Today is My Day...

Wow.  I just got off the BEST Customer Service phone call I've ever had.  Call was answered almost immediately.  Person spoke perfect English.  The entire call lasted 5 minutes, from dialing to hanging up.  I placed my order, gave my credit card information, confirmed my mailing address, received by Shipment Delivery date, merged my two accounts into one (because I wasn't able to login to my account online - it said I had multiple Account #'s associated with my email address - they still had an account with my maiden name and she picked up on that immediately), received my new and final Account #, updated my Pin #, and changed my email address.  All of that in record speed.

Today is my day.  Let's hope nothing ruins this perfect record.

Off to purchase a steam cleaner online...

Warranties that Work

I went to purchase a new protective case for my phone today because I have a propensity to drop my phone when I get out of the car.  My 6-month old case is now broken :( .  I go into the "Mobile" store, grab the case and head to the counter to make my purchase.  The following conversation occurred: 

[Mobile Phone Representative Behind the Counter...let's call him MPR.]

MPR: "This case will have a 1-year warranty in case you break it or it stops holding your phone, etc."
Me: "Does that mean that my original case was also under warranty?"
MPR: "Did you buy it from our headquarters?"
Me: "No, I bought it here."
MPR: "Hmmm...let me look that up."

....pause for some computer keyboard strokes...

MPR: "Yep, you are still covered under warranty.  Do you have that case with you?"
Me: "Why yes, yes I do."

...I hand him over broken case...
...MPR takes new case out of the box and puts it on the counter...

MPR: "Okay, here you go.  Even trade."
Me: "Really?  That's it?  I'm good to go?"
MPR: "Yep!  Have a nice day!"

This made my day.  If only things were this simple and easy with all warranties!! 

Netflix Corporate Culture - BLOGISODE THREE: Brilliant Jerks

For those of you who were eagerly reading and tracking my Netflix Blogisodes, fear not. They are back! I really wanted to make sure and write this one because it focuses on something that I really liked about this presentation! (For those of you who are unfamiliar, I wrote two previous Blogisodes on Netflix’s Corporate Culture presentation which can be found here: Reference Guide on our Freedom & Responsibility Culture.)

On slide 34 Netflix says this:

Brilliant Jerks

o Some companies tolerate them

o For us, the cost to teamwork is too high

o Diverse styles are fine – as long as person embodies the 9 values

I absolutely LOVE this slide. I think that too often the importance of culture and teamwork is overlooked by the impressiveness of someone’s intellect. Intellect with tact means nothing. Think back to the rotten apple quote you always heard growing up (or was that just me?). All it takes is one rotten apple in the bunch. You will be amazed at how quickly team work, efficiency, loyalty, and motivation starts to slide right out the door when the work environment is not a pleasant one. Who wants to willingly go to work and encounter a jerk at work every day? I don’t. I don’t care HOW smart you are. For me, the only brilliant jerks allowed in my life are surgeons, and that’s because I’m usually under anesthesia and don’t have to interact with them.  I just want them to be brilliant at what they do :).

Look for more positive reactions in future blogisodes!