“Lies, Damn Lies and Statistics”
This week I got a survey from our real estate management firm, asking us how they are doing. As I filled it out, I had to smile. I have structured several surveys myself through the years. It is an art.
The first thing you need to know when you are putting a survey together is what you want the survey results to say. I’m a cynic. You can get a survey to show pretty much what you want it to show by choosing your questions carefully, limiting the ways a survey-taker can respond . . .thus the title. If you have an agenda, you can get the results you want.
Here is what our survey did not ask:
Do we communicate with you regularly and accurately? (Sometimes)
Do you understand what we are trying to communicate? (Sometimes we are laughing too hard to get it the first time)
Could our surveys use some work on grammar and spelling? (Oh YES)
When you submit a work request, do we respond and solve the problem in a timely manner? (Absolutely)
Given that the management, guards and maintenance team are all really nice people, are there ways in which we could improve our performance? (Yep)
If we could improve our performance in ONE way, what would you suggest? (Train the maintenance people well, supervise them closely, use checklists, and hold yourselves accountable for shortcomings.)
Hint: If you really want to structure an honest survey, have opened ended questions.
Before you ever take a survey, look through it and ask yourself “what end are they trying to achieve with this survey?” Many times, it is not the survey that matters at all (like online surveys) but getting your address and/or phone number so they can sell you something.
So I wanted to make sure I used the opening quote accurately, and Googled “damn lies and statistics.” Great results. Got the quote accurately, and got a fascinating article from BBC called How To Understand Statistics. Here is how the article opens:
The world is littered with statistics, and the average person is bombarded with five statistics a day.
1. Statistics can be misleading and sometimes deliberately distorting. There are three kinds of commonly recognised untruths:
Lies, damn lies and statistics.
– Mark Twain
This quote from Mark Twain is accurate; statistics are often used to lie to the public because most people do not understand how statistics work. The aim of this entry is to acquaint the reader with the basics of statistical analysis and to help them determine when someone is trying to pull a fast one.
Think about how stupid the average person is; now realise half of them are dumber than that.
– George Carlin
There are many books which teach statistics, but they are mostly big and heavy mathematical books, which cost a lot of money, and which may require a degree in the subject to understand anyway. For many years there has been a need for a
-
Statistics for Dummies
book and in fact there is one, written by Deborah Rumsey. On the Internet information on how to understand statistics can be found, but the sites mostly cater for medical students who need to examine experimental drug studies, although a great online starting place is RobertNiles.com, which explains how to examine statistics for errors and how to create your own statistics correctly. . . . .
read more here.
Alhamdallah for the Trip from Hell
Remember what my husband says? A good flight is where the number of landings equals the number of take-offs? Alhamdallah, I am safely arrived back in Kuwait and the safe landings equalled the take-offs.
Having said that, this trip back to Kuwait was not a trip I want to do again any time soon. It’s all small stuff. Small stuff adds up. (Sigh.) It gets old.
There’s a direct flight from Seattle to Amsterdam. Because I booked so late, I couldn’t get on it. I kept trying, KLM kept laughing and saying “it is BOOKED!” I made use of that “weather window” to drive to the airport a little early, hoping a seat might open up, someone might now show up. No such luch. Even as the flight boarded, I asked if there was any possibility of getting on and they just laughed.
No big deal. My flight to Minneapolis was just a little later, and it was uneventful, except for leaving late enough that I had to RUN from one end of the Minneapolis airport to the other to reach the gate for my Amsterdam flight, and it was a long long way! Most people were already on board, but I had an aisle seat and I was just happy to make the flight. This flight, too, was fully booked. I didn’t see a single empty seat.
And that was not good news. I was tired, so quickly fell asleep, only to awake to the sound of a flight attendant using her loud voice to say “Sir! Sir! Can you hear me? Can you hear me? If you can hear me, you need to respond!” and when the man sitting behind me didn’t respond she was about to call for medical assistance. At that moment, he vomited copiously all over himself and all over his seat. Pretty awful, awful for him, awful for everyone sitting around him. Ummm, remember when I told you there were no empty seats?
They did their best to clean things up. Oh well. Safe landing.
Boarded the flight to Kuwait in Amsterdam, uneventful, smooth . . . “hmmmmm, haven’t we been sitting here a while? We were supposed to take off half an hour ago . . .?” The pilot comes on and says the plane has been loaded with contaminated fuel and they are trying to figure out what they are going to do. Three hours after we boarded we are deplaned, given vouchers for dinner and a phone call and 50 Euro coupon toward our next flight. We are told to be back at 9 to reboard.
So I go once again for the upgrade – I really need more space to sleep, and I really need some sleep. I tried to use that fancy-schmancy 50 Euro coupon but the ticketing office said it is only good for booking a totally NEW ticket. Ah well, I paid 100 Euro to upgrade, worth EVERY centime. I was asleep even before the plane taxied down the runway for takeoff. My sweet husband was there to meet me at the ungodly hour we landed in Kuwait. The air was cool and fresh and smelled clean.
OK, OK, nothing major, just a lot of small annoyances. The number of safe landings equalled the number of takeoffs. Alhamdallah.
KLM, Bureaucracy and Customer Service
It is so easy to complain when you live overseas. We complain about Wasta, we complain about corruption – and all it takes is another trip out of Kuwait to see that it exists everywhere. Bureaucracies exist to encourage arbitrary decisions, bribes, and meanness to the customer.
But every now and then, you find a brave soul who stands up for right, who uses policy like a rapier against the lazy, and I met one of those this morning.
I am connecting in Amsterdam, and I have thousands and thousands of miles I never use. Mostly I have been booking flights on a relatively short term basis, and when your family needs you is not the time to be trying to dicker over free tickets, etc. So as I entered the business lounge, I asked the very nice woman behind the desk if an upgrade was possible for the next leg of the trip.
Her fingers flew across the keyboard as she checked this, she double checked that, and then said “you would have to pay 150 Euros to upgrade + 25,000 miles”. Piece of Cake. For a 10 hour flight? 150 Euros! Here’s my money.
No no, I had to go downstairs and pay. And downstairs, it is six, when ticketing is supposed to open, but they are very very busy ignoring the customers. They have coffee to get, greetings to exchange, water to distribute, computers to boot – no, no, ticketing open at 6:00 does NOT mean they are ready to serve the customer at six, only that they are in the general area at around six.
And they were not happy to have a customer. The counter lady gave me the same information as the lady upstairs – 150 Euros + miles, and then she took my ticket to the ticketing lady behind her, who gave it a glance and said no, it was impossible, my card was KLM and the ticket was on a Northwest flight. I said “You are partners! This card is supposed to work on all the partner airlines” and she said “no, the regulations say that your class of ticket cannot be upgraded on Northwest.”
I don’t usually let things get under my skin, but the sheer blatancy of her desire to get rid of me annoyed me. I said that this was not right, and not fair, and she shrugged her shoulders and smiled.
Smiled! Whew! I could almost feel the fire coming out of my ears and eyes!
Back upstairs in the lounge, I checked in with the same lady who had helped me before and told her what the ticketing bureaucrat had said. I was calm, but also very angry. So was she. “That’s just WRONG” she said, and got on the phone. 45 minutes later, she was still at it. She would verify all her information, call ticketing, and the ticketing lady would still say “No!”
Finally, I signed up for a shower, and washed away all the frustration while the dear lady in the business lounge continued to get people involved. By the time I came back out, fresh and sweet and clean, she gleamed in triumph! “You have your ticket!” she said, her voice triumphant!
So downstairs I headed once more to pay. The ticketing lady was totally snippy to me, taking her time, shaking her head in disgust, until I asked her name and wrote it down. Suddenly, she was all sweetness and light, and like magic, my new improved boarding pass appeared.
Al hamd’allah.
But here is what bugs me. I’ve worked many many jobs that required keeping customers happy. I am really good at it. I take pride in it. In the long run, I believe, good will pays the biggest dividends. And when I can make something good happen for someone, it’s like something good happens for me, too . . .
So what possible reason would people in roles where they interface with the public have for being rude? unhelpful? snippy? to take visible joy in saying no?
I can imagine that being an airline counter service agent at this time of the year, with all the delays and confusions, and abuse they have to take could be dis-spiriting. I can sympathize that they have to deal with people who all want special treatment. I’m just another person asking for an upgrade. But at the same time, doesn’t it make them feel worse to be rude and unhelpful?
Do you deal with the public? Are you ever rude? What pushes your buttons, what can make you rude to a customer? And as a customer, how do you handle a rude employee?
Kuwaiti Drugged, Robbed in Thailand
Today in the Kuwait Times:
“Thailand/Kuwait. A Kuwaiti claims he was drugged and robbed at a hotel in Thailand. The 45 year old man stumbled from his room at the Marine Palace Hotel in South Patayya, Thailand yesterday morning, telling the reception staff that two women had stolen 10,000 Baht (around KD 82) in cash, a digital camera and a mobile phone.
The women had earlier entered the hotel, telling reception that they were going to the room occupied by the victim. They allowed the reception staff to take photocopies of their civil ID’s, reported local press yesterday. Arrest warrents for both the women, a 20 year old from Bangkok and a 21 year old from Nhakon Sawan Province were issued.”
Comment: I would love to know the rest of THIS story.
More Chilis!
We just got back from Fehaheel, where we ate at the new Chili’s at the Al Manshar Mall. It’s always a debate – brave the traffic on Gulf Road to the Towers or brave the traffic going south to Fehaheel. Tonight we thought we would take a chance, see if the new Chili’s had opened there. We can always hit Paul’s at Al Kout as a fallback.
It was open! It’s only been open for a week, and they haven’t made any big announcements while they break in the new serving crew. The food was reliably good – we had the bottomless chips and salsa, and my husband had the Bacon Cheeseburger while I had the Chicken Ceasar – good. Quick, well served, and good.
The manager tells us another group of the Chili’s restaurants – Johnny Carino’s, Chili’s and (something else) will also be going into the Kuwait Magic Mall in 2007. Takes a little of the pressure off the Towers Chili’s.
The Rotana Hotel hasn’t opened at the Al Manshar Mall, nor has the Villa Moda, but the parking is already dismal. And the traffic in Fehaheel is nearing the same aggressiveness and gridlock as in Salmiyya. You CAN park across the busy road at Al Kout Mall and brave the crossing to Al Manshar with no cross walks or lights to help you.
WordPress Blockage + Website Unblocked
I’ve been fiddling all morning and I can’t get onto WordPress through Safari. Checking around, I can’t look up any of my favorite WordPress blogs on Safari today – Jewaira, Africa Blog, Sociolingo – nothing happens. All kinds of other things are working, though, including a site that has been blocked for months – Go Fug Yourself.
It’s not what it sounds like. It’s an unfortunate name. It’s a very funny, nasty, mean-spirited blog about fashion mistakes. Did I mention it is very very funny?
I pity anyone who wants to be a celebrity. Imagine having to look perfect 24/7 and occasionally not getting it right. These critics are merciless. Did I mention they are also hysterically funny?
Every month, I write a note to QualityNet saying they’ve made a big mistake blocking this site, that it has NO sexual content, and, in fact, mocks and scorns women who show too much of their “lady parts”. I was shocked today to see it is no longer blocked!
“How Can I NOT Help You?”
Today I was steamed. I don’t get really steamed often, but man, I was red hot steamed. It is my last week here. I have been focused on family business, but now it is time to scurry, to take care of business.
I remembered that the battery on the Apples around the time when I bought my Mac laptop has been recalled, so I went, first thing this morning, to CompUSA nearby. There isn’t a customer in the store. A guy asks if he can help me and I tell him I need to know if my computer should have a new battery. He blah blahs saying I need to contact Apple. He takes me to the customer service guy. He says blah blah I need to contact Apple. He also says there is an Apple tech at the other CompUSA, three miles away.
I know where it is – that’s where I bought it. So I drive the three miles and the Apple tech says blah blah blah you have to contact Apple.
EXPLETIVE DELETED.
I could have contacted Apple from Kuwait! I bought the computer in THAT store, but now it’s all “go away, we can’t help you.” I remember when you bought Apples at Apple stores and they always knew what you were talking about when you walked in and they could fix anything.
Rant. Rant. Rant.
But it’s a good reminder. We always complain about indifferent customer service in Europe and Kuwait. It’s nice to be reminded that we also have great customer indifference here, too. (sarcasm, in case you don’t recognize it because I use it so rarely. I really am still steamed.)
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