Comparing Customer Service: A Tale of Two Experiences

About four months ago, we bought a Whirlpool range from RC Willey. After a few weeks of use, the oven's computer board inexplicably rendered the oven inoperable. No big deal. These things happen, and it's under warranty.

Except, Whirlpool currently has a parts issue. The technicians could not get the needed parts, and Whirlpool was unable to provide an estimate of when these parts would be available. So we cooked on the stovetop and used a slow cooker for a few days. Then it became a few weeks.

After a month, with no foreseeable repair in the future, my wife decided to call RC Willey. She didn't expect a solution but wanted them to know about the issues related to selling Whirlpool products. RC Willey wouldn't have it. They immediately sent out a new range so we wouldn't have to wait anymore. 

Wow. That's customer service. And this is why we shop at RC Willey. 

Earlier this year, I was introduced to Pixellot, which focuses on AI-automatic video and analytics for sports. As a high school softball coach, I was interested in capturing player performance during games. 

Pixellot talks a good game. Even though their AI sports camera is not available for softball, they said they could set me up with a stationary camera solution with multiple angles and their VidSwap application. 

It was a pricey proposition with a three-year lease, but I decided to give it a go — even when they told me the analytics portion was not included in the camera lease. No big deal. I was already sold that this could somehow be better than a GoPro. It wasn't. 

For two months during the high school season, I lugged three heavy suitcases and two tripods to the fields. The setup of two angles took about 20 minutes (not five minutes, as I was told), plus an additional 20 to 30 minutes for the system to boot up and establish a connection (when it established a connection). On two occasions, the cheap plastic mounts that connected heavy metal cameras to heavy metal extension arms broke. The wind took the system out twice, one time blowing the tightly clamped arm clean off the fence and another time knocking over a tripod. 

Their software lacked too. It required me to strip my iPad of most other apps and content (to free up space for the footage), which would then be uploaded to the VidSwap platform. Overall, the capture-transfer success rate was about 20 percent with one angle and 0 percent with two angles. 

The first time I decided to leave Pixelott behind and film a game using my GoPro (and extended battery pack), it was a relief. I knew I would never unpack the Pixelott equipment again. I zip-tied the suitcases.

While Pixelott wouldn't hold me to the lease beyond the first year (I was still in the trial phase when I canceled), they weren't interested in extending any refunds on the unused analytics portion of the contract. I didn't expect it, but their explanation lacked. When I purchased the analytics, they charged me as an individual. But when considering the refund, they claimed the purchase belonged to my school. It also took a month to receive refund labels, which didn't correspond to the equipment I had to send back.

Wow. That's not customer service. And this is why I have nothing good to say about Pixellot. 

As owners and managers, we must always remember that customer service is a choice that directly corresponds to the choices that customers make in the future. More than that, it directly corresponds to what we tell other customers, too, and the overall reputation and brand of the company. Choose wisely. 

Writing Books: Third Wheel As A Debut Novel

Great news! I've set August 21, 2023, as the release date for my debut novel, Third Wheel. It's a coming-of-age story about a boy trying to find his identity by taking chances on random and fragile relationships forged in the early boomtown years of Las Vegas, 1982.

The teenage protagonist Brady Wilks is an outcast as a Midwest transplant, who forges a brotherly bond with an older teenage neighbor, Mick, and his friend, Brett. When Brett unexpectedly moves away, Mick invites a new kid into their pack, squeezing out the last remnants of their childhood in favor of a new world laced with cartel-supplied drugs and the deal of a lifetime. The path brings Brady face to face with the darker side of Las Vegas at a time when cartels, corporations, and the mob were in the midst of a power struggle (even though it is not a mob story).

Sure, the protagonist brushes up against organized crime, but the novel is more about belonging, betrayal, and breaking away from the paths laid before us. The grittier elements serve as a backdrop and something I know a little bit about. While the novel is fictitious, Wilks and I share a few experiences.  

Specifically, I also moved to Las Vegas from the Midwest in the late 70s/early 80s. I also had similar challenges at home and struggled to adapt to life on the fringe of a transient town known for adult entertainment.

Las Vegas as a backdrop

This isn't the Las Vegas that most people think about when they think of Las Vegas, which is why I always felt living here was paradoxical. In 1982, this town was much smaller, maybe 200,000 people, and most of them lived in a California-esque desert suburbia, but with slot machines in their grocery stores and minimal family activities outside of what kids could come up with on their own.

For teens, The Strip and Downtown Las Vegas were more akin to a drive-by experience. We would cruise Downtown Las Vegas and The Strip, stopping only long enough to eat at a buffet, see a show (the few that would let us in), or visit the carnival midway at Circus Circus or Omnimax at Caesars Palace. Sure, sometimes we would see how much we could get away with in the far more famous areas of the city, but mainly we caused our trouble well away from tourists. 

Suffice to say, the famous landmarks and locales are barely blips in this book but still provide the fabric for what life was like in a small town stuffed into a big city envelope. And yes, we all knew who ran it. But mostly, in this book, with the exception of a quick trip to the naked city, casino resorts are only part of the distant skyline, which is mostly how it was when I was growing up too. 

Third Wheel is in production

Behind the scenes, the second proof copy of Third Wheel has been ordered and I am in the process of submitting the manuscript for a few early reviews. Then, after another pass on the proof, we'll format the book for various distributors. 

Currently, Third Wheel preorders are available via Amazon Kindle. But like my first book, 50 States, Third Wheel will be available everywhere books are sold and libraries (as it has a Library of Congress control number). I will also have copies of the book on hand in August, making it easier for readers to purchase a signed copy rather than trying to connect after the purchase. 

There are two ways to read a sneek peak of the first chapter. The first chapter of Third Wheel doubles as a short story in Ten Threads, which is my ten-story companion to 50 States. And, closer to August, I will share a private link to the first chapter via my newsletter. A few months after publication, I'll also share a few additional bits related to Third Wheel in the newsletter, including how to discover its secret music playlist and a reference that grounds it in the 50 States universe. 

That's all the news that's fit to print right now, except I have a new biosite if you prefer to connect with me somewhere else. The only social network not listed on the biosite is Mastadon. I'm still kicking the tires there, much like Gettr and MeWe. Hope to see you around. Good night, good luck, and thanks for taking an interest.

Winning Awards: 50 States Earns Its Fourth Honor

A few weeks ago, 50 States was honored with a 2023 Book Excellence Award. Out of thousands of books entered in this competition, 50 States was selected for its high-quality writing, design, and overall market appeal in the category of short stories. You can find its listing here. 

This isn't the first award 50 States has earned. It won first place for short stories in the Spring 2022 BookFest Awards; first place in the ABR Book Excellence Award for literary fiction, psychological thriller, and short stories; and was named a finalist in the IAN Book Of The Year Awards. 

For me, the honor isn't one of achievement as much as real affirmation. Debut authors tend to read all the reviews. Some are flattering. Some, not so much. And although we all know the score — even the best literary works in history have their 1-star critics — it's nice to see the work resonated with someone, somewhere. And in this case, it's nice to know that the first award wasn't a fluke or happy accident. Lightning might strike twice, but not four times. 

Writing 50 States 

When I first set out to write 50 States, it was never about winning awards. It was a two-year project to teach myself how to write for myself instead of everybody else — something I've done for more than 30 years (and still do today). As a teaching tool, 50 States has been invaluable to me — both in writing the stories and in marketing what most book publishers will tell you is a hard sell. 

Right. A collection of multi-genre short stories isn't on anybody's reading list (until it is). Fortunately, I've found readers anyway — with more than 2,000 copies sold to date (and counting). It's the kind of sales that propels you to push forward and finish work on your debut novel, especially when you are only a few months away — the editing complete, blurb written, and book cover finalized.

Writing a novel is something I would have never been able to do without 50 States and its brisk 10-story companion, Ten Threads. This is doubly true because one of the stories in Ten Threads was the springboard for it, just as 50 States will be the springboard for most, if not all, of my subsequent novels.

Plainly stated, the stories that make up 50 States might stand alone, but there is more to share about each of them. I think about them all the time. What will happen to the Idaho farmer who aches for absolution after a tragedy and is given one more chance at redemption? What about Liam Olsen? Will he ever know what is going on at the nightmarish government biohazard area in Utah he and his girlfriend stumbled into? Do my Maine characters, Billy and Jessica, ever find common ground after spending several years apart in two different worlds, with him never leaving home but her living in New York? Or, more importantly: When, where, or how deeply will all the stories inside 50 States interconnect?

They will, eventually. And it all starts with 50 States.

Finding 50 States

50 States was released by Copywrite, Ink. in January 2022, when it broke into the top 100 bestsellers for literary fiction short stories on Amazon for three consecutive months. It has found itself there, on and off, several times, even breaking into the top ten on one occasion. 

As a collection, it's perfect for readers with fifteen minutes or so to read a single story. A few have told me they like to read a few stories from 50 States when they're between novels. It's a good idea, given that so many stories qualify as dark literary fiction, regardless of genre.

You can still find 50 States anywhere books are sold. Ten Threads is a Kindle exclusive. Most sales seem to happen on Amazon, but you can order a copy from Barnes & Noble, Books A Million, or elsewhere. There are even several indie bookstores that have signed copies in stock. I've given them shoutouts here and on Facebook. The audiobook edition can be found on Audible and iTunes. It's read by Emmy-wining narrator Brian Callanan.