Category: Commentary

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My Shot

For the July 2016 issue of Fast:Forward, I wrote about the Broadway smash ‘Hamilton’ – and how watching my daughter’s friends sing the lyrics at her 18th birthday party convinced me that one day Kathy and I should experience the show live.

“I’m willing to wait for it.”

On Saturday, we achieved that goal – gifting our daughter with tickets for her 20th birthday to the National Touring Company performance here in Houston. While my expectations were higher than the extravagant ticket prices, it exceeded them.

“I wanna be in the room where it happens.”

Having listened to the soundtrack and read about Alexander Hamilton’s life, I knew the historical arc. However, seeing first-hand how Lin-Manuel Miranda blended a brilliant score with precise staging was amazing.

“Talk less. Smile more.”

Afterward, Kathy and I agreed “Hamilton” is the best musical we’ve seen – surpassing “Phantom,” “Les Mis” and “Wicked”. Best of all was a subtle twist in the end that shifted the focal point in a different direction.

“Who lives, who dies, who tells your story?”

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Ring Tone-Deaf

During their first homestand of the season, the Astros celebrated the World Series title in style – giving away all kinds of collectibles for fans. Saturday’s loyalty reward was a replica World Series ring, which looks darn close to the $11,000 one players and employees received in an earlier pregame ceremony (other than the fact their 200+ diamonds were real).

So when my son and his girlfriend invited Kathy and me to join them at Minute Maid Park, of course we said yes. Knowing there would be high demand for the ring – given to the first 10,000 fans in attendance – we arrived several hours early. After walking three blocks from a parking lot, we were surprised to see the line wrapping around the stadium.

Not content to join the masses without checking out other entrances, my son ventured around the corner and texted us to join him. Five minutes later we were through the metal detector and inside. Then we learned they had just run out of rings.

Personally, this isn’t a big deal to me, as I’m not much of a collector. However, when I think of all those fans who were still outside in that long line – who arrived long before we did and probably didn’t learn for another hour their efforts would be unrewarded – I can’t help but think the Astros missed a great opportunity.

Perhaps the next time they win the World Series, whether this season or after another 54-year wait – they’ll give every fan who attends the game a ring. That way everybody goes home happy.

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Big Apple

Like so many, my iPhone 6s battery was on the fritz, so I called Apple customer service. After asking for permission to remotely access my mobile device, the representative determined the battery should be replaced. He ordered a new one to be delivered to the Apple Store nearest me – and said, due to demand, “it will take about three weeks to arrive.”

After a month I called the store to check on the status. Nothing. The employee told me they would contact me when the battery shows up. Then, a week later, my iPhone died completely… unable to take a charge. Thus, on a Saturday, Kathy and I ventured into an Apple Store – and I counted 40 customers and at least 18 employees. It was packed.

Within five minutes, a young employee approached us, and after hearing our story, politely excused himself. He quickly returned and said: “Your battery isn’t here, but we always keep a few extras in the back. We’ll replace it. Give us about four hours.”

When we returned, another employee brought our phone and told us laws only allow for batteries to be lightly charged when shipped. “When you get home,” he said, “plug it in and let it fully charge.” Which we did. Except… it still wouldn’t charge.

So back we drove, walked through the crowd, and immediately approached the same employee. I told him what happened, and he said: “No problem. We’re going to give you a new phone.” As my iPhone 6s is 28 months old, I said, “You don’t have to do that.” He insisted.

Apple took a big hit with this battery situation. For me it worked out great. I have a new phone that should last at least another 18 months.

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Changing Image

Fifteen years ago at the launch of Success Handler, LLC – with the assistance of a terrific marketing company, The Business Lab – we developed our website. In 2012, we did an update. (Thank you Kathy Ellis and Karl Kreig for your wonderful talents on both those occasions.)

Creating our 2018 strategic plan in November, one of our ‘Won’t Do’ items was ‘Redux Website.’ However, I decided to adjust that after seeing a Super Bowl commercial about DIY website creation. While I couldn’t tell you who that advertiser is, having been a Go Daddy customer since the beginning, I called and asked about their product.

Some two weeks and 30+ hours of my personal learning curve and creative effort later, the new look debuted on February 21. It’s much more succinct, focused on our current offerings and has a modern feel.

While I have no idea how plug and play (or place) technology works, I’m amazed at how easy it is to publish content – including, by the way, this blog. The 0’s and 1’s that make up the digital world are waaaay beyond my ability to comprehend. All I know is with a little time and vision, anyone can do amazing things.

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Terrific Attitudes

Part III of III –

It took me about 15 seconds of pondering to ask: “Would it be possible to refund the Office 365 charges, and I’ll buy it directly from Microsoft? That way we’ll figure out how to make it work without involving Go Daddy.” He said, yes, and the credit was immediately applied.

So back to Apple I went… and less than an hour later – for $100 per year – everything worked perfectly. Well, except for one small challenge. In the transition, somehow Kathy lost all of her saved emails. That wasn’t the most enjoyable news I ever delivered; however, she handled it well.

Through all the drama, I was amazed at the professionalism and courtesy of everyone who helped me. I spoke to at least eight different people and everyone was well-trained, polite and came across as truly wanting to resolve the issues.

When I reflected on this lengthy experience, I thought about those folks, based in the U.S., Ireland and India, spending eight hours every day dealing with frustrated customers… and how they treated me. That’s something I’ll remember the next time I have an issue with a company – or someone has an issue with me.

Empathy and patience are gifts to be shared.

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