still missing the point - not really a post

Seriously, you can't make this stuff up.

I went looking for some info on putting the long form census back in place and found this. So maybe it we had the census Target might have gotten it. But I doubt it.

see you at 7

Before there was texting and constant communication, making plans to meet was a bit more difficult and a lot less likely to end in no-shows. Before texts and constant communication, you met your friends when and where you said you would because you had no way to let them know you wouldn’t be arriving and not arriving made you an ass.

(Yes we had extenuating circumstances back then, but they were real, so they were rare.)

It’s amazing how quickly we forget the things that used to be day to day when their replacements arrive. We acclimate so well that we often forget what needed to happen before the latest tool or method replaces our old ones. And as much as I find modern communication amazing, I did get a kick out of this particular tidbit of social etiquette. In the same moment I was taken aback that someone had to write it down in a book because really, we should know this.

Be a good friend.  Just say Yes.  Or No.  (from Adulting)

To be fair it did make perfect sense when the MP3 player eclipsed the discman. I mean that thing sucked down disposable batteries, required either listening to the same CD over and over or trying to figure out how to carry a selection and it was kinda big – certainly didn’t fit in any pocket I have.

I recently read an article on the demise of pantyhose, which you might not know, specifically the flesh toned variety. They gained popularity pre World War 2, after a shift in foundation garment use and a rise in hemlines, and they really gained popularity after World War 2 because during the war all fabric supplies where used to make parachutes and the women were out of luck. Even my hippie-esque parents insisted that there were certain situations where hose were needed and tights wouldn’t do it. I even had a job in my 20’s that required hose as part of my uniform, and if I think hard about it, it was rather annoying as they required a blue hue that was not available at a low cost. Yes I didn’t have to buy clothes but did have a $20 a week pantyhose requirement, back when minimum wage was much more minimum. Having eschewed them since, I really didn’t notice that most department stores have slowly phased out their hosiery sections as styles changed. If the Duchess of Cambridge hadn’t been required to add hosiery to her official ‘look’, would anyone under 30 even know what they were? But 75 years was a good run for a fashion trend that wasn’t always so nice to wear. 

Anecdotally the codpiece had a 75 year run too.

OK, well I found it interesting.

After I read the pantyhose article I started to think about things that used to feel so essential to life that fell out of favour as trend or technology passed and may or may not have met their ultimate end. Records seemed to continue to have a strong solid following, but for the audiophile, there’s a sound quality that can’t be beat. CD’s continue to exist as people continue to insist on physical media but got rid of their record players. I haven’t seen a cassette in years. Well other than a handful I kept mostly for nostalgic reasons, most of which are homemade mixed tapes. Which I guess where replaced by playlists. But how do you give the person you’re crushing on a playlist?

Wristwatches is another one for me. I have three in a box on my dresser, and I’m fairly certain all three have dead batteries in them. In part the disuse was due to a cell phone and in part it was due to my constantly, accidentally leaving my watch on my desk at work because I took it off when it banged on the desk while I was typing. But it freed up my wrist for bracelets and I can always get the time on my phone. Yes the ‘smart’ technology has set their sights on a smart watch next, and since not everyone gave up on the watch, this’ll be a trend to ‘watch’! I don’t really see the point of the smart watch, but I’m in the minority I’m certain. In fact I had a discussion with a friend about this very subject and in her case she wears the same watch as a loved relation and finds it ties her emotionally to that relation whenever she looks at it. So in as much as the technology may be passé there are other, valid, reasons for hanging onto to something.

I still have an alarm clock, because I hate the idea of a phone in the bedroom. I do have a cassette player, but only because it’s part of my stereo. I still use pens because I like to do the suduko and the crossword in the newspaper on the weekend, which yes I still get on Saturdays and Sundays to read with coffee.

And what do we do every time this technology changes. Well for those of us who faithfully changed our music collections from records to cassettes to CD’s, we eventually stopped. Some of us hold yard sales or donate to charity. And the rest of hold onto whatever works for us until our favourite toys stop working. We all evolve at our own pace.

The other tidbit I liked from the same book. Which can also apply.

cord cutting, cash saving and technology

It sounds like a 3-guys-walk-into-a bar-intro; seemingly disparate things that shouldn’t work but somehow do.

After years of being in a ridiculous and dysfunctional relationship with Rogers I finally got fed up and cut the cable last fall.  It’s been a steep acceptance curve.  I will admit I would look at what movie I might get to watch on a Saturday night for quite some time, although if I’m really honest, the choice wasn’t that amazing.  I haven’t gone completely cold turkey but I’m planning to switch ISP’s and because my phone is with another larger telecom that is named after a bell, I may conceivably be Rogers free.

Fortunately ‘cord cutting’ is a pretty geeky endeavour and there’s nothing the geek community likes better than to explain how they did what they did, and since the internet is their mother-ship, well finding info wasn’t all that hard.  Granted long winded technical discussions of UHF, megahertz and how to assemble your own antenna were largely lost on me.  But the basics were simple; you need an antenna, a sweet spot, some height, patience and presto, free TV.  What it boils down to is realizing that this isn’t the be-all-end-all of entertainment but it’ll get you the goods. Mostly.  

Toronto is geographically ideal for over the air antennas due to its concave bowl shape and because of the proximity to the US chances are you’ll get a Buffalo station or two, but not necessarily all the time and probably not during a storm, mostly.  Height is to your advantage, so if you live in a tower, you’ll do better, but my ground floor apartment, due to the lack of nearby tall buildings does OK too.  And lastly remember the old ‘Fox viewing positions’ (yes I watched Married with Children), my experience is that these so-called flat omni-directional antenna’s have a very different definition of ‘omni’ than I understand it to be.  Needless to say moving your antenna is necessary.  Fortunately it’s the size of piece of printer paper so as long as it’s not mounted this is pretty easy.

What did this all get me?  Well for $45 and a lot of time - don’t get me started on many trips to Future Shop due to their policy to always sell the customer the most expensive thing they have to offer – I save about $65 a month in cable fees of which I paid for about 300 channels I never watched.  In my opinion, if you’re not watching sports, paid cable isn’t for you.  And yes if you really want to watch what you want to watch you need some sort of streaming set up.  But I need baby steps.  Plus I have a really prohibitive Internet allowance for the moment so we make do with what is on and binge watching titles borrowed from the library.

I started this post because I really hate Rogers and I’m so close to ending our relationship, ideally forever, that I wanted to brag it up.  But let me be clear, I like watching TV and cord cutting isn’t for everyone.  There’s not a lot of selection, there’s no PVR (well you can purchase an OTA PVR but I haven’t) and you’re back to watching things when they are on, or not at all, or later, via streaming.  In the midst of waiting for my new computer to arrive so I can connect everything up to the TV, CRTC announces that they’re about to make some changes to cable TV in Canada, so we’ll see what they’ve come up with, soon.

Bottom line, cable companies are scrambling.  Millennial’s, and younger Gen Y aren’t even starting with cable.  In fact a recent article (I can’t remember where I saw it) stated that TV’s aren’t really a mainstay of dorm rooms anymore.  These generations stream on their computers or use Netflix.  I don’t know the stats on Gen X and the Boomers, but I’d guess they skew slightly higher on cable usage with some cord cutting as time goes on, or their kids set them up as the case may be.

If you’re paying attention, cable’s trying hard to keep you tuned in.  More American shows, more ‘features’ that were never available in cable, attempts at exclusive programming to keep people lured in, but is it a losing battle?  I assume so.  I also believe there’s opportunity to change the business model.  On demand models like Crave and Shome, if it was not required to also have a $40 a month cable package could be enticing.  But they’re not offered.

So what was my point?  Well first off, get stuffed Rogers.  The cord cutting revolution is fully underway, as in; I’m way late to the game.  Internet is on its way to being considered a utility and it is changing our ways.  Smart is the new sexy, although we do have to watch out for those eavesdropping TV’s.  

The news came this afternoon and it was rather anti-climactic.  A so-called ‘skinny’ option that will offer less and cost less; and a pick-and-pay plan which will end up costing you more, available for you in just 18 short months.

"and a little of that human touch" (springsteen lyrics)

It’s 2015.  We’re in the future of the movies of (some of) our youths, as in Back to the Future was set in 2015. Blade Runner's date is rounding the corner. So while we collectively look to see what fiction imagined, we find ourselves living some innovations that weren’t imagined, or perhaps were not imagined the way they manifested. We do not have driverless cars, but cars that park themselves are here, and Unattended Train Operation (driverless) transit is already in use. 

So while technology continues forward, often the most sophisticated algorithm in the world still doesn’t quite get it.  While I’m always awed that the PC Plus program has a pretty good idea when I need more popcorn, a product I don’t consume on a cyclical basis, there are times when a little decorum and humanity is needed.

The recent episode with Uber comes to mind. In the middle of a rash hostage taking in Australia, Uber’s booking system noticed an unexpected uptake in cab usage – you know from people running for their lives – and the system’s usage metrics kicked in and started upping the cab fees. An innocent enough reaction given circumstances that fall within normal range, but, clearly, in this case a place where a touch of good old human metrics would ‘get it’. Similarly, but quite so crudely, this year’s Facebook ‘year in review’ feature took posts with the most “Likes” and used those posts to create a snapshot of a person’s year. The part the coders failed to get was the sometimes, in a method of support, people - myself included -  will Like a post that isn’t necessarily positive, but in a show of support, say when a goal isn’t reached, or a loved one passes on. 

I consider myself an amateur enthusiast of analytics and the part that I find the most interesting is the story part of the analysis, but in both telling and creating stories, options have to be considered. We all know computer code doesn’t do so well with grey concepts. And truthfully, it’s almost impossible to consider all angles, a human fault, but consideration to how people act and use features should be part of the story here. The Uber example was almost impossible to predict; the idea was the increase cab fees during peak demand times, like the end of Saturday night, or after a major sporting event, or even more vindictively during a transit shutdown or major storm. A concept, not loved, but understood by anyone who tried to rent a car over a holiday or book a hotel room for a major event. But the Facebook situation isn’t that far of a reach, and yes the post is editable, but the articles I found mentioned instances where a loved one who had passed away, was featured in this auto generated post, and understandably was startling to those users.

Most of these systems are pretty ubiquitous. Like the popcorn, or the Amazon recommendations, or that fact that certain government bodies that might be watching my consumption habits in order to be keyed in to my potentially devious plots… unfortunately what they found out is that I buy a lot of makeup and eat a decent amount of pizza. Revelatory, I know!

I had a tersely written, complain-y description of the automated job search filters currently in use. Needless to say, since I’m actively looking for work, perhaps, a bit of human review might make the entire process just a little more fruitful, for both parties.

Similarly trying to track down an answer to a question on a government form used to be a tedious task of being puzzled, reading complicated language on a website and sometimes in a fit of exasperation, calling to listen to options on an automated phone system. Although my last few interactions with government were very human indeed, I was assigned a person who handled my case, answered my questions, and who I talked to each time I needed information. And believe me when I say, it’s rather unsettling to get straightforward, logical answers from your government.

As we mature into this technology - and we all use it. Algorithms suggest what we might like on shopping sites, on movie sites, when browsing for the next thing to read perhaps we, the royal we, will get better at considering situations that may not fit the norm, and require intervention. However when thinking in evolutionary terms, we humans may be the weak link, but I think we’re still best equipped; after all our gray matter considers all the colours.

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.

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.