Ivar’s Customer Service
In all the world, the restaurant I love above all others is Ivar’s, and the good news for me is that Ivar’s has branches all over Seattle. They have big, full service restaurants, they have counters in the food courts in all the malls, they have branches all over the city, sort of like fast-food Ivar’s, and then they have a couple branches by the ferry-boat lines, so people taking the ferries to the islands can just grab some fish and chips to go. Or clam chowder. Yummm.
You all think I come to Seattle and just sit back and eat bonbons, but you are SO wrong. I do all my medical check ups, and get new glasses, and try to take care of all kinds of business. So I am waiting for my glasses to be ready in one hour, and I go to the nearby food court where I know there is an Ivar’s. I was having blood tests this morning, so I have fasted since midnight the night before and I am HUNGRY.
When I get to the Ivar’s, I order the Salmon Ceasar, which the big sign says is $8.69.
“Is that the lunch special Salmon Ceasar?” the counter guy asks.
I am desperately looking for a sign and I don’t see one, so I say “yes.”
The price is WAYYYYY less than a dinner Salmon Ceasar, and the salmon is almost the same size, just a little less lettuce, or so it looks to me.
How often to restaurants ask you if you would like LESS instead of more? Often, when we order, the server asks “is that all?” and my usual answer is “isn’t that enough?” Like we are not supposed to be in the restaurant unless we are going to order more?
When my lunch comes, there is also a form – you will see it below. It is a very brave form – I always admire restaurants that genuinely ask for feedback.
(At one restaurant in Kuwait, I wrote I would never be back because they didn’t have the kind of pizza I like, and AdventureMan said “the home office will never see that one!” because he believes that the bad ones are probably tossed away.)
I’m only sharing this with you because I really love Ivar’s food, and I really love their approach to the customer.
Phones, Computers and Blackberries
You can hear his loud voice all through the lounge.
“You have my blackberry!” he says when someone answers the phone. “I left it in the restaurant. How can I get it back?” (pause) “I’m in the lounge.”
Within minutes, two security men are in the lounge, checking his ID and handing over his blackberry.
“We had a difficult time trying to find you, sir,” says the polite, but firm, security guy, in a loud, carrying voice. “Let me make a suggestion that will make your life easier if you ever lose it again. In your contacts, put YOUR name first. You can put two spaces before your last name, and then your last name will be at the head of the list. That is the smartest way to make sure people can return your lost electronics.”
I look around. Half the people in the lounge are quickly inputting their names, with two spaces, into their phones, computers and personal data devices.
Mary Nell’s Secret
“I’m coming in tonight,” says AdventureMan, “but not on my original flight. My flight from Denver to Chicago was cancelled, so I missed that flight. I’ll be on the flight coming in at around 10.”
“Oh, I’m so glad you called; I would have been waiting at the airport!” I replied.
“There’s an e-mail waiting for you – I had (our son) send you an e-mail to let you know,” AdventureMan continues, “I was lucky to get a flight at all – they had re-booked me for tomorrow night! I used Mary Nell’s technique, and they found me a seat on another flight.”
I laughed in delight.
If we are very very lucky, we learn from our friends. I have several friends who are flowers of the South, but Mary Nell takes the crown as the Queen of the South. Mary Nell and I would be on the road to France in a heartbeat, any excuse would do. We had our favorite stores, we introduced one another to new favorites, new villages, new restaurants. Even better, our husbands liked each other, too, so now and then we would hit a very lovely restaurant, the four of us.
Mary Nell is polite and well-mannered. Always. Polite and well-mannered, and she always gets her way. When someone gives her information she doesn’t like, she pauses, gathers her forces, looks them directly in the eye and says the magic words: “That won’t do.” She shakes her head sadly as she delivers the words.
She follows up firmly, “No, that won’t do at all. We have a problem here. (Names what she wants, like the shoes she likes in a color not available in that shop) What are we going to do?” and she looks deeply into the other person’s eyes.
She uses the same techniques on the bullies she counsels in the guidance office, the out-of-control parents, the crazy teacher. They all back down in the face of Mary Nell’s relentlessly polite confrontation.
AdventureMan and I could only watch in absolute astonishment as Mary Nell worked her magic. After a while, we tried it, too. It took a few tries, but – it really does work!
Again, at the airport, as the ticketing guy explains that with the downsized plane, they have had to put my husband on a later flight. “No! That won’t do!” says Adventure Man. “People are counting on me! We have to fix this problem!”
The ticketing guy thought he had it fixed, but this technique forces him to search out new possibilities. Once again, Mary Nell’s technique prevails.
She never gets aggressive. She never raises her voice. And whoever is working with her knows, with utter conviction, that she is not going to go away until this problem is solved to her satisfaction. Woooo Hoooooo, Mary Nell.
New Improved Image Uploader at WordPress
New today from WordPress:
The Image Uploader — Now With Captions
WordPress bloggers love to share their photos and images with each other, so perhaps it shouldn’t have come as a surprise that when we removed the boring, old image icon that you wrote to us lamenting its disappearance.
But if you haven’t noticed already, there’s nothing to fear, for in its place is the Add an Image button in the Media Toolbar, which has been around for a bit but is now more robust than ever — making it the only thing you’ll need to add and organize photos.
Among its newest features is an easy-to-add caption tool. Just write your caption in the caption field before inserting an image and, voila, the caption displays below the photo inside a tasteful frame.
What I like best is the ability to resize and work with the photo right in the upload process, instead of having the photo WP ready to start with.
You can read the entire article here, in the WordPress News.
Al Shamal Travel
AdventureMan called his contact at Al Shamal Travel about an upcoming trip:
“Mr. Flan, I have our itinerary, is everything still on schedule?”
“Yes, Mr. AdventureMan, I just checked on it this morning. You are booked all the way through, all the flights are exactly as shown on your schedule. I booked your seats on all the legs and I think you will be very happy. Just show them your itinerary; the reservation number is on it.”
(Sigh of pure pleasure)
Real service, CUSTOMER service. So rare that when it happens, we notice it.
Things We Love About Robin’s House
We had reservationsin Nkwali, the jumping off place for most of the Robin Pope Safaris, but we had to change the reservations by a couple weeks, and that meant a total reversal of the reservation. We started off in Tena Tena, then we went to Nsefu, then we ended up in Nkwali. We have always loved Nkwali, loved the cabins there, but this time we were happier than happy – they put us in Robin’s House.
Robin’s House is where Robin and Jo Pope lived before they built a gorgeous house on the other side of the camp.
It is perfect for two couples, or two couples and children. It is perfect in so many ways that I had to make a list of all the things I loved about being there.
* Space – spacious bedrooms, spacious, private bathrooms on each side of the house with a spacious common living/sitting/dining room in the center.
* Indoor/ outdoor living – the windows have screens on them to keep out critters, but indoors or outdoors, it all feels a part of a whole.
* Wrap around windows – a view anywhere you look
* Huge walk in shower, with animal prints molded into the painted cement floor. Love the whimsy.
* High, airy ceilings, with ceiling fans
* natural materials, canvas colored curtains, a neutral palette with beam accents
* great big soft fluffy bath towels
* all our favorite drinks stocked in the refrigerator, and a liquor bar, which we barely touched, that had Amarula, which I love.
* electricity! We could recharge our own camera batteries without going to the camp itself
* being taken care of by a hostess, a cook, a dedicated guide and Thomas and Amos, who took care of us without over-taking-care of us – they gave us plenty of privacy when we needed it, and were there when we needed them.
* variety of seating for people of different heights
* Tribal Textiles accents – pillows, covers, etc – in rooms
* a book case! With books! and games!
* multiple views of hippos, and hippo sounds at night
* grand, comfy beds with good sheets, good pillows and good mattresses
* kikoys provided for our use
* shaded porch with a variety of seating options
* a hammock with a view
* insect repellant – with a good smell and nice texture, and it really seemed to work
* ditto shower gel and shampoo and conditioner provided
* a drying rack for swimming towels, washed clothes, etc.
Our last day there, LawAndOrder Man and EnviroGirl had to leave for their 32 hour return to the USA, flying Mfuwe – Lusaka – Johannisburg – Dakar – Atlanta – Pensacola – imagine. And they had to work the next day. It was such a sad parting, and we were all glad to have had the last days together in this beautiful, very private location.
Photos:
This is the wing of the house where AdventureMan and I stayed
This was our room (sigh!)
And this is the shower we loved
This was the living room/sitting room where we would gather
This was the second bedroom – there were additional beds for kids
This is the pool. Other guests from the camp could use it, but no one did while we were there. It was separate from the house but very close.
These spaces for outdoor sitting were outside the other wing, where our son and his bride slept
They served our meals privately, too. What wonderful luxury privacy is
You know, the little Alaska girl is still alive and well inside me, and I am always fascinated with fishing techniques. This was right across the river from Robin’s House, and they caught quite a few fish.
Robin and Jo Pope have expertise, and also VISION. Problems, to them, are opportunities. Need to get tourists to the camps? Invest in an airline. Need to get them to the national park across a river? Build your own pontoon bridge – it gives Zambia additional park revenue, provides additional employment, and gives tourists a thrilling experience. When they solve a problem, everyone wins.
We crossed several times on this boat, and once, in pitch dark, got caught on a tree snagging us from under the water. It took about 15 minutes to maneuver us off, and to get across, but it is not like this ferry is on a schedule. It goes back and forth when vehicles are going into or coming out of the park.
How the boat is pulled across the river
We had some fabulous game drives; I will only bore you with this one. The hippo ponds are covered with nile cabbage, and I just loved this hippo with his nile cabbage blanket
Tena Tena, RPS, Zambia 2008
We travel to Africa almost every year, but the Robin Pope Safari camps are the only ones we have ever visited more than once. After our first visit, I think in 2003, we went back for a Hiking with Robin Pope safari in 2005 and enjoyed every minute of it. When we first dreamed of taking our son and his wife to Africa with us, we thought we would do the Hemingway Safari with CCAfrica (it’s twelve parts but this link takes you to the first entry) but that takes 14 days, and LawAndOrder Man doesn’t get that much time off.
No problem, we know that the Robin Pope Safari Camps do it right. We know they will be totally WOWED. We set up some dates, and then when the Cupertino wedding comes up, we revise the dates, which means that we do the same trip we did the other two times, only backwards. This is fun! When you are booking a Robin Pope Safari, you need to book early, they fill up fast.
We love Tena Tena, the first camp we stayed at. Each couple has a very large tent, with furniture and books and oriental carpets. The bedcovers are kilim, the whole flavor is very fusion, like Zanzibar – African, Indian and Middle Eastern. There are only five tents, maximum of ten guests. We feel so at home.
During the day, each tent is totally open in the front to a large patio from which you can watch passing game. Our very first day in Tena Tena, just after lunch the elephants came through, and we watched, enchanted, from the porch. First AdventureMan went to our son’s tent to watch as they passed, and then all three came to our tent. My heart was so full of joy that I didn’t know whether to watch the elephants or to thank God for the sheer happiness I felt, all of us together and the miracle of elephants walking right past our door as we watched in wonder. I found a way to do both.
So here are some more photos of our time at Tena Tena:
The airplane we flew in on, and Mfuwe International Airport. Once a week or so, a flight comes in from Malawi, and so it is genuinely an International airport:
The South Luangua needs these small planes to get the visitors to their camps, so Robin and Jo Pope invested in their own airline, ProFlight.
The guides at the Robin Pope Camps are so patient. I am absolutely ga-ga about the sky, seeing blue sky and clouds and a sunset. I get gorgeous sunrises in Kuwait, but I never see the sun set. The guide is patient when I ask him to stop to take a photo. While we are stopped – a hyena comes slinking along, totally ignoring us, crossing behind our vehicle.
The next morning, it is up at 0530, out of the camp by six (not a vacation for people who want to sleep in!) LawAndOrder Man and EnviroGirl have been awake since three a.m. – jet lagging – and are bright and shiny!
As we are watching the baboons wake up and take care of daily business, we see the most amazing fight – a set of four birds fighting over a tree top territory. One hops up on his partner’s back to scold and intimidate the other two into leaving:
Back in Tena Tena, a delicious lunch – every meal is delicious – and just as we are finishing, there are elephants crossing the river to our side. What is cuter than a baby elephant?
The elephants crossed the river, then came foraging down past our tents:
I know you are all dying to see LawAndOrder Man and Enviro Girl – that’s them, watching the elephants on our tent front porch.
Our guide, Bertram, was amazing. He would ask us “what do you want to see?” and we would tell him, and he knew just where to find them. The first night drive, I said “We love seeing everything, but it would be a real thrill to see a leopard.”
We drove around, looking at all kinds of things, and then he said “over on your left is a hammerkopf – and a leopard.” And there she was, relaxed, soaking up a little sun before she hunted up something for the night’s dinner. She posed, she stretched, she changed positions and gave us plenty of time before she sauntered off. Wooo HOOOOOO! We had been to Africa three times before we ever saw a leopard, and here was one on their very first night of their very first safari. God is Good!
One of the best parts about Tena Tena is hearing hippos. There are hippos everywhere:
Thank you for being so patient with all my vacation stories and photos. I know, I know, I am turning into that boring old aunt who always shows up with photos! 😉
Crown Relocation Marketing
I found this on my doorstep, as a neighbor is moving out:
And this is on the flip side:
I totally love it. Brilliant marketing.
First, it purports to be an apology for any inconvenience. How thoughtful, right? What great customer service, innoculating against negative perceptions by apologizing humbly in advance.
And, what a brilliant way to get attention and drum up customers. Wouldn’t you want a company who is so polite? So caring? After all, they start by apologizing for any inconvenience, before you turn the page over to read about the services they offer.
Last – no misspellings, uses good English, uses economical language and lots of white space. Well done, no annoyances, and leaves a positive impression.
I love it. Well done, Crown Relocation Services.
Nuts vs Seeds
AdventureMan and I got into a discussion the other day of “what is a nut, what is a seed, what makes a peanut a legume?” We could guess, but we didn’t have any hard evidence.
God bless Google, and God bless my friend Coeurcountry, who told me about Dogpile, too, because this morning we looked up Nuts vs seeds, and got this comprehensive answer from Newton: Ask a Scientist at the US Department of Energy web page:
Question – What is the difference between a nut and a seed. How can
you define the difference. Some say that a nut has a hard shell, and a
seed can produce a plant. But many nuts like hazel nuts, and walnuts
produce new plants, such as trees. What is the difference????
—————————————
A nut is a type of fruit. So then what is a fruit?
A fruit is a mature ovary from a flower. Every fruit contains one or more
seeds.
And what is a seed?
A seed is an embryonic plant encased in a covering, called the seed coat or
integument. Every seed has the potential to germinate and grow into a mature
adult plant.
After a flower is pollinated, sperm are delivered to the eggs, deep down in
the part of the flower called the ovary. After the eggs are fertilized, each
one can develop into an embryo enclosed by an integument. That is a seed. As
seeds mature, the surrounding ovary tissue develops into a fruit. This fruit
can take many forms; some plants make berries (like blueberries or
tomatoes), some make legumes (like peas and beans), some make dry capsules
(like poppies).
Other plants make pretty bizarre fruits; grasses make a
fruit called a caryopsis (like a grain of wheat or a corn kernel) and
members of the daisy family make a fruit called a cypsela (the little
parachute things that we like to blow off the tops of dandelions).
To answer the question: many plants make a fruit called a nut. Technically,
a nut is a single-seeded fruit with a hard, dry outer wall that doesn’t
crack open at maturity. An acorn (the fruit of an oak tree) is a perfect
example of a nut. By the way, some things we usually call “nuts” are not,
botanically speaking nuts. A peanut (when still in its shell) is a legume.
An almond is a type of fruit called a drupe. A coconut is also a drupe.
Here is a good resource that explains, in very simple terms, how botanists
think about fruits:
http://koning.ecsu.ctstateu.edu/Plants_Human/fruittype.html
C. Perkins
====================================================================
Nuts ARE seeds. A fruit is the part of a plant that contains the seeds. So
the nutshell is the fruit, and the nut is the seed.
vanhoeck
====================================================================
A nut is a hard-shelled dry fruit or seed that you can sperate the rind or
shell and interior kernel.
A seed if the fertilized inside part of a flowering plant and that germinate
and form a new plant.
So, the seed might only have one covering, like a sunflower seed, or none at
all, like a dandelion seed. A nut would have a thick, seperate covering like
a walnut seed.
Grace Field
====================================================================
Dear Susan,
I went right to the source on this one; Webster’s dictionary. A nut is “the
dry, one-seeded fruit of any of various trees or bushes, consisting of a
kernel, often edible, in a hard and woody or tough and leathery shell more
or less separable from the seed itself: walnuts, pecans, chestnuts, acorns,
etc. are all nuts. 2. the kernel or meat of such a fruit. 3. loosely, any
hard-shelled fruit that will keep more or less indefinitely; peanuts,
almonds, and cashews are also called nuts.”
A seed is defined as “the part of a flowering plant that contains the
embryo and will develop into a new plant if sown; a fertilized and mature
ovule.”
It seems a nut is really a fruit which technically means it contains the
seeds of the plant that produces it. Perhaps we can say all nuts are seeds
but not all seeds are nuts.
Maybe there’s a botanist out there who could be a little more specific for
you. I hope this helps a little anyway.
Martha Croll
Customer Service, Travel and Travelocity
Recently, to my great surprise, over a year later, I received an apology and some customer appreciation miles because I wouldn’t stop complaining over what I thought was gross lack of customer service on the part of an airline. It made me so mad that nobody would answer my complaints that I just kept complaining. Finally, someone listened. That was all I really wanted, for someone to say “we screwed up and we’re sorry.”
Travelocity did a recent survey of travel satisfaction and is working on new ways to guarantee you don’t show up at the airport for a flight that has been delayed or cancelled, that your hotel room or rental car really IS waiting for you when you show up, etc.
From The New York Times: you can read the entire article by clicking here.
By MICHELLE HIGGINS
Published: June 1, 2008
FRUSTRATION with the fluctuation in the cost of airline tickets. Disappointment with airline reward programs. Annoyance with airport security searches and long checkpoint lines. Dropped hotel bookings.
These traveler complaints among others dominated the discussion of a focus group last month at the New York office of Travelocity, the online travel agency. Customers were invited to a bright conference room to vent, gripe and complain. As they spoke, Travelocity’s chief executive, Michelle Peluso, fastidiously took notes, regardless of whether the problem was the fault of the company or simply a consequence of the chaotic state of air travel today.
When an issue arose that the company, which is based in Southlake, Tex., could have mitigated — like the flight departure alert that came early, leading the designer to believe his flight left without him, or the bank manager who booked a room in the adults-only section of his resort only to end up, as he put it, in “the kindergarten area” — Ms. Peluso deftly defused any possible tension with a quick apology, an acknowledgment of the inconvenience caused (“That shouldn’t have happened in the first place”) and a promise to do better.
Partly to garner loyalty with their customers, but also to make sure the struggling airlines don’t drag them down with their mess, various players have been working on ways to pick up the slack in customer service.
The New York meeting, which brought eight of Travelocity’s frequent customers together over wine and cheese, was part of a larger effort by the company to get input from travelers on what the overall industry needs to do to improve the travel experience. Throughout the first week in May, Ms. Peluso and other Travelocity executives also visited call centers to listen in on calls and address customer needs.
When something goes wrong in your travel experiences, write a letter (or an e-mail) and tell them what went wrong and how it should have gone. Expect to be treated with respect. You paid for a service – you should get what you paid for. Be a squeaky wheel.
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