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How to Complain – The Squeaky Wheel Gets the Grease

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Have you ever been screwed by a company? Have they sent you the wrong item, or an empty box, or left your order backordered for so long that you can’t even dispute it with your credit card company any more?

What can you do?

I know you’ve heard the phrase, “The squeaky wheel gets the grease.” That means, he whines loudest, gets the most. The thing is, you have to whine effectively, or you’ll just get round-filed.

Targeting Subsystems On

Who you complain to matters more than what you complain about. The clerk at your local big-box retailer isn’t going to refund your online purchase. You need to complain to someone who can make a decision to help you. First, find the customer service email address. Next, if you are complaining about a recurring service, find the retention department’s email address. Finally, find the email address for absolutely everybody Vice-President or above for that company, including the board of directors. Go to their website, find the email for some PR drone and figure out the format. First.Last@Company.com or FirstInitial.LastName@Company.com or whatever. Look up the company in Google Finance and translate everyone’s name into the email format. You might not have the perfect list, but it should be close.

Target Locked On

Now that you know who you are about to blast, what are you going to say? A few things to include are:

Your contact information. If they can’t get back to you, they can’t make it up to you.
Details of the problem. Include the date of purchase, date of delivery, and a detailed description of what actually went wrong.
Scanned copies of receipts.
Any names of anybody you’ve had to deal with, either in the original transaction or when the problem occurred, if you have the names.

Engage!

What to say, what to say?

Don’t be abusive. It’s okay to be angry, and it’s okay to let them know your are angry, but swearing or threatening their lives will–at best–only get you ignored. Worst case, threats are illegal and they can pass your email along to the police.
Stay brief. It doesn’t matter that your daddy took you to Starbucks to use their free wi-fi when you were just three years old. Don’t talk about that time the aliens abducted you or how sad you are that they never call like they promised they would. Keep to the point. “This is who I am. This is what happened. This is what I want you to do about it.”

Send that sucker out. If you feeling particularly perturbed, send a CC to your state’s Attorney General and any possibly related regulatory agencies. I tend to save this step for round 2.

Book Review: The Art of Non-Conformity

Reviews

We grew up in a world of expectations: Eat your vegetables, don’t poop on the carpet, do your homework. It continues right up to “Go to college”, “Get married”, “Having a dozen kids”. Are those the expectations you want to use to guide your life?

Chris Guillebeau, author of The Art of Non-Conformity (the blog and the book) puts the question like this: We we were younger, we heard “If everyone else was jumping off of a cliff, would you do that too?” In theory, that meant we were supposed to think for ourselves. Yet, as adults, we are absolutely expected to conform and do the things everyone else is doing. Work your 40, take a week’s vacation once a year, and repeat until retirement or death.

Is that our only choice?

The Art of Non-Conformity attempts to be a guidebook, showing you how to live the live you want to live. Chris has made a lifelong series of decidedly unconventional choices, from dropping out of high school to attending 3 colleges simultaneously to spending 4 years as a volunteer in Africa. For the past few years, he has been working his way through visiting every country in the world. He is an expert on non-conformity.

The books tells a lot (a LOT) of stories of people who have either made the leap into a self-defined life or people who have done nothing but talk about taking that leap while staying comfortable in their soul-numbing careers.

The Good

The Art of Non-Conformity is an inspirational book. It spends a lot of time explaining how to break through the wall of fear to take control of your like. More important, it explains why you’d want to. It does not pretend to define how you should live your life, it just provides the framework for the mentality to help you make that decision for yourself.

The Bad

If you’re looking for a step-by-step guide, complete with a list of possible work-alternatives, this isn’t the book for you. This book approaches lifestyle design from the conceptual end rather than the practical. If you want a practical manual, I’d get the 4 Hour Workweek by Timothy Ferris. Ideally, you should get both. They complement each other well.

Overall, I thoroughly enjoyed the book. If you’re considering taking a non-standard path or just hate the career- or life-track you are on, you should read The Art of Non-Conformity. I’m planning to read it again in a couple of weeks, just to make sure I absorb all of the lessons.

Book Review: Delivering Happiness

Finance, Reviews

In April, I was given an advanced reader copy of Delivering Happiness by Tony Hsieh on the condition that I give it an honest review. Delivering Happiness is being released today and here is my review.

Tony Hsieh was one of the founders of LinkExchange, which sold to Microsoft for $256 million in 1999. Shortly thereafter, he became affiliated with Zappos.com and ended up as CEO. Zappos.com was later sold to Amazon.com as a “wholly-owned subsidiary” in a stock-exchange transaction valued at $1.2 billion.

Delivering Happiness is his story and that of the creation and management of Zappos.com.

The book is divided into three sections: Profits, Passion, and Purpose.

Section 1 is largely autobiographical. It tells the story of Hsieh’s business ventures all through his life, from a failed worm farm to a failed newspaper to an abandoned greeting card business. Obviously the business of having children sell greeting cards had improved between his childhood and mine, because, when I did it, there were many more choices than just Christmas cards. I still have both the telescope and microscope I earned selling overpriced greeting cards. An important lesson imparted is that past success is not an indicator of future success. Different personalities, goals, and economics can change the result of two nearly identical activities.

Hsieh tells the story of the excitement of building LinkExchange and how he knew it was time to move on when the excitement faded, largely due to a surprising change to the corporate culture. After leaving, he spent some time just living and reviewing his past activities. He came to the conclusion that the happiest times of his life didn’t involve money. Doing things right beats strictly maximizing profits. Taking business lessons from the poker table, he reminds his readers that the Right Decision may lose sometimes, but it is still Right.

When he gets into building his business on a foundation of relationships, he is reminiscent of Keith Ferrazzi. Don’t network. Build your relationships based on friendship and let the friendship be it’s own reward. The rest will follow.

Section 2–while denying it was intended–reads heavily like marketing copy. It is almost entirely about how wonderful Zappos.com is to work for and with. I think it is fascinating to read about how successful businesses are built and how the corporate culture comes with that, but it’s not for everyone. The important points from this section include being open to necessary change without being reckless and their insistence on transparency. I don’t believe in hoarding information and it’s wonderful to hear others feel the same way. They go as far as giving all of the profitability and sales numbers to the vendors, live, which makes the vendors feel respected and gives the vendors an opportunity to suggest future orders based on past trends. That saves time and effort for the buyers at Zappos.com.

Section 3 attempts to tie the business lessons to life lessons and almost–but not quite–succeeds. After discussing differences in vision and alignment between the Zappos executives and the board, he talks about his growing speaking arrangements. When he started, he nervously memorized his presentations, resulting in mediocre speeches. When he discovered his “flow”, it all improved. His method of writing and speaking involves being passionate about his topic, telling personal stories, and being real. When he adopted that plan, his speaking became natural and popular.

In the final chapter, Hsieh actually discusses happiness. His equation is Perceived Control + Perceived Progress + Connectedness + Vision & Meaning = Happiness. He works to apply all of this as a part of the corporate culture at Zappos, giving the employees a measure of control over their advancement, duties, and culture. The employees help write the Corporate Culture book, which is given to all new hires and vendors. I intend to get a hold of a copy in the near future. It sounds like a fascinating read.

He also addresses the three types of happiness: Pleasure, Passion, and Higher Purpose, also described as Rockstar, In The Zone, and Being a Part of Something Bigger. The first is fleeting, and the last is long-lasting.

Would I recommend the book?

Yes. I found Delivering Happiness to be incredibly interesting, but, if you have no interest in how a successful-but-not-traditional company is built and run, or if you are bored by successful people, this book is not for you. The book is largely autobiographical and a case study in the success of Zappos.com. If that sounds remotely interesting, you will not regret reading this book.

Now, the fun part. I was given two copies of the book. The first one is becoming a permanent part of library. The second is being given away.

Giveaway

There are three ways to enter:

1. Twitter. Follow me and post the following: @LiveRealNow is giving away a copy of Delivering Happiness(@dhbook). Follow and RT to enter. http://bit.ly/czd31X

2. Become a fan on Facebook and post about the giveaway.

3. Post about the giveaway on your blog and link back to this post.

That’s 3 possible entries.

Next Sunday, I will throw all the entries in a hat and draw a name.

Future Reviews

If you have a book you’d like me to review, please contact me.

Saturday Roundup

Life

I’ve spend the last 10 days at home with my two youngest kids. It’s been a lot of fun. It’s amazing watching them interact with each other and seeing how their imaginations works. It’s also been a helpful reminder that, if I don’t turn on the TV, they will happily find something else to do.

30 Day Project Update

This month, I am trying to establish the Slow Carb Diet as a habit. At the end of the month, I’ll see what the results were and decide if it’s worth continuing. For those who don’t know, the Slow Carb Diet involves cutting out potatoes, rice, flour, sugar, and dairy in all their forms. My meals consist of 40% proteins, 30% vegetables, and 30% legumes(beans or lentils). There is no calorie counting, just some specific rules, accompanied by a timed supplement regimen and some timed exercises to manipulate my metabolism. The supplements are NOT effedrin-based diet pills, or, in fact, uppers of any kind. There is also a weekly cheat day, to cut the impulse to cheat and to avoid letting my body go into famine mode.

I’m measuring two metrics, my weight and the total inches of my belly, waist, biceps, and thighs. Between the two, I should have an accurate assessment of my progress.

Weight: I have lost 11 pounds since January 2nd. This is crazy. At least part of this has to be due to the natural swing of up to 5 pounds from day to day, and part of it is due to the fact that I was wearing jeans when I weighed in the first time and cotton pajamas this morning. From now on, this is going to be the first thing I do on Saturday mornings, so everything is as consistent as possible. Another factor is that I’ve cut most of the crap out of my diet for a week. My body has been flushing garbage. But dang! 11 pounds in a week. I’m a bit excited.

Total Inches: I have lost 5.5 inches in the same time frame. This is proof that it’s not just water that I lost, which is where first, dramatic losses usually originate in a diet.

The loss seems a little bit nuts. Here’s hoping it stays consistent.

Best Posts

Your retirement account shouldn’t be an optional investment. Do you know how to maximize retirement savings?

I’m a big fan of making extra money. Money Crashers lists 6 sites to help you rake in the cash, without needing any special skills.

Unclutterer is giving away three Fujitsu Scansnaps. I want one of these is a way that isn’t quite right.

I’ve been moving to LED lights instead of CFLs for a few years. CFLs make lousy security lights in Minnesota in the winter. They take 5 minutes to get to full brightness when it’s cold. LEDs last forever.

LRN Timewarp

This is where I review the posts I wrote one year ago.

I posted about the difference between bribes and rewards and the problems inherent in trying to buy good behavior.

Lesson 2 of my budget series went live, detailing my monthly bills.

We made some changes to our budget plans that haven’t worked very well. Over the course of the last year, every one of these ideas has either been partially or totally abandoned, but it’s working for us.

Carnivals I’ve Rocked

How to Complain – The Squeaky Wheel Gets the Grease was included in the Carnival of Personal Finance.

3 Things You Need to Know About Homeowner’s Insurance was included in the Festival of Frugality.

Thank you! If I missed anyone, please let me know.

Get More Out of Live Real, Now

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You can subscribe by RSS and get the posts in your favorite news reader. I prefer Google Reader.

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You can send me an email, telling me what you liked, what you didn’t like, or what you’d like to see more(or less) of. I promise to reply to any email that isn’t purely spam.

That’s all for today. Have a great weekend!

Book Review: Turning Pro

Book Review

I’ve got a big to-read pile. It’s got approximately 200 physical books and 400 ebooks on it.

I may have a problem.

I’ve also been going through a massive decluttering/organizing phase. It must be a phase because I’ve never been so dedicated to cleaning out my stuff before.

The combination is interesting for me. I can’t throw out the books because they’re books. Books aren’t for the garbage, they are for reading, savoring, sharing. Gotta read ’em.

Since I want to organize and declutter, the books need to be read before they can be moved to my “already read this” bookshelves with their 2500 new brothers and sisters.

Did I mention I may have a problem?

My solution is simple. I put a book I’ve been meaning to read in my upstairs reading room. I put another book I’ve been meaning to read in my downstairs reading room. Depending on where I am when the…err…need to read comes upon me, I’ve got a book that isn’t my current fiction read ready to go. I just have to make sure the book doesn’t fall into the sink. (If you’re slow, this means my reading rooms are what other people call bathrooms.) Other people bring their smartphones into the reading room, but I’m trying to better myself. Facebook isn’t going to do that for me. And yes, this means I’m currently reading 4 books at once. (Reading room #1, reading room #2, kindle[fiction], kindle[non-fiction])

The first book in the series is Turning Pro by Steven Pressfield.

Hated it.

That was easy.

Now, I like Pressfield’s fiction. Gates of Fire was one of the coolest takes on one the most bad-ass battles in recorded history. It’s good.

I’m not a fan of his non-fiction, though. Turning Pro is all about how to “Tap your inner power and create your life’s work.” Wonderful! I want that.

The problem is that he forgot to include that part. The entire book can be summarized as “Drop everything and make your work happen. You can do it! (cue hippie-woo-feelings). If you don’t succeed, it’s your fault. Go flip a burger.” It’s all true enough, but hardly worthy of the time spent writing a book. I’m glad I got it free.

Read Gates of Fire instead.

Book Review: Social Nation

Business, Reviews

I recently had an opportunity to read Social Nation: How to harness the power of Social Media to attract customers, motivate employees & grow your business by Barry Libert. Heckuva title.

Libert is the the CEO at Mzinga, which is a company that connects other companies–and their customers–using social media to collaborate and communicate. Social media is, quite simply, using the internet to drive interactive communication. This includes Twitter, Facebook, and forums. Sometimes, it’s just discussion, sometimes, it’s sharing user-generated content.

Social Nation “will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services.” It bills itself as a “complete toolbox” for social media. Does it match the hype? Let’s see.

The book is broken into three sections.

Part 1: The Future of Business is Social

Libert asserts that the future of business is social. That is obviously true, to a degree. A solid viral marketing campaign can drive more eyeball to a product than a full-page spread in the New York Time or a 30-second spot during Super Bowl halftime. However, there are a lot–possibly a majority–of business-to-business companies that will gain no value from a social media campaign. Would a regional supplier with an exclusive distributorship for a top-name line of faucets benefit from being on Twitter? No. On the other hand, 17% of our time online is spent on social applications and the fastest growing demographic on Facebook is 35 years old or older. There is certainly some value to be gained by have a social media presence in some markets.

This section(all of chapter 3!) also contains a link to a test to determine your social media skills. I haven’t taken the test, mainly because I don’t feel like registering for another site. This struck me as nothing more than lead generation, which is a shame. It could be a useful tool.

Part 2: Seven Principles for Building Your Social Nation

This section has seven chapters, containing 7 case studies that detail the 7 principle of social media, as defined by Libert and Mzinga.

The principles include:

Let the culture lead the way, as demonstrated by Zappos.com.
Involve your fans. The big takeaway from chapter 8 is that, when you create a community, your job is to facilitate involvement, not to control it. If you try to run it with an iron fist, it will choke and die.
Reward others and you will be rewarded. Apple lets developers keep 70% of the money they make in the app store. That encourages developers to develop, making everyone more money. Give. Karma will take care of the rest.
There are 4 other principles, but some are just common sense, and I don’t want to give away the contents of the book.

Part 3: Start Today and Create Your Own Social Nation

aka

Chapter 11: How to Get Started and 10 Pitfalls to Avoid

Section 3 has just one chapter, but it’s a good one. It explains the difference between followers and fans, the value of each and how to bond with each. The difference? Fans are actively involved. Followers are far more passive.

This section/chapter also goes into some things to avoid, like abandoning a social media strategy too early, failing to market your business, underestimating the power(positive and negative) of a social network.

Is it worth getting the book?

Social Nation bills itself as a complete social media toolbox, but it falls a bit short. The book tackles social media from a purely strategic point of view, ignoring the tactical concerns. It’s clearly geared toward helping a company plan its social media strategy from a 10,000 foot perch. For the people in the trenches, or anyone with a grasp of strategy that’s looking for the details on running a social media campaign, it’s not enough. That said, if you are trying to plan a social media strategy, or you have no idea where to start, this is a great book for you. It holds a lot of value, but stops some distance before “complete”. Definitely worth a read if you are involved is social media planning.

Giveaway

I’m giving away Social Nation. If you’d like to have a chance to get it, just leave a comment, telling me how you like to see companies use social media. Fair warning, this is the book I read, so it’s “used”. I take care of books, so you can’t tell that it’s used.

Publishers, Publicists, and Authors