Friday, November 27, 2015
Often, as a customer, I feel for the service staff who are trying to deliver a quality product.
When I have a choice of lines to join - such as at a supermarket - sure, the first thing I look at is "how fast is the checkout person working". But pretty quickly i look at the people who make up the line.
Does that person look like the type who will dither with credit cards, get confuaed about prices or try to pay their $30 bill in silver coins?
In the academic literature it's referred to a "co-creation" where the consumer is an imporant part of the quality of the final product.
So for an airline - for instance - you're only as good as your least inconsiderate customer.
Wouldn't it be great to have separate lines for customers who have their stuff working, and the ditherers? Just my luck I'd be in the wrong line when i have a dithering day.
Tuesday, November 24, 2015
"About 20m from landing a tandem skydive, a freak wind twisted Tony’s parachute causing him and the teenage boy strapped to him to drop to the ground. In his last moments Tony positioned himself to protect the teenager from the worst of the impact. Devastatingly for everyone who knew and loved him, Tony didn’t survive his last act of bravery. Tony had been in the military for over 20 years so this certainly was not his first act of bravery. While serving his country in some of the world’s most hostile places Tony put himself in danger countless times to protect others."
Update: My heart breaks, but go with God, buddy.