My Blog has Moved to A New Site

With the launch of my new web site for the upcoming book, Bounce!, my blog has now moved to http://barrymoltz.com/blog

Please visit me there still talking crazy, one business at a time!

On a Rant Too: American Bagel Surrenders!

Sometimes, bad customer service does have its revenge. While walking by a Great American Bagel near my home today, I noticed that it was shut down and its license suspended. I couldn't smile. This particular not only gave horrible service, but they charges 10 cents extra to cut each bagel when you bought a dozen. Ugh!

What keeps you up at night? The Weather

I spoke at an agricultural conference on Friday in East Lansing. Michigan State University hosted a "Growing Your Business" conference for farmers. At the end of the presentation, during the question and answer period, I asked, "What keeps you up at night?" The first answer: The Weather! Unlike alot of our products, farmers products are affected by the weather. I always talk about realizing in business what you can control and what you can't control..and yes, the weather is one of them.

On A Rant: Comcast Practices Crazy Customer Cruelty

I talk in my speeches about the fact that the only sustainable competitive advantage is outstanding customer service (or as I call it Crazy Customer Service). This past week, I had one of the worst customer service experiences ever at the hands of the cable monopoly that brands itself Comcast.

At a second home we just purchased, I drove 2 hours to meet the Comcast cable person. Unlike real businesses, these utilities give you a three hour window in which they will show up. (in this case 1-4 pm). I hate waiting for anyone, but I understand you have to make sacrifices if you want to get the services (internet, cable and phone) of a monopolistic giant like Comcast. I dutifully waited my 3 hours after driving 2 hours (total elapsed time for Comcast so far 5 hours). At 4:00 PM, I called and they said they would be 15 more minutes, but not to worry, they had an ontime guarantee (they would credit my account with $20). After not showing up over the next 2 hours, I called again at 4:30, 4:45, 5:00, 5:30. At 5:30, they said they would be there every time in 15 minutes. Finally they set the time at 6:30. I left at 6:00 PM to walk down the street to make another phone call, since there is no cell service at my house. At 6:07 I get a call saying the cable guy was there and left (since I was not home) and did I want to RESCHEDULE! I had waited 5 hours plus a 4 hour drive (round trip) and now I would get no cable today. Somehow, the cable person sneaked on my property and left within a few minutes. Needless to say I was furious.I had waited 5 hours for them and he couldn't wait out of respect 5 minutes? This certainly is customer cruelty.

When I called to complain, they offered a free installation ($59) for my 9 hour wait the next time I wanted them out there. Ridiculous. In fact, the supervisor took no responsibility for this and said "that's just the way it is". If one of my bills was late, do think I could say that's the way it is?

Imagine if I said to one of my clients that I was to give a speech to at 9:00 AM that I would show up to speak between 8 AM and 11 AM and that the audience should just wait? Imagine if you did that to one of your clients? I understand that Comcast does these 3 hour slots so they can better utilize their service people in the field since they do not know how long it will take to do a call. But better utilization should never be at the expense of the customer. They may have utilized the service person well that day but they burn through 9 hours of my time. Where is the respect for the customer?

Over the long run, I hope to believe that this hurts Comcast's business when more customers like me get tired of waiting and waiting and waiting. Although, the market does not strictly determine these things since in this part of the country, there are no other choices for the bundle of services Comcast provides.

Even My Soap Smiles At Me

I stay at alot of hotels. Its the hazard of the trade. I was in my hotel rooms bathroom (this is at dirty as this gets) and I glanced at the soap. Written on it were the words, "Smile Now". I couldn't help but smile and chuckle a bit. It is not too often that a bar of soap gives you a lift in your day. Most days, I just want a big bar of soap like I have at home. Today, I'll go with one that has me "Smile Now"- Courtesy of Bloom "Energy Soap"

TSA's Leftover Loot

Budget Travel this month reported this month on what happens the 13 million "contraband" items TSA takes away every year from travelers. To my surprise, it get sold as surplus on Ebay and other bidding sites. I had to check out the one for Illinois to see if I could fine by keyknife. Now if I could only get back my water bottles, shampoo and shaving cream I would be set!

Not All Who Wander Are Lost

I am not sure who said this, but I frequently think back on this quote. In our business society we are constantly told to drive to that next goal with laser precision. We specialize too early in our careers. A bit a wandering is good. Think back on that last vacation where a day was not overscheduled and you just did whatever came up. Remember the things you discovered about where you were? Remember the things you discovered about yourself?

Pursuing Your Passion: Downsize Your Dreams

At the end of August, the Pursue the Passion Tour Bus pulled into Chicago and my home. Brett and the team shot a short video segment of me talking about Downsizing Your Dreams: Pursuing what success means to you in addition to money.

Downsize Your Dreams Video!

Still Crazy After 4 Years

It is good to see people still reviewing the book even after 4 years. David Krock gives a review that exactly hits the spot I was aiming for when I wrote the book.

My favorite excerpt:

Let’s be clear, this “craziness” is used in a sort-of “modern slang” sense, which could be defined as a departing from accepted norms in pursuit of an inherently risky course, fueled by a large amount of passion.

Anyone who’s been in business long enough to have:
a) had a customer
b) had a partner (or 12)
c) raised more than $1.47 in private funding
d) fired an employee

…knows you need to have a certain amount of resiliency to survive. A sort of “needed craziness”.

Adversity University

Steven Hopson's Fifth Grade teacher really made a difference in his life:

http://www.youtube.com/watch?v=Iu07YMNvYJA

He also writes an interesting blog called Adversity University that is a "fun way to share stories, observations, tips and spiritual thoughts about overcoming adversity because no one is immune from it - adversity does not discriminate".