Tag Archives: advice

Garlic And Customers

Friday means time for our Foodie Fun screed.  Today, I want to talk about garlic.

An Ikea garlic press, with pressed garlic.

(Photo credit: Wikipedia)

You’ve probably cooked with it and I’m dead certain you’ve eaten it.  One thing you’ve probably noticed as you’ve done either is that raw garlic can have an unpleasant, sharp, hotness about it.  If you turn up the heat and try to cook that out and aren’t careful you can burn it, which makes it incredibly bitter.  Even when you cook it carefully, if you do your prep work on the garlic too early and it sits, the flavor can be off.  Who thought something so small could be so difficult!

The root of the problem is something called allicin, which is a compound that forms when you cut into the cells and continues to build as it sits.  The way to handle the build-up is either not to let this happen in the first place, giving it immediate attention by cooking it or to put the chopped garlic into something acidic such as lemon juice to convert the allicin into a few more mellow compounds with long, hard to spell names that also form when the garlic is cooked (they’re sulfides for you chemists out there).  You’d do that for a salad dressing, for example, where you’re using raw garlic.

I realize this is a business blog so you’re probably wondering what the heck garlic has to do with your business.  What came to my mind was how we deal with other people – customers, clients, co-workers, and bosses.  Once something injures them – as when we cut garlic – the defense mechanisms spring into action – just as garlic forms allicin.  The longer we delay dealing with the situation, the more of what we don’t want builds up – allicin or anger, in the case of the humans.  We need to handle problems quickly, either by resolving them or by putting them into a context that allows us the time we need to formulate the solution.  Reacting with intense heat – burning the garlic – usually doesn’t work too well.  In the case of the aforementioned groups, letting them know you hear and understand their situation and that you are working to resolve it is the equivalent of the gentle heat needed to turn raw garlic into something fragrant and delicious.

I don’t advise mixing my metaphors here –  dealing with a teed-off person face to face after eating garlic isn’t going to help matters.  However, the lesson we can learn from the plant just might!

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Don’t Ask, Don’t Tell

Over the holidays a survey was released about how we interact with our doctors.

English: A female doctor examines a child.

(Photo credit: Wikipedia)

I’ll tell you what it said with a grain of salt since the folks underwriting the survey are from a medical information web service.  They’re a kind of online chat service except the person on the other end is a medical professional.  Why is something like that needed?  Well, according to the survey:

Nearly two-thirds (65 percent) of respondents have avoided going to a doctor in favor of searching online for medical information on at least one occasion. Americans are bringing their medical questions online for a variety of reasons, with insurance-related concerns, embarrassment, and the fear of discovering a pre-existing condition high on the list.

Not surprisingly, many people don’t go because they lack health insurance or because even with insurance it’s an expensive visit. But a very large number don’t want to ask their questions of a medical professional because those questions are about uncomfortable topics – sex, drug use, etc.  They also admitted lying to the doctor about alcohol use, poor diet, or lack of exercise.  Obviously not asking about something or giving bad information because it makes you uncomfortable can have serious ramifications later on.  Which is exactly the business point.

How many managers ignore symptoms in their own organizations because what they see makes them uncomfortable?  How many of us feel that something is not quite right but don’t take the opportunity of a staff meeting to discuss the symptoms?  Some of the thinking is probably akin to that of people and their physicians:  we are afraid to find out the truth or the discussion itself just makes us uncomfortable.  Most of the time when we do summon the courage to ask the doc about what’s going on it’s nothing.  I suspect the same is true about business – we don’t have complete information about what we’re seeing and a bit more knowledge can ease our fears.  However, sometimes something really is wrong, and just as in a medical situation, catching it early is a lot better than waiting until it’s too late and not much can be done.

“Don’t ask, don’t tell” isn’t a way to handle your health or your business.  An open, honest relationship with your doctor and your business team keeps everyone healthy.  You agree?

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Take My Money…PLEASE!

Another week, another horror tale from the world of stupid online corporate tricks.

att-003

(Photo credit: wuji9981)

Today we bring you the sad and somewhat horrifying story of the phone company that won’t take your money.  Trust me – I wish I could report that it was out of some philanthropic urge it had to give us all a break.  Not so.  Instead, it’s (yet another) example of how letting programmers, lawyers, and designers do things without input from the real world can spell disaster.

Here at Ritter Media World Headquarters we have a land line as our primary business phone.  It’s from AT&T (yep, them again) and on the bill is also my internet service.  Generally I send them an electronic check once a month but that takes a couple of days to get to them from the bank (a great topic for another post – why the hell should they hold the money for two business days?).  As sometimes happens, the bill got buried in a pile of paper and rather than be late I thought I’d go right to the ATT website and pay the bill directly via credit card.

That was what I thought I’d do.  Unfortunately, after spending 20 minutes on the website, I still couldn’t figure out how to link primary account (it’s the only landline account) to my email and I couldn’t pay the bill.  I tried linking it my ATT Wireless accounts – neither of those worked.  I tried the ATT email they assigned me (but never use) – that didn’t work.  I finally gave up and called them – no time on hold, one layer of menus, type in the credit card, done.

Obviously ATT is a lot more experienced with phones than they are with websites.  Paying via the telephone was a snap.  If someone like me – who is on the web almost 12 hours a day and breathes digital – can’t figure out how to use the web service portal, imagine how someone who can barely send a text will feel.  There are a couple of points here.  First, I wonder how many “civilians” ATT put on the site to test navigation and usability?  Did they give them 3 or 4 tasks – like pay your bill! – and observe them?  Second, stories such as this are why there is still a long way to go with a large segment of the population with respect to making them accept technology into their lives.

Have a horror story to share?  We’re listening!

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