Clarence Clemons to the Rescue

As a freshman at St. John's University, I had the opportunity to do my own radio show on the now defunct KSJU college radio station.  There's a good history of the station (that makes me feel incredibly old) that can be found here.  

 I did a two-hour blues-oriented show for two years, and actually gained an OK amount of listeners; most of them non-students from the surrounding areas.  With my show, I was given the latitude to play whatever I wanted, and while we touched on staples like B.B. King, Muddy Waters, and Bobby "Blue" Bland, I was also able to dive into more obscure artists like Eddie"Cleanhead" Vinson, "Big Mama" Thornton, and Clarence"Gatemouth" Brown.   

By the way, what the heck happened to blues artists with such great nicknames?  Those were the days, but I digress.   

Unfortunately, with my first show as a freshman I needed to prove out my broadcasting capabilities, and therefore was not awarded a "specialty" show right off of the bat.  I had to broadcast a programmed show, which meant that I had latitude to play about half of what I wanted, and the other half had to come from the "new music" bin.  For a guy that was trying to craft a blues show, doing so by tapping the "new bin" meant some pretty slim pickings.  While there were great albums there being released by new bands like The Suburbs, Depeche Mode, U2, and REM, the style of those songs didn't fit well into the format that I wanted.  Thankfully, I was able to pluck out enough out of the bin to keep me compliant, and one of my biggest aids was Clarence Clemons' album Rescue.   

Led by lead singer J.T. Bowen's gritty and soulful vocals, this "new" album was a soulful and bluesy mix that was just right for what I wanted for my show.  It had a number of really, really strong tracks.  And to keep compliant, I played the living hell out of it.   

So with the sad and untimely death of The Big Man, yesterday, I couldn't help but be reminded of that album, and how good it was.  While it is totally out of print, I was surprised to see that it looks like a combo can be purchased from Amazon that pairs Rescue with a very weak Hero.  I placed mine; unfortunately it is on backorder.    

 For a kid in the early '80's looking to stay true to the music, Rescue could not have been more aptly named.    

 Rest in peace, Big Man.  You were one of a kind, and you'll be greatly missed.  

Water Main Break at Torrey Pines

I was fortunate enough to play historic Torrey Pines yesterday, and was shocked to see this event erupting from the North course (we were playing South).

That's not something you see every day.

I shot this photo from the middle of 16, and by the time we finished our round the water had not yet been shut off.  I'm hoping it didn't do too much damage to this beautiful course.  

Look for more photos on the round from Torrey to be posted up soon.

San Diego Hilton Bayfront - Review Update

After a tough check in my first night (see the story here), I was surprised and delighted about how Hilton addressed my situation.   

What happened?  Actually, a lot: 

• It started with a notification that the hotel was following me on Twitter.  They obviously had been made aware of my article, likely through a Google Alerts feed or something similar.  They're using social media to monitor and protect their brand, and as a web marketer I tip my hat to that level of being proactive.  
•  I keep this blog as anonymous as possible (although my Twitter feed is telling), so if my post was reviewed, in order to research the situation, whoever would do so would need to do some digging.   
• Digging was definitely done as when I returned to my hotel room after the conference last night, I was met with this tray which featured waters, fresh pears, a $50 discount on the restaurant, a $50 discount on the spa, and a thoughtful, poignant, and sincere handwritten note of apology.   

I was blown away.   None of this was necessary.  As stated earlier, I wasn’t fishing for anything.  I guess I was really looking for some kind of recognition or understanding that performance was far below my expectations.  In their research and response to my situation, my expectations were far, far exceeded.  

So thanks to the Bayfront Hilton for a very sincere, classy, unexpected, and genuine response.  As one who spends his career on trying to take care of our customer, I’m very, very impresed.  

San Diego Hilton Bayfront - A Bad Service Review

I’m staying at the San Diego Bayfront Hilton right now.   

Barely.   

After a long day of travel, I arrived at my hotel lugging my case, backpack, and golf clubs.  I waited patiently in queue, as the hotel had many conference attendees checking in, and things were busy.  Soon enough it was my turn, and I was greeted by a nice gentleman at the counter who welcomed me to the hotel and asked for my name.  I provided it to him by spelling it (I always spell my last name for folks – it just makes it easier for both of us), and he happily typed away into his computer.  His good nature quickly turned to a frown, and he asked me to spell it again, which I happily did.  Failure.  Then the “gotcha” question comes out: “Sir, we have no reservation under this name.  Do you have a confirmation number?”  I jokingly stated that nobody ever wants to hear that question and pulled out my iPhone to get the number that would save my bacon.  

 I passed along the number which was quickly typed into the computer, and was again met with a frown.  “Sorry sir,” my increasingly agitated hotel helper stated, “that confirmation number belongs to another guest.”  

  

What?   

I repeated the number and was met with the same answer.  I knew my admin made the reservation months ago, and knew as well that she’s aces – she did not screw up.   

Immediately my pressure rises – it has been a long trip, and I’m losing the mood for this exercise.  I stated that I did have a confirmation number, and that meant I had a room.  Finding one was not my problem.  He immediately retorted that the confirmation number I had was obviously wrong, he had no rooms, and there was nothing else he could do for me.  At this point I asked, “So are you telling me, tough bounce you’re screwed?”  He pointed me in the direction of the concierge and stated that he might be able to help me find another hotel in the area.   

At 9:00 PM.   

The night before a major conference.   

As I turned to head to the concierge I overheard my crabby agent suddenly switch into customer mode and exclaim “Welcome to the Bayfront Hilton!” in happy sing-song to the next person in line.  It was like fingernails on the chalkboard.   

I made my way to the concierge who was apologetic and polite, but obviously upset that the agent handed me off to him.  The agent had the ability look for other hotels for me, but instead passed me off.  I wasn’t a paying customer, just some idiot.  Who gives a crap about me?  The concierge stepped up and immediately called over the manager on duty, to whom I downloaded my whole story again.  Something must have smelled wrong to her about my situation as she went into investigation mode to see if she could determine what happened.   

After about 5 minutes of questions back and forth and hammering into the computer, I could tell an “aha” moment had been reached.  They did indeed find my reservation.  It seems that someone with a similar name as mine had checked in previously that day, and had been mistakenly been given my reservation.  It would just take a couple of minutes and I would be set up.   

Apologies were quick from the manager, and came from the first guy that helped me as well.  I told both that it was OK, but you know, it wasn’t.  I would have fired that guy on the spot – he’s in the hospitality industry.  He was anything but hospitable.   His solution was for me to find another hotel.  Next!

So after 45 very tense and stressful minutes I left the lobby armed with my key cards and some apologies, and I made my way to the elevator with the major crisis avoided.   But I did so with the firm commitment that neither I nor my team will ever stay at a Hilton for business again.  I know mistakes happen, I get that.  But what I don’t get is toleration for impolite treatment.  What I don’t get is the assumption that since I got my room (the one I should have had in the first place), I’d be happy.  What I don’t get is that the person who had the ability to say “For all of your troubles, please accept my apologies by buying you a drink,” appetizer, dinner, or whatever.  Note I wasn’t fishing for a free dinner – I wouldn’t have used it anyway.  All I wanted was recognition that I had been wronged, along with some token effort to make it right.   

But that didn’t happen, so instead, my little travel budget will go elsewhere.  Will it make a difference to them?  Hardly.  It will amount to maybe $10,000 over the next year or two – a rounding error for Hilton.  But it is the principle of the thing.   

You know, principles.  Things like, oh I don’t know, maybe taking care of the customer…

UPDATE: The Hilton responds, and does so in impressive fashion.  Read about it here

Cabela's Fall Preview? Mind if I Have Summer First?

Ordinarily, the delivery of Cabela's Fall Preview catalog would be cause for unabashed, giddy rejoicing.  Unfortunately, the snow melted up here just a month and a half ago.  I've only golfed four times, and have only done two long bike rides.  Hell, I've only mowed my lawn three times.

Sorry, Cabela's, you're too damn early.  Hit me again in August sometime.

PS to my wife: yes, honey, I really do mean it.  You can get off the floor now...

Taking Customer Feedback to a New Level

This is extremely "R" rated, so if you're one to be offended, please don't play it.

Interesting to see how this company used some pointed customer feedback to make their point.

Most companies don't have the guts to do something like this.  Personally, I like it.  What do you think?

Journalism Hits Bottom, Digs

With the integrity of paparazzi wading through the garbage of their victim, the Left gleefully, lustfully, and aggressively is going through 24,000 pages of Sarah Palin's emails from her gubernatorial tenure.  It seems that everyone wants to be the next one to find that next fatal Palin gaffe - the next stupid thing that they can attribute to her to prove to the rest of the world how amazingly ignorant she is.  

So dig they do, like factory workers in Mr. Beauregarde's sweat shop, because the little Violet Beauregarde that is now the American Left DEMANDS that they do.  And like Geraldo Rivera opening Al Capone's vault, America sits at her TV and sees nothing.  

I'm no fan of Palin, and as stated here earlier, and I think she's unelectable.  Despite that, I still can't fathom the amount of vitriol that would propel such a hate-driven, quixotic endeavor. 

Journalism just hit its rock bottom.   

And they're still digging... 

Yellow Dog Patrol Now Optimized for Mobile Devices!

When a user accesses a website from a mobile device, either the traditional site is served, or a special mobile-optimized site can be served to make things easier for mobile users and their significantly smaller screens.

Up to this point, if you accessed Yellow Dog Patrol via your mobile (and in looking at the web analytics, many of you have), you would have received just a standard rendering of the normal web site. 

No more, my dear reader! 

I'm happy to report that the site has now been optimized to make reading YDP much easier on your mobile device.  The attached a screen shot of what the site now looks like in mobile mode for an iPhone. 

From a user's perspective, there's nothing needed on your end; the site will recognize if the inbound traffic is from a normal PC/laptop or a mobile device, and will automatically serve the correct version without you even noticing. 

I don't know, but maybe this whole internet thing is going to catch on...