Tuesday 25 November 2014

at what cost?


Someone posited a question on Twitter recently asking what was the worst thing about being single; I know she was looking for emotional and non tangible reactions, but my reaction was that the worst part was the cost.

According to North American statistics (read US because Stats Can isn’t collecting data right now – don’t get me started, it’s a mess) we have officially tipped the scales and now more than 50% of households are now single. This is historically significant. It is socially significant. And it makes me wonder if finally marketers might start to consider changing the way they vend based on this new information. Read small sizes, with proportional price tags.

It’s the old mayonnaise dilemma I have about once a year when I need mayonnaise. The half-sized jar is 30 cents less than the full sized jar, but I will toss out half of the full sized jar, but it’s so much more economical to purchase the larger container. In truth I generally wait until one of them is on sale and then purchase that one. But it leads to the same question. Why am I asked to pay the same rate for half the product just because I’m single (or can’t consume the volume of product in the larger container)? The obvious answer is just to purchase the larger container on the off chance that I might consume more and then I’m not in the position of paying more, but that leads to food waste, which leads to a whole other argument about consumption and here I am still standing in the grocery aisle with a ethical dilemma over a goddamned jar of mayonnaise.

The basics and fun of life are still designed for couples, or more than one person. Rent, well other than me, who has amazingly low rent - I live as if I have roommate in terms of dollars - but for everyone else, coming up with that sum of money every month can be challenging, especially if you’re a woman and still make 30% less on average than a man for no reason that makes any sense. Vacations, while not the basics of life, are not half the cost for a single person, because most of those advertised rates and deals are based on double occupancy. And then there’s the good old ‘because female’ rationale for why things like deodorant, shampoo, razors and other genderfied items are more when you’re a woman than they are when you’re a man. Marketplace ran a show on this.

Sure there’s value in volume and in some cases it makes sense. It doesn’t cost that much more to wrap plastic around 12 rolls of toilet paper than it does 4, so it makes sense to offer it in larger packages. And let’s face it, 4 toilet rolls isn’t going to last all that long, although on the flipside, the toilet roll storage basket in my teensy little bathroom holds exactly 12 rolls, so those monster 30 packs are virtually useless to me. Sure they don’t go bad, but in my surprisingly reasonable apartment, there is very little storage space, and no place to put them until I need them. Ok, ok, I have a freezer and I can take a bigger package of say chicken and wrap it up to freeze and use later. But what if it’s something I haven’t tried and I’d like to try it once before deciding to buy a 3 month supply. Or would like to only heat up half that frozen convenience lasagna so that I won’t be eating it for the next 7 days?!

But this goes beyond marketing and consumables. Let’s talk taxes. Under Harper, a new, albeit controversial, tax break is announced for families. Great if you qualify and you have a family. Sure you’re paying for things I don’t have to consider such as educating someone other than myself, but where’s the break for me joining a gym or taking an exercise class? Only for kids you say? Hmm. They aren’t any. None. You might be able to claim some of your portion of rent under Ontario tax benefits, but so can anyone regardless of marital status. Yes, you get the same crappy education tax breaks of any student, but you aren’t able to claim yourself as a dependent and it goes on. In fact an article in The Atlantic pegged this number in the US as being over $1 Million dollars more to be single over a lifetime. Read it because the numbers are astounding.

Why are these financial penalties for being single? (Which I totally stole from an interviewer on HuffPost.) The more I read on this subject the angrier I became and if you listen to this interview you can heard the opinion of women with much more knowledge of the subject than I have. I don't have a pithy ending statement for this one. I keep trying to form a sentence about considering as a society why we revere marriage so much and why can’t we extend similar privilege to single person households too, but we need to be at a point beyond consideration and be at a point of action.  Let’s start with taxes and work backwards from there.

Tuesday 4 November 2014

good on you queensland rail - also not really a post

I tripped over this completely by accident.  And I love it.  It's clear.  The language is plain.  The message is succinct.

follow up to on a more serious note - not really a post post

The good news being reported on Torontoist is that pedestrian fatalities are way down this year.  23 deaths in 2014, which is still too high but considering it was over 60 in 2013, I'm thinking we'll see a significant reduction year over year.  The trouble with observing daylight saving time is that in November gets dark early, black is the favourite colour for Canadian outerwear, which, when combined means drivers can't/don't see pedestrians. Which makes me wonder if resurrecting the purse 'hanger' attachments that were so popular a few years ago, again but with reflective elements, might be a winning idea?!

Thursday 25 September 2014

your lipservice is chapping

I’d like to think of myself as a sort of consumer advocate but for now I’m my own primary customer save the occasional friend.  And generally I get some sort of resolution.  My own experience has been that stating the issue clearly, without accusation, using dates and whatever back up is available helps get things done.  Generally I get either my money back or some sort of agreed upon restitution to the issue. 

But there are two kinds of companies who drive me a little wonky.  Those who do not offer any sort of customer assistance and those who say they do, but really are the first.  I’m currently stuck in the middle of two companies with a combined offer that are doing both.  

Back in May I signed up for a limited offer TopBox deal that included a subscription to a Rogers owned magazine – LouLou.  The transaction included an opt-out option, which I decided to forgo, but no other steps to sign up necessary – to the best of my recollection.  I’ll fully admit that I’m not 100% certain there was more required, but arguably they had my address for the makeup box delivery and I’d paid in full via credit card for the promotion.  After that, I forgot about it for awhile.  I mean all magazine subscriptions say they take 6 to 8 weeks to start.  But by September my subscription was still noticeably absent, so I started down the follow up road.  As it stands today, we’re at an impasse.
 
Yes, I was a little cantankerous on Twitter.
It started with an e-mail to TopBox directly; got a polite but not terribly useful reply.  I tried LouLou, and got the same.  And now we were playing the ‘it’s not me, it’s them’ game.  So I took to Twitter.  And got more lip service.  As it stands after almost a month since this started, I have heard from neither company and have no resolution, and still no subscription.  I did however get a promotional e-mail to join TopBox; and as you might imagine, I’m not so keen to do this.  

Sure there’s always the good ol’ ‘buyer beware’ caveat.  And yes, I’m no fan of Rogers already, but now I have to put TopBox on a ‘not sure I want to do business with you’ list because of a $10* transaction, and apparently, I’m going to write a blog post about it.  Sure you looked for a second like you were doing something on Twitter, but in the end you didn’t, did you.

And because human nature inherently does not reward the good guy, I will relay the story of excellent customer service.  

As I’ve written before I’ve signed up a makeup sampling program, Ipsy.  For about $15 a month you get a package of ‘goodies’ every month.  So every month about the end of the second week of the month I get a bright pink bubble wrap envelope in my mail box with said goodies.   But not this month.  In spite of routing notices from the two postal systems handling this package, there was no delivery (to my house).  Contacted the company, we went back and forth a few times, with a suggestion I give it a couple more days, but when 4 days later there was no package, I got a ‘no problem, we’ll  get you a new one, sorry for the inconvenience’ e-mail and 4 days later a tracking code.  The following week a new package arrived with most of the goodies I was supposed to get, with one acceptable substitution.  No lip service, just service and a resolution. 

 
This month, this particular sight was missing.  Until it wasn't.
Fortunately I did get some lip balm in a recent Ipsy bag to relieve all the chapping caused by TopBox.

I write about these things in large part because I feel that the key to continued success is great customer service, no matter what your company is, or its size.  Sure some companies and some products can’t always be replaced or fixed, but there are ways to work with your customers to ensure that they feel as if you’ve heard them and you are trying to come up with a resolution.  If I’ve entered in a purchase agreement that is final sale or that clearly spells out that there are no returns/refunds then I take my chances.  If this is not the case what is the harm in trying to service your customer base, because as the old shampoo commercial goes, I told two friends…





* The approximate value of the subscription portion of the offer.

Thursday 28 August 2014

what is the target?



I remember the exact moment I decided I was OK with paying more.  Prices at Payless had slowly crept up.  $29.99 became $34.99, until eventually it became $44.99.  It was the same day I found a pair of Alfred Sung heels on sale for $46.99.  Sure they’re a licensed line meant exactly for me, a mall shopper willing to pay up to $100 for a pair of shoes, but more likely to purchase them if they’re under $50.  And suddenly the smell of pleather and glue had lost its luster.  If you’re wondering how I could be talking about prices increasing at Payless, remember the all encompassing raison d’etre, ‘because Canada.’ 

After years of anticipation, Payless had finally made a run at the border.  Our, now seemingly innocent, dreams of having fun, inexpensive, trendy shoes was about to be realized.  Remember this is before Winners, the Canadian version of TJ Maxx had really impacted the market.  Department stores were slowly dying off and H&M wasn’t even a thought.  We loved it.  In fact I still have some of those early purchases.  The quality was OK, not practically paper and prone to dry rot, as it would later become; and picking up a fun pair of shoes you knew would only last a season for under $30 was acceptable.

Fast forward through the Americanization of the local mall, to Target; another destination Canadians make an effort to visit when we’re in the ol’ US of A.  A wide variety of offerings of the low level mixed merchandise retailer, but I personally love to see what they might offer in fun accessories and make up we can’t get here at home.  Coupled with the closing of Zellers, the Canadian version of Wal-mart before, and for awhile, after, we had Wal-mart, and it seemed like the opportunity was golden. 

Before I start sounding off on what I think went wrong, and what I read went wrong, let me be clear that I am not really in this type of store’s target audience.  First and foremost because they lack urban locations, and short of the rare occasion, such as moving, I don’t really need enough of this type of merchandise to merit what is generally about a 90 minute round trip on the bus to visit these stores.  I rarely go to Wal-mart.  I hadn’t been in Zeller’s for years, and once Joe Fresh started selling what I tried to find inexpensively, i.e. pajama’s and workout gear, I really never went back.  I buy my vitamins at the drugstore and my cleaning stuffs at the grocery store, and I can’t think of any other items I might need a mixed merchandise merchant. 

But Target.  A friend and I went to a soft opening.  And it wasn’t great. 

Yes, the expectation was that the store would not be at full capacity.  That ‘things’ needed to be worked out, but racks and racks were empty.  Very little variation in both stock offerings and floor layout from Zeller’s, the former occupant.  And the worst bits, pricing not all that competitive when compared to other Canadian retailers and no online shopping. 

They claimed they were just starting out.  They hadn’t figure out inventory supply chains.  They were ironing out the wrinkles.  It would get better.

That was more than a year ago.

We’ve all seen the news.  ‘Lower success and financials than expected’. ‘Did not go a hoped’.  ‘Net losses overall, because Canada’.  And yet the issues of areas of the stores still without stock, another big one, the lack of items available in the US, not brought into Canada, for reasons unknown and not explained, the pricing still not competitive and still no online shopping.

Incidentally, while away recently in the US I was able to find both an urban Target, City Target, as well as preview my potential purchases, wait for it, online.  

The City Target on State Street in Chicago - where I mostly went to use the bathroom, and to go through THAT doorway.

Does Target have a chance in our home and native land?  Probably.  There’s a lot of money to invest and a lot of money already spent to pull up the stakes and admit defeat.  But attention needs to be paid to the consumer and their expectations.  Which, arguably, are now lowered, so how hard can it be to correct this misstep?  First off, if your main competition is Wal-mart, and you aren’t going to try to beat them on price, then you better offer something better, of more quality, or not available elsewhere.  

And if they want me as a customer?  Well City Target is a good step.  And so is online shopping.

Saturday 23 August 2014

revlon we have a problem: or how the great lip gloss embargo of 2011 failed



A self professed make up junkie since I ‘borrowed’ some lilac eyeshadow from my Barbie head box and added some purloined Great Lash mascara.  Fortunately some level headed adults helped and so my I never really did go crazy, unless you consider continued use of blue sparkly eyeliner, crazy.  Considering it was the 80’s and I was known as the girl in the bright pink lipstick, I think I fared decently.  And since there’s really no photographic evidence, you’ll just have to believe me.

Around 2011 I was lip gloss shamed, and to a certain degree, my shamer wasn’t too far off.  I did have a purse full of very similar variations of a light brown, somewhat lavender gloss, along with several varieties of rosy pink and the occasional darker copper.  And so I decided that maybe it was time to finish up a few of those before adding to the collection.  A sort of conscious consumerism.  Apologies to the anti-Goopers in the crowd.

And for awhile it worked. 

All was well until the makeup companies came up with what, for me, was a dangerous combination.  Make up, in a box. 

Spring 2014 Box from SDM line Quo

Not new you say, well no, but something about the highly stylistic boxes, and myriad of colours, caught me, and I fell hard for that particular marketing scheme.

Fall 2013 Box from SDM Line Quo

So here’s where I admit a certain proclivity for boxes as well. And apparently eyeshadow.

Urban Decay Electric Palette - but can you blame me!

And now, we have an entirely different problem.  More eye shadow than one person can reasonably use in a certain span of time.  Say the next 10 years.  And so now, again, I try to make a conscious attempt to control myself.

Apparently I already announced this in January, so even a public declaration wasn’t enough to stop me.  But now, especially after a trip to the US where I was able to purchase a few items I cannot here, I have decided to be sterner with myself.  Since the truth of the matter is, really, at the end of the day, there’s no real need for a self imposed embargo - I probably already have whatever it is they’re offering.