About two weeks ago, we had professional photographers spend an afternoon with the GetSmarter team to take photos of us in our work environment. Overall I think the team really enjoyed the experience. Having one's picture taken is a good thing - it makes us feel special, even if just for a moment. And everyone got their high res pictures to use as they wish. I really like this picture of me and my boet Rob. I'm looking forward to growing a business empire with him:
sam_rob_low_res
Here are a few photos from my recent trip to Nova Scotia, Canada. What an incredible wedding. I also really enjoyed the new Canon 5D Mark 2, which I bought in New York en route to Canada.
I watched the cooling towers come down exactly one week ago. After setting up my new Canon 5D Mark 2, I waited patiently for the demolition to begin. As a result of the early explosion (the towers came down at 11,56am), I didn't manage to get any good shots, so here is a picture of the towers I took a week earlier instead. Looking at a picture of something that doesn't exist anymore, I'm reminded that almost all progress is characterized by some form of destruction. Now, to find something in my own business or my competitors businesses to destroy this week.
So, I finally got my new iPad last Thursday. I admit that I am a ridiculously enthusiastic Apple fan boy, and so I was willing to pay double the price to get hold of the device earlier than Vodacom would allow. Here is a photo of it just after unboxing at #NetProphet:
First, the device...second, the moan about what has to be the worst customer service I have EVER experienced from a South African online store - www.igear.co.za.
The device
If you haven't read up about the iPad, visit Apple's website for a full run down. After being absorbed by Apple's marketing machine you will undoubtedly want one. It's the way it is.
The important questions that many people are asking: is the device solving a problem?; and how does it fit into my computing? Here are my views:
The device isn't solving an obvious problem. Steve Jobs introduced the iPad by explaining that Apple was looking to create a device that filled the gap between the iPhone/iPod and the MacBook computer. Was a space that needed filling between these devices? I've heard people referring to the iPad as an oversized iPhone or a MacBook's screen without the keyboard. Based on my week-long experience of the iPad, the problem it solves is simple: we're not computing as much as we can and the iPad helps us compute more.
Which leads me to the next question: how does it fit into my computing?
The iPhone is ultra portable, but lacks a large enough interface to do serious computing. The web surfing experience, while good, isn't as good as it could be. The MacBook is large and powerful enough to do serious computing, but it's too big to easily compute in meetings, airplane travel, bus trips, hair salons, bed, doctors' waiting rooms, while waiting for the kids, etc... I simply don't enjoy flapping my arms into the chests of my neighbouring airplane passengers while I try to whack out a proposal in Microsoft Word. And while my MacBook can serve as a heated blanket in my bed, it isn't easy to make use of it because it is designed to be placed on a flat surface.
The iPad helps me compute more. It helps me compute in environments where the iPhone and the MacBook didn't cut it. And for many people, myself included, the more I compute, the more I learn, the more I become competitive, the greater the chances of my success. For others, the more they can compute, the more they can connect with family and friends, the better the quality of their relationships and therefore their lives.
Not everyone wants to compute more. My girlfriend tells me she wouldn't use an iPad, but a holiday would be nice :)
What do you think?
Why customer service is so important
I was going to write a long post about why I feel www.igear.co.za is deliberately set up to deliver KAK customer service. But instead of wasting my time, all i'm going to say is:
I waited 9 days to receive the iPad when it was promised to me within 3 to 6 days. I explicitly bought the iPad at double the price because I would get it quickly. Essentially, I paid for speedy delivery. Each time the delivery was delayed I had to call them to discover that the delivery was postponed. To their credit, they offered to loan me a 16GB iPad for a presentation I was giving and planned to deliver with the iPad on day 6 of waiting for the delivery. I'm still not convinced anything would have come from the offer of the loan, but i'm not naturally trusting of them based on my poor purchase experience.
And so, the reason customer service is so important is that dissatisfied customers tend to moan about it and reduce your chance of selling to their friends.
What I take away from my experience of poor customer service:
1. Understand what your customer is paying for. Then deliver to their expectations or exceed them. At Getwine.co.za we always deliver a slab of Lindt chocolate with the first delivery. It's completely unexpected, it's pricey, and the customer feels we have spoilt them. Easy to do. Very effective.
2. If you can't deliver to your customers' expectations, apologise and realign their expectations. Customers are generally very understanding if you show that you care. Just by calling them you are communicating that you care.
3. Wake up and focus on the customer, or fade away as they choose to deal with your competitors.
So, after much deliberation about whether or not running the 2 Oceans would do my shin splints badly, I decided to run the race with a few of the GetFaster ladies. Realising that I would have a little spare time during the race, and not one to be missing out on an opportunity, I decided to tweet the experience from beginning to end. Here is my twitter stream from yesterday's #2Oceans Half Marathon, including photos and video interviews:
5 hours sleep. Awake and now in prep mode. I'll be blogging/vlogging the whole morning :) #2Oceans Sat 3 Apr, 4:05 am
Right. it's go time. Will be tweeting photos and video live from the #2Oceans Half Marathon as soon as it is light. #2Oceans Sat 3 Apr, 4:37 am
@nicmarais --> @sampaddock Enjoy, good luck. Wish I was running too! Sat 3 Apr, 4:39 am
@nicmarais thanks! I'll be tweeting during the race, including pics and video if you want to feel *digitally* part of the vibe :) Sat 3 Apr, 4:41 am
@JennySeabrook --> @sampaddock @Seabrook007 Good luck all of you Sat 3 Apr, 4:48 am
@justinbeswick --> @adelebasson @sampaddock have a great run this morning- hope u enjoy every step- see u on the road! #2oceans Sat 3 Apr, 4:58 am
The runners get down. Getting ready http://twitpic.com/1crrmo Sat 3 Apr, 5:12 am
Stretch time http://twitpic.com/1crsni Sat 3 Apr, 5:15 am
@justinbeswick good luck champ #2Oceans Sat 3 Apr, 5:16 am
@RenderingScene --> @sampaddock http://twitpic.com/1crrmo - The definately CRAZY people Sat 3 Apr, 5:52 am
@LeaBoy12 --> @sampaddock good luck Sam! http://myloc.me/5yuBU Sat 3 Apr, 5:55 am
Start of #2Oceans. Like cattle in E pen http://twitpic.com/1cs4xk Sat 3 Apr, 3:57 am
Qik - vibe at the start # 2Oceans by Sam Paddock http://qik.ly/BF4xk Sat 3 Apr, 6:01 am
http://qik.com/video/5825132
2.5 km mark. At the back, on track for a sub 1 hour. For the first 5km :) http://twitpic.com/1cscxd Sat 3 Apr, 6:25 am
@jeffdinc --> @sampaddock hook it bru! Sat 3 Apr, 6:28 am
Ripping it ip #2Oceans http://twitpic.com/1csiib 5km mark Sat 3 Apr, 6:44 am
Qik - Interview with a nun on the run #2Oceans by Sam Paddock (cut short due to technical issues) Sat 3 Apr, 6:54 am
http://qik.com/video/5825895
@elanlohmann --> @sampaddock going to pick up my gf just now. What's the best place to park for the finish? #2oceans Sat 3 Apr, 7:00 am
@elanlohmann park in main rd and walk up #2Oceans Sat 3 Apr, 7:17 am
Now this is the way to support #2Oceans http://twitpic.com/1cst8h Sat 3 Apr, 7:21 am
@flipsideza --> RT @sampaddock: Now this is the way to support #2Oceans http://twitpic.com/1cst8h Sat 3 Apr, 7:22 am
@aidencholes --> @sampaddock are you actually competing or out for a casual Sat morning stroll? ;) Sat 3 Apr, 7:23 am
@rochelleharwin --> @sampaddock My sis is near constantia nek, lauren with blonde hair and blue eyes. Grab her for a massage- She's excellent! Sat 3 Apr, 7:23 am
@andi_friedman --> Styling! RT @sampaddock: Now this is the way to support #2Oceans http://twitpic.com/1cst8h Sat 3 Apr, 7:27 am
@grantmonareng --> RT @flipsideza: RT @sampaddock: Now this is the way to support #2Oceans http://twitpic.com/1cst8h »talk about front row seat. Lol Sat 3 Apr, 7:28 am
Qik - high speed interview with 81 year old runner #2Oceans by Sam Paddock http://qik.ly/BF5cp (cut short due to technical issues) Sat 3 Apr, 7:28 am
http://qik.com/video/5826245
@PeetKruger --> RT @flipsideza: RT @sampaddock: Now this is the way to support #2Oceans http://twitpic.com/1cst8h Sat 3 Apr, 7:31 am
@aidencholes I'm almost walking :) http://twitpic.com/1cswvq Sat 3 Apr, 7:35 am
@aidencholes --> @sampaddock and having a fat jol at that Sat 3 Apr, 7:37 am
@rochelleharwin damn, missed her already. #2Oceans Sat 3 Apr, 7:38 am
@rochelleharwin --> @andi_friedman @sampaddock u guys r hilarious! Get on & run the race will u? Sat 3 Apr, 7:41 am
Did someone say beautiful run http://twitpic.com/1ct0r2 Sat 3 Apr, 7:48 am
@rochelleharwin @andi_friedman bring on the road :) Sat 3 Apr, 7:52 am
@aidencholes you know it http://twitpic.com/1ct2id Sat 3 Apr, 7:54 am
@jeffdinc --> @sampaddock no pain no gain! Ice cold beer waiting for you... Keep it up! Sat 3 Apr, 8:08 am
4km to go #2Oceans Sat 3 Apr, 8:09 am
iPhone battery fail #2Oceans Sat 3 Apr, 8:09 am
@MarcForrest --> @sampaddock turn off 3g, push and location services to save iPhone battery. !! Sat 3 Apr, 8:16 am
@jeffdinc get that ice cold beer ready!v #2Oceans Sat 3 Apr, 8:35 am
@RenderingScene --> @sampaddock are Jen and Jen still alive? Lindy #2Oceans Sat 3 Apr, 8:37 am
@justinbeswick --> @sampaddock hope u enjoyed the run- seemed like you did with all ur updates! Squeezed in a 1h40 - awesome vibes! #2oceans Sat 3 Apr, 9:03 am
@justinbeswick well done buddy! Awesome race. Such a great vibe #2Oceans Sat 3 Apr, 9:22 am
@neilhopwood --> Well done all the 2 Oceans runners esp. @joshmo2010 @robsyallen @seabrook007 @sampaddock http://twitpic.com/1ctsnj Sat 3 Apr, 9:25 am
GetFaster's running captain breaks 2 hours. Because he can http://twitpic.com/1ctsta well done @Seabrook007 Sat 3 Apr, 9:27 am
Proud moment for this woman. She has finished. #2Oceans http://twitpic.com/1ctvl2 Sat 3 Apr, 9:34 am
Winner of the Ultra Marathon. Incredible!!! http://twitpic.com/1ctx63 Sat 3 Apr, 9:40 am
@adelebasson --> He made it look so easy!! - RT @sampaddock: Winner of the Ultra Marathon. Incredible!!! http://twitpic.com/1ctx63 Sat 3 Apr, 9:54 am
@carla_fourie too true. Just ran the world's most beautiful race :) rip up the west coast Sat 3 Apr, 10:00 am
There isn't enough money in running. R150,000 for the winner of the ultra marathon. Lack of TV interest = no money. Not a suitable reward. Sat 3 Apr, 10:03 am
@deonheunis --> @sampaddock yes but you must admit watching people run slowly for 3 hours is hardly exciting ... #2Oceans ... Sat 3 Apr, 10:06 am
@rochelleharwin --> @sampaddock congrats on finishing #2oceans. And helping us all run the race with u. felt like i ran with all your updates :) Sat 3 Apr, 10:07 am
@tonyseifart --> Agreed Via @sampaddock: There isn't enough money in running. R150,000 for the winner Lack of TV interest = no money. Not a suitable reward. Sat 3 Apr, 10:08 am
@rochelleharwin thanks Rochelle. I had a lot of fun. Now... wish I was running with an iPad :) Sat 3 Apr, 11:00 am
@deonheunis agreed, and that's why their is no money. Wish there was a better business model for the sport. Sat 3 Apr, 11:01 am
@rory21 --> @sampaddock the winner's prize for the Argus was R16000. A R150 000 is awesome compared to it Sat 3 Apr, 11:05 am
I am going to stream video with Ustream next time. Qik iPhone app failed me during #2Oceans run. #GettingSmarter Sat 3 Apr, 11:09 am
True. Not enough cash for either. RT @rory21: @sampaddock the winner's prize for the Argus was R16000. A R150 000 is awesome compared to it Sat 3 Apr, 11:09 am
#2Oceans marathon, or waiting outside #5thAve for the #iPad. I'm not sure which one would result in greater pleasure. Sat 3 Apr, 11:46 am
@carla_fourie Ran with my Mom, who's just started running again :) We did 2hr 39min. Very stoked for her. Sat 3 Apr, 11:47 am
@carla_fourie --> @sampaddock That's great, well done to her! Maybe I'll give the half a shot next year :P Sat 3 Apr, 2:18 pm
@carla_fourie you must do the half next year! Turn the 6am gym sessions into 10km runs :) Sat 3 Apr, 3:00 pm
@SeanDLloyd --> @sampaddock http://twitpic.com/1cst8h - Ha ha ha caught me! I really need to stop being lazy and do some work Sat 3 Apr, 6:35 pm
