Didn't We Just See This Movie?

Another devastating earthquake, this time in Chile. The 8.8 quake, one of the strongest in recorded history, hit near Concepcion, about 200 miles south of Santiago, and lasted for more than a minute. The quake "tossed people around as if they were on an airplane experiencing extreme turbulence" according to Chilean TV sources.

For those of you who have never been in an earthquake -- let alone one of such a high magnitude (and very few have) -- or extreme turbulence in an airplane, suffice it to say that that minute undoubtedly felt like a lifetime.

And then some.

This far, over 200 people have been reported killed.

As is being reported, newer, more earthquake- safe buildings survived the massive quake reasonably well. Older buildings, unfortunately, did not.

The building to the right is Santiago's Academy of Fine Arts, a gorgeous, elegant structure, which sustained heavy damage. In addition to the vibrant, modern and cosmopolitan Santiago, the cities of Concepcion, Vina del Mar, an incredibly beautiful and charming town on the coast, and its neighbor Valparaiso, the major port of Chile were also hard hit.

Without doubt, some of my favorite places on Earth.

Given its distance from much of the world, as well as its recent political history, Santiago de Chile is not well-known. A foreign capital thousands of miles, if not worlds, away. Indeed, when flying from San Francisco, the equator is the half-way point in the trip. As a result, many of us likely had the same reaction to this quake as we did to Haiti's: Horrible, to be sure, but at least it didn't affect anyone in my family.

Unless, of course, it did.

And while I don't have blood family in Chile, some of my very closest friends and their children live in Santiago. You can check out a photo of one of these families in the November 30, 2009 post, "Earning Thanks".

Living in the San Francisco Bay Area, a geography of 'high seismic activity' (read: the ground shakes regularly and sometimes with terrific force) we are taught from an early age how to behave during and immediately after an earthquake. One rule that's been drilled into us from elementary school: Do NOT use a phone after an earthquake. Clogging the phone lines is not a good thing and may prevent emergency and rescue teams from doing their jobs.

Sounds reasonable, no? Unless, of course, you actually want to see if your family survived the earthquake. Let me tell you, it gets personal fast when it's your family that's been involved in a disaster.

So, of course, what did I do early Saturday morning upon hearing about the earthquake? If you guessed 'Did what I had been taught and patiently waited to call my dear friends in Santiago', you lose. Badly. Next time opt for 'I got on the phone and called Santiago as if I was trying to be the 10th caller for a radio contest, eager to hear that my friends and their families lived.' (Wait to call? Are you kidding?)

Unfortunately, at post time I had not gotten through to anyone. No direct contact. No e-mail. No voicemail. No confirmation of any kind that my dear friends and their wonderful children had survived the devastation.

I am, of course, hopeful. But until I hear that they are safe and that their homes and businesses survived, I am alone with my fears, wondering about the people a world away that I love.

Pura Vida!

As a public service to those in the northern hemisphere still living in the midst of a cold and dark winter, TJW comes to you live and in living color this week from the beautiful country of Costa Rica.

The home to amazing rain forests, seven active volcanoes, fabulous national parks, a dazzling array of wildlife, breathtaking beaches and zip lining. (And, to be fair, some of the worst roads imaginable.) A country filled with friendly, helpful, charming people. A country where passers-by stop to see what someone looking up into a tree might have spotted. (A two-toed or three-toed sloth? A toucan? Or, just possibly, the resplendent quetzal, the national bird of Costa Rica.) A country where mucho gusto -- with much pleasure -- is their equivalent for 'you're welcome' and is said with meaning. A country whose unofficial national expression, shared regularly with friends and strangers alike, is Pura Vida, the pure life.

Oh, and did I mention that the water is safe throughout the country, most people speak English, and the U.S. dollar is accepted everywhere -- in even the smallest road-side restaurants? And while you will get used to it, the plumbing in most places is insufficient to dispose toilet paper. (A small receptacle next to each toilet is for that purpose.) A bit unusual at first, I grant you, but just part of the charm of the place.

And although it's difficult to find good Chinese and deli here, the epicurean deprivation is more than balanced by the delicious and inexpensive casado ('marriage'), a plato tipico served everywhere consisting of rice, beans, fried plantains, a small salad, and either fish, chicken or beef. Costa Rican home cooking at its finest.

But if it's your soul that needs nourishment (and whose doesn't?), spend 20 minutes watching troops of capuchin or squirrel monkeys jump from tree to tree, some carrying infants on their backs. The sight will take your mind off of everything and fill your heart with joy.

Not charmed yet? Then consider this: In the vast majority of the country, streets are not named and buildings are not numbered. Yes, Costa Rica has no addresses! Looking for a specific place? Here, you'll need, ready?, to talk to strangers, who, shockingly enough, will actually help you. With pleasure.

Wait, there's more! Here, if you fall while, say, walking down stairs it's nearly impossible to sue for damages. If you even find your way into a courtroom which, I'm told, can take years, the first thing the judge must ask is why you weren't being more careful. What? Take personal responsibility for one's actions rather than blaming someone else? How quaint. (And how cool!)

I'm in love.

Costa Rica is also remarkably progressive. "Progressive?", you ask. "Si", we respond with enthusiasm. (Please forgive the lack of an accent over the 'i'. Accents are not available at this blog site. Like no one would ever consider using anything but English, another pet peeve we'll leave for another time.)

Yes, progressive. Consider this:

• The country abolished its army in 1949 and invested much of the cost-savings in its top two priorities: Education and the protection of the country's natural resources
  

• As a result, the literacy rate of Costa Rica is currently 97%

• Approximately 25% of the country's land is national parks (one more amazing than the next, by the way) or other protected areas

• In a land mass representing only .25% of the Earth, Costa Rica is home to 5% of the globe's biodiversity, with over 800 species of birds

• Trees with a circumference of greater than 10 inches are prohibited from being cut down without written permission from the local authorities
  

• All beaches are owned by the people of Costa Rica and access cannot be blocked by hotels or private residences
  

• Health care is provided to all Ticos (the local affectionate name for Costa Ricas)
  

• In 2007, the government announced plans to become the first carbon-neutral country by 2021, and
  

• Last month, the country elected a woman president.

Think we, in the mighty United States, have something to learn from this small Central American country?

I do.

Think it might be possible for us to divert some money from our military to fund education to a level commensurate with our nation's status as a world leader?

Think it might be possible for us to protect our natural resources -- especially our forests and shorelines?

Think it might be possible for us to provide health care for all of our people?

Think it might be possible for us to commit to carbon-neutrality?

And that's just for starters.

Maybe if we could find an alternative to the wars we're raging...lessen our need for such a large military...ah, but my mind wanders. Maybe it's the heat. Or the troop of capuchin playing in the trees beside this balcony.

In the meantime, consider spending a week here. You'll see why Ticos consider life in this lovely country pure.

Talk To The Hand, Girl Friend!

Can someone, anyone, please tell Sarah that it's perfectly acceptable to take notes -- written on something aside from one's hand -- to the podium to use while making a speech?

A piece of paper. A napkin. The back of the agenda for the event. Anything. But not your hand! Doesn't she know that writing on one's own skin can lead to blood poisoning? (My mother swears that it does.) And, my goodness, writing on your own hand is so 7th grade.

Take a closer look. One of her topics has been crossed out. I wonder: did she do that while speaking?

My mind wanders...

Covered that, she thinks while crossing out note. Let's move on to...(squinting at the fourth notation, can't quite read her own writing) ...Lil' Abner? Does that actually say 'Lil' Abner'? What did I have to say about Lil' Abner? What do I know about Lil' Abner? I like comics, but these Tea Party folks don't seem to be in such a humorous mood. You think they even have a sense of humor? Maybe instead I should go back to the top of the list and talk energy. But let's get real, girl friend, what do I know about energy?

And she thinks using a teleprompter is bad form? Someone give her a clue. Please.

Good thing her speech wasn't about foreign policy. Mahmoud Ahmadinejad would take the entire palm and, with that the only note to use, the speech would be very brief. Or, far worse, what if the speech was about capitals of the world? She'd need the entire arm and more for that. A scary thought.

A scarier thought? That after all we've seen and heard, a majority of the voters of this country would still consider her President-worthy. Certainly the Republicans can find another pro-life, pro-war, anti-gay marriage, xenophobic beauty queen who writes notes on paper to compete for the land's highest office. Maybe with an understanding of world affairs? They're out there, no? (Hey, I'm just saying.)

Sorry, Sarah. This one was just way too easy. And, of course, way too hard to ignore. (I do like your glasses.)

Speaking of the power of a championship team to elevate the mood -- at least momentarily -- of an entire region, we here at The Job of Work (TJW as it's known in the Wall Street Journal) point you to the citzenry of the amazing city of New Orleans. A city ignored by its own federal government in its time of greatest need. A city in which its 9th Ward still lays largely in ruins, 4+ years after Katrina. A city with much of its population still dispersed across the country. A city that has supported its football team through thin and, recently, thick. A city that needed something -- anything -- to hasten its emotional recovery.

Now they've got it. Their beloved Saints, a mere football team, has given them something they haven't had in some time: Hope and pride. Their team won a Super Bowl. Scoff if you'd like. But don't overlook the impact of the accomplishment on those who have supported this team for years. And who needed a reason to believe.

While I know that some would say that sports is a hallow, shallow endeavor, I counter by saying that anything that provides hope and pride is worth its weight in gold. Or, in this case, beignets.

I only hope that George W. isn't waiting by the phone for a call to serve as Grand Marshall for their Super Bowl parade. You blew that one, Dude. And the parade has already happened. (But, hey, thanks for reading TJW. It's much appreciated.)

Happy Presidents' Day. See you next week from Costa Rica.

Broken Promises

Unlike the George Clooney character in Up In The Air, I have no burning need to amass 10 million frequent flyer miles. From time to time, however, I am interested in exchanging my hard-earned miles for free flights. After all, that's the promise the airlines make with us, right? We fly on their planes and in exchange for our 'loyalty' they 'reward' us with free flights. The more we fly, the more we can fly free.

Not only that, but the more we fly, and as we move up the frequent flyer ranks, the more niceties the airlines provide. Fly a boat-load of miles on one airline and they'll likely provide a shorter line through security, earlier boarding -- sometimes on special carpeting! -- the possibility of upgrades, and even a 'private' customer service phone number with agents who actually refer to you by name. Not to mention the elegant frequent flyer ID card you're awarded and, often, cool luggage tags! (Anyone need 10 sets of luggage tags?) Southwest even sends a birthday card each year. Spend a fortune on an airline and you'll feel the love.

All in all, a sweet deal.

Until that times arrives -- and surely it will -- when you have the audacity, the impetuosity, the completely irrational desire to do the unthinkable. You know of what I speak. Yes, that moment when you want to cash in some of those miles for a free flight.

That's when the wheels come off. In a big way.

Studies have documented the level of stress humans experience during key life cycle events. I am not aware, however, of any studies that have quantified and ranked the level of frustration we commonly endure while attempting to deal with customer service representatives by industry. My guess is that on a scale of 1 to 10, where 1 = No Frustration Whatsoever and 10 = I'm Thinking of Killing This Idiot, attempting to exchange frequent flyer miles for a free trip is, thank you This Is Spinal Tap, an 11.

The experience I've had over the last couple of years is so very consistent -- regardless of airline -- that it suggests, at least to me, that the nice people who serve as customer service reps receive special and identical training throughout the industry on how to deal with requests for free travel. If so, I think the training would look something like this.

Trainer

Welcome back from lunch. This afternoon, we'll turn our attention to requests for free travel. This is a very important component of your training. As travelers amass hundreds of millions of frequent flyer miles, our customers will be increasingly interested in exchanging those miles for free travel. It's your job to provide wonderful service and, simultaneously, do everything possible to avoid saying 'Yes'. I mean, really. How can your airline afford to give away so many free trips? [Laughter. Nodding of heads throughout the room.]

Let's see how this works. Please open your binder to Section 3: Never Say 'No' -- But Never, Ever Say 'Yes'! Please read scenario 1. [Pause.] Good. Now let's practice.

You've just received a call from a Super Duper Supreme Elite Flyer, your airline's highest frequent flyer level. The individual would like 2 Business Class seats from San Francisco to London. I'll play the role of the flyer. Who would like to take her call? Great. Let's begin.

Customer Service Rep

Thank you for calling. How can I help you today, Ms. Bloomenstein?

Trainer

I'd like to use some of my frequent flier miles to book 2 Business Class seats from SFO to London Heathrow. I'd like to depart of May 2 and return on May 10.

Customer Service Rep

[Sounds of a keyboard.] On those dates, because of the short length of time before the flights, because the trip is less than 30 days in duration and because you'll be flying near a national holiday and over a nation monument, each seat will require 125,000 miles. Yes, you have more than enough miles for these flights. Now let me check availability on the May 2 outbound flight. [Pause. More sounds of keyboard.] Hmm. [Another pause.] Unfortunately, I don't see any available seats on that flight.

Trainer

That flight is not for 11 months. And it's 125,000 miles? For each seat? For flying over a national monument? You've got to be kidding. But you say that there are no Business Class seats available? What about later that day?

Customer Service Rep

[More keyboard tapping.] Let me check. [Pause. Keyboard tapping.] Actually, there are no seats of any kind available for free travel on that day.

Trainer

Nothing? You have 3 flights on that day and there's nothing on any flight? Not even in Coach?

Customer Service Rep

[Keyboard tapping.] Very sorry, but no. There's nothing available.

Trainer

[Dejectedly.] Can you please check the return?

Customer Service Rep

Absolutely! [Pause. Tapping.] I'm so sorry, but there's nothing available on those flights either. Nothing in Business and nothing in Coach.

Trainer

Nothing? Nothing at all on either day? But I must be in London on May 5 for a very important family event.

Customer Service Rep

Let me see what I can do, Ms. Bloomenstein. Can I put you on hold for a moment?

Trainer

[To student.] A very nice touch! Hitting your keyboard at random gives the impression that you're actually looking at seat availability on your monitor. And putting someone on hold usually makes someone believe that you're doing something so involved that you need complete concentration or even the help of one of your colleagues. Like that would happen! [Laughter.] Very nicely done. By the way, have you taken this class before? Regardless, you're a natural.

Okay, let's get back to it.

Customer Service Rep

Thank you for holding, Ms. Bloomenstein. I think we're in luck. We can put you on a May 3 flight from San Francisco to Salt Lake City, where you'll have an easy 2-hour layover, then a connection to Chicago, a stopover in Frankfurt and a non-stop from there to London Gatwick, arriving on the morning of May 5. For the return, we have you departing London Heathrow on the afternoon of May 5, flying to Orlando, a stopover and a 3-hour layover in Dallas , and then connecting to a flight to San Jose, California. Unfortunately, there's only 1 seat on the Dallas - San Jose flight. [Triumphantly.] Shall I book this for you?

Trainer

[Exasperated.] That's the best you can do? You realize, of course, that I'd arrive in London on May 5 in the morning and leave the same day? Do you also realize that you have me departing from San Francisco and returning to San Jose? Those two airports are 30 miles apart. And, you say that there's only 1 seat on the return flight from Dallas? How is this all supposed to work?

Customer Service Rep

Did I mention that the outbound flight to Salt Lake City is in Business Class? One seat, anyway. Amazing that we could get that!

Trainer

This is ridiculous. After all of the flights I've taken on this airline. Okay. [With resignation.] Are there any alternatives?

Customer Service Rep

Well, Ms. Bloomenstein, we do have Business Class seats available on your travel dates for purchase. By booking these seats now, you'd receive 10,000 frequent flyer miles, plus a 5,000 bonus for flying Business, plus a 2,500 bonus because of your elite status with us. That's per seat. And if you use our airline's credit card, you'd receive an additional 10,000 bonus miles. Together, that's 45,000 miles, Ms. Bloomenstein! Which is nearly enough for a free flight anywhere in the continental United States. In Coach, of course, and black-out dates do apply. [Enthusiastically.] Shall I book the flights for you?

Trainer

[To Student.] Simply marvelous! You never said 'No'. You gave the customer a choice that she turned down. And, brilliantly, you brought her full-circle, eventually selling her the two seats she originally wanted for free! She remains a devoted customer and you've added to your sales quota. Very, very nicely done.

Customer Service Rep

Thank you. But I forgot to ask her if she'd participate in our Customer Service Survey.

Trainer

True. Don't worry. Perfection comes with time and practice. Now let's turn to Section 4: Pretending to Be the Supervisor (When an Irate Customer Asks to Talk to One)...

Killer Openings

We lost another great one this week with the passing of J.D. Salinger. While we hadn't heard from him in decades, and most likely thought he had died years ago, The Catcher in the Rye was, possibly, the most important novel many of us would read growing up. (Yes, Mr. Iverson, that includes Wuthering Heights. Especially Wuthering Heights.) Just take a look at the first sentence:

If you really want to hear about it, the first thing you’ll probably want to know is where I was born and what my lousy childhood was like, and how my parents were occupied and all before they had me, and all that David Copperfield kind of crap, but I don’t feel like going into it, if you want to know the truth.

Is there a better opening sentence to a novel? Even if you overlook the use of the word 'crap' -- something very few of us junior high school boys could -- you've got a sentence that nailed it. It was like something we might have said, if only we could use the English language that well in 8th or 9th grade. (We certainly could use 'crap' in all of its forms with dexterity and eloquence.) For most of us, it was the one novel assigned in school that we actually read -- not because we had to -- but because Holden Caulfield seemed like one of us and had something important to say. To us.

Thanks, J.D. From us all.

While we're on the topic, is there a better opening sentence to a novel? Okay, that book with 'In the beginning...' as its first sentence is a grabber. Moby Dick's 'Call me Ishmael.' is noteworthy, but, frankly, not terribly exciting. Better than both, though, is the magnificent first sentence from A Tale of Two Cities:

It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, it was the season of Light, it was the season of Darkness, it was the spring of hope, it was the winter of despair, we had everything before us, we had nothing before us, we were all going direct to Heaven, we were all going direct the other way—in short, the period was so far like the present period, that some of its noisiest authorities insisted on its being received, for good or for evil, in the superlative degree of comparison only.

Brilliant. And the book only got better from there. Pick it up again. You'll be taken by the scathing political observations, the humor (yes, laugh-out-loud humor), the terrific story and Dickens' ability to capture the ethos of a desperate time. I think you'll find that the second reading is far better than the first -- especially if the first was during junior or senior high.

Even so, here's my absolute all-time favorite novel opener:

It was love at first sight.

The first time Yossarian saw the chaplain he fell madly in love with him.

Yes, I know that was two sentences and two paragraphs actually, but, hey, it's my game. Know the novel from which they come? Of course you do. Another book worthy of a second or third reading, to be sure.

Speaking of great places to work (sorry for the neck-straining segue), Fortune this week released its list of the top 100 organizations in which to work. Methodology used to select these companies aside -- the company must be at least 7 years old, have at least 1,000 employees, have applied to be considered and have scored in the top 100 of the 343 applicants -- there's much to be gleaned from the efforts these organizations make to create desirable and productive work places.

(And, no, The Schnur Consulting Group did not make the list. After all, would we want to be a member of a club that would have us as a member? I think not. Besides, we're a tad short of the 1,000 employees required. Maybe next year.)

So what can be gleaned by perusing the top 100 list? About the same things as our research revealed on what attracts top talent to an organization and helps retain them for a significant period of time. Namely:

• A strong sense of 'community' is important to many -- and pays off in sustained, long-term profitability

• A shared purpose -- better yet, a cause -- helps drive performance beyond what people might otherwise produce at work

• Leadership of high credibility, actively in touch with their people and willing to sacrifice for them, creates value

• An on-going investment in employees (e.g., training, development) improves performance and is highly attractive, especially to those newer to the world of work

• A relentless focus on customers -- indeed, putting the customer first -- clarifies priorities and can be a catalyst for streamlining processes

• Being treated as a responsible adult (e.g., more concern for productivity than for standard work hours) differentiates top performing companies from all others

• Good pay. While not a motivator, pay must be considered competitive.

• Benefits that promote a healthy lifestyle (e.g., on-site food services, incentives for fitness, subsidies for day care, sabbaticals, etc.) help to support a company's values -- especially those that say, in not so many words, 'We need you healthy and secure.'

Our research indicates that when these attributes are combined, the cost of attracting top talent is significantly lower, as is their turnover rate. Not surprisingly, companies considered to achieve the above qualities typically outperform their competition, deliver superior returns to shareholders, and, importantly, are able to sustain profitable growth. The companies with the above attributes get it: Top talent in a supportive, flexible, customer-centric environment drives value creation.

An intuitive conclusion. One, though, that's a bit more difficult to execute. (Ah, but that's why we're here.) And there's never been a better time to transform your organization's culture into one that is attractive and conducive to top talent. We're talking about a process that produces tangible results, including, among others: productivity gains, elevated service quality, process improvement, and faster time-to-market. Performance gains most companies desperately need right now.

And that, I assure you, is not some David Copperfield kind of crap. (Sorry. I couldn't resist.)