Customer Service at Chapters

One of my intents of maintaining this blog was to discuss business issues. I really am a fan of small business and love to read and learn about individuals who have the tenacity to start their own companies. I also enjoy hearing about good (and bad) business practices and their effect on customers, industries, and communities. So here is my first business blog entry.

A common theme that will run throughout this section is Customer Service. I am a huge believer in providing quality goods and services in a friendly and fair manner. I think that customer service is an art that many people take for granted, but only a few truly master. I try to reward positive service by telling not only the person who gave it to me, but also their supervisor or business owner (and now the blog world).

One place I consistently receive good customer service is at Chapters in Newberg. I go to this bookstore / coffee shop twice a week to meet with friends and family. On Thursdays, the barista is Kat. The other day she had a sample of my favorite drink ready for me when I walked in the door. They were trying out a new blend of Chai Tea and she wanted my opinion. Before I could finish the small tasting, she had my drink ready for me. I hadn’t ordered it, but she knows my regular cup of choice and had it prepared. With all the people that come in to the store each morning, I’m impressed that she knows me, my drink preferences, and my routine well enough to have my Chai ready for me when I walk in. This has become consistent behavior. This is above and beyond the call of duty. This goes beyond a pleasant demeanor. This is true customer service.

Thanks, Kat!

American Idol - Season 7 Picks

I am a fan of American Idol. I think the show represents a great mini-lesson in how the popular music system works. Jen and I faithfully TiVo every show and haven’t missed an episode in four or five seasons.

This year has been touted as the “best ever talent” and while I will agree that there are some amazing singers, I’ve been hard-pressed to find “my” singer. Last year I picked Melinda Doolittle in the early stages (she made it to #3). In season five I chose Taylor Hicks when I saw his audition tape (and he won the whole shebang). But I haven’t been able to latch on to one performer as “the one” … until last night.

Last night was the second week in a row that the contestants sang songs from the Beatles. And while the second show in the top-12 portion of the competition was filled with lackluster performances, I was able to finally flesh out my favorite competitors.

Guys – David Cook. This guy is consistent, rocks hard, has fun performing, and seems to have healthy attitude about the hype surrounding this show. I like him to win it all as the truly most talented competitor, except the teen vote will probably push through David Archuleta.

Gals – Carly Smithson. This tattooed, Irish lass can really sing. She is consistent in her performances and really knows how to choose a great song. This girl has great talent and she’ll go far in this competition. I think Carly has the best chance as a "rocker" to make the final cut because she has the softer pop side as well.

Honorable Mention
Amanda Overmyer: I love this rocker chick. She is the total package of looks, attitude, talent and presentation. Unfortunately I don’t think she’s consistent enough to make the final cut

Brooke White: While I’m not a huge fan of her style or the songs she sings, I like her attitude and song choices. Plus she is always on the mark. Now if she would just quit talking so much.

So there you have it. My picks for Season 7 of American Idol.

You Look Marvelous

Back in the 1980s, Fernando Lamas (aka Billy Crystal) used the catch phrase “You look maahhvelous.” It was a great Saturday Night Live sketch. Today, I realize that I am still trying to make myself look marvelous. Back in October I wrote about my attempts to make myself look good.

Why is it that I still want to keep up appearances? What is so inherently ingrained in my psyche that I want people to like me and don’t want to show my flaws? Why can’t I accept the fact that there will be people who still accept me, despite my inadequacies?

I struggle with lots of things. I’ve typed the list here and reedited it and ultimately deleted it because… I fear showing people what I’m ashamed of in my life. The shortcomings, the addictions, the flaws… some are major, some are minor; some I’m working on, some I try to ignore myself.

Ultimately, I am scared of what people will think of me. I’m worried about disappointing my family and friends. I’m apprehensive that people won’t like me if I’m really vulnerable.

So, I continue to put fresh paint on the broken down parts of my life hoping that they continue to look good. And I think I’m doing a pretty good job at looking marvelous.

The Forecast Looks GREAT!

My son Zach is a fairly normal teenage boy. He is full of energy, loves video games, has a passion for Bionicles, and has a very vivid imagination which he acts out from time to time… OK lots of the time. I will admit that he sometimes gets on my nerves with his boundless energy.

But tonight I was honored to see a different side of my son. We spent a couple of hours at the High School for Forecasting Night, gathering information about his upcoming Freshman year in school. I was impressed by his thoughtfulness in picking classes, his care in choosing electives, and his reasoning behind the school he should choose (Newberg High School is divided into five small schools).

Sometimes I’m so close to the daily routines of Zach’s life that I miss the young man behind the long hair and creative imagination. I’m very proud of the man Zach is becoming. And I’m excited to see how the careful choices he made tonight will effect him in the years to come.