Two New eBooks at Amazon Kindle!
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- Written by Rex M. Rogers
Friday evening we came home late and discovered an UPS package delivery sticker on our door. I followed instructions and logged on the UPS website at 9:15 pm, intending to place a Hold and Will Call on my package so I could pick it up the next morning, Saturday.
I soon discovered that the site would not let me pick up the next morning because I had not logged on to the UPS Customer Service Center website by 7:00 pm. This meant I couldn’t get my package until Monday. But I was scheduled to fly out to the Middle East Saturday afternoon and wanted to take that package, a laptop for a SAT-7 international staff member.
So the next morning early I called the local UPS Customer Service Center and on the third try, got a human being. She eagerly tracked my package, came back to the phone, and happily announced, “Yes, it’s here.” So I asked if I could come to retrieve it and she told me I had not logged on by 7:00 pm the night before, so she could not give me the package. I told her I’d logged on, only to learn of the deadline. I told her that I was leaving for the Middle East that afternoon. I told her I’d gladly pick it up. No go. I didn’t get my package though it was right there within her reach.
This is “bureaucracy” in all of its negative manifestations. This is a company that's focused more on the means than the ends, something called “ends/means inversion,” wherein UPS forced policies upon customers and personnel with no discretion, policies more about the system than the purpose—to help me get a package.
I know companies, especially large ones, must have systems and cannot make exceptions for everyone who wants one. But come on. Remember, “Yes, it’s here.” But so what? It didn’t do me any good and the bureaucracy prevailed. This is poor customer service happened in a big-box-company but would not generally have happened in the typical Mom n Pop.
The same morning I made a run to the Apple store at the mall. I did not have an appointment, but I had been invoiced by email for software that had not downloaded. I also had a few questions.
As usual, when I walked into the store it was packed with customers and at least 20 techs in blue Apple t-shirts. I found the floor general and shared my problem. He hailed another tech who listened, asked to see the receipt on my iPhone and then said, “Do you have your laptop with you?” I did. He checked the diagnostics, discovered I already had one kind of software I thought I needed to purchase and showed it to me, then directed me to “Sit right here and download your other software on the store’s fast internet.”
Then, he made sure my download was working. After that, he stuck out his hand for a handshake and said, “Glad to help you. Come back and see us.” Needless to say the contrast with UPS could not have been greater.
This is not my first positive experience with Apple. In fact, every time I’ve gone to the store I’ve walked out pleased, even when I had to wait. They care about your problem or your interest, love their products and what they do, and are trained to treat the customer, including non-techies, with respect.
I’ll go back to Apple, and I’ll avoid UPS.
© Rex M. Rogers – All Rights Reserved, 2011
*This blog may be reproduced in whole or in part with a full attribution statement. Contact Rex or read more commentary on current issues and events at www.rexmrogers.com or follow him a www.twitter.com/rexmrogers.
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- Written by Rex M. Rogers
No one, I don’t care who, could have predicted, much less bet, in a million years how Coach Joe Paterno’s football career is ending. Fired unceremoniously by phone by the Penn State University Board of Trustees, the powerful “JoPa’s” 61-year football career came to a halt in breathtaking fashion. University president Graham Spanier was also fired by the trustees.
Paterno allegedly did not do enough or did not act responsibly with some form or level of knowledge about a former assistant coach’s, Jerry Sandusky, accused sexual assault of a boy in a university locker room shower. Sandusky is now charged with molesting 8 boys between 1994 and 2009—which, if true, probably and logically means he has harmed far more youth. Two other PSU administrators have also resigned for apparently failing to alert authorities. The story gets worse.
The victims will eventually come forward later if not soon, as happened with the victims of priest abuse a few years ago. They and their families will likely win financial judgments, but they will be scarred emotionally and perhaps otherwise for life.
If indeed Jerry Sandusky is guilty as charged he should be sent to prison for the rest of his life. Retribution will then be served, but even then it’s difficult to identify justice in this, and no legal remedy changes what happened to these kids.
Last night, Penn State students rioted across campus in support of—the victims? No, in support of Coach Paterno. The students’ insensitivity to the child-victims of this scandal is further blackening the university’s already deeply black eye.
I was saddened earlier this year when Ohio State Coach Jim Tressel resigned in disgrace for not informing administrators and basically covering up several of his players’ rule violations. Did you catch that? Tressel cheated and I was saddened.
With Coach Paterno and the Penn State story I’m not just saddened. I’m sickened.
The classic Watergate questions come in handy: What did he know? And when did he know it?
How much did Paterno really know? Clearly the university Board tossed Paterno under the bus. One day the Board states it will create an investigation committee, and a day or so later the Board fires Paterno.
Either trustees are distancing themselves and, they hope, reducing their moral, financial, and reputational exposure, or they know more than we know. Perhaps Paterno really was the man who knew too much. Thus despite his illustrious coaching career—409 NCAA Division I football wins, the most ever—he must be held accountable at minimum for a failure of leadership, at most for a failure of character.
So far, I’d say the Board’s crisis leadership has been less than impressive. Mixed signals, lack of attention to explaining its biggest decision thus allowing students to twist out of control, firing Paterno by phone—classless even if he is worthy of firing--not firing, at least yet, others on the coaching staff who knew something, actually a lot, e.g., receivers coach Mike McQueary.
But I will also say this. Leaders now work behind the curve of real-time developments. Because smart phones with video, texting, and online capability are by the thousands on site as events take place it is literally impossible for leaders to stay ahead of what’s happening. Since they must check their facts to try to assure what they say is accurate and best, they must take time, meaning they are behind, always.
The same scenario happened in 2007 at Virginia Tech University when a student killed 32 people and himself, and wounded 25 others. University officials were blamed for a slow response, yet later investigation indicated they’d done most of what they could have done. So Penn State leaders are scrambling to find their way—but that’s now the rules of engagement in a cyber age.
From here on people need to slow down. This is an understandably deeply emotional issue, but people ranting on television that Sandusky should "have a needle put in his arm" or others saying trustees should pull down the Paterno statue on campus all need to dial it down. Sandusky will have his day in court. Paterno's statue perhaps should or should not be taken down--but the decision should not be made until the facts are identified, and they will be. The truth will out.
Well, what can you say? Serious. Sick. Sad. Sin. “Evildoers and impostors will go from bad to worse, deceiving and being deceived, (2 Timothy 3:13).
© Rex M. Rogers – All Rights Reserved, 2011
*This blog may be reproduced in whole or in part with a full attribution statement. Contact Rex or read more commentary on current issues and events at www.rexmrogers.com or follow him at www.twitter.com/RexMRogers.
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- Written by Tom
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- Written by Rex M. Rogers
During the Cold War in the 50s and 60s, we thought the end of the world might someday come from what we then called “thermo-nuclear war.”
I remember the same concerns when I was in graduate school during the late 70s, early 80s, studying for advanced degrees in political science. We talked about nuclear arms, MAD or Mutually Assured Destruction, ICBMs, and a few other scenarios involving “nukes.” It almost seems quaint now.
Whether you drew end of the world scenarios from international geo-politics, vast armies, even space age weaponry like “Star Wars,” or whether you drew them from biblical prophecy, most of us didn’t think about debt.
Yet national debt, deficit spending, and unbalanced budgets are now the greatest threats to future wellbeing in the West.
The United States is now $15 Trillion in debt. For the first time, our national debt equals about 100% of our annual GDP. Add to this the ill advised Bush Administration unfunded increases in Medicare prescription programs (when unfunded wars are included, Bush doubled national debt in less than five years) and the 2008 Obama Administration bailouts.
And it’s not just us. European countries are in a debt mess, “led” by Greece, and followed by Portugal, Spain, and more. Greece’s debt (until European Union nations and banks decided to “forgive” some of it) stands at 150% of its struggling GDP. Still, even with this, Greece is scheduling a referendum this week to determine whether Greeks will accept required “austerity” measures. Honestly, who do Greeks think should pay for their lifestyle choices?
Too many European countries still want a welfare state they can’t afford. They want to retire early, like age 57 in Greece or Italy. They want no increases in generous tuition. They want someone else to foot the bill. The U.S. isn’t far behind. It’s all quite scary.
Yet we’re not beyond fixing the problem. The American people's ingenuity and the potential strength of this economy remain phenomenal. But do we as a people, as a culture, do we have the political will and resolve to fix the problem? As they say, it’s not rocket science. It’s just common sense financial wisdom based on centuries of verifiable experience.
More, do we have the political leadership on either side of the aisle, do we have the moral strength to lead, tell the truth, bite the bullet, and stick to it? At the moment, I can’t see it, and that’s scarier still.
© Rex M. Rogers – All Rights Reserved, 2011
*This blog may be reproduced in whole or in part with a full attribution statement. Contact Rex or read more commentary on current issues and events at www.rexmrogers.com or follow him at www.twitter.com/RexMRogers.
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- Written by Rex M. Rogers
I’ve written about this day: “Halloween, The Good, The Bad, and The Ugly.” It’s difficult to ignore.
There’s so much about the holiday that’s fun, kids-oriented, playful, and interesting even in terms of Christian history. But a lot has changed in the past thirty or so years, such that Halloween has also become a time for celebrating the grotesque, blood, gore, and the occult. Not much in the ugly parts of Halloween that commends it to anyone, much less children.
Frankly, though I love the fall season and both one of son’s and my birthday fall near Halloween, I’m generally glad when Halloween is over. This is the case primarily because television changes so dramatically in the three-week run-up to October 31. Every gross and gory film ever made is trotted out for reruns. Other than for sports, I try to stay away from television even more than usual during this time.
Halloween for kids? If that means candy, costumes, and a fun night in the dark for a couple of hours, I’m all in. Celebrate the innocence of children. It’s harmless.
I go a different direction when the twisted, demonic, and insane killer costumes emerge. I guess I never liked so-called scary movies, horror—I’ve never read a Stephen King novel—and certainly didn’t get into slasher films. Classic film noir, Yes. Bloodfests, No.
It's an interesting though meaningless coincidence that the world's population hit 7 billion today, on Halloween.
But I’m not against Halloween.
Last Friday, we hosted our maybe 15th or so annual pumpkin carving party. Kids, grandkids, friends, food. Great fun and some rather creative and artsy Jack-o-lanterns.
I flew to Phoenix today. Several airline staff members were dressed in Halloween costumes. It lightened the day.
Tonight, I intend to walk a Mesa neighborhood with Lebanese American parents and their two little guys. Looking forward to it. I've walked many a street in earlier years with kids and grandkids and hope to walk many more. Much fun.
In the end, Halloween is like most other things we can experience. We can choose to lift it up by our values and behavior or we can tear it down by the same. It’s a human thing, which is perhaps the scariest thing of all.
© Rex M. Rogers – All Rights Reserved, 2011
*This blog may be reproduced in whole or in part with a full attribution statement. Contact Rex or read more commentary on current issues and events at www.rexmrogers.com or follow him at www.twitter.com/RexMRogers.
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- Written by Rex M. Rogers
In the past month the D&W grocery store chain in our area suddenly, at least to the general public, announced a new “rewards card” program. That’s what they called it anyway, “rewards.” Actually, it’s a new club-not-called-a-club in which customers must enroll or join if they want to take advantage of sales discounts in the store.
Now there’s nothing wrong, it seems to me, in a food corporation developing a new “rewards” program. Indeed I am more than supportive of the free enterprise system and allowing companies to offer initiatives and compete.
But there’s more to this story. The real reason for the new program is not to “reward” the customer, though admittedly customers can accumulate points toward acquiring products. The real reason is to channel customers into using the new system. Once enrolled, every purchase a customer makes is cataloged, just like so-called rewards programs at the casino. So one’s consumer inclinations are tracked.
But there’s still more to the story, the one that causes me to question the grocery chain’s ethics. They say joining the rewards program is voluntary, except there’s a catch. If you don’t join you are blocked from all in-store sales discounts. All of them. In other words, after shopping in this store for 20 years, if I choose not to give them my email and home address and not to subject my purchases to regular tracking, I no longer can purchase anything on sale. The company calls its program a “reward,” yet the company dismisses out of hand any and all customers who do not sign up, no matter how long they’ve been a loyal customer.
If this isn’t enough, the company has changed all of its sale signage, proclaiming a price, for example $2.99 for a pumpkin, and then in the corner in small print stating “$1.00 Less With Yes Card,” the name of the rewards program.
This actually happened to me. I saw a pumpkin for $2.99 with the accompanying statement that if I have a “Yes” card I may purchase the pumpkin for $1 less. So I think, “Oh, I don’t have that card, but I’m willing to pay $2.99 for that pumpkin.” When it’s run through the register, the price comes up $3.99. I point this out and am told the price advertised already included the discount—for which I do not qualify. But that’s not what the sign said and when I made this observation I was told “All our signs are that way,” as if this is an explanation. The new signage is, in my estimation, misleading at best.
As I said earlier, I have no problem with a company developing an optional club or rewards program. But D&W’s rewards program is an in or out, either you opt to join or you will be denied access to sales. It’s not really optional. It amounts to a members-only program like Sam’s Club.
D&W should re-think their program. It’s more of a reward to the company than to the customer.
© Rex M. Rogers – All Rights Reserved, 2011
*This blog may be reproduced in whole or in part with a full attribution statement. Contact Rex or read more commentary on current issues and events at www.rexmrogers.com or follow him at www.twitter.com/RexMRogers.