Monday, March 12, 2012

A list does not an argument make

I received an email from a friend today. It contained a message that had undoubtedly been forwarded a thousand times. At the top was the heading "The Reason California is Broke and Will Remain Broke". Below the heading was a long list of California state agencies.


And below the list were twelve words:

 "This, and all the pensions that go along with them! Any questions?"

Yes, I did have a question: What is the actual relevance of this long list of agencies to our current financial crisis? I mean, a list (even a great big long list) does not an argument make.

It shouldn't surprise anyone that a state whose economy is bigger than all but seven countries in the world has a large bureaucracy, and no doubt there is waste somewhere in the system. But is the mere fact that there are so many state agencies "the reason California is broke"?

To quote a friend: "It's a longstanding canard that waste and inefficiency are the at the root of our budget problems." But there's no denying the fact that, as a state, we're broke.

So how did we get that way? I mean, we have Hollywood and Silicon Valley. We have aerospace, tourism and a thriving wine industry. We're an agricultural super-power, and we have fantastic and diverse natural resources. Hell, We have Disneyland and the Lakers!

So why are we broke?

First of all, those industries and resources are all hurting, or threatened, in one way or another. We still have a fantastic economic infrastructure, but it's taken a few body blows lately.

In the past few years, we've seen real estate tank (2007) and financial markets implode (2008), both  symptoms of a massive and over-arching credit crisis that was born, not in Sacramento, but on Wall Street. [Watch this.]

And we're not out of those woods yet. The credit crisis kicked our state where it hurts, and we responded by borrowing yet more money, while still maintaining high expenditures (to please the left) and low tax rates (to please the right). As the economy continued to suck, unemployment went up and consumer spending went down. Fewer dollars from both consumers and investors meant even more people lost their jobs (and their employer-provided health benefits), and consequently the cost of social services (including but not restricted to unemployment insurance benefits) went up, leaving even less money for re-investment and job creation.

Plus, more Californians are retiring than ever before. All those post-war baby-boomers are hitting retirement age right now, and a lot of them receive state retirement benefits. Coincidentally, our retirement system investment portfolio got taken to the wood-shed just like everyone else. (See financial market collapse, above.) As a result of both factors, state contributions to pension and retiree health programs have had to be increased substantially.  Call me a socialist, but I don't think we should stop paying retirement benefits to long-serving state employees just because Wall Street masturbated itself into collapse a few years ago.

State contributions to pension and retiree health programs for state employees, as well as contributions
to the teachers’ pension program, have increased substantially in recent years. [Src: CA LAO]

But who is the biggest culprit of all? I hate to be the one to say it, but... It's you.

Beginning with 1978's landmark Proposition 13, California voters have passed several major ballot initiatives that restrict the state's ability to collect revenues from taxes. Our state has caught the anti-taxation fever, while maintaining a crazy-high standard of living. As a state, we are spending money we don't have.

And THAT is why California is broke. I think. (Maybe not. Ask an economist.)

Look... California is an immensely large and populous state, with the nation's second highest unemployment rate. (Congratulations, Nevada.) We have an immense, beautiful and fragile coastline. We have nuclear reactors, oil fields, particle accelerators, weapons laboratories and more colleges and universities than any other state in the union. We have the nation's biggest and most complex highway system, and three of its busiest sea ports. And I'm pretty sure we have  the most toilets in America.

My point is... there's a lot of shit to manage.

We need a variety of effective government agencies to monitor, regulate, patrol, educate, facilitate, protect and improve our state's population, infrastructure and natural resources. We also need to reduce spending, state-wide. But it's complicated. Slashing and burning a long list of state agencies just because you don't personally think you need them, or don't even know what they do... That is not the solution.

The problem, frankly, is much bigger than that.

Wednesday, March 7, 2012

Equipment failure = customer service success

I love snowboarding. It's fun and pretty easy. I hate it when it doesn't snow (like this whole season), or when I can't go up to Tahoe, or when my equipment breaks.



This past weekend, I was up in Bear Valley, having a good day, when a thumb screw popped off one of my bindings, rendering me kind of ... screwed (no pun intended) at the top of the mountain. I made my way down very slowly, all heel-side (sooo boring), and went to the shop at the bottom of the hill.

Yes, it's a bummer when stuff breaks, but it's also cool when people step up and demonstrate great customer service. The loss of one little thumb screw led to two great little experiences:

#1: The repair shop at Bear Valley Mountain Resort: 
The guys were super-friendly and really helpful. They did not have the part I lost, of course, but they were full of great ideas to jerry-rig a solution to get me back out onto the mountain. They gave me a couple of zip-ties that worked great. No charge. You guys rock.

#2: C3/Union Binding Company: 
I went to Union's web site late on Sunday, but couldn't find what I was looking for. (Hint to C3: Make your parts store easier to find from your brand web sites.)

So I tried the LivePerson chat (without really expecting success at 10pm on a Sunday). I asked my question and was not surprised to find that their CSRs were not currently on-line.

Totally reasonable: This is not the NOC for some server farm; it's an outdoor products company. I don't expect 24/7 live customer service. I figured I'd just come back the next day and try again.

But C3 (parent company to Union) beat me to it! They had logged my late-night chat request, and I woke up to an email from Paydn, Rider Services rep at C3 Worldwide, with the answer to my question, and a link to the exact parts page I needed. (I probably should send Paydn a beer, but he might be under-age, and I don't want to contribute to the delinquency of a minor.)

Kudos, guys!

Friday, January 13, 2012

Tru-ly gross


A a web products guy, I'm totally fascinated by the whole "daily deals" industry: Groupon, LivingSocial, PopSugar and the like. (See my earlier post on the subject.) Sadly, I think it will all inevitably implode. But at least it ought to be an interesting ride down.

I've talked to a lot of merchants and vendors who have tried these services, and most of the time, they have ended up regretting it. This is a marketing expense; the merchants lose money on the daily-deal customer. If the customer doesn't come back, then it's a failure. That seems too often to be the case.

Why?

Often, it's the type of customer these deal sites attract. These folks (and I admit to having been one of them, from time to time) are only there to take advantage of the discount, with no intention of becoming a "regular" customer. Some people take this to truly immoral extremes (by buying multiple discounts under aliases, for example), without ever trying to appreciate what the merchant has to offer.

And then, all too often, it's the merchants themselves who fail to capitalize on the moment. The whole point, from the merchant's perspective, is to get more people through the door. Once we're there, the battle's half won. Now all you have to do is make a good impression, and maybe you'll convert us into repeat customers. That's what's supposed to happen, anyway.

Well, here's the story of one place - Tru Spa in San Francisco - that failed.

I bought a LivingSocial voucher for a massage. (What? I work at a computer. I get a stiff neck.) I made my appointment and showed up on time. Here, in order, are the things that just sucked about the whole experience, and why I will never, ever go back:

#1. The exterior: I know this isn't really their fault, but is there an uglier building in SF?

#2. The interior: Straight up WHORE HOUSE vibe. Gah.

#3. Men's waiting room: Tiny and cramped. A platter of truly scary dried cheeses, table grapes and a few crackers and brownies, which had obviously been sitting out  for hours. Double gah. There was a tin bucket holding a few bottles of Anchor Steam beer. Thanks! Unfortunately, the bottles were floating around in luke-warm water, which had no doubt been ice at one time. No thanks!

As complement to the overwhelming despair of the waiting room, there was a wall-mounted TV which happened to be showing the most depressing shit-hits-fan section of the movie Good Fellas (the part where Henry Hill is getting arrested and his wife is running around flushing bags of coke down the toilet and stuffing a handgun into her panties). What the eff?

#4. The massage itself: Competent but not great; inoffensive but forgettable.The massage therapist seemed to be hustling through the whole routine, moving just a bit too fast. That seems counter to the whole point, if you ask me.

#5. The checkout process: This is where they really dropped the ball. There was a mandatory tip of $26 applied to my bill. This was not optional; it is "policy" (although not stated on the Living Social voucher) to apply a 20% gratuity to all Living Social customers. I understand required gratuity at restaurants for tables of 6 or more. But for a massage? That's just bullshit.

In summation, no go back.

Tuesday, August 9, 2011

Let the guy enjoy himself!

Last Friday, we went to a special screening of Back to the Future movie at the Paramount, which is this incredibly beautiful, huge art-deco theater in downtown Oakland. The place was packed, the
crowd was WAY into it, and the movie was much better that I remembered. We had a great time.

On the way out, we happened to be walking up the crowded center aisle next to this VERY energetic, maybe 20 year old Down Syndrome dude. He was very cool. He had a full beard. And he was going ape-shit with delight over the movie. He just started repeating lines from the movie to anyone and everyone, and talking about how much AWESOME it was. So I high-fived him and said, "yeah, wasn't it awesome?" and he just kept going on and on, talking about how great the producer and director was, and how it was just the best movie EVER! My kids and my wife all high-fived him too.

Sad thing was... A big, older man (probably his dad) was holding his hand, and not at all sharing in this guy's incredibly infectious enthusiasm. Instead he was pretty much pulling him toward the exit, as if he couldn't wait to get out of there. I wanted to grab him by the collar and slap him and yell, "JUST LET HIM ENJOY THIS MOMENT, GOD DAMN YOU!!!"

Anyway, the young guy didn't seem to notice or care that Dad wasn't into it. Just kept going on and on. It was awesome. I love happy people.

Wednesday, June 29, 2011

Groupon leaves me swinging in the breeze

What happens when you buy a discount offer, only to have the retailer invent new, more restrictive Terms of Use that make it more difficult to redeem? (Spoiler alert: The retailer WINS and you LOSE!)

Last year, I bought a LivingSocial deal for Nihon Whiskey Lounge, but when I tried to use it, the waitress told me that they don't accept LivingSocial vouchers during Happy Hour. This was not stipulated in terms of the offer, but I didn't complain to LivingSocial because I figured I'd be back another time anyway. Long story short, I never did make it back, and I ended up eating the cost of the voucher.

UPDATE: Groupon saves the day with excellent customer service. Read all the way to the end...

Now, I find myself dealing with a similar situation, this time with a Groupon deal for a round of golf at Metropolitan in Oakland. I tried to use the voucher for a round on either Saturday or Sunday of the upcoming 4th of July weekend. (The holiday is actually Monday). But the reservation agent said that Metropolitan won't accept Groupons during holiday weekends. I responded that the Groupon offer doesn't say anything about holiday weekends. She assured me I was wrong (even though I wasn't). - see for yourself.), and refused to make the reservation.

See if YOU can spot the "no holiday weekends" restriction!

I contacted support@groupon.com and explained the situation. They responded within half an hour (impressive!) and said that they would "be happy to reach out to our merchant manager on your behalf to resolve this issue." Sounds great!

Time passes... Available tee times evaporate like morning dew on a hot fairway...

Two days later, after no further word from Groupon, I follow up with support@ and get a super-helpful response:
Hi Jim, 
I just got an email a couple hours ago from our rep saying that he was working on getting in touch with the business. If there's anything I can do to help in the meantime, please let me know! 
Regards,
support@groupon.com
This is one great big FAIL for Groupon. If a retailer invents Terms of Use that do NOT appear on the agreement, they should get spanked hard and fast by Groupon (or LivingSocial, or whatever). My sense is, they don't.

After all, if I never use the purchased deal, Groupon WINS BIG. Not only do they keep the revenue share that came from my purchase, they also get to go to other retailers with alluring statistics about some percentage of customers who don't even redeem their purchased deals! It's like free money!
Just one of the many ways that Daily Deals are not always the good deals they seem to be. :-/

Footnote: 

Turns out, you're not completely screwed when that voucher expires. From Groupon's blog:
"When a Groupon expires, customers can still redeem for the price they paid for the period of time defined by state law (5 years in Illinois). This is not new; it’s been in our terms of service and in every merchant contract since May of 2009 – when we were six months old and launched in two cities."
Check out the very last paragraph in Groupon's Terms of Service. And the same thing is true for vouchers from other providers like LivingSocial, Blissmo, Bloomspot, PopSugar, Active.com Schwaggle, etc.

Simply stated, once your voucher/coupon expires, you can still redeem the voucher for its purchase price. If the merchant refuses to do so, the service that sold you the voucher must refund your purchase price. See the links to Terms of Service at bottom for proof of this policy.

Follow-Up:

I received another email from Groupon Support on July 1:
I'm very sorry about our (lack of) resolution time. I completely agree that we were not able to come through for you, and you have every right to be disappointed in us.

I of course would be more than happy to issue a refund to you for this Groupon if you are uninterested in redeeming it in the future. I can issue the refund to your Groupon account or the credit card you used for purchase.

For the trouble, I have placed $15 credit in your account to use toward Groupon purchases.

The credit is available in your account immediately and does not expire...

Please let me know how you would like to proceed and if there's anything more that I can do to help.

Regards,
support@groupon.com
I would give pretty high marks to Groupon Support. They've been responsive, and have admitted when their response was inadequate. I think this whole experience just reveals some inherent weakness in the Groupon model, both for retailers and customers. (I don't know what to say about the $15 credit. Not enough money to make up for the lost opportunity, really. Just... odd.)

Related: Terms of Service