Do You Want To Be a Better Speaker? Read This!

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speakerpantsYou’re headed into one of the larger session rooms at the Denver Convention Center. You’ve worked through conversations with customers all morning and now you’re hoping to catch your breath while you listen to your boss regale them.

Suddenly two of your cohorts come flying out of the room.

“Fletch! Dude, where you been? It’s standing room only in there and you’re up to speak!”

Raising one eyebrow you reply, “Um, no, not my session, Gary’s session.”

Heads shaking in unison like some demented imitation of synchronized swimming.

“Nope, yours.”

How do you handle this potentially disastrous moment? Argue? Panic? Flee?

None of the above.

You calmly ask to borrow one of the guys laptops with a single Powerpoint slide, that you know he has, you calmly walk into the room and wow 250 customers with one of the highest rated presentations of the conference.

How is it that you can handle a situation that close to 3/4 of the population list as one of their top two fears?

Simple.

You’ve been to the SCORRE Conference!

We’ll teach you a method for organizing your thoughts and information that allows you to present with crystal clarity and pin point focus. A method that gives you the tools to put together a memorable talk using the information you already carry around in your head. A method that comes in handy when faced with the surprise assignment of walking up in front of hundreds of people all expecting to hear something of value.

We’ll equip you with skills can give you the confidence you need to overcome your fear of public speaking and train you to craft stories that drive home your point in meaningful ways.

Does this sound like a commercial yet? You may think so but wait…there’s more.

In my ten years of youth ministry and more than twenty years preaching and speaking at youth camps I’ve never found a better tool.

In my corporate career I’ve used the tools we’ll teach you to train literally thousands of sales and marketing people, to develop go to market strategies, and to craft countless presentations…some in as little as 5 minutes.  🙂

You won’t find a more valuable tool for people who have to communicate to an audience.

So here’s the deal…

Early bird registration ends Saturday for the conference happening in Orlando May 5-8. Click on the pic below and, when you register, be sure to enter the coupon code: CURTIS

If you register by Saturday, AND use my code, I’ll give you another $50 back in your pocket as a rebate at the conference.

scorrecurtis

After more than 20 years teaching SCORRE I can say without hesitation this will be a valuable experience.

Go ahead, click on my face. It’ll take you to the registration page.

To Be ( a better speaker) or Not To Be. The choice is yours.

 

Three More Reasons to Run a Marathon

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marathonheaderI said, “There’s no good reason for me to run anywhere unless someone is chasing me.”

I said, “There is no sane reason to even attempt running 26 miles!”

I said, “I feel pretty confident that I will NEVER try that, nor ever feel the need to try that.”

And then, in January of this year, in Orlando, I ran the marathon I said I would NEVER run.

Now listen, you’ve probably seen any number of posts where people try to convince you you can do this (which is why I call it three MORE reason…) so I’m not going to promise some new secret sauce. What I will tell you though is that:

  1. I’m 52 and the longest distance I had run before signing up for this race was 6 miles.
  2. When I started training for the race I was about 35-40 pounds overweight.
  3. I’ve had two knee surgeries and now have one pretty badly arthritic knee.
  4. My ortho told me I probably shouldn’t run much at all.

So compare YOUR excuses to those before you continue.

Ready to continue? Ok.

The process of HOW I conned myself into this is the subject of another post. For the moment though let me tell you why you should give a marathon a go.

Reason 1: Because you CAN do it.

No really, you can. It is as much a mental thing as it is a physical thing. There are any number of training programs out there that can get you from couch to marathon in less than a year. The two I used primarily were an app called GIPIS and a combination of app and training program from Jeff Galloway. His run/walk/run approach really does work and you can tune it to you.

So ok, doing something just because you can isn’t all that great a reason so…

Reason 2: You will become part of an ELITE club.

According to a couple of studies from 2011 less than 1/2 of 1% of people IN THE WORLD has ever run a marathon. In what other categories can you claim to be in the 99.5th percentile? Talk about bragging rights! People will call you crazy, they will shake their heads, and they will secretly wish they could accomplish something as unique as what you have done.

Of course it doesn’t seem like the percentage is that small when you’re running in a crowded race but you’ve surrounded yourself with a group of folks who are going after something incredibly unique and that alone feels incredible.

Reason 3: You will believe in yourself in a NEW way

When you finish the race you’ll have to deeply philosophical and life changing thoughts:

  1. Crap, I’m never going that again!
  2. Dude, I can do anything!

The first of those two changes within the first 30 minutes simply because the strength of the second is so all encompassing.

I ran my race two months ago today and I am still feeling the motivation, the encouragement, the sense of accomplishment, and the power of that experience.

Will it be hard? Yes.

Will it take some concerted effort in terms of training? Yes.

Can you find the time, the strength, and the will to do it? Yes.

I’m already planning to go back to Orlando next January with an ever crazier scheme in mind than JUST running a marathon. Why not start planning now to join me?

What is it about you that makes you think you couldn’t do this? Are you willing to try?

 

 

Throwing Down the Christian Social Media Gauntlet

lent

lentGot your attention didn’t it ? Yeah, probably a bit more of a provocative title than was really necessary. But true nonetheless.

For those of us who don’t go by some of the more Catholic traditions surrounding Easter lent may seem like something “the other folks do”. No matter your persuasion toward lent though, if you claim to be a believer in Christ then I would like to offer up a challenge as to what we might all give up for the lenten season.

Ready?

Here it is: Let’s all agree to give up ANYTHING in social media that is aimed at telling our Christian brothers and sisters what they should NOT do.

Whether it is five theological fallacies we need to reject, or the one thing we must stop doing, or the eight reasons we should not be excited about an Oscar acceptance speech, let’s all agree, that for at least the period of lent, we’ll only be supportive, encouraging, a positive in how we choose to “instruct” one another in social media.

Don’t get me wrong. In private you can have a go at whomever and whatever you like, just not in a public forum.

Yes, I do appreciate the irony of this challenge. But in the spirit of lent I thought it was ok.

Why do I throw down this particular gauntlet?

Ephesians 4:

The Message (MSG)

4-6 You were all called to travel on the same road and in the same direction, so stay together, both outwardly and inwardly. You have one Master, one faith, one baptism, one God and Father of all, who rules over all, works through all, and is present in all. Everything you are and think and do is permeated with Oneness.

Or maybe it is more…

John 13:

The Message (MSG)

34-35 “Let me give you a new command: Love one another. In the same way I loved you, you love one another. This is how everyone will recognize that you are my disciples—when they see the love you have for each other.”

Or perhaps it’s just…

Colossians 3:13-14

Living Bible (TLB)

13 Be gentle and ready to forgive; never hold grudges. Remember, the Lord forgave you, so you must forgive others. 14 Most of all, let love guide your life, for then the whole church will stay together in perfect harmony.

So what say ye brothers? How cast ye thy vote sisters?

Just for lent, nothing but unity and encouragement in social media. What would a united body look like in the public eye? What difference might it make with those who choose to come to church that one Sunday out of the year? What might the lasting impact be on those who are watching?

Can we, for 40 days, present a unified loving reality? If you like the idea pass it on.

God Math

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godmath

About a year ago my wife and I decided we needed to get back to tithing regularly. We were giving to a several different ministries but we weren’t at 10%. This wasn’t a theological compunction so much as a feeling it was what we were supposed to do.

And really it made no sense.

We had a lot on the calendar already for 2013-2014 and giving away another several hundred bucks a month seemed ridiculous. Unfortunately it also seemed obedient. We knew we’d have to rely on God Math.

I won’t go into all the details of the past year but let me provide the most recent example.

We’re trying to put together a graduation trip for Ian that includes some steep airfare costs. A week or so ago we were going over options and fretting over how to afford airfare. We had several conversations about it before I had to travel to Houston for three days at a customer site.

The trip went fine until I was headed to IAH to come home. My boss and I got notice that our connecting flight out of Austin was delayed. (We took the connection because it was cheaper.) Fortunately because he has mega world status with the airline he was able to get us both switched. He was going direct back to Denver and me direct to Colorado Springs. Or so I thought…

We got to the airport and went to the Red Carpet Club where I was told my flight was oversold…by 1…so they’d have to wait to give me a seat. Not to worry thought, several connecting flights were late so I’d be fine.

An hour before my flight I went to the gate to get a seat. I was told that my flight was oversold…by 1…not to worry though the connecting flights were still late so I’d be fine. They’d give me a seat closer to boarding.

For the next hour I watched the gate agent giddily sharing facebook photos of her new puppy with anyone who would look. I wasn’t TOO worried, after all, I’d be fine. Right? That was until our flight started showing 10 then 20 minutes delay.

Michelle, the puppy loving gate agent, had my seat confirmation though so although I began to boil inside at her canine cavorting I managed to keep it cool on the outside. When she started boarding the plane and stalled the line to show off her pooch pics I didn’t flinch. When she ignored me standing at her desk and called two people who were apparently on the stand-by list I bit my tongue. When she turned to close the door and asked if I was standing by I kept an even keel.

“Um, no actually I have a confirmed seat which we talked about a little over an hour ago.”

Recognition dawned and she furiously started typing in the information she had on my flight card right in front of her. She realized she’d blown it bad but wasn’t going to admit it. She talked to the folks on the plane twice hoping to find an empty seat but there were none.

“Mr. Fletcher I’m apologize, but I have managed to confirm you on a seat on the 5:15″ (two hours later). I was TICKED!!

“Because we involuntarily bumped you we’ll have to compensate you. You can either get the unused portion of your ticket back in cash, (probably $100) or we can issue you a coupon for a future flight valued at $500.”

Hmmm, two hours delay for $500? Yeah, I’ll take that…and just about cover what I need for the grad trip airfare.

God Math. It comes out of nowhere, shows up when we need it, and always seems to add up.

When was the last time you experienced God Math?

American Preferences Revealed in Learnings from Odd On-line Study

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The American Association of Online Retailers reported last week that We the People actually enjoy pop-up adds! Insane you say? Perhaps not.

In a lightly attended press conference Mitch Engle, senior research designer at Nielsen, presented the findings that Americans, more than any other people group, respond favorably to online pop-up advertising.

“We took a different approach to collecting data this time around.” Engle said, “In most of these types of studies people are presented with advertising that matches their online behavior and preferences as closely as possible. For the purposes of this study we presented people with an average of ten adds that had no connection to their online behavior for every one pop-up that had a connection.”

The results were astounding.

“What we found was that, over time, people actually started to click through adds that had no connection whatsoever to what their normal online behavior had previously revealed.”

The study also showed that time of day seemed to make a difference.

“We found that at those times when regular online activity, reading blog posts, checking Pinterest boards, Tweeting etc. we’re at a lower ebb people tended to click through one off adds more frequently.”

When asked why he thought this was the case Engle had a ready answer.

“Americans are enamored with their online “communities”. Their online relationships offer a sense of control that just isn’t present in real life and so more and more people are spending more and more time in this controlled environment. This provides a real boon for advertisers because when a shopper feels that they are in control of the experience they are more likely to buy.”

Recent changes to Facebook helped accelerate and confirm results

“When Facebook went public we really had a chance to start hitting people more frequently with adds. We put them in their newsfeed, we put them in the margins more often and even started popping them up in games and other apps.”

But aren’t most of us annoyed by these pop-ups? Not according to Engle.

“The average Facebook user is in their late 30’s, has a little over 200 friends and typically uses the online platform to send private messages. That means that when they’re online checking and have nothing new to read, either in terms of status or messages they hang around to see if something “pops-up” (pun intended). At those off times of the day we can hit them with adds that are completely nonsense to them and, after an acclimation period, they’ll start to click through them. The click through to purchase rate is well over 35%”

But what about people in other countries?

“The research seems to indicate that people in other countries view their online relationships as being mush less critical to their daily lives. I’m not a social theorist, nor was that the intent of this study, but if I had to guess I’d say people in other countries tend to get out more. Going out to dinner in, say, Italy or Brazil is a five or six hour affair. In the States people are in and out.”

So what does this mean for us, the online consumer?

“Well”, said Engle, “if the shoes fits someone is going to sell it. People are buying from adds with no connection at a greater than 35% rate so we can probably expect more and broader advertising to encumber our online experiences.”

Oh great.

What do you think? Do these findings make sense to you?

Check out the full results of the study at:

Ohmygoshyoubelievedthatonaprilfoolsday.com

A Matter of Perspective

225This past Sunday I found myself driving to the airport in the pre-dawn darkness planning on staying awake just long enough to sleep through a two hour, early morning flight to Dallas.

As I smoothly guided my little MR2 around the corner from I25 onto I225 north I found myself momentarily befuddled. You see I225 actually heads mostly east at this point, yeah, don’t ask, and there, in front of me, in the phantom light of early morning, I saw mountains on the horizon.

If you’ve ever been to Denver you know the mountains are on the west. To the east is the beginnings of the great plains…NO mountains…even very few hills.

I started to wonder if I had taken the wrong exit. I started checking the road that I had taken so many times before to be sure all the proper landmarks were in place. The entire landscape started to look unfamiliar and different. It probably took me close to 30 seconds to fully convince myself I was headed in the right direction.

And then I realized the “mountains” were just clouds.

For the next ten minutes or so my mind kept bouncing back and forth between the assurance that I was following a well known path and the suspicion that I was headed into some entirely new, unknown, potentially misleading landscape. I must have checked the next six or seven exit signs just to be sure they were filing by in the corrected order. But that rolling feeling of strangeness and discomfiture continued.

Fortunately I wasn’t lead astray. I stuck to, constantly glancing at the mountainous clouds which became more and more evidently clouds as the sun came up and as it did my discomfiture ebbed.

Those several minutes stuck with me though and made me wonder, how often does this kind of thing happen in everyday living? How often does some odd cloud on the horizon of life suddenly change my entire perspective and cause me to question where I am headed, cause me to question if I even really know where I am at all?

Allow me to share three lessons I learned from my Sunday morning encounter:

1. We’ll all encounter clouds on the horizon of life.It is inevitable. Usually we know they’re clouds and we know how to handle clouds but sometimes they’ll look a LOT like something else, something different, something disturbing to our normal order. When that happens remind yourself they’re just clouds.

2. Clouds are temporary

When you find odd shaped clouds on the horizon of life remember that clouds are temporary. Yes they may LOOK like permanent mountains but don’t allow that to stop you. Consider them carefully and you’ll discover they’re really clouds, no need to change course. (Of course CAREFUL consideration is the key…just in case you ARE going the wrong way and they ARE mountains!)

3. We don’t have to be fooled.These confounding clouds can confuse us but when we stick to what we know rather than giving in to the emotion of the moment we find that our path hasn’t changed, nor does it need to change. We can, and will, continue towards our goal, even getting a laugh out of the moments confusion if we allow ourselves the freedom to laugh.

When we find ourselves confronted by a confusing set of clouds on the horizon, if we remember that it is expected, it is worthy of careful consideration and it is temporary we can more easily navigate the confusion they cause and continue towards our original goal. It’s really a matter of perspective.

What are the “mountainous clouds” that have popped up on your horizon? How have you navigated that strange set of moments?

 

The Tebow/Lewis Conundrum

timray

timrayIt’s funny how a year changes things.

Last year, when Tim Tebow was leading the Broncos to their first playoff win in a long while the media could not get enough opportunity to bash him for what they saw as an over the top display of faith that some said had no place on the football field.

I’ve found it interesting then this year, as the Ravens have made their unprecedented run to the Super Bowl, that very little is being said about Ray Lewis’ outspoken display’s of faith.

Oh sure there are the undercurrent of social media debates both amongst and between those on the far right and far left of the socio-politico-religious scale. I’ve seen Lewis actions lauded as those of a man who has “found Jesus” and decried as fake by those who remember Lewis as a murder suspect back in 2000. In either case though the press seems largely unimpressed.

Which makes me wonder…why?

In my musings over the mystery of the media’s maligning of my man Tebow and their seeming silence on the self same stuff with senior statesman Lewis I’ve considered a cadre of conspicuous contributors:

(All of which is to say I think I’ve figured out what happened.)

1. TimeTewbow was a rookie, a highly touted rookie but a rookie nonetheless.  He hadn’t had any time in the league to establish himself with anything other than pre-draft hype.  Although Tebow had been highly regarded throughout his college career he hadn’t had the same kind of media attention that players get in the NFL. In short the media hadn’t really had an opportunity to build a relationships with him.

Ray has been in the league for seventeen years. Granted that time has been turbulent at points but over the course of time the media has been able to craft an understanding of how they relate to Ray and how he relates to them.

I think it is very true in this case that time equates to relationship.

2. PerformanceThis one is almost a double edged sword because while Ray had proven himself over time, Tim WAS proving himself in his short opportunity to do so. I actually believe now, in hindsight, that part of the shots that were being taken at Tim were specifically because he was winning when by all intents and purposes he should not have been able to pull out those wins.

The media really didn’t want to admit that this kid, who looked like he really was NOT an NFL passer, was somehow winning games that he should be losing because of his relationship with God. Tim put them in a place where they had to consider that as a possibility. Tim wasn’t winning WITH God, Tim was winning BECAUSE of God and that didn’t sit well. We’ll never know, on this side of the box, whether God was orchestrating wins for Tim but the media certainly didn’t want to entertain that possibility.

By contrast Ray Lewis has proven himself a proficient, first ballot hall of fame, linebacker. Ray wins. If Ray wants to give credit to God the media can give each other a wink and a nudge and say, “Ok, but you won before you got religion too.”

This combination of time and performance creates a certain credibility in relationship. Faith has a place in the public arean of football no doubt. But the arena IS football. The Tebow/Lewis Conundrum seems to support the notion that the people who manage the popular opinions ensconced in that arena are willing to accept faith second if football is proved first. You can be good at football solely because of faith, they don’t like that.

Which leads me to wonder:

  • What are the arenas in life where our faith is welcomed AFTER we’ve proven ourselves in the arena?
  • Where are the places that we can invest time and performance that produces credibility?
  • How patient are we in building that street cred before bringing faith to bare?

 

Winnings, Endings, and a New Respect

playoffsI started playing football when I was 10 and had the good fortune to play all the way through college and a little bit beyond. That’s why I both love and hate the playoffs.

You see when a football season ended I always had a terrible ache in my gut. Whether it was the season in middle school when we one only one game, the year we lost in the NCAA Division II semi finals, or the time we won the Ukrainian National Championship, season over, same nasty feeling.

So for the last two weeks I have had that same feeling, several ties over, Saturday and Sunday.

This past weekend was one of the worst. I went in to the weekend with high hopes only to exit the weekend with just 1 out of 4 of my hoped for winners emerging triumphant and yes, the Broncos loss was the hardest to take.

In terms of those losses let me just say this: I can’t stand playing conservative offense at the end of the game with the lead. If you keep the ball the other team cannot possibly score. I also don’t like playing some skanky prevent defense. If your regular defense has you in the lead after 59:30 why change it? Ok, done with that.

If you think about it this internal sinking of the gut at seasons end isn’t really meant to be. I mean, look at where we started out. Adam and Eve, in the garden, tree of life available for the eating, eternity in our grasp. We could have lived without endings, without regrets, without the sinking gut.

Sure we still would have invented football, probably early on, and there still would have been winners and losers but every game would have been hard enough fought and scheduled with enough chance at a replay that we’d have always felt we had done our best and that the better team had truly won. Sheesh, we might not have even needed referees if you think about it!!

Unfortunately though endings and regrets are a part of the human condition. I think God gives us the grace to live through them but I think he also gives us the gut check to remind us that one day we won’t have to any longer.

Which brings me to my new respect.

I used to really, I mean reallllly, dislike Ray Lewis. There was all that legal craziness when he came into the league, he always seemed a little too cocky and he always seemed to beat the guys I was rooting for. But I have to say Ray has mellowed with age. The guy is a completely class act from what I’ve seen over this, his last season. I even find myself thinking that it wouldn’t be all bad if the Ravens win the Super Bowl. (I will however be rooting for the NFC this year.)

I don’t know Mr. Lewis so I can’t say for sure what’s gone on with him but he does sound a little like Tebow in his praise for the Lord. Funny how people jump all over Tim but just nod and smile at Ray. I guess they’ve seen him thump enough heads. I hope I can finish my race with the same amount of grace Ray seems to be exuding as he finishes this one.

I also hope the 49ers win the Super Bowl and that Alex Smith has to come in on the final drive…but that’s a different story.

What do you think of Ray Lewis’ run into the end of his final season?

 

 

eCommerce: When Experience Trumps Information

fight

fightMy 13 yr. old daughter was expounding on the dangers of internet predation last night as a result of starting a new technology class. Her information was spot on until she tried to explain to me how the internet had no doubt changed since the 70’s and 80’s.

I had to tell her that as far as mere mortals went there WAS no internet in the 70’s and 80’s.

Back in the 90’s however, when the internet was building into the juggernaut it is today, the phrase amongst those of us who were building websites was “Content is King”. You see, it was all about the information.

In the more recent past, yesterday to be exact, I found myself ordering electronics online. I needed to get an external hard drive and an SD card and have them shipped to my son’s college address. A seemingly simple task to be sure.

Best Buy was showing the lowest price, but their only available shipping method wouldn’t get the goodies there on time. Of course I only found that out after getting to the last stage of the check-out process. I certainly could have used some shipping information earlier in the game.

Next I went to TigerDirect, they usually have the lowest price, and found that they were only slightly more expensive than BestBuy BUT they offered second day shipping. I’ve used them before and been well satisfied with my purchases.

Once again I wove my way through the shopping cart experience, not significantly different than any other shopping cart experience really, and got to the end where I could confirm that I wanted second day shipping. This is where Tiger made the information play…for every shipping option available the site provided the estimated arrival date of the shipment. Pretty cool huh? A great piece of information to include, yes?

Well… it seems that choosing second day shipping on Jan. 8 had the good arriving in California on Jan 15. Next day service got them there by Jan 14 !?!

I wanted to confirm this odd math so I first tried the online chat function which told me they were too busy to answer. I next tried calling customer service and after 35 minutes on hold I surrendered.

A new Google search lead me to ADORAMA. I’d never heard of them before but they appeared to have the items in stock. Once again I filled my cart, created a payment profile, and selected second day shipping. This site didn’t show me any estimated arrival dates.

I called customer service who answered straight away. I explained my situation, wanting to be sure that if I paid for two day shipping that it would in fact take two days. After providing the SKU’s I was looking for the agent confirmed that if my order was entered prior to 8:00pm EST is would indeed arrive in Thursday, if my order was confirmed later than 8:00 the items would arrive Friday.

They got my business.

TigerDirect provided the most comprehensive information of any of the three sites. But the information seemed wrong in context…leading me to my second axiom from the early days of the internet: “Content is King but Context is Crucial.”

It is likely the situation that The Case of the Odd Shipping Dates has something to do with distributed order fulfillment or in stock items or some such internal, logical excuse. I don’t care. Two days is two days.

In this case the vendor who presented LESS information won because they provided a significantly better customer experience.

As a result I now have a new bookmark for finding consumer electronics. Experience trumps Information, and sometimes, it even trumps price.

Is it your experience the eCommerce sites generally provide the right amount of information or do you find your self scrammbling to sort it out as often as not?

Customer Experience Failure of the Week

fail

Our Christmas Holidays included some crazy travel arrangements this year. Amongst them was a last minute change of plans to drive back to Colorado from Palm Springs, Ca.

As will occasionally happen we found a great rate on a one way rental from Fox Rental Cars.

We don’t normally rent from Fox but every once in a great while they have a rate that makes it worth the extra little bit of hassle to find them off airport. While I’d rather enjoy the benefits of being preferred or gold or select I am not above saving good money when I can.

The vehicle we got was fine, an upgrade from our original reservation actually at no additional cost, or so we thought at least. Until we got about two thirds of the way home.

It was then that we discovered the wind shield washers, those little dealios that spray fluid on the glass, didn’t work. We discovered this quite by accident while driving behind a truck, that was kicking up melted snow, in a tunnel. The windshield wipers, faithful to their end of the bargain wiped grime across my field of vision so thick that I almost had to stop…something you just don’t do in a tunnel.

The rest of the ride home, several hours, was spent pulling on and off the freeway to wash off the windshield. Yes, we checked the fluid level, it was full. Yes, we stirred it to be certain it wasn’t frozen. Yes, we shook the lines to break up any blockage. Nothing.

When we returned the car the conversation went something like this:

Fox Guy: How was the vehicle?
Us: Fine except the windshield washers don’t work
Fox Guy: Yeah, sometimes that happens in the mountains when it is cold.
Us: We checked, the fluid wasn’t frozen.
Fox Guy: Huh.
Us: It was pretty dangerous a couple times.
Fox Guy: <nothing>
Us: You probably want to check that before you rent it out again with all the melted snow on the ground.
Fox Guy: Uh huh.

We weren’t looking for a free rental. We weren’t looking for a mechanic to run out to the vehicle to fix it. We were just looking for some acknowledgment that there had been a failure on the part of Fox to provide what we needed. Now, had they offered us 10% off or even a simple apology I’d probably have been satisfied. But not even a mea culpa? Come on!!

If you’ve been a follower of my blog you know I have strong feelings about how to handle this kind of thing correctly.

In this instance however Fox have been weighed, they have been measured, and they have been found wanting. Fail.

What customer experience wins or fails did you have over the holidays?