I can’t decide if it was really great customer service or really poor customer service. 10 days ago thunderstorm/lightening knocked out voice/net access. Four or five days later, Sprint got the voice up but no DSL. They told me a tech would arrive today between 10:30 and 12:30. After a couple of calls he got there at 1:00 p.m. Nice kid but admitted right up front that he didn’t know much about “this computer stuff” and called in the DSL guy. Five hours later, the DSL guy admitts he’s stumped and call Monica (not her real name). Monica doesn’t even do tech support anymore more is really the only one for a hundred miles that knows how to trouble-shoot the Tough Ones. She was amazing. I lost track of how many IP addresses she could remember. She got me back online and made it look easy. After six hours. If DSL guy hadn’t known Monica and been willing to call her, I still would not have DSL. You could pull my fingernails out and I wouldn’t give you Monica’s name. She’s mine.
How companies re-invent themselves
“…it’s easier to invent a Wal-Mart from the ground up to replace Sears than get Sears to reinvent itself.” — Hugh McLeod
Foul!
I thought I mentioned it here but couldn’t find it. A long time ago, when John Ashcroft was governor of Missouri, he played in a benefit basketball game. I think is was The Governor’s Office vs. The Media.
I somehow wound up on the media team. I don’t fault Mr. Ashcroft for ringer-ing himself with a bunch of gigantic state troopers but this photo of W reminded me what a mean and dirty brand of ball the governor played. Anyone that’s played much pick-up ball knows this type of player. First to swing an elbow…first to scream foul…and incredulous if anyone dared call him on a foul.
The photo of Bush makes me wonder how often he got his ass kicked as a kid.
The Daily Show’s Stephen Colbert
on covering the GOP convention: “We want to find out actual information about Republicans. We want to know where the pods are, where they’re grown, and we want to photograph them before they’re harvested.” Next to XM’s “Everything, All the Time,” The Daily Show’s “The Most Trusted Name in Fake News” might be the best tag line ever.
We the Media
“The Internet is the most important medium since the printing press. It subsumes all that has come before and is, in the most fundamental way, transformative. When anyone can be a writer, in the largest sense and for a global audience, many of us will be. The Net is overturning so many of the things we’ve assumed about media and business models that we can scarcely keep up with the changes; it’s difficult to maintain perspective amid the shift from a top-down hierarchy to something vastly more democratic and, yes, messy. But we have to try, and nowhere is that more essential than in that oldest form of information: the news. We will be blessed with new kinds of perspective in this emergent system, and we will learn how to make it work for everyone.
Blogs and other modern media are feedback systems. They work in something close to real time and capture — in the best sense of the word– the multitude of ideas and realities each of us can offer. On the Internet, we are defined by what we know and share. Now, for the first time in history, the feedback system can be global and nearly instantaneous.” – Dan Gillmor’s We the Media (pg 236)
Who should read this book? Newsmakers, the reporters that cover them and anyone that reads, watches or listens to those reports.