The Importance of Earnest Service

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When service or communications are poor, customers must wonder whether an operation is being run for them, the owners or the staff.

It may be none of the above.

Frequently the marketers run the show. Many are enamored of technology, to heck with whether or not the hip, new effect does the trick. It’s more important to appear to be cutting edge. Take revolving digital screens that move so quickly that customers can’t read and/or absorb the information fast enough. This isn’t a good choice for a fast food restaurant–or for anything else if the fast-moving screen features more than a few words with an image.

Hot & Spicy McChicken Photo: McDonalds.fandom.com

Britton O’Daly wrote “Wait, Where Did That Burger Go? Diners Struggle With Fast-Moving Digital Menus,” in The Wall Street Journal. In one example a customer was frustrated because he didn’t catch the name of a new chicken dish at McDonald’s so instead of waiting for the screen to return–he feared holding up the line–he ordered a burger. I wonder why he felt he couldn’t ask for “one of those new chicken dishes?”

That customer may have been intimidated by marketers who are also in love with the cutesy names they give their products. To be considered “in,” there’s pressure to use them. I break out in a rash when forced to order coffee at Starbucks [I admit you rarely see me in there]. If I want a small coffee with skim that is how I will order it. You can keep your Grande, Venti and Trenta. Phooey.

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Back to the original subject. O’Daly wrote: “Digital billboards are now everywhere, and companies love them. The only problem: people have a hard time reading them.”

This harkens back to an amazing looking logo in an unreadable font that also irks me. What’s the point?

Why is the public intimidated into ordering food or drink using the names a company gives it? Why does management put aside common sense and allow marketers to incorporate the latest widget or gadget to communicate with the public even if the vehicle doesn’t do the job? And why does a marketing department, or its advisors, lead its clients down so many primrose paths?

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How do you know you can trust a brand to keep its products in business and parts available for as long as you need them? The question doesn’t apply anymore just to major appliances, motor vehicles, furnaces, solar energy technologies and gadgets like VCRs, CDs and DVDs. The subscribers to Microsoft’s E-Library know what it’s like to be left in the lurch. I heard about their loss on NPR.

Lulu Garcia-Navarro and Josh Axelrod reported “Starting in July, Microsoft will be closing its e-book library and erasing all content purchased through the Microsoft e-bookstore from devices. Consumers will receive a refund for every e-book bought.”

Photo: e-library.co.za

I read traditional books but some of my best friends rely on e-books. I’d be irritated if I’d paid for a book and was left hanging at a crucial juncture when Microsoft pulled the plug.

Garcia-Navarro interviewed Aaron Perzanowski, a professor at Case Western Reserve University, who pointed out that losing a book you’ve annotated and use in your job is more than exasperating. Think of lawyers, teachers or academic researchers who have spent time to study a book and write themselves virtual Post-It notes on manuscripts. The additional $25 refund doesn’t make this customer whole, said Perzanowski who also wrote the book “The End of Ownership: Personal Property in the Digital Economy.”

“In a University of Pennsylvania Law Review article, Perzanowski found that users are often misled when they click the ‘Buy Now’ button, thinking that they’ve gained permanent ownership of digital content.

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“‘You can go out and buy a car and you think you own the car because it’s parked in your garage,’ Perzanowski says. ‘But in reality – how it functions, who can repair it, what replacement parts are compatible with it – all of that is controlled through software code. And, so I think that line between the physical and the digital is getting increasingly blurry.’”

The culprit is a tool called Digital Rights Management or DRM software. “Your car, your smart home appliances, your home security system – all of these systems have software that allows for this kind of control over how the devices are used, and I think we’re going to see these same sorts of situations crop up in the context of physical devices that are being used in people’s homes.”

Have you lost the use of something you owned because there are no parts available to repair it or did you learn that, like the e-books you bought, you really didn’t own it at all? Do you factor in shelf life when buying things for your office or home or are you resigned to short-lived pull-by dates on almost everything but processed honey with its forever lifespan?

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Get the feeling that Big Brother is closing in and that our lives are under an increasingly powerful magnifying glass while we join in like gleeful children without weighing the ramifications? Recently I wrote about Walmart’s gaining access to homes when no one’s there to deliver groceries to the fridge. In June 2015 I wrote “Service of strangers knowing more about you than your family does.” Today I cover Amazon’s plan to “get more people using its services and locked into its Alexa ecosystem,” as Christopher Mims wrote in The Wall Street Journal.

In “Amazon’s Plan to Move In to Your Next Apartment Before You Do –The tech giant has figured out a way to get millions of its smart speakers into homes without consumers lifting a finger, as property managers bring in Alexa to manage tenants,” Mims reported that already 25 percent of Americans own some kind of smart speaker, the lion’s share belonging to Amazon.

Amazon’s Alexa-controlled Echo speaker. Photo: amazon.com

The brand’s Alexa Smart Properties team, a little known part of its Alexa division, is “working on partnerships with homebuilders, property managers and hoteliers to push millions of Alexa smart speakers into domiciles all across the U.S.” The division offers hardware and software at a discount as well as “new ways for property managers to harvest and use data.” Voice based wish lists and shopping habits of an increasing number of users will propel Amazon ahead of the competition in the rental and new home construction market according to Mims.

“Amazon has figured out a way to get into millions of homes without consumers ever having to choose its hardware and services in the first place.”

Alexa, which some call a personal assistant, responds to its owners voice and carries out tasks. Echo is one of Amazon’s hands-free, voice-controlled speakers.

Mims reminded readers that renters, buyers and hotel guests “may not be aware of all the parties monitoring their smart-home interactions.”

He continued “  ‘We envision a day when you can say ‘Hey Alexa, pay my rent,’ and it will transfer that money from a resident’s bank account,’ says PayLease chief executive Dirk Wakeham.”

Great: Now everyone knows your bank account number and how much rent you pay.

Thanks to smart phone technology, property managers also benefit: They save money, wrote Mims, because they can easily cut back air conditioning and heating in vacant apartments; provide access to units by contractors and change door locks.

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Americans appear to be walking the plank on this one without blinking twice. I witnessed another example of passivity at a favorite store in the suburbs  last weekend. A long line at checkout developed an offshoot and nobody at the juncture said, “The line ends over there.” I went to customer service asking for a staffer to direct the line and sort out the confusion. The woman turned her back on me saying “I know.” Such acceptance makes me nervous. I fear that Americans are setting themselves up to be whacked for takeover by nefarious souls–like a golf ball on a tee.

Add surveillance to passivity and the sum is more than creepy, don’t you think? Are city folks more inclined than suburbanites to speak up in public? Do people signing up for or playing ball with smart speakers–installed where they will live or visit–realize what they are giving up? If your hotel room had a smart speaker/spy would you ask that it be disconnected?

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Daily we hear of hacking that’s happened either to a friend, big corporation or organization. It’s a form of break-in. I think it may have inured the public to the normalcy of loss of privacy that gorges on volunteer personal intrusions. Think such smart speakers like Alexa and Amazon Echo.

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Maybe that’s why Walmart and Amazon have or are about to introduce a new wrinkle to their delivery services. In select markets, both will or do arrange for access to a customer’s home to put food in the fridges of the former and leave packages in a home, garage or car trunk in the latter.

Citizens of Kansas City, Mo., Pittsburgh and Vero Beach will be the first to officially invite Walmart delivery staff to put perishables in their refrigerators through a program slated for a fall launch called Walmart InHome. [The system was tested in New Jersey.]

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In “Walmart Wants to Put Groceries Into Your Fridge,” Sarah Nassauer wrote “The workers will wear a body cameras [sic] clipped to their chests, allowing customers to watch live streams of deliveries being made while they aren’t home.” She reported in her Wall Street Journal article that they’ll have access to homes via a smart lock that connects to the Internet allowing a door to unlock remotely. Wallmart sells the device.

Delivery staff for the service must have worked for the company for at minimum a year. “Not everyone embraces the concept at first, but just as people have gradually accepted renting out rooms in their homes through services like Airbnb Inc, ‘people are very quickly comfortable with it,’ said Marc Lore, head of Walmart’s U.S. e-commerce business.”

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The Amazon service, Key by Amazon, wrote Nassauer, is for Prime members in 50 cities. Fresh groceries aren’t involved. In another program Via Prime Now customers get orders from Amazon’s Whole Foods division on doorsteps.

Not every delivery business received the mega company’s stamp of approval. Sebastian Herrera reported last week in the Journal that Amazon is deep sixing its restaurant delivery service.

Would you be comfortable inviting strangers into your kitchen or your home, garage or car trunk when you’re not home? Do you think comfort level for this kind of trust may be higher in some parts of the country than others? Have privacy-breaking services like Alexa and Amazon Echo paved the way? What if you’re in a meeting or otherwise inaccessible when you need to unlock your front door remotely with no time to watch while the delivery person with body camera drops off your perishables? Do you think that this person—or the staffer who packs the order–will be trained to leave foods like tomatoes and bananas out of the refrigerator and on the counter?

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It’s bad enough when you’re not paying attention and you email James Doe instead of James Doener because you let auto suggest have its way with you. Most people have done this or received correspondence for someone because of it. I cringe at a few of my bloopers.

Now it turns out that a record of your purchases could possibly be shared with others. Peter Rudegeair wrote about it in “Square Sends Millions of Digital Receipts, Sometimes to the Wrong Person From surprise gifts to pending divorces, misdirected notifications result in spilled secrets.” Square is a service that allows companies to accept mobile credit card payments via a gizmo inserted into the port of a phone.

In one example Rudegeair wrote about a friend who learned that the credit card owner was getting a divorce because she received a copy of a detailed lawyer’s receipt for the retainer.

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In another a spouse received a detailed digital receipt, before Christmas, of gifts that were supposed to be a surprise. Because she was getting the blame–and had never before had so many complaints for her service–the local retailer asked Square to disable the automated digital receipt function two years ago.

Rudegeair reported that if a spouse signs up for a digital receipt program for a card they share, they both get them. The partner may not realize this. A florist “has gotten calls from spouses who had surprise gifts spoiled by an errant receipt,” he wrote. The florist added “God forbid anyone was having an affair. You’d see everything.”

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Rudegear wrote: “Square has forwarded receipts documenting transactions as mundane as a cup of coffee and as sensitive as an obstetrician’s visit to people who were uninvolved in the purchases, according to emails reviewed by The Wall Street Journal. In some cases, neither the purchaser nor the recipient could say why Square sent receipts to the people it did.”

According to a Square spokesperson “digital receipts could be received by the wrong person for a variety of reasons, including consumers sharing a credit-card number, accidentally sending the receipt to a recycled phone number or seller or buyer error.”

Customers signing up for digital receipts is a profitable sideline for Square, Rudegear reported: “Square has a window into spending patterns that few other tech companies can match. By supplementing that data with contact details that shoppers provide to Square for the purpose of getting digital receipts, the company is able to assemble expansive profiles of consumer behavior that it can use to run marketing and loyalty programs for its small-business customers.”

Have any of your digital receipts gone rogue? Are you concerned that they might? Now that you know a glitch like this is possible, would you cancel the digital receipt option on your credit card?

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I was on a Manhattan bus stuck in traffic last Saturday. Just outside my window was a fascinating feat of construction dexterity. Sitting across from me was a little boy glued to his phone as his parents were to theirs. He missed the giant beams balanced in the teeth of a construction truck inching to their temporary resting place inches away.

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Countless toddlers similarly stare at phone and tablet screens while the person pushing their strollers chats on the phone. Both miss opportunities to communicate as well as fun things to see from dogs and store windows to characters on the city streets they pass in a place like Manhattan.

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Turns out the children are doing more harm to themselves than substituting one dimensional scenes for the world around them. According to mayoclinic.org, “The American Academy of Pediatrics discourages media use, except for video-chatting, by children younger than 18 to 24 months. If you want to introduce digital media to children ages 18 to 24 months, make sure it’s high quality and avoid solo media use. For children ages 2 to 5, limit screen time to one hour a day of high-quality programming.”

The Mayo reported that “too much poor quality screen time has been linked to: obesity, violence, loss of social skills, irregular sleep schedules and shorter duration of sleep and behavioral problems.”

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New World Health Organization guidelines used even stronger language. The title of Jen Juneau’s article in People is “World Health Organization Now Recommends No Screen Time for Children Age 1 and Younger.” Instead, parents and caregivers should do what many have done for decades: read and tell stories to their children. For children up to two, WHO doesn’t recommend they watch TV or videos or play computer games either.

Juneau wrote: “With children aged 2 to 4, ‘sedentary screen time should be no more than 1 hour; less is better.’” She added that some experts disagree. “The WHO’s advice ‘focuses on quantity of screen time and fails to consider the content and context of use.’” said the director of research at the Oxford Internet Institute at the University of Oxford.

“The new WHO guidelines come almost three months after a study published in JAMA Pediatrics that found that ‘Excessive screen time has been associated with various negative outcomes, including cognitive delays and poorer academic performance’ in children,” Juneau reported.

According to the study on Mayo.com, “children younger than age 2 are more likely to learn and remember information from a live presentation than they are from a video.”

I conjecture that plenty of parents think they are giving their children a leg up by starting them on computers as young as possible. Others may appreciate quiet time when a little one is absorbed by colors and movements on a screen. Publicity about the WHO’s recommendations came out last week and yet I still see countless toddlers in strollers staring at phone screens. Goodness knows what’s happening at home. What will it take for caregivers to get the message about the dangers of screen time for young children? Do you see benefits for little ones to be conversant with the latest gadgets since babyhood? Is reading and telling stories to little ones out of style?

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What amount of screen time is best for children in school and at home? Some feel that being comfortable using internet-connected devices is the best way to stay current and be job-ready when the time comes. Others fear that too much screen time is a damaging distraction.

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As of this September, French children from three through 15 must turn off or leave at home their smartphones, tablets and other devices when in school. CNN’s Rory Smith reported that it’s up to each school whether older school children have the same restrictions. The French education minister said that the law, which passed by 62 votes to one, is to keep kids from the “phenomenon of screen addiction…. to protect children and adolescents.”

Lucille Grippo, who lives an hour and a half north of NYC, has three school aged children. She wrote me: “Our school district had a viewing of the movie ‘Screenagers.’ As a parent of teens it was eye-opening. I am one of the few that wish there was less tech in schools. It’s a double edged sword. It certainly makes life easier for teachers and students alike but I wonder about the affect on the brain of so much screen time.”

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Lucille has learned how fragile brains can be from firsthand experience. If her name is familiar it’s because in January I re-posted a blog she’d written, “Why a Calendar is so Important to Me” in my post, “Service of Calendars and Miracles.” This young mother had suffered cardiac arrest out of the blue. At first, due to cortical blindness, she couldn’t see numbers and days on a calendar. Aphasia blocked connections that deciphered what appeared to be strange symbols. She also couldn’t read emails and posts on a computer screen..

After fierce physical, occupational and speech therapies and ferocious determination, her eyesight returned and today she even drives. When circumstances beyond her control forced her away from the “screen” and “offline” she realized how easy it was to step away. Reluctantly returning to her iPhone, tablet and laptop she recognized how the world around her operates on a paperless, electronic, and digital way. Sometimes her brain still has screen time overload.

Back to the documentary. Filmmaker Delaney Ruston, MD’s “Screenagers” synopsis begins: “Are you watching kids scroll through life, with their rapid-fire thumbs and a six-second attention span?” She wonders about the impact and friction at home and in school over the some 6.5 hours/day children spend looking at screens. The film explores “struggles over social media, video games, academics and internet addiction.” It includes “insights from authors, psychologists, and brain scientists and reveals how tech time impacts kids’ development and offers solutions on how adults can empower kids to best navigate the digital world and find balance.”

Photo: independent.co.uk

Dr. Ruston writes the blog Tech Talk Tuesday. In a recent issue she reported: “Fact: Schools experience pressure to have tech on their campuses from tech companies, administration, and others. Schools want to do well by their students and tech has been sold as a quick fix. For example, schools keep hearing from tech and curriculum companies that ways to ‘personalize and customize learning’ is right around the corner.

“Unfortunately, it has been a very long corner with no impressive results yet,” she added referring to a New York Times article, “The Digital Gap Between the Rich and Poor Kids is Not What We Expected.” The Times reported that Utah, with no funding for a traditional program, has 10 thousand children enrolled in an online preschool. “…one can see how the screen has stepped in,” she wrote.

Her research showed that grades and emotional well being were improved when schools had stringent policies restricting cell phones. The devices were permitted by 66 percent of public middle schools vs. 34 percent of private schools in her study.

Do you think a child restricted from free access to online devices will fall behind his/her peers? Will eliminating the distraction help children focus on school? Might there be less online bullying? Are you distracted by your phone and the siren call of checking what’s up on social media and your email box?

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Shiny Apple

Some upgrades are amazing. Apple gave my iPhone 6 a new lease on life with a recent upgrade that allows it to act pretty much like one of its pricey new phones. I read that this was the latest marketing strategy for the company that formerly encouraged customers to upgrade frequently.

iPhone 6. Photo: gadgets.ndtv.com

Even so, hearing the word “upgrade” these days sends shivers my way and, in my experience, for good reason.

No Service Self Service

Have you tried the new USPS self service mailing machines? They don’t work. I don’t mean they are complicated—they literally don’t function and the old ones worked like a charm.

I tried to use several at the Grand Central post office on different days and at a satellite office with no employees. The former wouldn’t respond to light or heavy finger touches by me and countless others who ended up behind me on line for a clerk; the scale didn’t work in the latter which was problematic because I had a package to mail.

Exploding Devices

Last week almost 3,000 new body cam devices were pulled from use by the NYC police department. Why? One exploded.

Out of Order Train App & Info Man

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The Metro-North app. “TrainTime” has issues. I couldn’t link from the TrainTime app to the specifics about substitute busses for trains I usually take so I stopped in at Grand Central Station’s customer service desk. The link was dead last Friday. The attendant explained that Metro-North needs to upgrade the app. He also misinformed me about the bus situation. Fortunately, another staffer set him—and me—straight. His excuse: “I just got to the desk.”

Not My Car

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General Motors emailed to tell me that my 2016 Chevrolet has a soft tire and to bring the car in for service. I knew this had to do with the 2016 we turned in for a 2018 earlier this year because that car always had tire issues. So I informed the dealership, from which we’ve bought and leased cars for 20 years, that GM needs to update its records. When we first dealt with the dealership our salesman took care of everything and there was never a hiccup. Since then it has upgraded with specialists in various areas of the business. This is the second such glitch we’ve encountered since we leased the 2018 model so the specialists aren’t clicking our info in all the right places.

Does the word “upgrade” excite you or make you anxious? Was it always thus? Have you encountered either super or dismal results from a recent upgrade?

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I’ve never wanted live-in help, not that I’ve had that option. I couldn’t relax or have an argument in peace. Unless I needed round the clock nursing, I wouldn’t want a non family member around all the time to observe my habits.

For this reason I cannot imagine inviting into my house a smart speaker like Amazon Echo or Alexa, Google Home, Home Mini and Home Max or Sonos One. The speakers allow voice commands to control tech elements in a home, office or hotel room. Fans consider them as helpers; I see them as potential giant eavesdroppers by total strangers.

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Amazon Echo boasts 15,000 skills. It can buy stuff on Amazon while it supports smart home devices. I’m perfectly happy to log on to Amazon if I need something or open Facebook on my smartphone, but I’m clearly alone. According to techcrunch.com, 39 million Americans own one.

Strangers already know far too much about us. In “What the Airline Knows About the Guy in Seat 12A,” Scott McCartney wrote in The Wall Street Journal, “Airlines know a lot about you, from date of birth and home address to travel patterns, vacation preferences, beverage purchases and whether your last flight was good or bad.”

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In the same newspaper, Laura Stevens wrote: “Echo home speakers mistakenly recorded a private conversation and sent it to a person in the owners’ contact list, an incident that raises questions about the security of such voice-operated devices.” The title and subtitle of her article say a lot: “Amazon Alexa-Powered Device Recorded and Shared User’s Conversation Without Permission–Amazon said the incident involved a series of misunderstandings, with words being confused for commands.”

Kim Komando, the computer/digital lifestyle expert, shared a news brief on WCBS radio last week announcing that as a result of a deal between Amazon and Marriot-owned hotels, there will soon be an Alexa smart speaker in every room. You can ask it to have housekeeping bring you more towels, make dinner reservations and have easy access to all hotel amenities. It’s a sales win for Amazon but not so hot for your privacy. She didn’t sound so tickled about the “advancement” either.

Stevens concluded: “‘The privacy side has not been fully fleshed out with digital assistants,’ said Gene Munster, managing partner at Loup Ventures, a venture-capital firm specializing in tech research. Digital assistants still need more training to interpret commands and language more perfectly, he said, something that consumers should consider with the devices in their homes. ‘Eventually we’re going to get it figured out’ but it’s not there yet, he said.”

Do you really want a cake on your airline seat should you be traveling on your birthday or would you find that creepy? Do you mind giving up privacy so you can say, “Turn on my TV” or “Get me more towels,” instead of clicking on the remote or picking up the phone in your hotel room? Would you be tempted when the technicians have a better handle on ensuring that there would be no glitches in transmitting your commands or would the privacy issue still prevent you from jumping in to join the smart speaker craze?

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2018 Malibu

A friend was refused a credit card offered by a cashier along with a special promotion at a store she frequents. She has a top credit rating. The cashier didn’t explain why her application was declined and she’d forgotten that she’d frozen access to her credit reports.

I, too, was tripped up by a frozen credit report. This post is to remind folks who protected themselves from the Equifax debacle or who froze their reports for any other reason to remember they’ve taken the step and to tuck the PIN numbers from credit services in a handy place.

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In my last post I wrote about my experience identifying myself to my auto insurance company when we were leasing a new car. I didn’t remember which PIN number they were asking for—I have so many for that company–and ran into a second wall when my answer to “What’s the name of your child?” was “I don’t have one.”

Turned out we weren’t out of the woods once we’d cleared the insurance hurdle.

Starting from the beginning, we were at Ruge’s Chevrolet in Millbrook, N.Y. the last Saturday in April. We’d become, uncharacteristically, the kind of indecisive customers salespeople must detest. We finally leaned in favor of one model, but didn’t care for the color of the car on the lot. Fire engine red isn’t us. So we chose a different model.

I’m not used to being this finicky. Our salesman of many years, Barry Lang, was cheerful and patient as we zigged and zagged and although he didn’t show it, he must have been happy to see us leave [while wondering: “What happened to them?”]. It wasn’t the last of us. We had an appointment to pick up the new car Monday morning—the day the lease on our other car expired.

Barry Lang, Ruge’s Chevrolet

Not long after we left, Barry called to ask me to lift the freeze I’d put on my credit file at TransUnion. He gave me all the information I needed to reach them and I immediately tried online as the office was closed until 8:00 a.m. Monday. But my social security number was not in the system. [I knew that wasn’t accurate!]

When I updated Barry, saying I’d return to the city to retrieve my TransUnion file Sunday and grab the earliest train north Monday morning, he told me to relax, to stay put and to enjoy the weekend in the country.

Monday 8 a.m. I answered all the questions of the TransUnion agent until he asked for my PIN number. When you freeze your account, you get this number in a letter mailed to your official residence. I was sunk. The number was in the city. I was 90 miles away.

In the end, I was lucky: I reached David Reich, an associate whose office is next to mine and who was at work early. He found the paperwork and PIN and I was back in business.

The rest of the procedure at Ruge’s was seamless. Barry showed me what was new about the car. In fact, he shot me an email a few days afterwards urging me to contact him if I needed a refresher about the new technology or features. The new car has no key, for example. I start and stop the car by pressing a button.

The glitches were my fault. Remembering how smoothly everything had gone in previous transactions either buying or leasing a car from this company I came unprepared. The hiccups were caused because I’m not yet used to how I’m forced to protect myself from hackers. I didn’t come armed with the appropriate PIN numbers.

I’m grateful to TransUnion for protecting me from potential scofflaws as, no doubt, is my friend, even though she couldn’t glean the goodies offered by the retail store’s promotion.

Have you been blocked from making a purchase because of a credit report freeze or didn’t you freeze yours? Have you found it more complicated than previously to make large purchases involving credit these days?

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