Category Archives: Marketing

Black and Blue Friday

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My 25 year old dryer and 15 year old washer were still running when Sears ran its Black Friday ad last year. Brand new, low water use, high efficiency, front loading, stackable washer-dryer pair for $579.98. Regular retail (does anyone pay regular retail for appliances?) price on those particular models was $1,399.98. “At least four per store” the ad said.

Key West has a very small store and it is an hour away. I figured four pairs would be the most they ever had.

Hmmm. I wonder if it is four pairs or four appliances? I didn’t want to get up at 0:dark:30 and drive 55 miles for something I didn’t absolutely need right then.

Why should I have expected any different? I called the store and the appliance department manager treated me like an annoyance.

I want a nap.

After the short wait programmed into the auto-attendant phone system, “Darrell” answered. I asked if he had the advertised washer and dryer in stock.

“I don’t know,” he said. “I’m in the shipping department.”

I asked the expected question about why a call to the major appliance department would be shunted to the shipping department.

“Because I’m the appliance manager but all my people are on the floor with customers.” Ahh, Sears.

Oddly, I was a customer.

Darrell spent about 10 minutes refusing to help me and asking for my phone number so “someone could call me back.” I do not respond well to stonewalling so I spent my part of those 10 minutes demanding that he treat me like a customer and give me the info I wanted. I got nowhere but I did leave my number with him.

He also refused to let me speak to his supervisor; he then refused to let me speak to the store manager when I asked to be transferred.

“You know,” I said near the end of the conversation, “if you had simply looked up whether you had the product in stock instead of being a dickweed (actually I probably said ‘instead of jerking me around’), you would have had a happy customer in me and would have had time to take care of two or even three other customers.”

I called the store back to speak to the Sears store manager. I had to leave my number on voice mail. I’m still waiting for that call back.

I need a nap.

OTOH, a saleslady named Ann did call me 45 minutes later.

“We had four pairs in stock,” she said. “I know we sold two right after the store opened but I think there are still two left.

Ann explained that they were giving customers a ticket that let them buy the appliances and that the sale rules said they could not do a telephone sale. Sort of no tickee no shirty, and you must be present to win. She put me on hold to check.

They did have two pairs left; Ann advised driving down right then. Key West is an hour from my little house but I loaded up and did just that.

The store sold one more pair while I was on the road. I got the last pair.

Ann tried twice to sell me a new pigtail and vent but I demurred. I wondered why anyone would buy either, since most retail appliances today are replacements.

“Our installers will not use an existing cord,” she said citing liability. “If yours is even a little bit frayed and your house burns, we would buy you a new house.”

Loading was interesting. The dryer was the first box out the door. The stock boy rocked his hand truck back steeply and laid the bottom front edge of on the tailgate. He rocked the hand truck up a little and we lifted it right onto the tailgate.

Oops.

The box was two-three inches taller than my truck cap. No problem. He popped it over on its side and we pushed it to the front of the bed. The second stock boy brought the washer; the two of them laid it down on its side and popped it in without issue.

So here’s the bottom line. Ann at Sears was very nice, very helpful and deserves the little bit of commission they paid her. I got the washer and dryer I wanted. My 25 year old dryer and 15 year old washer experienced some … issues over the winter so I put the new ones in service and moved the old ones elsewhere. And I didn’t have to take Harvest Gold. Or Plum.

This year was different.

My UPS has been talking back lately so I’m thinking it’s time. Electronics don’t last as long here as in gentler climes. Office Depot had an APC 1500 VA UPS on sale for half price. No shipping. Big batteried UPSes are expensive to ship. I set the alarm for 5:40. Ayem.

Pink and purple sunrise and me without a camera phone. It was not red enough to take warning but I did watch. Not a sight I recognized.

Got to Office Depot about 6:20 and was dumbfounded to see the parking lot full. As in seriously full. Had to drive past many cars to find a parking space.

I did (eventually and with the help of a personal shopper) find and buy the UPS I wanted. Long lines at the checkout, mostly because the cashiers were hard selling extended warranties. Everyone was helpful and very nice. No Android Tablets. None of my other gimmes.

I also looked at a Ryobi cordless tool bundle in the Home Depot flier and didn’t even bother going there. Ditto the wrapping paper at Walgreens.

I thought long and hard about the wrapping paper. Then I thought long and hard about the lines. Inertia and the fact that I don’t actually use wrapping paper, particularly here, won out. About the Ryobi, if this year is anything like last year, the store was sold out in 10-15 minutes. It is the new 19.2 volt model which matches nothing I have. Drill, light, circular saw, vacuum. I would use the drill and light but can’t see much use for the circular saw or vacuum.

Back to the UPS. The Office Depot parking lot was full but, after writing that, I realized that “full” in a small town is a whole lot different than “full” in Miami or New York. Here, there were three or four or even five peeps at each of the three or four open registers. I’m really really really glad I didn’t find anything I couldn’t live without at Brandsmart up in the United States.

Got M-m-m-m-management?

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A lifetime ago in political terms I ran for state representative. I visited every dairy farm, rich and poor, in our then-two-Town district (Puffin East and North Puffin).

I spoke at some length with Etienne Chasseur, a North Puffin farmer milking about 75 head on 180 acres over on the Sweep Road.

“You need to sign on to the Canadian supply management system,” he told me. “I’m going broke here on an $11 milk check but my brother-in-law up north gets $18 U.S. for milking the same size herd.”

What, is he nuts? Etienne left out some of the story. I didn’t sign on then and would not now.

Vermont is a major dairy state with minor farms. The state defines a “large farm” as more than 600 cows; the median farm here now milks 120 head. Wisconsin, California, and even Nebraska dairy farms often milk 1,500, 2,000, or more. Many more. In 1991, a Vermont cow on one of our 2,381 farms produced about 15,000 pounds of milk per year. By 2000, average annual production per cow had risen to almost 17,500 pounds per year. (There were 11,019 farms here at the middle of the 20th Century.) Farmers measure milk production in “hundredweight” rather than gallons. About 12 gallons of milk weighs one hundred pounds.

Dairy farming here is unique because dairy farmers cannot set the price of milk and cannot pass along increases in operating costs. Neither Etienne Chasseur nor Wisconsin dairy farmer Paul Rozwadowski knows how much his milk sold for until the “milk check” comes in the mail. A month later.

Canada and the EU have a two-tiered system that offer farmers a (fixed) high price for “quota” milk, but a very low price for milk that is more than the quota for each farm. I’ve talked to some dairy farmers in Quebec. One compared his 150 cows to a 1,500 head herd in Wisconsin. Over the last dozen years, he made more total profit on 150 cows than the Wisconsin farm did on 1,500 for nine of those years.

The latest debate over dairy supply management began in 2007 and has picked up again.

The current milk pricing system is “inadequate, unfair and devastating family farms across the country,” Mr. Rozwadowski told the St. Albans Messenger. His last milk check brought in $13.80 per hundredweight for milk that he said cost $18/cwt to produce.

That price is based on dairy commodity sales. The USDA Federal Milk Marketing Order Office monitor the price of butter, dry milk powder, whey powder, and cheddar cheese sold on the Chicago Mercantile Exchange. The feds jinker with the numbers to come up with the mailbox price, or the price that the farmer actually receives.

So. What have we learned?

  • The government sets the price farmers sell for
  • Some farmers want to “level the playing field” by having the government also limit how much they can sell.

Where else could this plan this work? (1) Since the Obamanation owns General Motors, can we expect to see car sales limited to, say, 4 million units annually for all sellers and no more than 50,000 Chevy Volts sold prix fixe $65,000? If GM wants to sell more, the remainder must sell for $3,000 each. (2) Perhaps the feds should limit the oil companies to 15,680,000 barrels/day (about 5 million per day below current consumption) and fix the price at $180/barrel. Any production over the 15 million must be sold for $10/barrel. (3) Next, all manufacturers of men’s knit shirts will be held to 686 million units next year and the price set at $21 each wholesale. Anything over 686 million units must be wholesaled out for $6.

Did any of that really make sense to you?

Things that should be simple seldom are:
Try reading the Federal Tax Code

Got milk? Maybe, just maybe, farmers should look for a better way to price their milk instead of beseeching the feds for yet another set of regulations to hamper them.

I Still Have a Landline. Sort Of.

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I miss my landline. Can never find the damn cell phone! the lovely Chris.tine said yesterday. Naturally, that got me to thinking.

I’ve become a VOIP evangelist or perhaps a voipelist for short. A few years ago, I looked at my then-Verizon bill and my dissatisfaction with Verizon-chicanery and realized that technology could save me money.

One of Verizon’s cute tricks in this market is to charge for message units. They don’t use that Jersey-centric term here (they call it “local calling”) but the bottom line is that they charged a long distance rate for calling the next door neighbor and they hid the charge in an arcane counter rather than breaking out the individual calls. I prefer knowing how much it costs me to call Rufus, so that irked me. I hate toll calls. I bought the upgrade with unlimited local calls just to keep my blood pressure in check

At the time, Ma Bell and her progeny cost us about $75 per month and I was paying another $20 or so for dial up Internet access. Remember dial up? ‘Nuff said.

Cable service finally came to North Puffin and Vonage was advertising pretty heavily. I could buy “High Speed Internet” bundled with basic cable TV and switch my existing phone number to the VOIP provider, all for less than the $95 per month POTS and dial up cost us.

Sold, American.

This wasn’t an easy step for a Luddite like me. I just replaced my VCR with another VCR, wear button-down shirts, and drive a ten-year old car and a ten-year old truck. Not simultaneously.

On the other hand I also have a cellphone. SWMBO has a cellphone. I’m thinking about dropping even the VOIP service in favor of those cells alone.

I’m not alone. The number of U.S. households choosing only cell phones surpassed households with only landlines in 2009. Verizon reports that the number of homes with a traditional copper POTS connection dropped 11.4 percent last year, to 17.4 million on their system now. That also means Verizon recently announced it would cut at least 11,000 jobs, people they don’t need to maintain landlines.

The cell phone has come a long way since Motorola introduced the DynaTAC which cost $3,995 in 1984. (Wealthy) users could talk for 30 minutes or so before performing a 10 hour battery recharge in the two-pound “brick.”

One big operator offers discounts to landline-free wireless customers who combine Internet or TV service from the company which, of course, means they still tether you to their land-based infrastructure.

Even businesses are dropping their own landline phone systems, and moving to wireless.

I’m still a voipelist for a few important reasons. I really really prefer using all the house phones because the sound quality is good, the phones are convenient, and anyone in the house can access them. Cell docks don’t do that all that well yet and the speaker phone on my cell is lousy. I call Canadian numbers frequently. We have business contacts, friends, and a dentist north of the border. The cell plans that interest me make Canada a toll call. Remember, I hate toll calls. Oh, yeah, and cell service right here in North Puffin still sucks.

Hey, T-Mobiley! Fix those problems and I’ll dump my sort-of-landline in a heartbeat.

I am never without my cell. I feel naked without it. It was the house phone I would always lose, another correspondent wrote.

I probably shouldn’t say this out loud but I have never (yet) lost a cell phone and I rarely lose the housephone(s). Some of them are hardwired to the wall and the cordless variety all have this wonderful “page” feature. At the end of the day, though, I mostly carry the phone — whether cordless or cell — in my pocket.

The most popular irritation voiced in the surveys I checked is to figure out where the darned cell phone is.

Here’s a thought. One in 50 households has no phones at all.

Good Business Plan

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This is very disappointing. I tried to create a site account for YourOnlineEverythingCheapStore; it bounced me because their software did not recognize our municipality-issued, official 911 street address. There are darned few roads in North Puffin and each one has far fewer than six names. Couriers, common carriers, and fire trucks all have no trouble finding us.

OK, the fire department still needs directions that include “the locust tree we cut in 1976” but everyone else uses the official 911 street address.

I called the EverythingCheap customer service line.

“It’s a computer problem,” Rachel told me. “We use a service to check for delivery addresses.”

I told her I tried my 911 address and every permutation I could think of. “Can you override the system,” I asked.

“No,” she said. “If we can’t guarantee delivery, we can’t enter it into the system.”

Even if I accept responsibility?

“No.”

I asked if that meant YourOnlineEverythingCheapStore didn’t want my business.

“I guess not,” she said.

Maybe they got enough stimulus money that they don’t need a customer like me. Or maybe they just don’t want customers.

Too bad, isn’t it?

Who Put These Guys In Charge?

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Last March, Time Magazine noticed that, “Over the past few weeks, the U.S. newspaper industry has entered a new period of decline.” Past few weeks? Anyway, Time reported on 10 major metro dailies that are gone or going. Meanwhile, even the New York Times has dumped hundreds of jobs as employment at newspapers keeps reaching new lows.

Obviously, nobody reads newspapers anymore.

Except I do. As do 44 million other Americans every day.

I wrote op-ed columns for the Burlington Free Press back when Dan Costello was Editorial Page Editor. We also subscribed to that paper for years and I read it regularly. We stopped subscribing, though, not because they stopped publishing but rather because they stopped delivering. They kept billing us, though.

That seemed like a poor business model to support.

The Freep certainly wants my business back. Or someone’s. They used the U.S. Postal Service last fall to mail a beautiful 4-color tri-fold on legal size card stock to “R Harper or anyone else more-or-less breathing at” my North Puffin address. The flier offered 52 weeks of Sunday newspapers delivered for just $22. That’s less than they pay the carrier. [Editorial note: that may not be true. It is true that they tack more than $22 on to subscriber bills for motor route delivery.]

But wait! There’s more! Sign up now and get the Thursday and Friday papers as well!

All for just $22.

The promotion worked.

I was in South Puffin when the flier arrived, so I waited until just before Christmas to take them up on it. I mailed them a check a month ago. I didn’t include an email address on the registration form, but they emailed me at my most private address a couple of weeks ago anyway.

Thank you for subscribing to The Burlington Free Press.

You will receive your newspaper 3 days a week. We’re sure you’ll enjoy everything we have to offer.

And they cashed the check.

The Christmas offer I took advantage of expired 12/27/09. I just received a new one in the mail with the same pitch. The new offer mailed this, the first month of 2010, expired 12/27/09, too.

A month has passed. I looked for the paper religiously every Sunday. OK, I skipped 1/3/10 since we weren’t here but I looked on the 10th, the 17th, and again yesterday. Between the first of the year and today, I figure that makes about 11 newspapers. That makes quite a pile of fish wrap. Or fire starting material. I tried the link to my account they sent in the confirmation email. There was no login button anywhere on that page, on the “contact us” page, or even on the front page of burlingtonfreepress.com. I called their 800 number.

“I show that service started on the 21st,” the Customer Service rep said.

Of this month?

“I’ll send a note to the carrier, Mr. Harper,” she promised. “Let me check the details of your order.” She confirmed my street address, phone number, and zip code and asked me to sign up for automatic billing. I declined. When she read off my very private email address, I asked her to remove it from the system.

“I can do that,” she said.

I reminded her that we hadn’t had a roadside newspaper delivery “tube” since the firebombing incident.

“Do you want me to request a tube?” she asked.

No, I think it would be more productive to schedule an air drop down my chimney.

We both hung up. I puttered a bit. And the computer announced, “Sweetheart, you’ve got mail.” The computer has a little bit of a lisp and sounds remarkably like Humphrey Bogart.

Thank you for notifying us that you did not receive delivery of your newspaper on Thu, Jan 21, 2010, Fri, Jan 22, 2010, and Sun, Jan 24, 2010. We have notified your carrier to ensure proper delivery in the future. Your account has been credited for the missed delivery.

The email came to my very private email address, the one that Customer Service assured us is no longer in the system.

A month has passed since I placed the order. I used to wonder why people think newspapers are failing. I haven’t received a paper. I don’t wonder anymore.