Customer service is not dead!

Published
by
Ryan Petty
on 27-December-2008
in New
. Comments

In the past I have ranted about examples of poor customer service, such as the iPhone 3G launch by Apple, or the exclusive selection of AT&T as the iPhone carrier by Apple.  I thought it only fair to point out an example of excellent customer service I experienced today at Les Schwab.

With all the snow we have had in the Seattle area in the past week, snow chains are almost a necessity.  In anticipation of the storms, I purchased chains for each of our cars.  Since chains were in short supply, I had to visit more than one store to find the correct sizes for each car.  I ended up at a very busy Les Schwab store in Redmond, but was greeted within a few seconds of entering the store and after just a couple of minutes had a brand new set of chains.

Well, the chains worked very well for a couple of days, but after repeatedly putting them on and taking them off, the rubber connector for the chain tightener snapped.  Undoubtedly, I was pulling too hard on the connector when it snapped.  To me it is obvious the part is under-engineered and therefore prone to breaking.  In fact, for my second car, they sold me a slightly different version with a much improved rubber connector attached to the chain tightener.   I decided to take the chains back to Les Schwab to see about a refund or replacement.

Arriving at the store, I was again surprised at how busy the store was, but in less than 15 seconds, I was being helped by en employee at the counter.  After listening to my complaint about the poort design of the chains, the Les Schwab employee  offered to immediately repair the chains.  He left the counter to go find a replacement connector.  As my son and I stood at the counter waiting, in the space of no more than 3 minutes, we were asked by 7 Schwab employees if we had been helped or if we needed anything while we were waiting. After about 3 minutes, he returned to the counter and informed me he was having trouble locating a replacement part, and so I would not have to wait any longer, he would simply swap the chains for a brand new set.  I was amazed.

It is a testament to Les Scwab (died in 2007), and the current Les Schwab management, that every employee understands the importance of the customer and ensuring a positive customer experience.

I imagine that Les Schwab will weather (pun intended) the current economic downturm better than many of their competitors because of their relentless focus on the customer.

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Published
by
Ryan Petty
on 21-December-2008
in New
. Comments

Mactini -The Peter Serafinowicz Show Christmas Special - BBC Two

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Digital Copy Blu’s

Published
by
Ryan Petty
on 18-November-2008
in Apple, DRM and Microsoft
. Comments

Today we (my family) received a 3-disc special edition of Disney’s Wall*E, which includes two Blu-ray discs and a DVD with a digital copy of the movie in iTunes and Windows Media formats.  I was particularly excited to have the digital copy which can be transferred to a personal computer or iPhone for playback.  I popped the DVD in my MacBook Pro and was immediately greeted by a Disney application called Wall*E, which “activates” the digital copy before transferring to ITunes or Windows Media.  Oh no, DRM rears its ugly head.

In the Blu-ray case, Disney includes a leaflet with an activation code.  As I read the information contained on this leaflet, I was drawn to the fine print at the bottom.  Reading carefully, I learned the activation code expires one year from the date of release of the Blu-ray, so you must transfer your digital copy to a computer withing one year of release of the Blu-ray movie or you are out of luck. I wonder how many people will take the time to read the fine print?  I imagine there will be some very disappointed consumers who neglect to activate their digital copies in time.  What about the people that buy Wall*E after November 18, 2009?

My next thought was whether the activation code was single-use or multiple-use.  I thought, I better do some more research and understand all of the DRM rules before I transfer this movie to my laptop.  Fortunately, Disney includes links to online help which help explain the DRM rules which apply to the digital copy.  After, ignoring the Flash based demos of how to transfer the movie to my computer, I found a link with more information, including this FAQ.

Turns out, this is a one-time activation code.  This means, you can transfer the file to one and only one computer–EVER!  I don’t think my family, with multiple computers is out of the norm, so which one?   My laptop?  My wife’s? The kids iMac?  If I transfer it to my laptop, I can watch it when I travel, transfer it to my iPhone and iPod, but what about my kids?  What about their iPods?  They won’t be able to enjoy this movie without sync’ing to my iTunes library and erasing their content and playlists.  So, I could install it on the family iMac, but then I won’t have a copy when I travel.  So far, neither options seems like a good solution.

And herein lies two of the major problems with DRM.  First, confusing usage rights and second, incoveniencing the very customers who purchase legitimate copies of content.  I will include a portion of the Disney FAQ.

Can I use my code more than once?

No, you are permitted to use your unique code only once.

How many times can I transfer my DisneyFile Digital Copy?

For the Windows Media version you can only transfer your DisneyFile Digital Copy to your computer once. After you transfer the movie to your computer, you can then transfer the movie to your compatible portable device. For the iTunes version, standard iTunes usage rules apply.

What types of portable devices will my DisneyFile Digital Copy be compatible with?

For the Windows Media format, portable devices must be Windows Media PlaysForSure compatible or Certified for Windows Vista compatible. For the iTunes format, portable devices must be an iTunes video-enabled iPod, iPhone or Apple TV.

What happens if I delete my DisneyFile Digital Copy from my portable device? Is it possible to transfer it again?

For the Windows Media format: Yes, as long as you did not delete the Windows Media file from your computer.

For the iTunes format: Standard iTunes usage rules apply.

I followed the on-screen instructions and the movie did not transfer. What do I do?

Please call 1-800-723-4763 (US)/1-888-877-2843 (Canada) for technical assistance and/or customer service.

I live outside the United States and Canada. Can I transfer the DisneyFile Digital Copy?

No, at this time, the DisneyFile Digital Copy is accessible only in the United States and Canada (excluding Quebec).

Does the unique code for the DisneyFile Digital Copy expire?

Yes, the unique code expires 12 months from the initial release of the DVD or Blu-ray disc. The unique code for The Nightmare Before Christmas will expire on August 26th, 2009.

Can I give my DisneyFile Digital Copy to someone else?

No, your movie is non-transferable and is tied directly to your computer and will not play if transferred to other computers.

How much space does the DisneyFile Digital Copy use on my hard drive?

DisneyFile Digital Copies take up to approximately 2 Gigabytes of free hard drive space. This number can vary and it is best to check the minimum requirements on the packaging.

If I delete my DisneyFile Digital Copy from my computer, can I transfer it again later?

For the Windows Media format: No. When you transfer your DisneyFile Digital Copy, to your computer you use your unique code. Codes can only be used once. Therefore if you delete your movie from your computer and attempt a second transfer, the unique code will not work. Disney strongly recommends backing up files to avoid losing your DisneyFile Digital Copy.

For the iTunes format: Standard iTunes usage rules apply.

If I cannot connect to the internet, can I still transfer my DisneyFile Digital Copy to my computer?

No, in order for the DisneyFile Digital Copy code to be verified, you must be connected to the internet. However, you only need to be connected when you first transfer the movie to your computer, not each time you watch your DisneyFile Digital Copy.

Do I need the DisneyFile Digital Copy disc every time I want to watch the movie?

No, once the transfer is complete you no longer need your DisneyFile Digital Copy disc and can enjoy your movie whenever you like.

How many times can I watch my DisneyFile Digital Copy?

You may watch your movie as much as you like, there is no limit to the number of plays.

How many computers/portable devices can I transfer my movie to?

If you select Windows Media format, you can transfer your movie to one computer and one Windows Media compatible portable device as set forth in the end user license agreement (Terms & Conditions). If you select iTunes format, standard iTunes usage rules apply.

Part of this dilemma could be resolved with a home media server with lots of storage, but I still wouldn’t be able to transfer the movie to my laptop or iPhone for playback when I am on the road.  But it does not alleviate the fact that DRM is restricting the legitimate use of content I purchased.

Two simple ideas to allow fair use

Two simple ideas to alleviate the DRM restrictions and allow fair use.  First, link the activation code to an iTunes account and allow multiple uses by that account.  Second, allow families to “aggregate” iTunes accounts under a master account.

Link activation code to iTunes account

By linking the activation code to an iTunes account, content owners could be assured that the same consumer is using the activation code and it is not being passed around the Internet.  Because Apple requires a legitimate address and each iTunes user must provide a credit card, the risk of fraud is greatly reduced.  If the content owner becomes aware of fraud, they could appeal to Apple to investigate and if fraud has occurred, the iTunes account could be deactivated–rendering the content disabled.

iTunes master account

Aggregation of iTunes accounts under a master account structure (think .Mac and MobileMe Family plans), is an idea that makes sense for a number of reasons including alleviating the restrictions of DRM.  By aggregating accounts, content I purchase on iTunes could be synchronized by family members under the same account.  This includes the digital copy of Wall*E and other Blu-ray digital copies.  Account aggregation allows us to use the digital copy in the exact same way we use the physical copy (Blu-ray disc).

This post started as yet another rant against DRM. However, since most content owners haven’t seen a DRM scheme they don’t like, I don’t believe DRM is going away anytime soon.  So, what do you think?  Would my two proposals make DRM more palatable?

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Tilt-Shift Photography

Published
by
Ryan Petty
on 16-November-2008
in Photography
. Comments

Eiffel Tilt-Shift II by Hanna María & Arnar.Tilt-shift photography is a creative and unique type of photography
in which the camera is manipulated so that a life-sized location or
subject looks like a miniature-scale model. To add good miniature effect to your photographs, shoot subjects
from a high angle (especially from the air). It creates the illusion of
looking down at a miniature model. A camera equipped with a tilt-shift
lens, which simulates a shallow depth of field, is essentially all you
need to start.

For those interested in more, Smashing Magazine has a great article with 50 beautiful examples of tilt-shift photography. There is a tutorial on tilt-shift photography at Tilt-Shiftphotography.net, of all places.

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New broadband connection at work

Published
by
Ryan Petty
on 4-November-2008
in Communications and Web
. Comments
Verizon FIOS Speedtest

Verizon FIOS Speedtest

After almost a month after first ordering service with Verizon, our FIOS Internet connection was finally installed at work this morning.

As many of you know, FIOS is a PON or Passive Optical Network.  In laymans terms, FIOS utilizes an architecture where bandwidth is shared on the fiber for all customers on that loop. This isn’t so bad if there are just a few customers on that loop.  Cable providers utilize a similar Hybrid-fiber Coax architecture, but where a PON extends the fiber to the premise (FTTP), an HFC network does not.  The last portion of the network is coax, as the name implies.

PON does not suffer from the same interferers as a Hybrid-Fiber Coax network and generally has higher capacity than its coax counterpart.  In theory, this sounds pretty good and in practice FIOS works well.

Some informal bandwidth testing tonight yielded some great results. As you can see, at a maximum we achieved a little over 38Mbps down and 11.5Mbps upstream (we ordered a 50/20 business plan from Verizon). Testing was done on a MacBookPro running OS X 10.5.5 with Firefox 3.03, directly connected (100Mbps/Full-duplex) to a Netgear FVS114 router.

While we did not achieve a full 50 Mbps, that is the maximum our account should support,  we are please with close to 40Mbps.  The weak link here might actually be the FVS114 router.  We will try some additional testing tomorrow and see if we get a significant change.

For now, happy surfing at work!

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Democrats blocking regulation on Fannie Mae and Freddie Mac

Published
by
Ryan Petty
on 29-September-2008
in New
. Comments

The Reform for Fannie, Bill S.190 was introduce by the Republicans….in fact, McCain co-sponsored (although this is video from the House of Reps).

The Bill must go thru Committee & gain 60% support. The committee is made up of 20 members. At the time, 11 were Republicans & 9 were Democrats. To get 60% of support, the Republicans needed ONE Democrat to support. Not one Democrat budged & the bill died.

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ShamWow!

Published
by
Ryan Petty
on 15-September-2008
in New
. Comments


This is my second favorite commercial. I am pretty sure this guy could sell anything to anyone. Have any of you bought one? I don’t know it sells itself.

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Response to “Making America Stupid”

Published
by
Ryan Petty
on 14-September-2008
in Politics
. Comments

Thomas Friedman wrote an op-ed piece in the New York Times today on energy policy, economic leadership and the upcoming Presidential election.  He starts off with the following:

Imagine for a minute that attending the Republican convention in St.
Paul, sitting in a skybox overlooking the convention floor, were
observers from Russia, Iran and Venezuela. And imagine for a minute
what these observers would have been doing when Rudy Giuliani led the
delegates in a chant of “drill, baby, drill!”

I’ll tell you what they would have been doing: the Russian, Iranian and
Venezuelan observers would have been up out of their seats, exchanging
high-fives and joining in the chant louder than anyone in the hall —
“Yes! Yes! Drill, America, drill!” — because an America that is focused
first and foremost on drilling for oil is an America more focused on
feeding its oil habit than kicking it.

A silly notion.  Of course they were watching, but their reactions to the resolve of those cheering “drill, baby, drill” was nothing like Mr. Friedman’s imagines.  He goes on to say,

“Unless we make America the country most able to innovate, compete and win in the age of globalization, our leverage in the world will continue to slowly erode. Those are the issues this election needs to be about, because that is what the next four years need to be about.”

Well let’s agree on the end goal.  The question now becomes, how best to get there.

Contrary to Mr. Friedman’s assertions, Republicans are not interested in maintaining the status quo vis-a-vis energy.  In fact, nothing could be further from the truth.  It is clear we differ on how to get there.  Mr. Friedman supports a heavy-handed government approach which simply won’t work.  With the possible exception of landing on the moon, it never has.  What is needed is exactly what McCain and Republicans are calling for–get government out of the way by removing archaic and ineffective regulations which prevent the market from working effectively.  Why do liberals fear free markets?

There is no silver bullet solution to energy.  Renewables (wind, solar, bio) are not ready (by ready, I mean economically viable) and won’t be for some time.  Economic viability is something Republicans inherently understand and liberals like Friedman do not.  Regardless, none of these technologies can completely replace oil–in the short or medium term.  Mr. Friedman waxes on about political/military power and economic leverage.  I reject his notion that our standing in the world will erode if we open up new domestic sources of energy. The notion that our position in the world has recently eroded seems to be a favorite of the left.

Securing new sources of domestic energy is not only logical, but will give us the political/military leverage Friedman desires.  One wonders not only if, but how Friedman might use that leverage if he held power.

In typical liberal fashion, Mr. Friedman introduces a red herring by asserting we cannot drill, build nuclear and invest in renewables simultaneously.  Nonsense!  We can and must do them all.

Mr. Friedman, contrary to his usual thoughtful style, asks a series of assenine questions about how to fund the building of more nuclear (nucular) power plants. He asks,

Where is the money going to come from? From lowering taxes? From
banning abortions? From borrowing more from China? From having Sarah
Palin “reform” Washington..

Disappointing partisan dogma from an author I once held in high regard.

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Your competitive advantage

Published
by
Ryan Petty
on 2-September-2008
in Business Excellence and Innovation
. Comments
:en:Seth GodinImage via Wikipedia

Another brilliant gem from Seth Godin:

People are fickle, but we’re generally rational. When someone makes a choice (hiring, firing, choosing a vendor, buying a soda) they’re using some sort of internal logic and reasoning to support that choice.

As a marketer, you win when they choose you.

So, why choose you?

The answer to that question is your competitive advantage. What makes it likely that more than a few rational people will consider their options and choose you or your company or your organization?

Truth: It’s rarely a computerized cost/benefit analysis. Instead, it’s a human choice.

Competitive advantage is similar to a concept we Product Managers call “Distinctive Competence” and it is a fundamental building block of any business. Those who don’t define it (early), wander aimlessly in search of customers, revenue and success.

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Jason Calacanis On How To Get PR For Your Startup: Fire Your PR Company

Published
by
Ryan Petty
on 22-August-2008
in Communications
. Comments

My philosophy of PR is summed up in six words: be amazing, be everywhere, be real.

You don’t need a PR firm, you don’t need an in-house PR person and you don’t need to spend ANY money to get amazing PR. You don’t need to be connected, and you don’t need to be a “name brand.” Today, many bloggers lament how much press folks like Kevin Rose and Robert Scoble get. They say that they get too much attention and that they got this attention too quickly and without earning it.

1. Be the brand

As the founder of your company you must be in love with your brand and inspired by your brand’s mission if you have any hope of getting press for your product. If you don’t *really* believe in your product on a deep, intrinsic level, it’s going to come across *immediately* to the bloggers and press you’re pitching.

2. Be everywhere

If you and your team have committed to being the brand, the next step is being committed to being everywhere. When I was running Silicon Alley Reporter I was essentially a beat reporter. Every single night I would go out and meet folks in the Internet industry. While other folks went home to their families–and there is nothing wrong with that–I went out and made a family. In this case, the family became known as “Silicon Alley,” and the members of the family were the folks in and around the startup companies.

3. Always pick up the check–always.

At the industry events I mention above I always set a goal of creating deep relationships with a small number of folks as opposed to running around trying to trade cards with as many folks as possible. You can trade cards on LinkedIn, but you can’t break bread there. In the real world break bread, don’t trade contact information.

4. Be a human being

The best way to get PR is not to sell someone on your company or product–it’s by being a human being. Journalists hate PR people and they hate being pitched. They do. It’s just a fact. Journalists and bloggers despise PR people, and if they say otherwise they are lying, placating you or just being diplomatic.

5. How to bond with a journalist

It’s important for CEOs/founders to realize that journalists and bloggers are, in fact, humans. They long to be heard, to be admired and to belong–just like you do. When I was a journalist I was always amazed by the number of unfocused pitches I would receive. For example, when I was covering the internet I would frequently get pitches like “You have to check out this new nanotechnology company” or “we’re launching a new technology to make shipping more efficient!” Ummm… great, but I’ve never covered the nanotech or shipping industries–why would I start now?

6. How a CEO should e-mail a journalist

When I was a journalist I would not speak to PR people about my stories, and I would hold a hard line with them: if you want me to cover your company have your CEO e-mail me at jason at calacanis dotcom. They would reply, “ok, let’s do a call about your story and i can put you in touch with the right person over there…” and all I heard

was “blah blah blah.” The CEOs and founders of the companies who had direct relationships with me got more direct coverage of their company, as well as more quotes in stories about other companies and issues.

http://www.alleyinsider.com/2008/8/jason-calacanis-on-how-to-get-pr-for-your-startup-fire-your-pr-company

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