While working on a personal project this weekend, I ran into my old gear. It brought me back to where my love for photography started and how much it’s changed.

Toward the end of 2001 I was living in L.A. and realized I didn’t want to continue my career in animation. I decided I needed to go back to school to explore my creative options. Before venturing off to Boston to get my degree, I bought this Nikon FM2. Although I was majoring in Design, I found myself gravitating toward the photo department and spent a lot of time in the darkrooms.

Looking at my old stuff reminded me of all the hard work and fun that took place in those darkrooms. There is something to be said about the confidence you build in your self when you can shoot with a fully manual camera that only needs a watch battery to help you meter. Even if the battery fails, you don’t need it for the camera to function. As old as this camera gets, I don’t think I can give it up.

We spend so much time with branding, websites and strategies, all to get customers to “know” us but once the customer comes in the door, how often are they treated like a welcome person? There are so many gimmicks and sales to get people in the door but I wondered if retention is really being addressed anymore. It’s funny, of all places this came to my attention was at a fast food chain in Barstow on the drive back to San Diego from Las Vegas. I’ve stopped and grabbed a quick bite to eat in this area many times but this one place left so much of an impression, I plan on eating there again, just for the service. There was nothing fancy about it, a nice “hello” as I walked in and approached the counter. Someone helped my family gather seats and a high chair as I ordered, with honest conversation. Each table had wicker baskets stuffed with all the different sauce packets you’d normally have to beg extras for. I wasn’t the only one, I over heard other customers praising the owner, who was doing all the sweeping and bussing of the tables. I think it was because he liked the interaction. You could tell he really wanted to make sure each person felt comfortable. I thought about it and said to myself, “this is just good ol’ customer service.”

When I got home I looked up what the buzz was about customer service. There are a lot of negative articles “Is Customer Service Dead?” Because of the economy, I think owners are going back to it. Good customer service leads to referrals and that’s the best/cheapest advertising. In my search I also found this link, a list of 8 Rules For Good Customer Service. Its basic but basic fundamentals always need refreshing. I really like #5 “Be helpful – even if there’s no immediate profit in it.” This goes back to my days working at Sea World where park visitors are referred to as guests not customers. The word guest implies that the employees are hosts and as hosts we want to make our guests feel comfortable and taken care of. It may sound silly but it worked.

While working at Sea World I enjoyed getting the occasional pat on the back from my boss after being told how well someone was treated. With that, I try to remember to ask for managers when I get help from someone who was extra helpful. Especially with phone representatives –I’m sure the expected comment to their managers is a complaint, so I like to ask for the manager and give a compliment instead. When I seek help from a customer service rep, it’s nice to feel invited. And when I do, I’m sure to come back.

I’ve neglected my blog long enough, not for lack of work or random stuff to write about but to learn more about all the social networking the kids are doing these days. See more of my work, random thoughts or converse with me electronically at these places. Catch you online.

While we were grocery shopping the other day, I passed up this display and did a double-take. When I looked back I started silent laughing, even teared up a little. I HAD to take out my phone a take a pic. Just to make it clear, I’m not picking on Tajin, I actually enjoy their Chile Límon on fruit.

Now this lady is waaay too into this mango. I’ve never seen or thought of eating a mango like a sandwich. Poor thing, she probably got the call from her agent and it went a little something like this (I’ll call her Harriet because I don’t know anyone by that name, so none of my friends will be offended):

“Hello?”
“Harriet, I got you the perfect gig.”
“Really?! What is it?!”
“How do you feel about fruit?”
“I love fruit!”
“Then you’ll LOVE this!”

Harriet gets to the shoot and during the session this is her conversation with the photographer (don’t know why but he’s got an English accent in my head):

“Now ‘arriet, it don’t look much like you fancy the mango.”
“No, no, no I like mangos”
“So wha’s the problem?”
“Well, I know you want me to love the mango but I just don’t feel it”
“Righ’, you need mo’ivation. Wha’ do you li’e ea’in?”
“Well, I do love sandwiches”
“Perfe’, pretend i’s a san’wich” (A newly inspired Harriet gets into the role and the photographer gets his shots)
“Righ’, riiigh’, perfe’, perrrfec’… now close eyes and savo’ the mango… exa’tly! Perrfe’!”

Harriet then heads home to share the news with her friends. I wonder if they were honest with her after it launched. Who knows, I’m probably making fun of the next supermodel. Nah probably not.