The Value of Plastic

Taxi cabs now advertise the ability to take credit cards and there really is a safety factor in this practice as well as offering a great service to travelers.

In my recent travels to Orlando and NYC, the two cities offer great contrasts in practicing what they preach.

When I started out from the Orlando airport to my hotel, I asked if I could use my credit card for the fare. "Oh no" the driver replied barely speaking English. He explained the credit card machine wasn't working.

Having encountered this same excuse in Fort Lauderdale, I decided to stick to my guns and used my cell phone to call the taxi cab company's telephone # posted in the back of the cab. The manager was very sympathetic and said they could take my credit card. If the machine didn't work, my cab ride was complimentary. He called the driver and they discussed this.

When we pulled into the hotel's entrance, my driver again insisted that he couldn't use the credit card machine and needed cash countering his managers instructions.

But I stood my ground and would not relent to paying cash. The driver wrote down my credit card # and I anticipated a huge charge on my invoice with a credit card used for who would know what.

Continuing my trip to NYC, there was an entirely difference experience. In the Big Apple they are happy to take your plastic. Long or short taxi rides can be paid by a simple swipe and include a gratuity of 15-20%. For a business traveler, it's a great way to document travel without tracking receipts and for a personal trip, better to keep the cash.

My first cab driver in NYC climbed in the back of the cab to show me how to swipe the card and post the tip.

What is the message in my taxi experience? First and foremost--customer service. Making an experience easier for the customer is a win-win. Not providing the service that is advertised is a lose-lose. People have a bad taste in their mouth and tell their friends as well as their Blog.

Neimans & Nordstroms

I must admit one of my favorite pasttimes is shopping and whether it's finding bargains at Walmart to thrifting at Goodwills, the pursuit of treasures is so much fun.

As a marketing consultant, shopping is also an opportunity to really experience a new city and it's people.

A Banana Republic in Wichita, Kansas was somewhat different from our local BR of Boca Raton. There was a far greater selection and merchandise on sale. The same helpfulness by sales people was present and they seemed happy to have ladies throughout the store browsing for bargains.

It's interesting in visiting Neimans aka as Needless Mark Up. I think Stanley would be disappointed today if he toured his stores. Neiman's sales people have such an attitude. It's as if they are bothered by us browsers but potential purchasers. Heavens, we mussed the racks or wanted to try something on.

We are the customer...aren't we? No salesperson knows for sure what we will spend or what needs we may want to fulfill when we touch and feel the cashmere pajamas or try on a designer blazer.

In the Tyson's Corner location, they particularly look down their noses in most departments except in the fragrances. Here, with discretionary purchases that probably are $100.00+, we found the sales assistants very helpful. The CREED counter was staffed by a CREED representative and she really knew her products. She provided excellent education about the individually of the various fragrances and even which was worn by Princess Diana. We became very receptive and eager sampled various blends. She won us.

My return of an article of clothing (with a receipt) that fell apart was not as well met. Both the sales person and the department manager looked at me like I had damaged their clothing rather than accepting that it just didn't wear well. Wow. Next time Nordstoms for me.

I also returned shoes at Nordstroms which on their first wearing caused heal blisters. Did Nordstroms complain? Not once. They credited my account and simply smiled. How nice.

What are we learning from my shopping experiences that fit marketing senior communities? Personal service and caring. We just want people to respect us and be helpful. It goes along way. The old adage of not judging a book by its cover also holds true.

Appearances don't necessarily indicate what we will spend or when we will spend it.

Good sales people should be nice people too.

Showing Appreciation

With limited budgets for speakers, trade associations have often opted to not pay speakers. This is an understandable agreement since the exposure is well worth the expense.

But the costs to be a speaker includes travel, cabs, hotel and meals as well as time away from an office. Additionally, there is the speech writing and preparation, powerpoint creative and handouts all born by speakers.

Some associations graciously offer a complimentary registration for the conference and if there are cocktail parties and exhibit hall events; these may be also be at no additional cost to a speaker.

When associations are struggling for attendees; it's certainly a win-win to have warm bodies fill spaces.

At a recent Florida conference where I was a speaker; this was not the case and my co-speaker and I were not invited to attend conference sessions or networking events. While this is the association's policy; these opportunities for goodwill need to be reconsidered.

I know managing a conference is very detailed and intensive but not showing appreciation to speakers is a missed opportunity.