Blog

  • Outstanding Customer Service

    This is a quick note to highlight the outstanding service I received today at Enterprise Rent-A-Car (ERAC) in Boston, Massachusetts today.

    I spotted the ERAC shuttle in the distance and wondered if I could make it. I started towards the shuttle after stepping outside and tried to make eye contact with the driver, who had already closed the doors. To my delight, he spotted me and waited.

    As we pulled up to the ERAC office, the driver instructed us to leave our bags where they were and that he would unload them for us. As we stepped off the shuttle, a cheerful young lady greeted each of the customers as they stepped onto the sidewalk.

    Stepping into the air conditioned lobby, the same young lady who greeted customers passed out cold water bottles and maps to individuals waiting in line. As ERAC employees became available, they walked up to the person waiting in line, shook their hand, and introduced themselves. After finalizing the reservation, the employee walked out to the car with the customer.

    I noticed that the young man helping me (we’ll call him Samuel, since that’s his name) was moving slowly, seemingly in a bit of pain. His supervisor actually instructed him to take a break after assisting me. Despite this, he made conversation with me as he assisted me, and offered to take my luggage as we walked to the car. I declined of course, but the gesture was appreciated. I found out after inquiring that Samuel was suffering from a blown back, a bad hip, and a hurt ankle. He still walked me out to my car and actually upgraded my vehicle since the class I booked was unavailable.

    Outstanding.

    Contrast this with my experience at Hertz last week:

    • The shuttle driver only permitted customers who had pre-existing reservations, as they were out of vehicles.
    • It took almost 30 minutes to get the rental that I reserved online.
    • The line was out the door in the lobby and moved abysmally slow.
    • The self-service kiosks were unable to complete transactions for anyone who tried them while I was there.

    I signed up for their Hertz #1 Gold Club this weekend to avoid the ridiculous wait, only to find them out of cars this week.

    Who do you think I’ll be renting with next week?

  • What is it worth?

    Which would you prefer?

    Outside of the building where I work, there’s a row of parking spots near the entrance that are reserved for the executives. Land Rover, Lexus, Mercedes, BMW, Audi, and Saab are all represented. I’m not talking about the entry-level coupes and sedans; several of these cars retail for well into six figures. Beautiful cars.

    When I arrive at work in the morning, the cars are there. When I leave in the evening, the cars are still there.

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  • Make mine the special

    Here, have something to nobble on.

    Why are you making it so hard for people?

    When you approach the counter or drive-through window of a fast food chain, what are the most prominent items on the menu? Promotions and value meals. Things that make it easy for you to choose if you don’t already know what you want. What about when you sit down at a restaurant? The server tells you what the specials are and sometimes what vegetables/sides are in season. Even the most indecisive person can make a selection in a hurry when presented with prepared options.

    By the same token, why don’t we market and brand ourselves and our businesses in the same way? I’ve seen dozens upon dozens of resumes, small business and personal websites that don’t get to the heart of the matter: what it is that the person or business does. Isn’t this what’s most important? Studies have shown that visitors will leave a website in about seven seconds if they don’t find what they’re looking for, and also that recruiters scan resumes in the blink of an eye.

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  • Post for Ken’s Class

    To my readers: I was invited by one of my former professors to speak to his class this semester. I understand that he has an outstanding group of upcoming graduates who might benefit from the perspective of someone who’s been in the working world for a little while. I was all set to visit them today until I got pulled onto a project in the northeast at the last minute (on Friday!). This post is for them.

    Hey guys!

    Thanks so much for checking out my site and connecting with me on Twitter, LinkedIn, and Facebook. I really regret not being able to meet you all today, but I will make every effort to visit you this semester. I mean it.

    I’ve been giving some thought to what I could to for you, and I think what you all would benefit from the most is answering the questions you have about the industry and making myself available if you’d like me to demolish review your resumes. I will answer each and every question you have, and I’d be happy to share some insights from the industry. Let’s get started, shall we?

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  • Lessons from a bank robber

    Do you have the conviction of a bank robber?

    Why do you do what you do?

    William “Slick Willie” Sutton wasn’t your typical criminal. He was an expert bank robber, escape artist, safe cracker, master impersonator, and educated mentor. Sutton is rumored never to have used a loaded weapon when robbing a bank, nor robbing one when women or babies were crying.

    Using disguises such as a policeman, window washer, maintenance man, bank guard, mover, Western Union messenger, and striped-pants diplomat, Sutton leveraged social engineering extensively in his heists. He is famously misquoted to have said that he robbed banks because “that’s where they keep the money.” Here’s what he actually said:

    “Why did I rob banks? Because I enjoyed it. I loved it. I was more alive when I was inside a bank, robbing it, than at any other time in my life. I enjoyed everything about it so much that one or two weeks later I’d be out looking for the next job. But to me the money was the chips, that’s all.”

    Purpose. Conviction. Passion. Insight. Perspective.

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  • Where do you work best?

    Desk and monitors

    Do you work best at home? At Starbucks? Perhaps a Library? I do a lot of web design and development in my spare time, and I’ve noticed some interesting patterns in my productivity over the past few years. I used to think that I could work anywhere and be equally effective, but I’ve come to realize that my assumption was simply untrue.

    I don’t work very well at home. As a matter of fact, I don’t even work well on my main PC (a fire-breathing custom-built Vista box with two widescreen monitors and an obnoxiously powerful sound system). I have a comfortable computer chair, a wireless keyboard/mouse combo, and everything that should turn me into a bastion of efficiency when I slide into the command center.

    The problem is…I rarely do creative work there. At all.

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  • 25 things I love about Consulting

    25I’ve been employed as a technology consultant for over two years now and in that time, I’ve come to appreciate a lot of the things to which I’m exposed. I’ve put together a list of some of the things for which I’m most grateful, and I hope that this becomes a helpful resource if you’re considering a similar career.

    Without further ado, 25 things I love about Consulting:

    1. Exposure to the latest and cutting-edge technologies.
    2. Exposure to vastly different management styles and methodologies.
    3. Exposure to different industries and corporate cultures.
    4. Working with abstract problems and creating concrete solutions.
    5. Understanding complex problems only after carefully listening to someone explain it.
    6. Dealing with client egos, territorial habits, insecurities, and abrasive tendencies.
    7. Learning how to “push back” against unreasonable client and management demands.
    8. Learning how to ask questions until they get answered.
    9. Having to become intimately acquainted with something completely foreign. Quickly.
    10. Developing a sensitivity to tone, body language, and other nonverbal cues.
    11. Learning how to speak the language of different corporate environments.
    12. Learning the fine art of negotiation. (more…)
  • Google Friend Connect

    As you can see (in the sidebar), I added a Google Friend Connect widget to my site this evening. What is GFC? From the website:

    Google Friend Connect

    Google Friend Connect instantly awakens and strengthens the community that visits your site by enriching it with social features. Watch the video below to learn more.

    There are some pretty neat ways of garnering visitor feedback using Google Friend Connect. Depending on the response, I’ll be rolling out more of these in the weeks to come. It was extremely simple to implement it on the site (FTPing two files and filling out a form).

    There are a few obtrusive widgets available that I’ll steer clear of, like the Social Bar (see an example on this site). Maybe it’ll grow on me and although I think the functionality is important, I can’t justify stealing 30 or so pixels from people without them explicitly enabling the bar.

    At any rate, I look forward to seeing the response from my “readership” (smile), and I welcome your feedback.

    Would you mind signing up and letting me know what you think? Thanks!

  • When building your brand online, start early

    Google search result for "Willie Jackson"

    On Friday, May 1st, I got this email from someone named Willie Jackson who had happened upon my website. Pretty neat, right? It gets better. He’s also studying IT (in California) and was instructed by his professor to do a vanity search.

    His unedited message is below.

    Hi Willie,

    True story… I’m finishing my Associate’s degree for Information and Technology and in one my classes, during a discussion about reumes, my professor tells me that I should Google my name and see what comes up. To my surprise, there was a website called williejackson.com at the top of the results. I was even more surprised when I learned that the site had tips on resumes and maintaining a good web image (which was the very topic that lead me to Google my name in the first place).

    I was pulled over for speeding once and the officer told me that there are at least fifty Willie Jacksons in California with warrants out for their arrest. Needless to say, I rather be mistaken for you than for any of them. Anyway, I will have my Associate’s degree in June and as I continue working towards my Bachelor’s in Computer Science, I will check your site frequently for more tips and information. Keep up the good work!

    -Willie Jackson

    P.S. How do you start a career in web design or programming when all of the openings seem to be looking for people with 3 – 5 years of experience?

    (more…)

  • Why losing your job is not the end of the world and what to do if it happens

    An essay on the interoperable relationship between business and fear, in particular as it relates to the current world economy, especially having to do with the prospect of losing one’s job vis-à-vis layoff, by David ‘Bucky’ Schwarz Jr. Esq.1

    Donald Trump

    Well, the unthinkable happened: You got canned during a recession

    If you’re anything like me when I got laid off, your mind will be reeling. The kind of reeling that happens after your dog unexpectedly dies or when you find out your sweetheart actually wasn’t so sweet and sort of operates an escort service at night and is kind of well known throughout several large metropolitan areas. It’s ok though, this reeling feeling is completely normal. But what to do about it?

    In the immortal words of Douglas Adams: “Don’t panic.” You’re not going to starve tonight because you lost your job today (unless you’ve seriously miscalculated your budget, in which case, why are you reading this? Start panicking!). For most jobs, there is typically a delay of a week or two between the hours you work and when you get paid for those hours. So you should have at the very least one paycheck (in addition to your severance package) coming your way; if nothing else, you should be able to eat for at least a week. When being laid off, it’s important to remember that things like this are not personal. The economy sucks, nobody has confidence in it right now, and people are scared. These kinds of things happen – and are most likely not your fault.

    As trite as it is to say: it’s not you; it’s them. Try to put yourself in the position of those heartless bastards who just let you go. Do you think they’re enjoying this? Do you think they like having to tell their colleagues that they don’t have a job? Do you think they get kicks out of exercising their power to ruin people’s lives? Of course they don’t. They never wanted it to come to this. But they have no choice. No one, except for maybe Rich Uncle Pennybags enjoys having to let people go. So don’t take it personally, and don’t let it get to you.

    Let’s take a step back for a second. Pretend that you know you’re about to be laid off, but it hasn’t happened yet – a lovely daydream, I know. But, it’s a daydream to have, because you can plan out how you’re going to negotiate a better severance package. If you weren’t aware, and you take only one thing away from this article, take this: everything in business is negotiable. Everything. It’s just a matter of finding the person who has been empowered to negotiate. And I guarantee you someone present during your layoff will be empowered to negotiate with you. So negotiate your severance package. What do you have to lose? (The correct answer is nothing).

    When I was laid off, I made the mistake of being in a daze when I talked to my boss’s boss and I just accepted their two week severance pay, not even realizing I could negotiate for better terms. It was especially sickening, considering I busted my hump for that company and my lack of negotiation meant I would have to dip into my savings. Don’t make the same mistake; whatever discomfort you might feel about negotiating for more money is going to pale in comparison to the discomfort you feel when you take money out of your savings for food. And that is not a good feeling – so cowboy up and negotiate yourself some free money. How do you actually negotiate for your severance? There are several good articles on the interwebs dealing specifically with that subject. And if those don’t work out, there’s always the Google.

    Ok, back to the present – now what? Continue to “Don’t panic.”

    You’re not going to starve tomorrow, and hopefully your negotiations went well and you’ll have a good amount of scratch coming your way. Even if the negotiations failed, don’t fret about it. Take a few days for yourself. If you’re anything like I was, for the next week, your mind will be aglow with whirling, transient nodes of thought careening through a cosmic vapor of invention. So use the next few days to compose yourself. Take some time for self-reflection, meditation, and getting completely stinko. Look back over your time with the jerks who just threw you out on the street. Analyze what you did well and what you did poorly. Look at the mistakes you made during your tenure there. Examine how you handled yourself during the layoff period. Think about what you would change and what you would do the same. Learn from your mistakes. Store all of these conclusions away for the future – they can only help you grow in your career and as a person.

    Next, take some time off – real time off. The kind of time off where you block out anything related to work, resumes, job skills, networking or synergy. I can’t state this enough: use this time to completely unwind. Just because you were laid off doesn’t mean you can’t have a mini-vacation, as long as you’ve got the funds – and even if you’re low on funds, there’s always unemployment – courtesy of your former employer and the gubment. Catch up with friends you’ve been too busy for. Do some non-work related things you’ve been meaning to get done. Finish reading How Stella Got Her Groove Back.

    When I was laid off at the end of September 2008, I was worried and confused about what to do. I didn’t know if I should tell potential employers that I had been laid off, or if I should try to keep that fact concealed. I decided that I would only divulge that information if asked. However, at this point (late March, 2009) there is no reason not to tell people you’ve been laid off. With the economy in the proverbial commode, and unemployment hovering around 9%, layoffs are to be expected and don’t really reflect poorly upon you. However, there is a silver lining to this economic downturn: with all the layoffs there is now a great support network for people who’ve been laid off. There are literally thousands of people out there blogging and tweeting about what it’s like to be laid off and what to do if it happens to you. Get connected to that network – they may be helpful in finding your next job.

    By this time, you should be ready to start back up with your job search

    Luckily (for both me, the author and you, the reader), how to write a resume and land a job is beyond the scope of this article, but there are literally millions of resources out there devoted to just this topic. Tap into those resources. Use your network to let people know you were laid off and are seeking a job. Get on the Facebook, the Twiter, LinkedIn and other social networking sites. Start talking to headhunters – let them do the work for you. Don’t give up. It’s tough, but it’s completely manageable if you break your tasks into small, manageable chunks. I’ll leave you with a nugget of wisdom my former boss provided me when he was searching for a job:

    “You’ll find out who your true friends are when you search for a job. Your true friends will tell you about every opportunity employment they find. Use them.”

    tl;dr:2 economy sucks, layoffs happen, not your fault, negotiate for a better severance package, unemployment benefits lol, take some time off, network, get a job, ?????, profit.

    David ‘Bucky’ Schwarz is a 25 year-old web developer living in Cary, North Carolina. David enjoys reading, photography, programming, and driving. He blogs here, tweets here, and rocks a mean pair of aviator shades. Any questions? Ask then in the comments!

    David is not actually an attorney.
    Internet slang for “too long; didn’t read”