Many of my faithful readers know that I’ve written about commercial advertising, and the seemingly endless bombardment. Back some time ago, I wrote that, if you’re as old as I am, television was essentially free. Of course, the choices were far, far fewer, but it didn’t cost anything beyond bunny ears or an antenna in the attic. If you pointed it in the right direction, you got some sort of reception. Every show had its commercials, and that was ok, because it paid the bills so we didn’t have to. At the end of each show, particularly game shows where prizes were awarded, there would be a list of the advertisers that presumably paid for the prize money. Thank you, corporate contributors, to our entertainment.
Continue reading “Advertising: Out of Control?”Author: Thomas Walters
Surveys: Don’t Ask the Questions. . . .
if you don’t want to hear the answers. One of the first blogs I wrote, way back in 2019, was about business’s insatiable desire for feedback. Whether or not they’ll actually take our ever-helpful suggestions is another matter. But the point is, they pay many people – sometimes independent consulting firms, a lot of money to gather information about our transactions and our overall perception of them. A number of them, I should think, would want to keep their dealings with us under wraps. For example:
Our daughter spent the past year living at home while she completed her doctorate in preparation for a college teaching career. I’m happy to let you all know that it happened, and she’s now in Atlanta, Georgia, preparing for the new year at Emory University. Our joy and immense pride aside for a moment, we put her worldly possessions in a storage unit for the year, awaiting dispatch to its new location. She moved in in August, 2024, with her things in a local place that family members had used before. We actually moved out of that unit this past week, closing out the account. Shortly thereafter, the company that owns the buildings, and from what I understand, they newly purchased it, sent me an online survey to complete. Here’s what they wanted to know.
Would I use their facilities in the future for our storage needs? I told them honestly that I probably would not. And here’s why.
Reason #1: They have listed on the door that their office will be open from 10 AM to 5 PM each day, Monday to Friday. The person I managed to find in the office indicated that, in addition, they’re closed from 1 – 2 for a lunch hour. Sounds reasonable. Part way through the spring, however, I noticed that the credit card I’d given them to bill expired long about April. I went to the office no less than five times, during office hours – some mornings, some late afternoons as I was driving by, to update the information. Every time, the office was closed and the blinds drawn. When I finally found it open, much to my surprise, the young man on the desk informed me that he was actually covering multiple properties, necessitating sporadic office and usually unannounced closures. The check-out process too was delayed until I could find him actually on the premises.
Reason #2: We experienced two, not one but two rate increases within the year we occupied the unit. The first was about three months after we’d moved in. I did receive a notification that it was going up. The second, however, was this spring, and I wasn’t aware of it until I checked the charges and it was more than it had been. The young man in the office told me that emails had been sent out to announce the rate change, but I didn’t receive one. All of their other notices came through. One asks why this business would need to increase prices mid-year. It’s a building in which our things sit. It’s not like they have supply chain issues, or the cost of food or transportation will affect them.
Reason #3: We moved out a few days after the storage was charged, early in the month. I had let them know when we’d be moving, and asked about a rebate or a prorated charge for the month. I was told, “we don’t do that.” Really? Isn’t that fairly common practice among those renting out space? An apartment is typically prorated, so why not a storage unit? I ended up paying for the whole month, and to quote our good friend, Lady Peacock, “I’m not happy.”
Will the vital information with which I’ve provided feedback be taken to heart and used to make policy changes? I’d like to think so, but I seriously doubt it. And my guess is that someone in some office somewhere will indicate to their colleagues that “we shouldn’t have asked him.” Once again, as we used to say in dealing with our children, don’t ask the question if you don’t want to hear the answer.
Meanwhile, I went to the bank yesterday to get some money – more than the ATM could provide. The teller was very nice and helpful. I can’t tell you how long it’s been since I actually talked to a bank teller. Anyway, the bank sent me a survey, asking how it went. It was fine. I gave her the account number and my driver’s license, and she gave me my money. To quote a former president, “Mission Accomplished”. She didn’t ask me for a birth certificate, passport, or voter registration information. Just quick, clean, and simple. So, in comes the survey online from the bank. “How was your experience with us?” I checked off that it was fully satisfactory. No voices raised, no foul language or nasty behavior. All in all, very good. However, once I checked that off, foolishly thinking that when I hit “submit”, that was the end of it, nay, nay. It went on. Five or six questions about the teller. More about the facilities. Well, I had to stand in line, but as I was the only customer in the bank, and its employees outnumbered me, it was fine too. The walk-through maze was short because, as I said, there wasn’t much foot traffic. At that point, I clicked off the survey, so I have no idea if letting them know that my visit was satisfactory even went through.
Customer surveys are becoming the norm in the business community, and there is seemingly no way to cull the ones that really are unnecessary. We have services too to which customers can reach out. Yelp, Trip Advisor, and the like. They all invite us to provide feedback on our experiences. When I’m buying something online, say from a noted vendor that I won’t name (let’s just say the owner recently had a lavish wedding in Venice), I will typically check the buyer responses to see if there’s anything useful. Often there is, comments that give me insights into the product, like “the motor is underpowered, so if using for . . . . . “ to “I just wanted to . . . . . ., and this worked very well for me.” Great. That’s all very helpful. The ones that often surprise me are restaurant comments. Some eateries that we like and use regularly will get some really negative feedback. Were there real problems with the food or service, or are these people unduly fussy?
Nobody will, of course, be happy with everyone or every business with whom they’ve had contact, or as we now say, “an experience”. That’s unreasonable. Something will go wrong, and human nature being what it is, we tend to overemphasize the negative and ignore the positive. Surveys will therefore have perhaps a disproportionate number of negatives, and we should understand that when we screen them. The question remains, though. Do these folks asking us to survey their goods and / or services really read them and take corrective action, or do they just go through the motions, satisfied that they’ve done what they could? Because if it’s a half-hearted routine, don’t bother us. Like an attorney in a courtroom, you shouldn’t ask a question unless you already know the answer.
Things I don’t want to see . . .on TV
Whether it’s shows or commercial advertising, there are some things I just don’t need to see. Call me old fashioned, or outdated, but I really don’t understand what the folks making some critical decisions about what streams out onto my tv screen are thinking. And worse, I have to ask myself, “are there people that actually like to see this stuff?” There must be, because they’re appearing on the screen.
Continue reading “Things I don’t want to see . . .on TV”More on the Art of Returns
Some years ago, I wrote about returning items that, for one reason or another, just don’t work. Sending back items has become substantially easier, what with so many of us doing our shopping online. Vendors have made it easier to return items by putting them back in their boxes and dropping them off at a pick-up center. No personal interaction, no lengthy explanations. Sometimes you can indicate what was wrong – it came too late, it was damaged in shipping, whatever. And you can even check off “other”, and in the box write: “I changed my mind.” Even your refunds come back quickly – no waiting until they receive the item. Just pass “go” and collect . . . .
Continue reading “More on the Art of Returns”Our Fascination with Exotic “Pets”
I don’t understand it, myself. Most wildlife belongs in their natural habitat. Other than the woodchucks and rabbits that feast on my gardens, which may be considered by others to be their natural habitat, but I don’t. Some animals have been domesticated – dogs, for example, or house cats, or the occasional gerbil or goldfish. Others are work animals, like oxen and mules. People keep horses for riding, pulling carriages, or jumping over fences, and I get that. Cows, sheep, and goats are sources of food. But does it really make sense for humans to “collect” exotic animals that aren’t designed to be house pets?
Continue reading “Our Fascination with Exotic “Pets””July 4th: Again, thoughts on Independence and Patriotism
In full disclosure, I posted this last July 4th. But much of it still seems relevant today as we all look to the future and try to figure out what’s important to us as a country. On the news last night, a recent poll indicated that only 63% of the respondents said they were “proud to be Americans”. That’s down significantly from a decade ago.
Continue reading “July 4th: Again, thoughts on Independence and Patriotism”Robbing from the. . . . .poor
We all know the legends of Robin Hood and his band of outlaws. According to the legend, he was born a nobleman but experienced the inequities of society and decided to correct them. Whether or not Robin was real or fictional, the notion that the bounties of society are not distributed equally has always been with us.
Continue reading “Robbing from the. . . . .poor”Reflections, again, on Father’s Day
Once again, Father’s Day is here, so I’m reposting some reflections on all fathers, be they biological, grandfathers, father figures, favorite uncles, surrogates, and others that have played or continue to play a role. I often think of my father, a man left without his own at age three and left him nothing but a name, and who survived two stepfathers, one of whom he connected with for a short time, and one with whom he didn’t, and of consequence didn’t really have a model. He was an only child, and thus didn’t have any siblings with whom to share the experience. Considering that, he did remarkably well in the parent department, raising three of us with generosity. He wasn’t a demonstrably doting parent, but we knew that he loved and cared deeply about all of us. I had a personality closest to my mother’s, so he and I were perhaps closer than my brother or sister, because I understood him. Oh, yes. He loved them both, but my brother was a bit of a challenge, and my sister, the youngest, was the princess. When it came to managing his affairs later on, that became my role.
Continue reading “Reflections, again, on Father’s Day”Returning to my routines
In the last few weeks, I’ve had to get up and out in the mornings quite a bit. My choices, of course, but reading my daily newspaper in the afternoon is a violation of, well, my routine. Definitely a violation of all things sacred. Mornings are all about starting the coffee pot, and gathering my newspaper from the front porch to be read promptly on the back porch. Along the way, I turn on the computer so that both it and the internet are nicely warmed up should I feel in the mood to write. This morning I am, inspired perhaps because a piece of mine on immigration was in the weekend edition of the local paper. And I’ve fallen behind on my blogs. (My apologies!)
Continue reading “Returning to my routines”Memorial Day Memories, Once Again
Much of today’s piece is from something I wrote last year, but seems appropriate to use it once again. Originally called “Decoration Day”, Memorial Day began in the years following the Civil War to commemorate the vast loss of life, of the soldiers that died on both sides of the conflict. Later, all military that died in battle. Thus began the tradition of putting flowers and flags on graves in the spring, and it spread from military dead to family members and friends. It was unofficial until 1971, when Memorial Day became officially a national holiday.
When we were younger, it was a tradition that my father, my brother, and I would travel down to Southeastern Massachusetts, where my great uncles Herbert and Warren lived. Mother would have packed a picnic lunch, and we’d “make the rounds” of the cemeteries. Uncle Herb would have flats of flowers that he’d grown in his greenhouse ready. None of this Memorial Day for him – he always called it “Decoration Day”. Uncle Warren never came with us, as he never went out of the house. Except to go to work at the horse farm next door, to which he walked across a large field. He even shoveled himself a path through the snow in the winter, so he didn’t need to go near the road. I think he considered cars as “handmaids of the Devil”. He’d worked at the farm for years, and confided one day that he absolutely hated horses! Anyway, that was our first stop. Flowers in hand, off we’d go to visit the graves of family. We’d first stop at the graves of my great grandparents, and Herb would show us his plot and his brother Warren’s, “where they would be”, as he’d tell us proudly. I always thought it just a bit creepy, but it gave him a sense of pleasure and peace, so that was fine. We’d nod and make appreciative noises, as only a ten or eleven-year-old can.
Next, we’d proceed to my grandfather’s grave. His was by itself, in a large cemetery in Jamaica Plain, for whatever reason. Charles Walters was sort of a mystery to all of us. He arrived from somewhere down south, and married my grandmother, who was quite a bit older than he. He died, sadly at age 31, when my father was 3. So, basically a question mark. The only thing we have from him is his violin, so we know there’s a musical connection there, but otherwise, not much to go on. The Princess and I did some research on him on Ancestry one year. We didn’t turn up a lot, so Elizabeth concluded that he was probably a fugitive from something. Perhaps it’ll be a “true crime” documentary at some point. The final stop was at the grave of my grandmother, who was buried where her third and final husband would later be. He was still alive when we were young, well into his 90’s. We’d stop at his house in Canton, Massachusetts, to say hello. His house was on the street where my father lived growing up, and farther down, we’d stop to visit a lovely lady Uncle Herb’s age, May. She’d grown up with Herb, and we always suspected that he’d held a candle for her in their youth. (For you younger readers, that means he liked her.)
In high school, our band would make the rounds for various observances. I went to a regional school in Southwestern New Hampshire, so we had multiple sending towns for whom we participated. The band would play in the Southern towns first – Fitzwilliam and Troy, and then end up in Swanzey, the largest of the regional system. The parade in Troy was memorable because the parade would loop through the long town square and meander down to the river that ran below it. There, we’d have a ceremony where a veteran or a Gold Star Mother would toss an elaborate silver wreath into the water in memory of those lost at sea. The wreath would float gently past and under the bridge while we played something suitable – probably the Navy Hymn, until it disappeared from view. It was very moving until one year, as we were returning to the square, we noticed that there was a man on the other side of the bridge in waders, with a fishing pole ready to snatch the wreath out of the water so it could be reused the next year. Apparently, the wreath was as old as most of the WWII veterans in attendance. A touching combination of ceremony and Yankee frugality.
In the small village, where I grew up, there was a Civil War memorial. A period cannon, along with the requisite stack of cannonballs sat on a raised area right next to the triangle in front of the Congregational Church. To be completely honest, I don’t ever remember anything happening on Memorial Day of any significance. Later in the summer, Old Home Day was the larger event, with young folks in costumes, bicycles and baby carriages, usually the town’s fire engine and snow plow would make an appearance. Then a big pot luck supper. We’d moved there when I was in the fourth grade from a suburb of Boston, and my mother wasn’t altogether trusting of the local cuisine. But we partook, and all of us lived to talk about it.
The next town over, Nelson, is where my father’s roots ran deeply. The old family homestead is there, where members of my grandmother’s family, the Hardys, have lived since the late 1700’s, and many branches are buried in the local cemetery. In fact, my father is buried in this cemetery, so we go over each year and put some flowers there, along with a flag. Nelson has a bit more happening. A parade with the town band was lining up to march to the cemetery one year as we were passing through, and we had to take a back road to escape. The town band, quite a festive group for a small town, also plays for July 4th, when they are mounted on a couple of boats tied together and proceed around Granite Lake, finishing up just before the fireworks.
My wife, Her Ladyship’s family has some protocols for the family graves in the nearby city of Keene. My late father-in-law was usually in command of the plantings. His preferences were for red geraniums, with marigolds in front. In later years, we took over, but maintaining the planting diagrams exactly. Herself and her father planted the flowers one year in my absence – I had a parade or some such. My wife is not what you’d call an “outdoorsy” person, and in fairness, she was dressed up in school principal attire. In laying out the plantings, her father told her she “dug like a dog”. I don’t think he meant it as a compliment. A few years back, some friends took it upon themselves to put in a small enclosed garden in front of the gravestone, with some pretty flowering things and a couple of perennials. Just a year or two after that, the rulers of the cemetery decreed that all of those plantings got in the way of their crew’s mowing. Judging by the number of times they appeared to actually mow, it didn’t seem like a problem to me, particularly as the summer wore on. A small herd of goats could have done a neater job. But a rule is a rule, so out went the plants. In recent years, we just put small containers with flags in front of the headstones so the fine team of maintenance people can remove them as needed. This year, I found some nice-looking containers, but they were yellow and purple, a departure from, and probably a violation of my father-in-law’s Code of Color. I’ll probably be visited by his spirit, asking me what happened to the red geraniums.
One of my favorite Memorial Day stories came from a colleague, who was a band director up in the North Country. He related to us at dinner one year at a conference, that his high school band was situated at the front of the parade. They stepped off and marched crisply through town. As the band came up to the Fire Station, the Fire Department thought it would be a nice touch to blow the whistle alarm in salute. The director, not knowing that, and assuming the doors would fly open and fire trucks would roll out and crush the band, he directed the drum major down a side street and onto an alternative route, literally into less traveled parts of town. The rest of the parade followed the band on its detour, which extended the parade route a bit and into areas he confided he’d never seen before. Unfortunately, it also took the parade participants away from the waving crowds and the reviewing stand, which was set up just down the street from the fire station. A story about which legends are made.
Memorial Day provides us all with an opportunity to honor and reflect on those that died in service to their country. Their heroism and sacrifice. Or, as Abraham Lincoln phrased it, their “last full measure of devotion.” Thank you all.