WHAT THE.....?

With security concerns on the rise, here's the latest in keeping that cash well hidden...

(Thanks to Gizmodo for the link...)

TOP TEN THINGS THEY NEVER TAUGHT ME IN DESIGN SCHOOL

Michael McDonough, a New York based architect, wrote an excellent article in The Architect's Newspaper last month.

You can read the article here.



(Thanks Jordon Cooper for the link.)

COURTHOUSE FRUSTRATIONS

Earlier in the week I went to court with a friend of mine. It was raining cats and dogs outside when I arrived, so I was happy when I pulled my backseat down and saw an umbrella in the trunk. I quickly jumped out of the car, opened up the trunk and got my umbrella out. As I slammed the trunk closed, I noticed a woman a few cars over getting out of her car with a paper bag over her head, so I ran over to her and invited her to walk with me to the entrance of the courthouse.

It was windy. Before we even approached the door, the wind blew my umbrella inside out and it broke. Angry at either the wind or the poor construction of my umbrella (I'm not sure which), I jammed it into the garbage can outside of the courthouse.

As I entered the courthouse, I was amazed and bothered by one thing in particular – the way people were dressed!

Sweat pants, pajama bottoms, “Phat Farm” pants hanging down to their crotch (sir, you know who you are...), ripped jeans with BIG holes in them. In fact, my friend even saw a guy walking down the hall with NO shirt on! What the heck?

Don’t get me wrong, in no way do I suggest that everyone wear a suit and tie to court (although, I was wearing one so that I could represent my friend well - plus, it made me feel sort of like an attorney…), but give me a freakin’ break – this was over the line.

I never thought I would say this and yes, it proves that I’m getting “old” – but here I go anyway: What are people thinking? They might as well walk up to the judge and belch in their face or flick them off (or “flip” if you’re not from Chicago…) and tell them to screw off.

May I suggest something to fellow court-goers?

At least pretend to care. It (may) help you.

Or not.

Ok, enough said.

p.s. I don't have anything against "Phat Farm" clothing. Seriously. I browsed their website and they have some cool jeans & t-shirts. Just please wear a belt.

SOFAKE.COM

This is a way cool website. Click on the little white boxes at the bottom of the home page.

(Thanks TallSkinnyKiwi for the link...)

BLOOD ORANGE SORBET



I'm enjoying a late night snack of Ciao Bella Blood Orange sorbet. Found it @ Whole Foods a few months ago and have become a fan. They have some great flavors: Coconut, Ginger, Lemon Curd, Strawberry, Caramel, Lychee, Triple Espresso, Zabaione (whatever that is...) and a bunch more.

This is probably one of the best sorbets I've tasted. After browsing around on their website, I found out that they have an actual store in Chicago (1133 W. Fulton Street, 312-455-0032). I'm so there...

P.S. I found out what Zabaione is: zabaione, zabaglione [dzabajone, dzabaone] (n) (m) zabaglione dessert made of egg yolks, sugar and marsala.

TIMES SQUARE

Jake Dobkin has some killer photos of Times Square.

Since we're showing off pics from Times Square, here's one I took a few months ago while visiting NYC...



Man, do I miss that city...!

WISDOM FROM GHANDI?

Interesting quote from Ghandi:

“I do not believe in telling people of one's faith, especially with a view to conversion. Faith must be lived, and when it is, it becomes self-propagating.”

Mohandas K. Gandhi

Think about that for a minute...


(Thanks Jeremy Olson)

VELVET LOUNGE CHICAGO



I want to check this place out real bad. Sunday nights are supposed to be some of the best live jazz around.

HOW DO YOU TEACH INSTINCT?

My earlier post today regarding Verizon Wireless, prompted a question by Matt that I think deserves a 1/2 way thought out answer. His question was this:

"How can you effectively train someone to know when to bend the rules established by the system?

Maybe better asked, how do you teach instinct?"

Here's my initial response - comment your thoughts!

This is a good question. I honestly think it has to do with a couple of things - starting with the overall "culture" of the company. And I'm not sure you can just "teach" culture. It is more than that. It has to do with the lived out philosophy and values of the company itself (leaders, managers, etc...).

For example, a question that deserves to be asked is, "Does the company truly value customer satisfaction?" Their "mission" statement or "values" may state that they do, but are they truly creating an environment where they are constantly making sure that their customers are satisfied? (...and please understand that I'm not talking about the type of customers who think they "deserve" special treatments or think that they are the "you-know-what.")

If the company truly values quality customer service, then I think that a few things will happen. For one, the company will empower their employees to make decisions based on what is best for both the company and the customer. The employee will then feel more "freedom" to make independent decisions based on their own, personal judgements. This is in contrast to the "stick by the books (rules) no matter what" mindset.

But, in order to have this type of environment and people who don't take advantage of this "freedom", you have to have the right people (as Jim Collins so eloquently puts it) "on the bus". IF the right people are on the bus (and I repeat IF), then they can be trusted, believed in and the last thing that will be a concern is that the employee, manager or whoever will take advantage of the company.

It can't be easy to transform the culture of a large organization like Verizon, but Lou Gerstner sure did a great job at IBM and showed the world that it CAN be done.

What do you think?

THE DIFFERENCE BETWEEN TWO PEOPLE

For the 4th time, my antenna broke off of my Motorola V60 phone. Without an antenna, it doesn't work AT ALL so I made a trip to Verizon Wireless this afternoon, walked in and was greeted by Rico, one of Verizon's "Customer Service" representatives. With a smile on my face, I told Rico that my antenna had broke off AGAIN for the 4th time and that I realized that it was not Verizon's fault, but would like to have it fixed.

After looking over the phone, Rico asked, "Do you put it in your pocket?" I said, "No".

He said, "Well, if you put them in your pocket the antenna will break off."

I replied, "Well then it's a good thing I don't put it in my pocket."

Rico sighed and said, "Yeah, I guess so."

He explained to me that it would cost $12 to fix it.

I kindly asked him if it would be possible to "give me a break" since I've been in several other times to get the same thing fixed and he quickly told me that there was "no way" he could do that.

I explained to him that I pay the monthly "insurance" fee and asked him if that makes a difference. He explained that if I chose to use the "insurance" plan that it would cost me a $35 deductable and they would have to send the phone off. So I told him to forget it and to go ahead and fix it.

About 5 minutes later, a different guy walked out and handed me the phone and said, "Here's your phone. Did they say if there would be a charge?"

I said, "Yes, but I..." and he quickly interrupted me and asked, "Do you have the insurance plan?"

I said, "Yes." and he said, "Well, you deserve a free antenna, especially since you pay that fee every month. Have a nice day."

I pointed to him and said, "YOU DA MAN!"

This is a guy who understands how to satisfy a customer. He took into account that I pay a few dollars per month to be covered by Verizon's insurance and decided to be cool about it and not charge me. On the other hand, "Rico" took no time to ask questions or be helpful. He was more interested in following his "script" than going "above and beyond" the call of duty to make sure that I was satisfied.

What's the difference in the two mindsets? To Rico, this is a job. He probably doesn't like his job much, but has to make a "buck". He needs to remember the ever important word in his title "SERVice" representative - "serve".

To the second guy, this might be a "job", but he must think that it's important, on occassion at least, to understand his customers and if necessary "break the rules" to win them over. And he did.

Thanks Mr. #2 Verizon Rep.

Thank you Rico for nothing.