‘President of Seiko’ Strategy for Receiving Good Service

A long time ago, my watch wouldn’t keep time. It’s a Seiko Kinetic with a dark green face. I like it a lot: it’s a mechanical (analog) watch, but it’s electronic, keeps extremely accurate time, and I never have to worry about batteries. When it stopped working, I sent it to be cleaned at a local jeweler, and then they sent to the factory a couple times, but the problem persisted.

My good friend and business partner Stuart suggested that I Fedex the watch to the President of Seiko, with a nice note asking what can be done. About three weeks later, my watch came back, working perfectly, no charge. And it has continued to function perfectly to this day.

Why did this work? Like Seiko, every company president has a team whose job is to take care of problems. They are charged with “making things right”, so the problem doesn’t even need to reach the desk of the president.

If you’re receiving poor customer service, find out the name of the president of the division or company – the higher up, the better. (Google is your friend).

Prepare a short, polite note telling why you are disappointed by their service. Give specific details about the problem, and what you have done to try to resolve it. Name names, if you wrote any down during your calls.

Summarize with something like, “So I decided to ask you for help.” and make a clear request for what would make you happy. (Make sure it’s something they have the power to fulfill.)

Send a real letter – physical stuff still has power at companies. Use overnight or two-day delivery to give bigger impact, and also to confirm they received it. Include “Personal” in the address – it might get more attention.

At the worst, it’ll cost you a few bucks for the Fedex. If they blow you off, you can savage them publicly. But if they do the right thing – and lots of times they will – they give you a great story for social media.

Coffee Shop Bloat Test

We all have heard the perennial complaint, “the network is sooo slow.” A primary reason is the inelegantly-named bufferbloat – caused by a bad router that queues up too much data (“the router gets bloated because it buffers too many packets”).

The good news is that a fix has been known for quite a while now, and it’s often a matter of properly configuring the router.

Dave Täht likes to go into coffee shops and help the owners provide better network service for the customers. (Sometimes, he gets a free meal!) He developed a small script for measuring the bufferbloat to use for before and after tests.

I’ve tweaked the script to make it easier to run and display the results. (You still need to install Flent and fping to make it work on your laptop.) But now you can go to your favorite coffee shop to measure the state of the network. See the script at https://github.com/richb-hanover/coffee-shop-bloat-test

US Robotics Acoustic Coupler

Ahhh… the memories… Back in the day (around 1978), I had one of these beauties. All you had to do was place the telephone handset into those cups (really! [1]), dial up your favorite server, and Presto! You were on-line at 300 bits per second. And for only $139 – it was heaven!

While rummaging through my files, I came upon its (dot-matrix) printed manual, so I scanned it for posterity. Enjoy!

Photo credit: http://www.swtpc.com/mholley/USR/USR_Modem.htm

[1]: Wait… What? You had to insert the handset into those cups? Why? AT&T insisted on this  to “prevent damage to the telephone system” from third-party (unlicensed, untested, unreliable) equipment. Only after the Carterphone decision in 1968 would AT&T allow you to make any sort of electrical connection to the phone network. Before that, you could not connect your own telephone (you had to rent one from AT&T), or a fax machine, or a modem, etc.

USR-310 Acoustic Coupler Manual

Senior Housing at the Planning Board — Two Years Later

Two years ago, the Lyme Planning Board hosted a Senior Housing Forum where community members spoke about their thoughts and hopes for senior housing. The quote below comes from the Planning Board minutes of 28 September 2017:

Item 1: Senior Housing Forum

… The Board discussed with the attendees the various forms that senior housing could take. The overall sense was that different people wanted different types of housing. The various forms below were discussed:

  • Smaller single resident homes allowed on a single lot.
  • Cooperative housing in larger buildings.
  • A mixture of small houses and apartment or town house style buildings.
  • Large assisted living facilities.

Almost exactly two year later, there has been no concrete action toward permitting any of these kinds of housing. The current draft of a Senior Housing amendment still does not provide a realistic way that these (or any other kind of moderate price/workforce) housing could be built.

Please attend the next Planning Board meeting on Thursday, 12 September 2019 at 7pm to give your views.

Any opinions expressed here are solely my own, and not those of any public bodies, such as the Lyme Community Development Committee or the Lyme Planning Board, to which I may belong. By Town policy, I am not permitted to send messages on these subjects through the Listserv. However, I would be very interested to hear your thoughts – you can reach me at richb.lyme@gmail.com. Or click an icon below to share this post on Facebook, LinkedIn, Twitter, or email.