Quality-Control-Culture - And you only cry once.

What's it like to really love your job?

What does loving your job mean?

What if you have 100's of folks working for you? How do you control them?

What if you are the sole operator, in charge of everything? How do you control yourself?

This is about the mega companies to the one-person shops.

-Dyson...I recently called them because my vacuum was making a very loud squealing noise when I took the hose off the vacuum handle to suck up some paper bits. Good news is that they have a repair stop nearby...about 25 minutes away. But the call did the trick. BTW...I've had the vacuum for at least 5 years. Nobody asked me about that...they were there to solve the issue.

The woman spoke English. I was attempting to describe what was happening, in some form of stupid English. She figured it out in short order. Obviously, she was reading from a manual with the 'what ifs' scenarios. She was calm, clear, and made me feel like a hero, rather than an idiot. I needed to clear out the vacuum hose because some of the paper bits, were stuck in there. She told me how to disconnet the hose and what to use to clear it. Problem solved. Didn't need to drive there - I saved up  to 2 hours to do other important items in my life.

-Patagonia...Patagonia Ironclad Guarantee: If you are not satisfied with one of our products at the time you receive it, or if one of our productions does not perform to your satisfaction, return it to the store you bought it from or to Patagonia for a repair, replacement or refund. Damage due to wear and tear will be repaired at a reasonable charge. 

I bought a jacket recently. Within a couple of months I noticed that it was leaking some of the fill, and there were threads on the outside, that could be pulled out. Less than 11 days ago, I took them up on the guarantee. I called one of the phone reps, told him what was happening. He had my order on the screen in front of him. He asked me to ship it back, via  UPS and he wanted it shipped with insurance. I got an email from them that they couldn't repair it. In less than 5 days I had a brand new jacket.

-My gardener, Sal...he noticed (and I did, too) that some of my roses were...on their last legs (trunks). We've been here for 30 years....so they were probably 40-50 years old. I was pruning them 3 weeks ago, and one of the trunks was so dead, a good sized portion of it just fell off. He sent me to Encinal Nursery (and they love him, too) to choose out some new roses. The roses went back to their 'Sold Section' and the gentlemen told me Sal would pay for them, and I'd reimburse Sal. That works for me (and my car)! Kind of like shopping for elegant clothes at....Patagonia! He'll be planting those roses in the next days.     

-Alameda Meals On Wheels, Rosemary...I don't have the opportunity to see her often, but we pick up exactly where we last left off when we see each other. Today, I turned in the donations from my Shredding Party today because she's been on vaca, and the assistant said it'd be better off to hold on to the $$$ until she gets back.We have a fab time catching up..and have so much in common, mentally.

-Alameda Chapter of the Bay East Association of Realtors (and the whole association) Dee, Pamela, and Jenny. These ladies  greet each of the members with open arms! They make our lives easier, simpler, and don't mind if we ask questions (even repeatedly), and if they do, they don't show it.

What does it take to make people feel so good to do biz with you? It takes a sense of true caring. It takes a culture that is deeply-rooted, in their purpose. From a solo act to mega-employers, the folks at the top of the food chain set wonderful examples for the rest of us.

As a dear, dear friends of our family, used to say...'You only cry once," referring to the purchase of quality.

These qualities are what makes life worth living. Amen.

Live richly, marilyn


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