. Vermont’s lone US House Representative, Peter Welch, sent greetings, leaving only Senator Patrick Leahy out of the event among Vermont’s three-member Congressional delegation.

Yes, we’ve won over at least one state government. But our work is not done until this very dangerous plant—a plant that was unsafe even when it was new, and which uses the same totally discredited GE Mark I design as Fukushima-Daiichi—is shut down. Until Entergy honors its promises. And until all nuclear plants in the US and around the world are shut down before catastrophe happens.

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By Posted on Posted in Business Ethics, Customer Service as Marketing, Shel's Personal Life, Technology, Web 2.0/Social Media Tagged with , , , ,

A complete customer service nightmare, not to mention I made the mistake of trusting my data to this bunch of losers.

Last April, I bought one year of the SafeSync data protection program, that supposedly backs up my files to a server on the cloud. About ten days ago, I accidentally deleted an important file. So I strolled over to the Trend Micro site, and attempted to retrieve the file.

After all, whenever I click on the software, it smiles at me and tells me that all my files are up to date.

Trend Micro's SafeSync lies to its custoemr
While not backing up my data, Trend Micro's SafeSync claims it is.

It wasn’t there.

Not only wasn’t it there, but the last time that folder was backed up was in July! I wish I’d taken a screen shot. I haven’t changed any of the settings since I set up the program.

So of course, I initiated a customer service request. And my request apparently led some employee at Trend to delete my entire backup, so I could not demonstrate that it stopped working.

Today I spent an hour on the phone with a tech, who was not able to locate any of my files. At this point, having utterly lost confidence in the product, I asked for a refund. I was told, first by Miss Clueless (who was, BTW, a very poor listener) and then later by Richard, her supervisor, that I would have needed to request that refund by 30 days after purchase. Then Richard tried to blame it on me, saying the empty data folder meant I had installed it improperly. I pointed out that I could see the first three months of files when I’d logged on earlier in the month. I pointed out that I had paid for a year of service, and that after 30 days, it was still working properly. No refund. I tried to escalate. He said “I’ll save you time. There will be no refund” and did not honor my request to talk to his supervisor.

Hello! I bought a year of backup data security; I received, apparently, three months

I am therefore adding to my list of missions to save you from buying anything from a company whose product lies to its customers, whose customer service staff is atrocious and which does not stand behind its product. All they had to do was give me back my $61. I would not have been happy about the lost data, but at least I would not have been charged for services not received. But they can’t be bothered, and I’m not going to get any work done until I vent. I’m pretty steamed at the moment.

In addition to safeSync (yeah, real safe!), they also make an antvirus product called Titanium and a cyberblocker called Online Guardian. And a suite called Internet Security Pro, and an eneterprise security program called Endpoint Security. Guess what I won’t be buying! A company this lacking in business ethics shoots itself in the foot. They clearly have no concept of customer service as either marketing or damage control.

My blog gets automatically posted to Twitter, Facebook, and LinkedIn, with over 10,000 total connections. I hope I can save a few of those people from wasting money with a company that doesn’t care.

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By Posted on Posted in Energy & Sustainability, Politics, Protests and Crackdowns, Shel's Personal Life, Socially Responsible Investing Tagged with , , ,

Entergy’s Vermont Yankee nuclear plant’s license expired Wednesday night, after 40 years. 40 years of leaks, collapsing cooling tower, tritium in the water, unexpected outages…in short, 40 years of a very poor safety record.

I’m looking at the first page of the official Atomic Energy Commission report on Abnormal Occurrences for the 1973–the last year a full report is available, because after that the AEC (which then became the so-called Nuclear Regulatory Commission, or NRC). Only a year into its use cycle, when it should have shaken out all the problems and long before radioactive corrosion, old age or other more recent stress factors, Vermont Yankee reported 39 separate incidents–that’s nearly one per week. Page one of the report, reprinted in the classic book No Nukes, by Anna Gyorgy and Friends (page 107 in my 1977 edition), shows that the first six included:

  • A switch in the Emergency Core Cooling System that failed to activate (potentially extremely serious)
  • Four miscalibrated radiation monitors
  • Power supply failure of a gamma radiation monitor on the perimeter
  • Discovery that some instrument sensor tubes were connected wrong, because the plant’s designers produced faulty drawings
  • Unplanned shutdown following an explosion that fractured the air ejector rupture disc, and release of radiation
  • A second air ejector rupture disc fracture and release of radiation

Again, these are just the first six of 39, during a single year of the plant’s 40-year operation.

Meanwhile, as a condition of operation, Entergy agreed a few years ago to be bound by approval of the state legislature to continue operation past its license expiration. Yet, when the state senate voted 26-4 in 2010 to close the plant, Entergy (which had expected at the tine it signed the agreement to win the legislative approval) reneged, sued the state, and actually found a judge–John Murtha–who issued an idiotic decision in the company’s favor, saying the legislature was clearly concerned about safety and nuclear safety was reserved for the federal government–specifically, for the NRC, which has so far NEVER to my knowledge turned down either a new or renewal license. (They should rename themselves the Nuclear Rah-Rah Cheerleaders)

So much for democracy, state’s rights, etc. The legislature, the governor, and a large majority of the state’s population (not to mention numerous government officials in both Massachusetts and New Hampshire, both of which are within four miles of the plant) all want to see this monstrosity shut down.

The state is appealing, but somehow, there’s no injunction to keep the plant from operating until the suit is resolved.

Along with about 1600 other people, I went up to Brattleboro, Vermont today to protest Yankee’s continued operation. Some 130 people got arrested. I didn’t, but my 93-year-old friend Frances Crowe did. I first met Frances, a Northampton, Massachusetts hero and living treasure, in 1977, when we were both incarcerated in the Manchester, NH National Guard Armory when 1414 of us were arrested at the construction site for the Seabrook, NH nuke. I saw a number of people today who I remembered from that and other Clamshell Alliance actions in the late 1970s.

Nuclear is a really dumb idea. I wrote a whole book on it. From a safety, economics, fuel efficiency, or even carbon footprint point of view, nuclear power is a disaster. And the GE Mark I design used at 23 US reactors including Vermont Yankee–the same one used at Fukushima–is particularly bad. Why are we mortgaging our future for no benefit?

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By Posted on Posted in Abundance and Prosperity, Frugality/Frugal Fun, Shel's Personal Life Tagged with , , , , ,

As a 38-year vegetarian, I keep at least half an eye on trends around vegetarianism. I was quite tickled t odiscover a few months ago that former President Bill Clinton (Mr. Hamburger himself) is now a vegan.

Now this article on TriplePundit says meat can kill you.

When I got my physical last month, my doctor asked, as usual, what medications I take. Other than a couple of topical skin ointments, I take no meds. He congratulated me on the good health of my heart and lungs–though I suspect that has more to do with my 1-to-2-hours-a-day exercise program than with my diet. He keeps telling me that other than my overbig belly, I’m in much better shape than most people my age (55).

I’m sure nearly four decades without meat certainly helps to keep me healthy! So if the moral, economic, world hunger, or other arguments aren’t enough to cut your meat intake, consider living longer and in better health.

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By Posted on Posted in Advertising, Entrepreneurship, Marketing Techniques and Philosophies, Shel's Personal Life, Technology, Uncategorized Tagged with , , , , , ,

In Part 1, “Steve Jobs Introduces the first Macintosh, January 1984,” I discussed why “the computer for the rest of us” was such a big deal at the time. Now, I want to show you how the Mac allowed me to completely reinvent an old business model and dominate my local market for ten years. You might find some marketing lessons you can apply to your own business.

In 1984, when I bought my first (and one of the first) Mac, the bulk of my work was typing term papers and writing résumés. The difference for résumés, even with the dot-matrix printer that was all the Mac had back then, was amazing. Being able to bold or italicize, having the words appear on the screen exactly where they’d show up on paper, and most importantly, knowing exactly where the bottom of the page was and being able to adjust typographically to make things fit—W O W !

Up to that point, I would write a draft of the resume without worrying about formatting during the first interview, send the client away, type it up on an IBM Selectric typewriter (which sometimes took two or three tries, although it got better when I realized I could type on legal-size paper for photocopying onto letter-size and not worry so much about matching the top and bottom margins), and then bring the client back in to review the final product. Changes either required whiting out the error with a special paint, letting it dry thoroughly and very carefully inserting the correction, or retyping the whole bleeping page.

Now, here’s the lesson: Having access to this better technology meant I was not only able to change my business model, but create an unstoppable marketing advantage—and even back then, I was thinking like a marketer.

I went into the Yellow Pages with a little half-inch in-column listing that said “Affordable professional resumes while you wait.” (Couldn’t do accent marks in the Yellow Pages at that time.) Almost instantly, I had the busiest résumé shop in my whole three-county-area. And that slogan was my USP (Unique Selling Proposition) for the next decade. Résumés were not only more lucrative but a lot more fun than typing term papers, and within a few years, they (along with the growing percentage of students who had access to a computer) pretty much pushed out the term paper portion of my business. We rode the résumé train as the bread and butter of our business until Windows 95 started to catch on, with a résumé template that let people think (incorrectly, in most cases) that they could do their own résumés. And oddly enough, none of my local competitors offered the while-you-wait service that attracted so many people to us.

If you missed part 1 of this two-part series, https://greenandprofitable.com/steve-jobs-introduces-the-first-macintosh-january-1984

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