Sunday, March 11, 2018

Do Less, Than Obsess

Reading a great book right now and it encourages us to Do Less, and than Obsess.  It is a great read, and I encourage everyone to read it.

Thursday, November 2, 2017

Just one more reason to love iRobot (roomba)

I just got off technical support with Shenel from iRobot Roomba technical support.  When I get great service like this, I feel the need to publicly thank the company and recognize the employee.

Shenel was great from the first hello and very patient while I uploaded images she needed to help me.  Turned out that my unit needed repair but wasn't technically under warranty.  She told me she would try to help me out and went off for a few minutes.

A few minutes later, she came back on and let me know they were able to help me out and get me a working roomba if I would just ship back my old roomba and pay the return shipping.  ABSOLUTELY I agreed.

iRobot did not have to replace my unit but they chose to.  They don't know me but if they did, they would know that I have probably sold a few dozen Roomba's for them in the speaking engagements I do where I sing the praises of Roomba and have had several people tell me they bought roomba's based on my recommendation.  iRobot did not know this and yet they still treated me like a valued customer and went out of their way to make me happy.

From the first time I bought a Roomba, I was a big fan of the technology.  Now, I'm a big fan of the customer service too.

Thanks iRobot for a great product and a great customer experience.


PS To any iRobot employee reading this, please find Shenel from support and tell her how impressed I was with her service!

Friday, June 30, 2017

Zappos customer service is all that it is hyped up to be

I just got off the phone with Zappos returning several pair of shoes that I bought to try out. Tara, the customer service person, was incredible.  She really made it feel like she was a friend as she spoke to me. Sure, the service was great, but Tara was really relaxed and happy.  She was happy to chat but not too chatty.

She asked what I needed to exchange and what I needed to return.  She took care of it all quickly while asking questions to ensure I was getting what I wanted.  She offered either USPS or UPS for the return.  She kindly handled the need to return the exchange within 2 weeks to avoid a charge but that all the others shoes I had plenty of time.  The return label is emailed to me and my exchange will be here Monday.

Why in the world would I shop anywhere else for shoes?  I won't except for brands they don't carry.

The service is incredible and the prices are great.  

I've read the book, I've met Tony Hsieh after hearing him speak, and now I've experienced the reality first hand.   Read the book, buy their products:, enjoy their service, and learn from them.

Be like Zappos when you work with your clients.

Friday, April 14, 2017

A bad experience but I am back with Frontier

I canceled Frontier in January and they did not make it easy at all. I was paying a little over $200 a month for cable, internet, and phone.    First, I will share the bad experience and then get to why I came back and how the experience is.

When I called to cancel, I said I wanted to keep internet if they could come close to $50 a month (Spectrum offers $40).  They told me no, so I canceled TV and phone immediately with a plan to cancel internet as soon as I had spectrum.  3 days later, I had spectrum installed (it was a great experience) and called to cancel my internet immediately.

The agents both assured me there was no problem and that I would get my boxes soon. I got boxes for my cable boxes but not the modem. I shipped the cable boxes back immediately and waited for the modem.  After 2 weeks, I called again and was told I never canceled anything.  What?  I assured them I did. They then agreed to cancel all services AND backdate to my first and second call.  Ok, thanks.

Nope.  I get my final bill and it shows my cancelation was the last call which resulted in almost another $200.  I called but kept getting the runaround so I tweeted about it.  The social media team reached out to me and offered to help.  It was at least someone consistent but they once again told me I didn't cancel until the 3rd call.  I assured them I did and to listen to their recording of the first 2 calls.  It was not until I threatened to take them to small claims court that they finally gave me the credit.

My suggestion to anyone canceling frontier or other cable products, tell them you are recording the call as well and record it to play back if something happens.

My experience with Spectrum was good but not great. They gave me a good modem, installed on time and were pretty friendly during the install. Speeds were great.  I was happy with my $40 a month expense saving $180 a month using HULU, Netflix, and my HD antenna for local channels (along with Tablo to record shows especially on CBS which is not available on HULU).

I was happy.  My wife was less happy but was happy to be saving money.  She mentioned that she missed a few channels but felt it was worth it.  The next day frontier sent me an offer for $55 a month for TV and internet ( which goes up to $75 after 6 months.  This includes the cost of the modem, DVR, as well as HBO free for 2 years.  I figured for a few bucks more a month, making Kim happy was worth it.

Frontier installed the modem and DVR today. I was not expecting much but the installer who came but was exceptionally good.  He went out of his way to do things right and I realized how little Spectrum did when they installed the modem.  He really made spectrum look bad from the installation side of things (but Spectrum customer service has been much better).  I had moved some cables in the attic and he went up there and reconnected them without complaint. He added wall plates where I needed them and also added a remote extender without my asking as my cable box is behind my wall.   He did not leave until everything was tested and working.

Service matters and I really struggled with going back to Frontier based on their customer service.  Price also matters and Spectrum would not come close to Frontiers offering so I canceled.  If they had come closer, I would have stayed with Spectrum for the better service even at a few dollars.

I am hopeful that Frontier will improve their customer service. They clearly have done a good job with their installers or at least the one I got today.

I'm still all for cutting the cord. I have a lifetime subscription to Tablo (DVR for antenna) and my antenna still works.  I am hopeful by the time my special price ends in 2 years that the options like Slingtv (I tried and did not like) are better.  Yes, I know about KODI but that is just too much for me even though I know how to set it up. I am happy to pay for a service that adds value as long as it is a reasonable charge.

My technician was Daniel A from Carrollwood.  He deserves at least a pat on the back from his boss at Frontier for doing such a great job and starting my new Frontier relationship off on the right foot.

I can communicate with my son again thanks to SnapChat

Last week I took my 2 sons on a field trip to NASA with their school.  We had a good time and it was fun to see them interact with their friends even if I didn't love everything about the interactions.

My oldest son discovered snapchat during the trip and had a blast with his friends.  He was on it constantly.  He loves the silliness and ease of communications.  He was instantly addicted.

I have not been a snapchat fan installing it only to understand it.  Prior to last week, I think I sent 5 snaps total and still haven't built a story.  That all changed last week.

My son is 14 and rarely if ever replies to me on skype, text, or via phone.  I cannot stress how hard it is to get my son to reply to me on anything.  It was nearly impossible.

So this week, I started sending him simple messages via snapchat.  I get instant responses. I can once again communicate with my son when he is not right next to me.

I still do not get the snapchat business model overall nor do I agree with the valuation. However, for reaching the under 30 crowd (and I guess some of the hipster "olds"), it's pretty effective.  I hope it does not become a primary tool for me outside of my kids, but I guess time will tell.


Monday, April 3, 2017

Tampa Orlando Technology Speaker

An expert on the business of technology, Dale Denham engages local audiences as well as those around the globe on delivering value to the business through the innovative use of technology.  Dale was named Computerworld's premier 100 CIO for his exceptional technology leadership and innovative approaches to business challenges.

Dale speaks locally in Tampa and Orlando Florida, as well as nationally and internationally.  Rather than deliver an off the shelf presentation on technology, Dale works with event organizers to craft a presentation that meets event objectives.  Combined with his engaging presentation style, Dale leaves audiences and event organizers wanting more.

Dale has many standard presentations that offer value without customization including:

  • The Business of Technology
  • Business and Digital Transformation
  • How to Succeed with E Commerce
  • Growing Your Business with Online Advertising 
  • Selling in the Zero Moment of Truth

Dale also delivers presentations on general business topics based on his 20+ years in leading businesses but is best known for his mixing of business and technology.  

If you are looking for a technology speaker in the Tampa / Orlando area that focuses on business outcomes, Dale is the best choice.  With many great technology speakers nationally, Dale stands out from other speakers because of his highly engaging style.  In addition, whether your event is in Tampa or a global event, Dale will customize any presentation to support your overall event theme.

To reach Dale, connect with him at  A graduate of the USF College of Business in Tampa, Dale lives in Tampa, Florida with his wife and 4 children.

As a side note, while all of the above is correct and true, this blog was written to show the power of blogging.  Blogging is another topic Dale is happy to present at your event.

Monday, February 27, 2017

It's How You Choose to Look at Your Situation

I had a good morning.  I took the later flight out which meant I did not have to get up at 3:30am.  I was able to kiss my kids and wife and get them off to school and work.  I was able to walk the dog.   I was able to get some work done and still get to the airport with plenty of time.   I was upgraded.  It was going to be a good day.

Then, the flight was delayed. Only 30 minutes but with a tight connection, I felt confident I could make it.  As the 30 minutes passed and we still had not boarded, I called the Delta Platinum line and was told I could stay in Tampa until 6:42 and catch a flight to Detroit (It was almost 2pm). I decided to take my chance and get on the plan to Cincinnati. I arrived at 4:08. I made it to my gate by 4:10 (it was only a few gates down but I ran).  The door was closed but the plane was still sitting there.

The gate agent assured me in Tampa they would likely hold the flight if it was close.  Nope.  Not even for a Platinum (I wonder if I was still diamond...?).  I had made it on time but they close the gate 10 minutes early and I know this. So I wasn't too upset except that I had my expectations raised by the gate agent (not her fault).

The gate agent told me not to worry, I was rebooked through Atlanta 2 gates down and they were boarding.  OK, I headed off.  I got to the gate and they were oversold and I was not going to get a seat.  I didn't pitch a fit but I was annoyed.  I just smiled and asked him to make sure I got to PWM tonight or give me the vouchers they were giving everyone else (I somewhat hoped for the voucher).

10 minutes later he had me booked through Detroit to Portland.  I wasn't sure if I was happy or not. I had become a fan of the idea of getting a free ticket for my trouble.  I determined I was disappointed when I realized I lost my first class upgrade.

I stopped and looked at the situation realizing I was getting in about the same time (I had a long layover anyhow) that I had originally planned.  So why did it matter?  It mattered because I had elevated expectations and that was my own doing. I quickly reframed the situation. I was getting to my destination at the right time. I was not stuck in middle seats even if they weren't first class.  I had the sky club to sit in while waiting.

When things aren't going right, ask yourself if your perspective changed if things would be ok?  If so, attempt to reframe your expectation.  It made my night much better.