R.I.P. VHS VCR 1975 - 2008

Posted by Michael Reagan

on Tuesday, October 28, 2008

It was bound to happen. This week, JVC the creator of the VHS video format, annouced that it was ceasing production of its stand-alone manufactured VHS VCR's this month. JVC was the last man standing in the production of stand-alone VHS machines; as other manufacturers ceased production of stand-alone machines long ago. What this means is that going forward, in order to play any of your old VHS tape collection you will need to purchase a combo DVD-VHS machine. The VHS VCR first came into our homes in 1975. The first machines were priced at over $2000 each.

I remember when my dad brought home our first VHS VCR. It was 1981 and it was a JCPenney branded model. It was a top loading machine with a wired remote control. Blockbuster was still years away and there was only two places in my neighborhood to rent movies. The first was a video store owned by a group of partners called "Movieland". Back then it was $25 to "join" the club and then you would pay $3 per night for a movie. It was $4 on Saturday because you had it for two days. The other location was FotoMat. for those who never heard of FotoMat it used to be little kiosks in parking lots that you would drop off your film to be developed. They began renting movies in 1980 with huge success. It was said that because of the millions made in video rentals, it kept the company afloat longer than it would have without them. There was no sell-through business to speak of back then as the suggested list price of VHS movies were around $80 to $100 each.

Of course we were very popular on our block, as we watched hundreds of movies over the next few years with many friends and neighbors.

I could go on and on about the video industry. I grew up with, and worked in it for many years. For now, we must say goodbye to an old friend whose time has passed. Over 900 million VHS VCR's were manufactured. 50 million of those by JVC alone.

So the next time your stand-alone VCR goes on the fritz know that you will only be able to replace it with a combo unit. Farewell VHS VCR, it was one incredible ride.

Genius? Maybe. Helpful? No.

Posted by Michael Reagan

on Friday, October 24, 2008

Today I visited the Apple Store at The Gateway Shopping Center. I needed to see if my Apple iPhone could be repaired. Yesterday, the battery starting draining at an alarming rate. I thought at first it was a fluke, but today starting bringing the same problem. I called AT&T and spoke with Brent who was very helpful. A few minutes into the conversation Brent realized that I knew what I was talking about and set up an appointment to replace the phone.

I arrived at my appointment, and after a few moments I was working with Darrel. At least I believe his name was that, I couldn't tell because he was the only person in the store not wearing a name badge. I explained to him the issue and told him that nothing has changed in my usage patterns or installed apps in the last month. It just simply started to consume battery power quickly as of yesterday. He looks at the phone and says. "Yeah, you've got the Bluetooth on. That consumes a lot of battery" I explained, "Yes, I know. However as I stated nothing has changed on the phone in a month and the Bluetooth was on then." He looks at me again as if the iPhone is the first mobile phone I have owned since I bought the Brick Phone used in the 1985 film "Wall Street".

"This is a small computer that uses a lot of power." At this point I was getting agitated. The phone was defective, I had purchased Apple Care, (which is Apple's version of a extended warranty) and I just wanted it replaced. He then began to inform me that the battery isn't covered under Apple Care. He also took out his medical scope to see if it had water damage. "It didn't". After this I spent the next two minutes wondering if this "Genius" was going to help me. "Yeah, I will make a one time exception and replace your phone" His tone was so condescending it was making me feel like a moron.

This was not the service I was used to from an Apple Store. It was also not very high touch. This associate was going to prove to me that HE was in charge, and that HE was making an exception. Instead of consoling me for my trouble, and for having to come in and have the device replaced, HE was going to show me that he was calling the shots. At this point I decided its not worth the hassle and I let him strut his tail feathers.

Now think about this situation. Yes, he deals with broken phones, iPods, and Apple computers all day long and maybe he was just tired. However, his interaction will be what I always will remember when I go into that store again. I always tell my team members, "Think about how you like to be treated when you visit a store or restaurant. Now extend that same level of service to your next client or customer!

Keep Moving Forward!

Blue Skies Smiling At Me...

Posted by Michael Reagan

on Thursday, October 23, 2008

Have you ever heard the term "Blue-Sky"? It's a term that Walt Disney coined when he would bring his Imagineering team together to come up with ideas for new projects. During this phase, money is no object, cost and size are unimportant. Walt Disney found these sessions invaluable to his business.

Recently, "The Blue Sky Cellar" was opened at Disneyland's California Adventure Theme Park. Now much has been said, and maligned about this park almost from the moment it opened. When it was originally conceived in the mid-nineties, there was many Blue-Sky ideas for it. However, the powers that be opted to go on the "cheap" and this park opened with few attractions. In fact, many of the attractions that were in the park were called "Off The Shelf" rides. These are the type of attractions you would find in any two-bit amusement park. Well, the public didn't buy it, and California Adventure has been suffering for it ever since. So finally, it was announced last year that The Walt Disney Company would invest over one billion dollars to fix California Adventure. Now bear in mind, that when California Adventure was originally built, it cost a little over one billion dollars! This also included the construction of the Downtown Disney district, along with what has become the world's largest parking structure.

So almost eight years later, the company decided it was time for a change. They would finally fix this ailing park that the public never really connected to the way it did to it's older sibling across the esplanade. So hence, The Blue Sky Cellar opened in California Adventure to show off the many new and exciting things that are to come!

Now imagine if you had your own Blue Sky Cellar preview center? What would be in it? Too many of us, including myself, get caught up in the "here and now" and never take a moment to create a "Blue-Sky Cellar" of our own. Just take a moment and write down some of your own Blue Sky Cellar ideas. What would be that one thing you always wanted to do but never did?

What would you do if money or limitations didn't play into the equation?

Over a year ago, I took a chance on my own "Blue Sky Cellar" idea and started my own consulting company. While it's scary being self-employed, I have learned more in the last 18 months than I could have ever possibly imagined. I have a quote from Walt Disney that hangs on my wall that I read every morning when I wake up. it's also the last thing I look at when I go to bed. It's a very simple quote...

"Keep Moving Forward"

Go ahead, Right now. Create your own "Blue Sky Cellar"

Where Has All The Service Gone?

Posted by Michael Reagan

on Tuesday, October 21, 2008

When was the last time you called a company and were not greeted by a computer? Over the last five years, companies have spent millions of dollars in high tech voice recognition software systems so they don't have to speak to you. These systems are pretty sophisticated. They work well most of the time so long as you know what and how to say what you want. Don't try to hit the zero button for the operator anymore, They disabled that function long ago! The funny thing is, how many times have you jumped through the hoops, pressed all the buttons like a good caller, only to have to repeat all the information again to a live agent?

Companies have also spent millions in outsourcing their customer service call centers to India and other countries. It's funny, it's cheaper to call Internationally than it is to call another state now. Sure they speak "English", but have you ever tried to complete a tech support phone call when all the agent can keep saying to you is "Yes! Very Good Now! I am pleased to hear that!". After the 10th time, the statement begins to lose its sincerity and charms.

The same thing happens in retail stores or other companies. You ask to speak to a supervisor and you have to at times re-explain yourself over and over again until you get to the person that makes the decisions. What happens in all of these cases? FRUSTRATION!

Imagine what would happen if you made yourself accessible to your customer or your employees? When companies and managers grow, we begin a climb to the ranks of success. When this happens, many people and companies begin to shield themselves from the genuinue rank and file that got them there in the first place.In these tighter economic times, imagine how much more business you could keep, or get, if you were right there in the customers face, ready to solve the problem the moment an issue arose? You would impress that customer right away! Go a step further and imagine a company that you called, would have an operator answer the call, and immediately directed you to the department you needed! Sure, you might sit on hold a moment or two longer. But how nice would that feel to not have to repeat yourself to a voice recognition system over and over and over again. It would be like 1982 all over again. Have you ever thought, The more connected we become, The more disconnected we become from each other?

Trick Or Treat?

Posted by Michael Reagan

on Monday, October 20, 2008

For many years, I have always taken to the ritual of going to local area Haunted Houses or "Spook Alleys" as they are called in my area. For many years I have visited some very well done attractions. However, over the last several years the quality of these attractions have let's say fallen down the well. Several weeks ago I visited an attraction that I had heard of a few times but never went to. "The Castle Of Chaos"  is located in South Salt Lake City, Utah and for reasons completely unknown to me, was voted one of the scariest attractions in the United States by The Travel Channel. 

I went with several friends and after arriving at the location, the true chaos began. Their line queue was completely in disarray. Hundreds of people standing in line and many of them don't even know what line they were standing in. The inside attraction area didn't offer much hope either. Instead of building a suspenseful attraction that could be enjoyed by many family members, they construct a complicated mess of tight tunnels, pipes to crawl through, filthy walls and floors, and top it off with every cheap thrilled rubber cadaver gag you could find at a going out of business novelty shop.

Now I know what many are thinking. These things are not designed for people who have finished puberty. However, I saw many guests of all ages entering this disaster. What happened to the good old fashioned suspense and scare? I wish it would come back. I also just recently visited "The Haunted Village". This attraction is located among the many acres of "This Is The Place State Park". While last years village was a complete thrill and literally nailed it into the coffin at every turn, this year was not so fortunate. They removed many of the elements that made last year so successful. 

What I am getting to with all of this, is businesses begin to disconnect with their clientele. Many companies will become complacent with the status quo and begin to settle for second best. They also do not take kindly to criticism. When I contacted the Castle Of Chaos I was completely ignored and blown off. However, that was not the case with the Haunted Village. They welcomed my remarks and responded in kind to them. They even admitted that my voice was not the only one that remarked at the changes and that this will help them do better next year. 

It's important to remember that in your business, organization, or job, you learn how to deal with and correct problems when you receive guest or customer complaints. Now even though I didn't have the best of time at The Haunted Village do you think I will speak poorly about them? "No!" They made the attempt to correct the situation, and we both parted company satisfied. That won't be the same with the Castle Of Chaos. I wouldn't send business their way even if it were the last Haunted Attraction on earth!

Remember this lesson! It's far more expensive to attract new customers than it is to retain old ones.