Kathy and I have maintained two separate blogs for the past few years, but the times are a changin. This will be my last Blog under Legends Tech, however I will leave the previous posts up for the foreseeable future. In the meantime, I will be contributing to the official Legends Of America Blog (http://legendsofamerica.blogspot.com/), with interesting tidbits on what's new, featured travel spots and of course Kathy and I's wild travel adventures in the American West.
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Legends Of America Tech
Blogging about the work behind the scenes at www.LegendsOfAmerica.com
Thursday, August 13, 2009
Friday, May 29, 2009
Customer Service Please
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It's been a while (almost a year) since I've blogged here, but something happened today that reminded me just how important customers are to Legends Of America, and how being a fanatic about customer service is a rarity in today's business world.
Kathy and I both are sticklers for good customer service. Someone pays too much for shipping, through no fault of their own, we make sure to refund the difference asap. Someone has a complaint about a product they received, we do everything we can to make it good. Someone finds a problem with the web site, whether it be incorrect information, or a broken link, we do everything possible to correct the issue as quickly as possible, or help the user understand the information better. The bottom line is people have a choice, and we want to continue to be that choice for our readers and customers.
Last week I bought a new laptop for our business at the local Micro Center. I added more bells and whistles, including a 3 year platinum protection plan, winding up spending over $2500. I left it there to be upgraded and didn't get a chance to pick it back up until a couple of days ago. The service people were very nice and friendly, and my overall customer experience was good.. until I got home that is.
After taking out the computer box from the bag, then opening the box (these details aren't important until next paragraph), I found that the technician had apparently forgot half my power cable. I had the power adapter, just not the other end that plugs into the wall and adapter. Not a big deal, I'm sure they are a dime a dozen, but since I already spent quite a bit of our technology budget on this one laptop, I figured I would call and request that they find the missing cable. The tech that answered was courteous and went to the back to find it, but couldn't. No problem, he said they would get me another one and just come by the next day to pick it up.
So today I went back to Micro Center to pick up my cable. After getting a blank stare from the young gal up front, she had her supervisor go to the back to investigate. Not too long after he came back up with a power cable for my adapter. Happy ending right? It could have been, except for the fact he just couldn't take responsibility for their mistake. He said, with a scowlish grin on his face, looking at me like I was trying to pull a fast one for a freebee, "Your power cable must of fallen in the parking lot when you left, but here is another one". Well now, that would be a trick since it was packed neatly in a box, then in a bag. I'm sure that power cable just rolled right out of the plastic and the box and the bag since I must be very irresponsible with how I hold things while I walk through a parking lot.
My point is simple. This very small statement from a supervisor turned what could have been a good customer service experience into a sour event. I could have very easily walked away with the memory of Micro Center being very helpful, courteous, and responsible (which overall they were), however my memory now is that one statement, putting the blame back onto me, the customer, instead of simply apologizing and handing over the cable with a smile.
I'm sure this is written about ad nauseam, but business owners should be more critical of their customer service. While I don't expect top notch treatment at the local burger joint, I would have expected a little better after spending that much at a computer store. I think it makes it worse to get it from a supervisor, as the employee's surely look to him for leadership and knowledge. Is this the kind of knowledge you would want your employee to gain? Despite the fantastic service I received otherwise, do you think this store will be my first choice when making my next computer purchase?
Labels:
computer,
customer service,
legends of america,
micro center
Saturday, August 2, 2008
Wrapping Up Adventure One View at a Time - Day 6 through 9
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The trip from the airport last night wasn't fast enough. I had just landed from three days at our Dallas office, which is a short trip, but the end to a long two weeks of travel. Kathy and I had just wrapped up our vacation Tuesday, and didn't get home until after 11pm. My flight to Dallas was the next morning at 6am, so I really didn't consider it being home...Might as well have been another Super 8 stop over. I was finally coming home though, at least for the next two weeks. As I made the exit from I-29 to 635, getting ever so closer to the Kansas border, my mind started sifting through the last few days of our Ghost Town adventures.
Our plan was to backtrack down Highway 12, then down I-90 a short ways to Deer Lodge as our first stop. Home to the Old Montana Prison Museum, this was a great side trip to all the ghost town adventures, getting a good feel for life behind bars in a prison that was active for 100 years starting in 1871. Kathy proclaiming as we toured the cell blocks "Remind me to never kill you, I wouldn't want to wind up in a place like this!" Thanks babe, I know the trips been a long one, but it's nice to know you need a reminder ;).
After the prison adventure and a tour through another old west museum, we hit the road again back up I-90 with a just a few more ghost towns on the way, including Montana's first gold discovery at what's now called Gold Creek. Not a lot left there, and you really had to hunt for signs of yesteryear. After finally finding a pond with some old mining equipment in it, we set our sites for the treat of the day, Garnett.
This ghost town is one of Montana's best preserved and least visited, and is kept up by the BLM and a preservation society. On both public and private land, they won't let you drive into this
The rest of our day would take us on a side trip along the Salmon river through some gorgeous country down to Shoup, then backtrack to 93 for our stop in the town of Salmon. Didn't have any hotel reservations, and there were only 3 or 4 to choose from, but we got lucky and landed at one right at the edge of town by the river. It's a crap shoot sometimes with locally owned hotels, and this one was on the edge. Good enough though for a nights rest, with the river right outside our door.
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After a great stop in Arco it was finally Monday, our last day of travel. This day would take us through the farming areas toward Idaho Falls, then out to Swan Valley and back north a bit on highway 31 into Victor and Driggs. Our main goal of the day was the Grand Tetons, since o
We were definitely through with the flat lands by this time, and going up into the mountain range just east of the Tetons, coming into Wyoming on highway 33. Incredible drive that finally brought us to a point overlooking Jackson Hole. Coming down the mountain we ventured off on to highway 390 toward Teton Village, then up into the Grand Teton National Park. It was a beautiful day and there were plenty of vacationers venturing the same way. This entry is a gateway not only into the Tetons but also Yellow Stone if you had the mind to keep heading north. Our goals weren't that lofty though so we targeted Jenny Lake as our deepest point into the park.
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I've already written about our experience with United Airlines the next day, the only thing I missed was that by the time we reached Kansas City on Frontier airlines, one of our bags was still in Jackson Hole, the other somewhere in Denver International Airport. Fine, I didn't need my deodorant anyway, despite the fact I was up at 4am Wednesday morning to hop another flight to Dallas on business. Luckily the Hilton Garden Inn up the road from the Dallas office had what I needed to get by.
No ghost towns on my agenda for quite a while. Finally home for the next two weeks before making business trips to Brazil, two trips to Dallas and Amsterdam all in a 4 week period. For now I'm enjoying the memories of a wonderful vacation and incredible adventure through yesteryear. Be sure to read all about the old west towns we visited on Kathy's blog and of course Legends of America. In the meantime I'll snap a few while out of the country and share, but it just isn't the same as this incredible nation we call home.
Labels:
Deer Lodge,
Driggs,
Ghost Towns,
Grand Tetons,
grave stone,
Idaho,
Jackson Hole,
legends of america,
Montana
Tuesday, July 29, 2008
Kansas City is a long way from DIA
Hey, this is reminiscent of my post on 7/19. Here I am again, in the smoking lounge of Denver International Airport, staring out at the same gate (B-37). Once again United has delayed us, this time going home. I know I haven't finished blogging about the rest of the trip yet, and will get to that soon, but internet here isn't that reliable for uploading photos.
At least Kathy looked up United guidelines, and found that if there is a delay of more than four hours, they will attempt to get you on another airline. So instead of having to wait from 3:30 to 8:15 tonight, we only have to wait until 6:51pm Denver time to catch a Frontier flight to Kansas City. I'm only home for a few hours though because some DORK booked me on a 6am flight to Dallas for work tomorrow morning. Oh...I guess that DORK is me. Anyway, just enough time to pack another bag, sleep and go. Can't wait to blog about the rest of our Wyoming, Montana and Idaho adventure. Ran into some more beautiful scenery and some strange mysterious things in cemetary's that I'm sure I'll be talking about.
Promise to catch up on the rest soon. Thanks for stopping by.
At least Kathy looked up United guidelines, and found that if there is a delay of more than four hours, they will attempt to get you on another airline. So instead of having to wait from 3:30 to 8:15 tonight, we only have to wait until 6:51pm Denver time to catch a Frontier flight to Kansas City. I'm only home for a few hours though because some DORK booked me on a 6am flight to Dallas for work tomorrow morning. Oh...I guess that DORK is me. Anyway, just enough time to pack another bag, sleep and go. Can't wait to blog about the rest of our Wyoming, Montana and Idaho adventure. Ran into some more beautiful scenery and some strange mysterious things in cemetary's that I'm sure I'll be talking about.
Promise to catch up on the rest soon. Thanks for stopping by.
Ghost Towning with Albert - Helena Region, Montana Day 5
Waking up Thursday morning at Albert's mountain cabin was a great change to the endless hotel rooms with crappy coffee and thin walls. Climbing down from the upstairs bedroom, then into the den where the open glass picturesque windows give way to an incredible view of the mountains surrounding us...in the kitchen, finding fresh ground espresso in a funnel filter, and a kettle of water ready to boil, and Kathy already up blogging about the past days adventures, relating her early morning viewing of the mule deer just a few feet away from the cabin at the salt licks laid out in the yard. I challenge anyone to find that at a Super 8.
Our next stop was Remini just off highway 12, again not really a ghost town as several residents live there. Although the drive in through the canyon was beautiful and the town had some picture qualities, we didn't stay long. Saw a cool ladder that had hung on wall too long and bowed without breaking a rung (didn't know that wooden ladders would do that) and read the locals rhetoric about the EPA and a superfund cleanup gone wrong, splitting the town folk into a feud of sorts. By that time we were ready for lunch, and Albert had the perfect place up the road in Elliston. Stoners Saloon is a local favorite for good hometown greasy cheeseburgers and a little flare. Posters on the wall of a 1991 Weekly World News story about how the owner captured Big Foot right before the annual Big Foot hunt still attracts visitors attention today, and makes for a good chuckle while soaking in the atmosphere.
Rules of Ghost Towning are pretty simple. Respect the property, don't leave anything and do NOT take anything. If it says it's private property, don't go there, and if it warns you of risk, heed the warning. It's those who disrespect the ghost towns of America that take away the history, forever removing the memory of what once was there. That was the case with the guy Albert and I ran into by an old mechanics garage near the edge of town. An area resident, who obviously see's this old stuff every week, and doesn't have the appreciation we do for the history there. He was proud to tell us about taking away the scrap iron to make money, and even talked about cutting up one of the old cars by the road. Once again it made me realize that what we see today may not be here tomorrow, especially in unprotected areas.
We spent a lot of time in Comet, including crossing the small stream over to the old mining buildings. They were in good shape, and stepping carefully, we stepped through the halls viewing the history and some quirkiness along the way. Like this boulder that seemed to have come from no where, crushing the floor underneath. No angle from the hillside to explain it rolling into the building, and the only hole big enough in the side wall, where outside it was downhill, not up. Did someone throw it through the wall somehow? Weird anyway.
It was starting to get late, and Albert and I were both concerned that we wouldn't make our final destination of Elkhorn on the other side of I-15. Practically had to drag Kathy from Comet, then on the road again, reaching Elkhorn, part of a Montana State park with little time to spare. This area is protected, and several residents live there. A couple of buildings are kept up for viewing and the rich history of the ghost town is documented well. We took the time to go up the road a bit more to the Elkhorn cemetery, where reminders of just how rough life was back in the 1800's shown in the grave stones of many children, who died within weeks of each other in the epidemic of 1889.
Next Blog: Back on the road, Marysville to Missoula and Prison along the way.
Monday, July 28, 2008
Butte to Marysville -Montana Day 4
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Kathy has developed several 'internet' friendships over the past five years. Readers of her website that provide feedback and general information that occasionally check in on Legends Of America. She had told me of one specific reader in Montana a while back who said if we were ever there to look him up. As time drew closer for our trip, Kathy continued to communicate with him, and he actually invited us to stay in his mountain home near Marysville.
Being the joker that I am, I started teasing Kathy even before we left Kansas City. "So, you never met this guy right? And he has a home in the mountains, away from all other's, with no phone right? Does he have a dungeon as well..he he he?" I poured it on pretty good... in fact so well that by the time we drew closer to his home I started questioning things myself. What we knew was that he had internet, but no phone service. We knew he had to drive toward town to get calls, and that he was completely isolated somewhere in the Helena region. "So what happens if we get there and this guy is some kind of serial killer?" Kathy wasn't too phased by my rhetoric, and we pressed on Wednesday morning with her internet friend as our final destination (of the day that is).
After Butte we move up I-90 and get off on Highway 1, the Pintler Scenic Route. Through Anacanda and up to Georgetown lake, this is another beautiful Montana drive. Once at the lake, turn right at the Ski Resort and just up the road a bit you run into Georgetown. This was on our list of ghost towns, but it isn't anymore. The resort area has taken over, and there are several homes there, but we didn't see any remnants of yesteryear. A short way's from Georgetown is Southern Cross, another mining ghost town. This one hasn't been taken over yet, however amidst the crumbling buildings of the 1800's were plenty of bull dozer's and workers clearing out places to build a new. It was one of those moments that you felt you may be one of the last people on earth to witness what Souther Cross was.
After Granite it was time to head back toward I-90 at Drummond, then down to Garrison where we cut off on Highway 12. We were supposed to meet Kathy's internet friend in Marysville, outside of Helena, at 4pm. Unfortunately as soon as we exited we hit road construction. 20 miles behind a follow me car that took an hour to get through. Quickly moving on to Helena, filling up with gas and a quick snak before hitting Birdseye Road past Fort Harrison on our way to the ghost town of Marysville.
The plan was in place. We had a good feeling about Albert through his emails. He was already generous with letting us stay in his cabin home, and had even planned on throwing some steaks on the grill that night for dinner. But one must be prepared, so we had already sent the exact location of his home via email to Kathy's daughter in Lawrence, and to my son back in Lenexa. Told them that if they didn't hear from us by Friday at noon to send out the search party. As we finally pulled into Marysville and found Albert sitting in his Jeep waiting, our paranoia was quickly alleviated. Let me describe my feelings about Albert in three words...Admiration, Envy and Awe.
Albert is a mountain man by choice. He had lived in California most of his life, with a career as a Sheriffs detective, artist and educator. He even got a few walk in roles in several movies, including City of Angels, along with his daughter. His acting stints started with her trying to get roles as a child and the casting director encouraging him to try out as well. He had the "detective/Sheriff" look down to a tee. With a clear vision of what he really wanted though, Albert spent years planning for his retirement. Then, when the time was right, he sold his home in California, bought an RV and spent two years traveling America searching for the perfect place. Somewhere completely off the grid. After the life of public service he had, I don't blame him.
It was by chance (payoff for a lot of hard work) that he found out about the home and land he has now. In fact, it almost didn't happen, as the real estate agent helping him couldn't find the place for several days. Both kept searching and had finally given up. Luckily though, the owners came back from the East Coast and guided them in. Getting to Albert's is an adventure in itself. Up from Marysville, then along the Continental Divide and back down just a bit into a small valley. As an 1863 mining claim, his home is completely surrounded by public lands. Not a neighbor in miles, completely isolated with nature.
Albert was easy on us, taking us in on the best roads possible, but definitely needed the SUV. When we arrived at his cabin, I was immediately overcome by the incredible beauty. A small spring behind his home provides all the water he needs. The mountain side behind the stream home to all the forest brings with it, including Mountain Lions, Elk, Bear and Deer. In front was just enough of the valley floor so you didn't feel claustrophobic, but not enough to give view to his home until your right on top of it. It's also enough to provide just the right wind's that allow him to generate electricity. That along with some hydro power. He's installing solar panels that follow the sun later this year.
He's not completely alone in the wilderness. Albert has Zach and Zoey, his dog and cat, that keep him company through those long winter weeks when he doesn't see anyone. At first I was completely envious of his life in the mountains, but after hearing some of the stories of the winters there, I can say for sure that I could come no where close to achieving what he has. I guess I'm still too plugged in and out of shape to consider moving that far off the grid. But for a moment there I was dreaming about it. I think for now I'll just have to dream through Albert's eyes.
Labels:
Butte,
Georgetown,
Granite,
Marysville,
Montana,
Moutain Man,
Phillipsburg
Saturday, July 26, 2008
Livingston to Butte - Montana Day 3
Virginia City along the Bozeman Trail
After wrapping up there we head just a few short miles to Nevada City, which includes a walking tour of the recreated mining town. I think some of the buildings are originals, but others have been brought in. It was an alright stop, but not as fun or large as Virginia City. We grabbed a bite to eat while there at a small restaurant that appeared to cater to the 'California lifestyle' (in other words, no grease or fat, and what I call weeds for lettuce...Hey, if that's your thing great, you'll love it).
Next on the list of must see's was Bannack. Along the way we got a little lost (gotta learn that
By now it's getting late, and we have a long way to go to get to Butte for the night. We had also decided to take the Wind River Scenic Byway, which included another ghost town on the way. The rain had moved out of the area, but the storm was pretty powerful. Saw several tree's snapped at the base along the roadside, before finding our turn to Coolidge. A four mile detour on some dirt road, which happened to be blocked half way in by a nice plump pine tree. Lucky we had our high clearance SUV, as Kathy was insistent on getting to her out of the way backwoods treasure.
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I cussed a while on my way, then realized I had just left my wife alone, deep in the woods, as the sun continued to go down, traipsing through god knows what miles from anywhere. OK OK, DAMN IT! "Thought you were going back to the car?" Kathy's inquisitive, yet comical smile could be seen clearly while I was still 30 feet away. "If I keep moving they don't overcome me as much" I said, trying to convince myself as I rubbed the back of my neck which felt like a brail Stephen King novel. Fortunately she was wrapping up, and after what seemed to be a long journey back to the rental, we were on our way to Butte. Thank goodness the local ranger had moved the tree before our return down the mountain, and it was smooth sailing to wrap up our 12 hour day of history.
Next on the blog, Butte to Marysville and Albert, Mad Man or Mountain Man.
Labels:
Bannack,
Butte,
Coolidge Montana,
Nevada City,
Virginia City
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