Except that it wasn’t great.  It was yet another customer service nightmare by most other industry standards.  Why is it that we weren’t greeted with a friendly hello, how can I help you?  Why did I have to fill out the same reams of  paperwork I’ve filled out several times before?  Why weren’t we called in when scheduled?  Why weren’t we told they were running behind?  How can they be 25 minutes behind 20 minutes after opening?  Not to mention the fact that they close for an hour during lunch, which fortunately we didn’t run up against today.

Not to get into politics, but there is obviously a lot of debate on the passed National Health Care plan, or as I’ve heard it referred to ‘Obamacare’.  I think it’s supposed to make health care more efficient and accessible to more people.  I have to admit, I don’t know enough about it to really speak out for or against it, but I generally don’t like the government mandating what I have to do.  With that said, given my experience every time I visit a doctor, I think mandating a government solution to our nations health care woes is waaaaaaaaaaaaay too premature.

This ‘industry’ is so amazingly inefficient and completely out of touch with reality that I believe it’s un-fixable in its current form.  What other customer service industry doesn’t greet its customers when they come in?  What other business generates needless paperwork for their customers to fill out, when they already have the information?  What other business expects their customers to wait as a normal course of business, despite appointment times?  What other business closes for lunch?!?  Can you imagine going to Target, or the bank, or anywhere, only to find a sign saying they’ll be back in 45 minutes?  And what other business doesn’t provide you with an itemized bill when you’ve had a service done?  (Aside from the government, of course.  But that’s a different topic entirely…)

In my opinion, the medical industry needs to bring itself out of its arrogant, self-serving haze and enter the modern business era.  Treat customers, insurance carrying or not, like, well, customers.  We’re choosing to spend our insurance money in their office instead of someone else’s, show some appreciation and respect for that!  Make realistic schedules and stick to them.  If you’re running late, apologize and tell your customers when you’ll be able to help them.  Be available for your customers when it’s convenient for them, not you.  And give them a bill detailing the charges for everything that was performed, regardless of what they  ’paid’!

No solution to fix health care, government mandated or not, will work without the medical industry fixing itself first.

Those of us in Metro Detroit love our cars.  I can’t imagine ever not having one, regardless of public transportation options.  The automobile is too ingrained in our local culture to ever be replaced, but that doesn’t mean we shouldn’t have alternatives for getting around the area.  We shouldn’t have to average 30 miles per hour for 80 minutes on roads with 70 mile per hour speed limits.  We shouldn’t have to wait 5 minutes to make it through a stop light on a 6 lane road at 4pm on a Sunday.   We shouldn’t have to be faced with deciding between a $50 cab fare, jail time, or worse when leaving an establishment early in the morning, perhaps not in the best frame of mind to make that decision.  We should have real, viable alternatives for getting around our highly sprawled Metro area.

Among the many steps Detroit has to take to become a major American city again, one of the most important is to create a great public transportation system.  With all of the no-strings attached cash that’s fallen off the federal government money tree the past couple of years, and the fact that everyone in the United States apparently wants to cut our dependency on foreign oil, I find it hard to believe that no one here asked for money to create a world class public transportation system.  Virtually every other major city in the world has one; it’s one of the main reasons they’re considered  ’major’ cities.

Having had the opportunity to live and work in a few other large cities in the United States, I’ve been able to experience the relatively low cost, high value alternative of using a good public transportation system.  The model I would advocate for Detroit is similar to the Bay Area Rapid Transit System, or BART system in the San Francisco Bay area.  On BART trains, you can get from San Francisco to Oakland to Richmond to Pleasanton; all of the major urban and suburban cities in the area.  It’s a combination of subway and elevated trains, depending on existing obstructions  geography.  The trains run under the bay and over the freeways, through and around the cities.

Imagine being able to take a train from Clarkston to the airport, Detroit to shopping in Troy, Flint to Warren, Royal Oak to Ann Arbor; The possibilities are endless!  By running the trains down the center of our existing freeways, with stations at the freeway hubs (75/696, 275/96, 23/94, etc.), and at 2, 3, 4 miles intervals in-between, there wouldn’t much disruption to existing buildings, homes, etc., and the state owns the freeways so the cost would be much lower to acquire needed land.  Need to get to the airport?  Get on a train in Brighton, transfer at the 23/94 station, and be at the airport station in plenty of time for your flight.  Flying in for business?  Get on the train at the airport, transfer at the 94/75 station and be at your meeting in Auburn Hills in record time. No traffic delays! No airport parking fees! No rental car fees!  Woohoo!

The economic impact would be felt almost immediately through employing people to construct and run the system, and long term through increased business presence in the area. I’m not an engineer or a politician, so maybe I’m over simplifying the whole thing. But in order for Detroit and Michigan to dramatically improve our economy long term, draw businesses back to the state, and to overcome the true and false perceptions of the area, we NEED a world class transportation system.  Soon.

This isn't a new problem... Detroit Traffic Jam, 1965 (from umich.edu)

So with that said, I’m going to try to get back to my ranting ways, starting now…

Many businesses struggle to get visitors to become frequent, repeat customers.  In the age of ubiquitous internet enabled smartphones, support of Foursquare users is an easy and inexpensive way to drive just that type of business.  Some businesses are starting to see the value in rewarding Foursquare users, like Beggar’s Banquent in East Lansing, Michigan (coincidentally in the same city the most awesome college in the world is in, but I digress…), which offers 20% off the mayor’s individual bill when they visit. (http://foursquare.com/venue/172434) Among Foursquare users, this type of offer, especially in a college town, starts the equivalent of a frequent visitor arms race to see who can get the coveted discount.  Other venues have promoted the opportunity to earn a ‘Swarm’ badge (earned when 50 Foursquare users are checked in at the same venue) if they attend on a certain night, event, etc.  And events, like the 2010 SXSW in Austin, TX had vendors create specific badges for visiting their convention booths, businesses, etc.

Unlike facebook, where friends are most likely to be ‘real’ friends and acquaintences, twitter, where followers have a common interest with you, and LinkedIn, where connections are for business, Foursquare friends are location based.  You find and become friends with people who visit the same businesses you do.  For a business looking to increase it’s customer base, marketing to Foursquare users is a self feeding proposition, users want to hang out where other users hang out.  The more people you draw in, the more people you are going to draw in.  (A side note on Foursquare friends, are most people’s friends from the opposite sex, or is it just me?  Yet another hook to draw customers in…)

Of course there are criticisms; it’s easy to cheat (you can simply drive by a place to ‘check-in’), and some have complained that Foursquare shout-outs are choking ‘legitimate’ twitter posts (‘Who cares if you just became to mayor of Diapers-R-Us?!?’).  What can’t be denied is that Foursquare, until something bigger and better comes along, is a great way to increase your customer base and virtually reward your visitors with very little out of pocket expense.

The linked article below from the Detroit News discusses an internal presentation Toyota officials gave last year, where they boasted of savings they got by avoiding a recall on accelerator problems by negotiating a ‘equipment recall’ on floor mats instead.  So you can negotiate your way out of safety recalls with the government?!?   Isn’t this agency’s very existence based on the premise that they are protecting us from this sort of stuff?!?  The article also points to evidence that State Farm Insurance notified the government of a spike in unintended Toyota acceleration complaints back in 2004, but nothing was done then either.  In my opinion, officials from NHTSA should be sitting right next to the Toyota executives during the upcoming congressional grilling…

http://detnews.com/article/20100222/AUTO01/2210325

I don’t deny that Toyota has a well deserved reputation for quality, forged when US cars were pieces of junk, comparatively speaking.  Most of the stories I’ve heard about why Japanese cars are better sound like this: My dad had a 1982 Chevy and it was always in the shop; My friend had a 78 Ford in college and it never ran; My first car was a 3 owner 87 Dodge and it used oil.  I rarely hear anyone say they had a late-model domestic car that they’ve had many problems with.  In short, Toyota and the others have been given a pass on quality for years based on an outdated truth.

For years, American cars have been just as good and sometimes better than Japanese cars, but they are held to a completely different and more stringent standard.  When I was with GM, I had the opportunity to work with many dealers who owned both GM and Japanese franchises.  I was told several stories of recent GM purchasers returning to the dealership with ‘quality’ issues like body panel gaps being a millimeter different from the front of the hood to the back, or 1/2″ threads on the seats not being trimmed at the plant, headlights that come on all the time (daytime running lights), and windows that go down all the way by themselves (express down function).  Japanese car owners on the other hand, would bring their cars in for oil changes and express utter shock when they were told there were severe issues with suspension, brakes, and motors.  These owners assumed that since their Japanese car was of such high quality, the clunks and creaks they heard were personality quirks of their fine automobiles, not problems.  (I would also argue that Consumer Reports, with it’s perpetual claim of being non-biased, and the NHTSA have a lot of explaining to do, but I digress…)

Toyota’s issues point out in glaring detail that perception is not in fact reality.  It’s time that Americans, and the world, judge all automakers on the same scale.  I think most would be surprised to know the truth.

http://www.foxnews.com/story/0,2933,587221,00.html

The first will be categorized as a random ‘rant’: Why is it that pretty much right after Halloween we start seeing Christmas items in stores, decorations on homes and businesses, and music on the radio, but a week after Christmas all of this stuff is gone, like the holiday never existed?  Like a holiday destroying bomb has gone off, removing every clue that anything ever happened.  Or maybe more like teenagers cleaning up after a party before their parents get home.  OK, I admit I do get a little sick of the 24/7 bombardment leading up to Christmas, but I do like the lights and decorations everywhere and honestly, some of the music isn’t ‘Christmas music’, it’s winter music.  Like Winter Wonderland, Jingle Bells, Baby it’s Cold Outside, etc.  These and many other songs have nothing to do with Christmas.  Why does everyone feel the need to quit winter cold turkey (no pun intended) as soon as New Years Day hits?

Living in Michigan where the winter days are cold and colorless, I like the way the festive lights and decorations brighten up the scenery.  I like the way neighborhoods come together to decorate common areas and show pride in their homes and communities.  I like the way people have more get together’s with family and friends scheduled than they can possibly attend.  Why does this have to go away so fast?  Are people just simply sick of it by then, or is it that the sense of ‘community’ is just a show?  I admit, I take my lights down when everyone else does and I stop playing the music, but I think this is probably more peer pressure than anything.  And I don’t put as much effort into seeing family as I do in December (which is a different story, but I digress…).  But wouldn’t it be great to continue this sense of pride, community and family all year?  ’Cause after all baby, it’s still cold outside…

Battleship Row, Pearl Harbor Hawaii, December 7th, 1941

As a Navy Veteran and somewhat of a World War II buff, I take a few minutes every December 7th to remember what happened in 1941 and to reflect on what those servicemen who died that day, and those who served during the rest of WWII, gave to us.  They have been called ‘the Greatest Generation’, and I would agree.  Tens of millions of people served, both at home and abroad, in the military, the USO, arms plants, and countless other activities, and were glad to do so.  As I have read and seen in interviews, it was expected of this generation that you would serve, and unless you were unable to there was dishonor and disrespect in not doing so.  There doesn’t seem to be that feeling of want or obligation to serve our country today, whether it be in the military or in some other capacity, for all of the freedoms and opportunities we enjoy.

Today, I think a lot of Americans look at the military as a necessary evil, the campaigns we are involved in as useless, and the men and women who serve as just everyday people with an unsavory ‘job’.  But what I see is a proud and necessary force that protects and defends our freedom and interests around the world, and people who take years out of their lives to make our lives easier and safer.  I’m not saying I agree with every conflict we get involved with.  What I am saying is that the people in the military generally have no say in the matter and do what their country asks of them, no matter how difficult it is or where in the world it takes them, even if it means their lives are in danger.

I think that Americans want peace and view the world through rose colored glasses.  Having been around the world, I know that not everyone has the high opinion of the United States that we who live here do.  There are lots of people, and countries, that would love to see the U.S. in shambles.

Before World War I, Americans had no desire to get involved in ‘Europe’s’ problems, they didn’t directly involve us.  Let them figure it out themselves, we said.  But eventually our sense of goodness and obligation to the world took hold and we provided the manpower and equipment to tip the scales to victory and bring peace.  As Europe suffered through the first two years of WWII and Asia was being overrun, we again said that it didn’t involve us, let them figure it out, we don’t belong.  But after being attacked we again provided the manpower and equipment to tip the scales and after 4 years, the world was at peace again.  Prior to September 11th, we had the same military isolationist attitude, and I’m afraid we have it again now.  And before all of these events, we had allowed our military to become smaller and weaker due to our desire to not be involved and our optimistic view of the world.

As good and just nation, and the most powerful both militarily and economically, I believe we have an obligation to the world to help defend and protect the freedom of those who are unable to do it for themselves.  I would like to think that this will be our place in history, not as a conquesting nation like the Roman Empire, British Empire, and Germany did at the height of their power, but as a nation that used it’s power for the betterment of the world.

So on this day, please thank the veterans who have served to defend our amazing way of life, reflect on what your what your freedom means to you and the opportunity it brings, and what the military of the United States means to the freedom and security of the world.

Thanks for reading…

Drive Tiger!

Not that I want to pile on the poor guy (I’m sure he’s got enough going on in his life right now), but this is great!  I think all news media outlets should re-enact event they weren’t actually at with Sims!  And hey, think of all the unemployed gamers this would get off the couch!  Thanks to Laurie Mayers for this! (@ltmayers)

http://www.heavy.com/post/chinese-news-recreates-tiger-woods-crash-with-the-sims-1941

Hunting is grand tradition here in Michigan, with our plentiful wildlife, forests, lakes, and streams.  In fact, one of the most famous and nutty hunters in the world (and a fine artist), Ted Nugent is from and lives in Michigan.  I want to state here that I have nothing against hunting, and have done it myself.  It is a great way to become one with nature and enjoy the breathtaking scenery we have here in Michigan.  But as a U.S. Navy Veteran, I take issue with the holiday, meant to be a day of remembrance of those that have served and those that have died in the defense of our country, being reduced to a free vacation day during hunting season.

I can imagine a time in the UAW’s youth, when they rightfully fought for the day off to honor those auto employees who had bravely fought in some of the greatest conflicts our nation has ever known, World Wars I and II, Korea, and Vietnam.  Some of the Veterans volunteered their service, some where asked by our government, but all served to make our country and this world a better and safer place.

But as years went on and our memory of these conflicts faded, as it always seems to do in the U.S., I can see the Michigan based UAW members (who have always made up the majority of membership) noticing this day off so close to, but not quite in, hunting season.  I can see them beginning to wonder if maybe, just possibly, could it be ‘observed’ a little closer to the 15th, so that they could take advantage of the day to get a little extra hunting in?  I assume the UAW leaders, being elected officials, thought it wiser to take the ‘suggestion’ to the bargaining table than to push back on their membership. And I can see the Big 3 thinking it was easier to move a day off already on the calendar than to say no and risk a strike.

So now we have another UAW ‘holiday’, perceived by the general taxpaying public as useless, and the loss of a real day of remembrance for Veterans.  It’s this type of abuse that made 99% of taxpayers (100% of non-UAW members) opposed to giving loans to the auto industry.  If the U.S. based auto companies hope to change public opinion of their products, the public opinion of the UAW needs to change as well.  I’m not blaming the UAW for all negative opinion, there were some horribly designed vehicles with abysmal quality produced for many years.  But we’re all in this together, everyone has to change.  For me, a great way to start changing this perception is to do away with obvious gimme’s, like free days off during hunting season…