December 2006 Archives

My photo of Jimmy Kelly's steakhouse, taken during the EDC Mission Trip to Nashville this summer, has been selected by Schmap for inclusion in their Schmap Nashville second edition.

Download a copy of the Nashville guide or one for any of your favorite cities:

One of the advantages of owning your own business is the ability to say when your Christmas vacation will start.

In order to fully enjoy the holiday season and spend more time with family, friends and the dogs (who have been sooo neglected these past few weeks), our offices will close at Noon today and will remain closed through Tuesday, January 2. We'll return on Wednesday, January 3.

Merry Christmas and Happy New Year!

For years, I've told people "never underestimate the power of a good pair of black pants." Today, my quote was immortalized thanks to Sara K. Clarke in the Daily Business Buzz, the Orlando Sentinel's new online newsletter (note, if you click on the Buzz link after today, you'll find someone else quoted; it changes daily and right now they don't appear to be archiving the issues).

Why black pants? Here are a few of my favorite reasons, culled from the very long list I've developed over years of standing in my closet contemplating what to wear this time:

1. You can wear them more than once and noone will know, even if it's within the same week (not that I've ever done that, of course).

2. You have peace of mind wearing them. You don't have to worry about the wind showing more than you want the world to see during an outdoor press conference. Knock your coffee in your lap when your boss walks in and finds you surfing bare-chested photos of Rob Lowe on the internet? Wipe the spill off your chair, noone will see it all over your pants.

3. They can be dressed up or down.

4. Black is a slimming color. Too much pizza this weekend? Don the black pants and noone can tell.

5. Black is a power color. Ever heard of a yellow power suit?

6. Everything goes with black. Forget to pick up your white shirt at the dry cleaners? No worries, pull another color out. It will match!

7. Black is elegant. "Black tie" is considered to be the most formal of attire.

What are some of your reasons for wearing black pants? Leave a comment and let me know.

Michael Prospero over at Fast Company points to a "must read" for anyone who's ever had to deal with the language barriers and interminable holds faced by Dell computer customer service.

Like Michael, I'm not a fan of suing someone to get results, but having experienced the challenges with Dell's customer service many times (we have 6 laptops and one desktop -- all Dell -- in the immediate family), I sympathize with the disgruntled customer on this one.

What could Dell have done differently?

For the sake of good customer service and favorable PR, both of which directly impact the bottom line of any business, the more appropriate, not to mention econonmical, response would have been to simply replace the customer's lost laptop (with a brand new laptop, not some refurbishment) and honor the balance of the extended warranty for which he paid. At the very least, it would have been much cheaper than a high-priced law firm in New Jersey.

Your customers are your greatest asset; without them, you have no business. The old service principle "the customer is always right" might not always be the case, but if you want to keep customers, you should at least give them the benefit of the doubt. Remember, a happy customer may tell a friend or two, but an unhappy customer will tell everyone!

CNET's Community Help & How To newsletter is dedicated this week to James Kim, the 35 year old CNET editor who died trying to save his family when they got lost in the Oregon wilderness over the Thanksgiving weekend.

A member of CNET's Buzz Out Loud podcast forum has suggested nominating Kim for ABC's Person of the Week. Submit your nomination via the online form.

I was invited to a reception and private tour of "Our Body: The Universe Within" last night at the Orlando Science Center, so my husband and I went. The exhibit was fascinating!

There are over 20 authentic human bodies and more than 200 "parts and pieces" displaying everything from bones and muscles to veins and organs. Literally, every part of the human body is on display.

It may not be for the very squeamish, but having attended an autopsy (research for that homicide novel I'm still working on), I found it more educational than creepy. Actually, it was quite interesting to see in "real life" how the human body is assembled. It's much more engaging than a sicence class or anatomy book.

The length of ISBNs (International Standards Book Numbers) will change from 10 to 13 digits effective January 1, 2007.

According to the ISO (International Organization for Standardization), in its current format, the ISBN system would have run out of numbers:

As a result of electronic publishing and other changes in the publishing industry, the numbering capacity of the ISBN system is being consumed at a much faster rate than was originally anticipated when the ISBN system was designed for printed books in the late 1960's.

I wonder how long before the system will need to move from 13 to an even higher number.

There are still a few seats left for tomorrow's Get Net Safe event hosted by the Orlando Regional Chamber.

Representatives from the Federal Trade Commission, the U.S. Chamber and Microsoft, as well as other experts on the issue, will be on hand to provide an overview of best practices for cyber security and specific advice for businesses to protect themselves.

Details:
Tuesday December 5, 2006
11:30 a.m. - 1:30 p.m.

City Events at Lake Eola
409 East Central Boulevard
Downtown Orlando
show map

Register online.

Josh Hallett points to an article in which he was quoted in the Florida Times Union over the weekend. The article underscores the power a disgruntled customer can have to affect, positively or negatively, a company's reputation.

Dissatisfied with the response from Shands Hospital to his concern over a post-surgical infection, a patient set up a "Sucks" website and has encouraged other disgruntled patients to post their stories. A Shands VP's "no comment" response to the reporter doesn't do much to enhance the hospital's image in this story.

Most people tend to read "no comment" as "we have something to hide." A better response may have been "Unfortunately, the patient privacy laws prohibit us from discussing individual cases, but I can say that we are dedicated to patient care, as U.S. News and World Report continually recognizes by identifying Shands as one of the best hospitals in the nation."

On a side note, I was pleasantly surprised to see Jonathan Bernstein also quoted throughout the article. Jonathan and I belong to a PR discussion group and he always offers keen insight and valuable advice.

Josh Hallett is blogging from the America Marketing Association's Mplanet conference going on right now in Orlando.

In a recap of Brian Kardon's presentation yesterday, he pulled this interesting definition:

Social computing: A social structure in which technology puts powers in communities and not corporations.

Josh is doing a great job covering the conference. I almost feel like I'm there (except I haven't had my shower and I'm still in my t-shirt and sweat pants).

Josh is joining me at the PRSA Sunshine District board meeting this afternoon. I invited him to meet with my board and talk about the logistics for PRSA Blog Week that will kick off in January.