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How to Complain – The Squeaky Wheel Gets the Grease

: Image via Wikipedia

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.

Quit Smoking: My First Frugal Move…Ever

Finance, Life

: Image via Wikipedia

It’s nearly the 5 year anniversary of my last cigarette, so I though I’d bring this post back to the front page.

A bit over three years ago, we found out that my wife was pregnant with baby #3. When we decided to have #2, it took us two years of trying. Naturally, we assumed we’d have the same issues with #3. Imagine our surprise when it only took 2 weeks. At that point, we were getting ready to celebrate brat #2’s first birthday.

That mean’s 2 kids under 2. Two kids in diapers. Three kids in daycare. Baby formula again.

We weren’t making ends meet with two kids, how were we going to manage three? I dropped my pack-or-two-a-day smoking habit.

But, I’ve gone over that before.

This post is about how I actually quit.

Some Facts About Me

I don’t do things by halves; I tend to do things all the way or not at all. For years, my wife would ask me to cut back, to just smoke a little less, but that never worked. If I had cigarettes, I smoked them. I always had cigarettes. When I eat, I eat. I’ve never managed smaller portions. I used to drink a case of soda each week, just because it was there. Moderation has never been my friend.

As a corollary, I don’t cheat. At anything. Ever. Because of the above fact about myself. I don’t moderate myself when I give myself rules either. If I draw a line, I obsessively avoid crossing it.

The problem comes when I try to give myself a “gray area” rule. “Smoke less” always leaves room for “just one more”, which easily leads to “I only cut out one cigarette yesterday, so what’s the use?” I had to be done.

After smoking for fifteen years–more than a pack a day for at least 12 of those–that’s an intimidating thought.

The Plan

The first thing I did was set a day to quit. I chose the day after my Halloween party. Before that would have been setting myself up for failure. Booze, food, and long conversations in a smoking-friendly environment were just 3 of my many triggers. I always smoked more at my parties, so the day after, I didn’t feel up to smoking much, anyway. I’d just ride that wave of “I don’t feel like it” to to holy city of “I quit”.

I didn’t quit smoking the next day, I just quit buying cigarettes. That left me half a pack to curb my cravings.

I also knew that nicotine cravings are about the most distracting thing I’ve ever had to deal with. That doesn’t make for a productive computer programmer, so I bought a box of the generic patch that Target carries. I started with Phase 2, because I wasn’t interested in prolonging the process. I just didn’t want to spend my work days thinking about smoking instead of designing software. I needed something to take the edge off, without actually smoking.

My plan was to have the patch at work, so I’d be able to work and to stretch those last 10 cigarettes out, as long as possible.

The Result

It worked. The pack lasted 4 days, I think. I smoked during my commute and after dinner. I used the patch only when the cravings got to the point that I couldn’t concentrate. After a week, I stopped using it at all. A few days later, I had a particularly stressful day and cheated. I took 3 puffs of that cigarette and threw it away, because it tasted like crap and I wasn’t enjoying it. That’s when I knew I was successfully done smoking. It was a 10 day variation of “cold turkey”. More than 3 years later, I have an occasional cigar, but never due to a craving. The day I experience a nicotine craving is the day I burn my humidor.

That’s how I quite smoking, strictly to try to get my finances in line. That has saved me at least $10,000 over the last 3 years.

Make a Budget

Finance

: Image by r.lovewell via Flickr

In the past, I’ve gone through a detailed series of budget lessons demonstrating how to make a budget and showing my personal budget spreadsheet template. If you weren’t here to see them develop, you probably haven’t seen them at all. I’ve never built an actual index for those posts.

This is the master index of my budget planning resources. As I develop more, this will grow.

Budget Lesson #1 – In this lesson, I go over how we handle discretionary income and I explain our modified envelope system. The discretionary budget contains things like our grocery bill, or the clothes we buy. We have near-total discretion over what is purchased, hence the name.

Budget Lesson #2 – Lesson #2 contains the details of our monthly bills. These are the ones that are consistent, predictable, and actually due each month. Most people take these for granted as the bills they have to pay, but it’s not true. You can get almost all of your regular bills reduced just by asking. You would also be surprised what you can do without, when properly motivated.

Budget Lesson #3 – This is where I explain how we deal with the non-monthly bills. That is, the bills that have to be paid, but are not due on a monthly basis. I also share the personal budget spreadsheet template I developed. I am working on a few sample templates to match various imaginary scenarios. If you’d like to be an anonymous case study, and get free help setting up a budget, let me know, please.

Budget Lesson #4 – In this lesson, I describe our “set-aside” funds for things that will need to be paid eventually, but not on a set schedule. Sometimes, they are never actually due. We set aside money for the parties we throw, for car repairs and for a number of other things. A few of these items are outright optional, but they are part of what makes life fun. You can’t make a budget without including some of the extras.

Budget Lesson #5 – This is the companion piece to lesson 2. Learn how I’ve reduced–or attempted to reduce–each of these bills. For the better part of two years, I called Dish Network every few months to ask for a discount. For almost 2 years, it was granted. Then one, day, they told me they were putting a note on our account to keep us from getting any more discounts, so I canceled. 100% discounts help us save more.

Budget Lesson #6 – This is the reduction companion to lesson 3. These bills are harder to reduce. Have you ever successfully gotten your property taxes lowered?

Budget Lesson #7 – This is the reduction companion to lesson 4. Notice a pattern, yet?

Budget Lesson #8 – Here, completely out of order, is the reduction companion to lesson 1. Watch as I magically reduce–or rationalize–our discretionary budget.

So, dear readers, what part of budgeting should I address next?

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.

Debt Burnout

Finance

You’ve got a budget. You’ve got a debt repayment plan. You’ve been paying off your debt. You’ve even paid off a few of your smaller debts. Now you’re staring down the barrel of your big debts: your mortgage, a $30,000 credit card, maybe a car payment. You’re looking at months of payments with no quick wins; no more watching your debts die every few months. You’re in the middle of a very long slog.

All of the easy milestones have been reached and the next one is a year or more away. This is when debt repayment gets hard. How can you avoid getting burnt out doing the same thing, month after month, with no major visible progress?

1. Keep your eye on the prize. Try focusing on the end result, while ignoring the time it takes to get there. Do you have a reward planned for when you pay off your debt? If not, consider that to be your new shining goal-post. My wife and I plan on taking an Alaskan cruise when our debt is repaid.

2. Ignore the prize. If #1 doesn’t work for you, try focusing on just the current month’s progress. How much did you pay off this month? Was it more than last month?

3. Make micro-goals. Try breaking the long slog into bite-sized pieces. How fast can you pay off the next $1000? How many months will it take to pay off that TV you bought last year? Sometimes, meeting a smaller goal can make the whole works feel like it’s going by faster.

4. Take a snowball vacation. For just one month, take every dollar you would normally apply to your debt–except your required payments–and have some fun with it. Take a weekend trip, have a fancy dinner, or pick up that video game system you’ve been eying. Something. Anything to take your mind off of your repayment plan for a while. Be careful not to make this a habit or you will never get out of debt.

5. Start a blog to share your pain.

A debt snowball is a long, intense process. If you’re not careful, you can burn out and let the whole thing collapse. How do you avoid burnout?

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