A Better Solution

Selling used books online, I try very hard to correctly grade and describe the condition of each book I list for sale. The categories we use on Amazon are New, Used – Like New, Very Good, Good, and Acceptable. That is the easy part. The harder part is trying to sell the book and yet truthfully and accurately describe its condition. For example, I will often list a used book that has been read and yet looks as if it just came off the shelf at Barnes & Noble, as follows: Used – Like New. Almost mint! HBwDJ. If ever read, reader was extremely gentle! No writing, marks or tears observed. Packed in bubble mailer and shipped next business day. Money back guarantee.

I recently listed, sold and shipped a book that fit exactly that description (or so I thought). Upon receipt, the female buyer discovered several pages that contained highlighting. (I don’t turn every page, just fan through the pages a couple of times). And she was mad, Mad, MAD! It isn‘t very often that this occurs, but try as I may, it seems that I can’t help but occasionally miss a few flaws. Consequently I tend to include the phrase no writing, marks or tears observed along with Money back guarantee as my safety net.

She promptly sent me an email demanding all of her money back immediately because the book contained highlighting when I advertised it with no writing, marks or tears observed. She accused me of fraudulent advertising and if her money was not refunded immediately she would file a claim with Amazon.

Trust and customer service are extremely important in the conduct of my business. In my profile I state “I always strive to assure that you will experience a level of customer service above and beyond your greatest expectations! At Literary Nuggets your satisfaction is always guaranteed!” Consequently, I was willing to refund her money ($6.45 plus $3.99 postage) on the spot. However, in her anger and with her take no prisoners attitude, she failed to give me her name, address, name of the book or order number. All I had was an email address that did not identify her. So I responded, politely apologized for my oversight, explained that it was certainly not intentional, and that I would refund her money as soon as possible. However, to do so she would need to identify herself and provide me with her Amazon order number. She responded to my email two days later with only her name, address and order number. Nothing else. No comment whatsoever. And certainly no “thank you” for honoring my promise of a money back guarantee. I refunded her money and attached a note once again apologizing for my error. Also, I did not require her to return the book.

As my friend (and someone who knows me well) observed, she would have gotten exactly the same result if she had politely requested, rather demanded, a refund. In addition she unnecessarily allowed anger and negativity to affect her emotional state. I have been thinking about this experience quite a lot and, unfortunately, believe that it is indicative of the way many people approach getting satisfaction when they believe they have been wronged. They over react and consequently fail to get the results they are seeking just because they adopted an “in your face” and threatening attitude (I’m thinking unruly and demanding airline passengers, but that's a story for another day). I believe a better solution to assuring positive results would be to treat others as you would like to be treated. When I was a child my Sunday School teacher called it The Golden Rule.

The Grace of God

It occurs to me that not getting what one deserves is evidence of the grace of God.

My Friend Tim Russert

Tim Russert, the moderator of NBC's Meet The Press, died of heart failure on Friday. I feel like I've lost a close friend. Through the magic of television I was a devoted fan of Meet The Press. I loved to watch his unparalleled skill at interviewing his guests and digging for information and truth. But as the years passed I realized I was more interested in his stories of Luke, Maureen and Big Russ. That's how I came to know Tim. I learned about his Irish-Catholic roots and his pride in his hometown of Buffalo, and his team, the Buffalo Bills. He shared wonderful stories of the life lessons he learned as a kid growing up on the cusp of poverty, saved only by the work ethic of Big Russ and a devoted mother. Tim was the consummate professional. As a journalist, he rose to the pinnacle of his profession and was respected by those who sat opposite him. He walked among giants, but from my perspective, I truly believe we all looked up to him. Not because of his position and power, but because of the essential goodness of the man. He loved his family and he loved his country and he loved us. I will miss his smile. I never met him, but I will miss my friend, Tim.

Changing Behavior and Making a Difference

I hear a lot about global warming, going green, protecting the environment, etc. Usually, to achieve many of these worthwhile initiatives, we would have to quit using spray deodorants, recycle our garbage, start using public transportation, or turn off the street lights along the beach during the season when the sea turtles are busy burying their eggs. In almost every case we would have to make some sacrifice, or at the very least, change our habits to be good stewards of our planet. Frankly, I’m a little skeptical about how much we as individuals can do to stop global warming. However, I do see some areas where I believe we can have an immediate impact on the beauty and cleanliness of our environment.

Have you ever noticed that our sidewalks are virtually coated with black spots of used chewing gum? Remember the game we played as kids…walking along the sidewalk and trying not to step on a crack. The next time you go into any public place of business, I challenge you to try not stepping on any gum spots. It is almost impossible! I don’t know why we are so inconsiderate of our neighbors by polluting our environment in such a thoughtless and careless manner. But I would suggest that this is one of the easiest places to change our behavior and make a difference in improving our environment.

The answer is very simple. Let’s just keep the gum in our mouths until we can put it in a trash can. Or at the very least, wrap it up in a tissue and put it in our pocket until we can find an appropriate place to dispose of it. If we can’t do either of the above, then maybe we should just quit chewing gum. Of course there are other remedies for the problem. In Singapore you would incur a severe fine and/or suffer the humiliation and pain of caning for such disregard of the public sidewalks and the pedestrians who use them. From my point of view, spitting gum onto the sidewalk makes about as much sense as spitting it onto my living room floor.

Another area where we can change our behavior and improve our environment is to quit throwing cigarette butts on the ground. Not only are they unsightly, there is always the possibility that they can be a fire hazard. Please, use ash trays! Can't find one nearby? No problem. Military drill instructors have long endorsed (quite enthusiastically I might add) the technique of "field stripping" cigarette butts in such situations. If you are not familiar with this procedure, simply tear open the cigarette paper, scatter the remaining tobacco to the wind, and then pocket the filter (if there is one) and paper until you can find an appropriate place for disposal. Of course, the best and most obvious solution is to quit smoking. Not only will this reduce pollution of the air we breathe, it has the added benefit of improving our health.

And finally, is it really that much trouble to put fast food containers, napkins and cash register receipts in trash cans? Here's something to think about. If we wouldn't want our neighbors to throw chewing gum, cigarette butts and trash into our yards, why would we throw it into their yards? Changing our behavior is such a simple act. More importantly, it is the first step in making a difference with regard to the environment we share.

The War

There was a time in my life before television, computers, space travel, ATMs, the internet and ipods. Frankly, I'm amazed by the progress of technology in my lifetime. Even as a child with a very fertile imagination, I never dreamed of the world that we live in today. Just a few years ago scanners were introduced to supermarkets. Today, thanks to the magic of electronics and technology, you can be your own supermarket cashier. You can scan your purchases, bag them, read the total cost, charge it to your credit card, and get a receipt all without the help of an employee.

Corporations around the world spend billions of dollars on research and development trying to create widgets and gizmos to do jobs we've never even thought of that are somehow supposed to make our lives easier (and more profitable for them). It is these products and applications that will give them the edge in the global competition for our dollars, yen, euros and rubles…the standard by which corporations measure success. Make no mistake about it, this is global economic war and the stakes are enormous.

In their efforts to prevail on the battlefield, these opposing armies spare no expense to be equipped with the latest and greatest tools with which to assure victory. Boards of directors pay ungodly sums of money to mercenaries to lead the troops. And yet I'm always amazed that as smart as these corporate chieftains are supposed to be, they almost always get it wrong. It isn't the generals who win wars…it's the troops in the trenches!

A few months ago I went into a boutique card shop to buy a birthday card for a friend. The store was manned by the owner equipped with a cash register and a phone. Finding an appropriate card, I approached the counter with money and card in hand and placed them on the counter. I was the only customer. And then the phone rang. For the next few minutes I stood patiently while the owner answered numerous questions, explained store hours and gave detailed directions to an unknown caller who somehow jumped ahead of me in line. When she attempted to give directions to the caller for the third time, my patience ran dry. I returned my money to my wallet, left the card on the counter and voted with my feet.

Now I am sure the proprietor of the card shop had great aspirations for success as a small business owner. No doubt that, in addition to her time, she invested considerable capital in her lease, fixtures, stock, and advertising. But as talented and capable as she may have been, she failed to recognize that as a trooper in the trenches of economic war, the goal was to get the money. She lost the battle, and if my message wasn't clear enough, she's going to lose the war.

More recently, my grocery bill was being tallied by a cashier who failed to greet or even acknowledge me. Not wanting to inconvenience and delay the customer behind me, I anticipated the amount I would owe and held four twenties at the ready. When the total appeared on the screen she took my money, made change and handed it to me with a receipt. She then started her robotic process all over again with the next customer. She never even said hello!

Now I'm a pretty simple guy with a moderate amount of self-esteem so I don't need a lot of stroking. But, at the very least, that lady owed me the courtesy of a simple "thank you" because I am one of the people who make it possible for her to have a paycheck. If she had said "thank you" with a smile, that would have been even better. But unfortunately, as a trooper in the trenches, she wasn't perceptive enough to understand the importance of my presence in her checkout line. And neither were her corporate generals or she would have been trained to recognize that importance. I no longer shop in that store. Both she and the generals lost that battle. I wonder how much longer until they lose the war?

First Life

Hearty crocus triumphantly peep

Through melting snow, once white and deep

Ending winter's long quiet sleep

The promise of spring that we now reap

My Name

Who is this man who claims my name?

Does he honor or burden it with shame?

Will his deeds pass the scrutiny of flame…

when the measure of this man is all that remains?