The enterprising boys in apartment 1F of my building have, since last summer, run a lemonade stand by the building entrance, on the corner of the street. Last year, the older boy set up shop with his mother’s baking, a pitcher of sweet drink, and a folding table. Toward the end of the summer, our handyman built him an honest-to-goodness wooden lemonade stand, tall and cute and beautifully painted, with a countertop and note-perfect “Lemonade” signs on the awning.
This summer, the younger brother has taken over the stand. He and a gregarious friend set up shop every weekday afternoon, bringing out the lemonade stand, which now includes a typed note explaining how Luis built this wonderful stand for them, and an appropriately youthful sign, taped to the side of the building, stating that “all money goes to Alzheimer’s research” (properly spelled, and with no mention of “proceeds,” which would have entitled them to skim funds).
I’m a big fan of the stand, and almost as big a fan of the mom’s baking skills, so I buy chocolate chip cookies from them (two for $1) a few times a week. They’re not the best salesmen, but they are reliable, diligent and raising money for charity. Seeing them at their stand is one of the purest joys I have experienced since moving uptown.
As of yesterday, the stand has competition. A different set of kids set up shop on the other side of the building, midblock but closer to the front door. They had lemonade and iced tea, but no food: “We have these brownies,” said one, “but we’re eating them for dinner.” So I bought an iced tea from them, which prompted an honest-to-goodness customer service inquiry: “Would you like it mixed with lemonade?” And suddenly I’m getting an Arnold Palmer from a 10-year-old on the sidewalk. The new kids are chatty and numerous–I think I saw 6 of them selling or playing nearby–but they don’t have signage yet.
I’m waiting to see how this shakes out. Will there be turf wars? Price cuts? Variety on the lemonade stands, all competing for my business?
In the meantime, I am all smiles when I finally get home. And a few bucks lighter.
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Dear Biscuits and Bath:
“I didn’t make her cry. She chose to cry.”
This is what I was told by the manager of the 13th Street Biscuits and Bath when I asked him why my wife had just left your store in tears. She had asked him why Biscuits and Bath called our vet for vaccine information without informing or asking us, then contacted us anxiously three times in a week leading up to our grooming last Saturday. The manager, John, was aggressively unapologetic, and suggested “this isn’t the place for you” anymore.
This would be an uneventful customer service story if it weren’t endemic to our experience with you. Having found a great dog groomer, we dealt with error after insult for more than three years, figuring a happy, handsome dog outweighed the nuisances. Among them:
- On at least three occasions, our appointment time was moved without our knowledge. More than once we found out we had a new time less than 24 hours before the appointment.
- Twice the staff failed to inform us in advance when our groomer’s schedule changed, leaving us to arrive at the store for a nonexistent appointment.
- The groomer regularly got double- and triple-booked by the main office, leading to our dog being trapped for hours on end. Customer service once told me, “You’re the only 9 a.m. tomorrow,” only for me to be the second 9 a.m. appointment to arrive, moments ahead of a 9:15. Our poor groomer was often harried first thing in the morning.
- Despite repeated calls to the company, customer service representatives refused to escalate any complaints. Management is completely opaque–when I asked John the store manager for his boss’s name, John flatly refused to tell me.
This culminated in Saturday’s incident, where Amy, looking for answers, was instead told to take her business elsewhere, and my attempt at resolution was met with the quote at the top of this letter and a threat to call the police. I left your store wondering if other Biscuits and Bath customers have had similar problems, and sure enough, the posters at Yelp and Citysearch tell more of these tales. One saga on Yelp sounds almost exactly like ours.
I’m also wondering if other Biscuits and Bath patrons would frequent the store if they really saw what went on there. How the 13th Street location packs 30 or more large dogs into an 800-square-foot space in the name of exercise. How the smallest dogs sit alone and unstimulated in the front of the store, often lying in their own urine. How a dog died last year while supposedly under active monitoring. In a way, I’m glad we were asked not to return–I will miss our groomer, but I have momentum to take my business to a more reputable establishment.
Of course, there are two sides to every story. No doubt if you were to reply, you’d cite how we became upset at your staff’s insistent phone calls, and how we often bristled at waiting three hours while our triple-booked groomer took care of our dog. And how I used foul language after John the manager sneered at the suggestion he did something wrong. All we wanted was a pleasant, hassle-free trip to the groomer every month. We rarely got it.
The unprofessionalism at Biscuits and Bath suggests a business that should be running into the ground. Somehow smart marketing positions it as a premier, high-quality dog care establishment. In the process, you seem to have forgotten about the service and operations that go into a well-run store.
I hope someone at Biscuits and Bath reads this letter and acts upon the many flaws in this business. But I’m not expecting much. Your true reputation precedes you.
So maybe this won’t be a regular feature. Anyway.
del.icio.us/werty
- Baby’s First Internet – The Morning News: If TMN prints this I’d totally buy it for my son
- New Yorkers try to swallow calorie sticker shock – Diet and nutrition- msnbc.com: DD choco chip muffin: 630 calories. Wasn’t it nicer when we were blissfully ignorant?
- Its Official: NYMag Buys MenuPages | paidContent.org: Fine pickup by New York Media; Menupages is a real hard-work dotcom success, and an essential tool for New Yorkers
- usergeneratedcontext.pdf (application/pdf Object): I like this notion–that UGC is really about context; professional (or at least dedicated) sources are creating most of the true content, and the user base is expounding and defining that content
Recent tweets
- 1. Open bottle of iced tea. 2. Absentmindedly shake bottle. 3. Clean floor, pants, desk. 4. Find replacement keyboard when YUIO keys die (03:07 PM July 21, 2008)
- Why did an item I put on a 7-day ebay auction this evening get 5 bids in its first five hours? Is poaching passe? (11:37 PM July 20, 2008)
- Sitting at the computer, Nathan on my lap staring at the monitor and reaching for the mouse pad. He’s a natural (10:10 AM July 18, 2008 )
- Picturesque uws: clear sunny skies, a light breeze, birds chirping, and a rat crossing my path in riverside park (08:41 AM July 10, 2008)
- So, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so, so tired (02:51 PM July 07, 2008)
Nathan, of course, just keeps growing, and so does his blog. (He’ll be reading “Baby’s First Internet” before you know it.)
And the business blog is humming, with a new UX Critic feature we’ve introduced and numerous posts from me on the new iPhone. Take a look.
I noted in this space in March JetBlue’s potential for evolving away from its roots with its new seat pricing plan.
Well, not only has the option to create a First Class cabin been raised, but my concern about the $10 legroom seat was accurate: booking a flight yesterday, I discovered that the premium row had quite suddenly become a $30 upgrade each way. I’m all for airlines making money, but JetBlue tripled its surcharge in three months, and the $60 upgrade amounted to 15% of the cost of my ticket.
If Virgin America offered more than 32″ of seat pitch (or a more affordable business class cabin) I might have switched airlines. Which is the last thing JetBlue needs from its loyal customers.
So what, pray tell, gets an out-of-shape 35-year-old man to suddenly start riding a bicycle on a 5.5-mile commute to work?
Riverside Park, for one thing. Moving to the Upper West Side last summer put us one short, traffic-free block from the greenway that stretches the length of Manhattan on the Hudson River. Amy and I planned on cycling for fun, but pregnancy and a lack of a bicycle prevented us from doing so. (Also a mild lack of ambition, the same one that led us to play tennis at the park’s great clay courts a total of zero times last summer. Anyway.)
Then I started working at Ai, where I discovered coworkers who commuted to work on bicycle, some every day. The casual dress code and relaxed environment made cycling a realistic option. As I tired of yoga and began looking for another form of exercise, the choice became clear.
After a long saga involving a construction van, a Zipcar, and a 1:30 a.m. visit to a dark vestibule in Hoboken, my ride arrived: a 20-year-old Nishiki Century, a heavy, ergonomically unappealing, sea-foam-green 10-speed complete with squeaky brakes and slipping gears. Amazingly, a visit to the local bike shop gave the bicycle a clean bill of health, and with some air in the tires I was ready to roll.
Since early June I’ve been riding to work twice a week on average. My commute relies on a funny equation that takes into account client meetings, weather, and baby feedings, but I’ve had little trouble finding opportunity to jump on the bike.
The new commute is an absolute delight. My usual route takes me directly into the park, down the greenway from 91st to 22nd Street, and briefly across town on a bike-laned street from 10th to 5th Avenues. In the morning, the ride is quiet, and the morning air off the river is a great way to wake up. The ride home is more visually stimulating–more people, ball games, general activity–and the exercise is both invigorating and calming. With my noise-isolating Shure headphones, I can listen to music with little distraction, even while passing the heliport on 34th Street.
I can make the trip in just under half an hour–almost the same as my morning ride on the subway. The trip home is slower by bike, due to uphill climbs and less train congestion, but the difference is neglible. Unlike the train, I burn around 500 calories round-trip, and I’m getting a little color on my face for a change, too.
Now that I’m riding regularly, I hope to spend some time taking longer trips that increase my stamina and encourage weight loss. If I stick with it for the summer, I’m going to quit my gym and invest the next few months’ fees in a new bike. I may love the subways, but a nice ride to work is a terrific way to live.
One month on on the baby blog. Advance apologies to anyone in front of whom I unexpectedly fall asleep in July.
In related news, Charley has been a model dog with a baby in the house. He is patient, relaxed, curious, respectful, caring. One night last week, Nathan began crying in the bedroom while I was across the apartment, and Charley, noticing the situation, stood on the bed and barked at the bassinet until I investigated. What’s that, Lassie? Timmie’s in the well and he’s broken his leg? Good boy!
A large banner hangs across Route 202 in New Jersey, a few miles from where it crosses Route 23:
WELCOME TO LINCOLN PARK
Voted FIFTH-BEST town to live in NJ!
In fairly short order I have become quite the distended blogger: from a near-complete publishing slate in this space, I now have six different locations online where my words and pictures appear.
Much as been said elsewhere about the potentially excess fragmentation of the online space, so I won’t go into that here. Rather than fight it, I’ve embraced multiple services for their individual advantages. As for blogging, well, I now have this blog and a work blog and a kid blog, so here we are.
My del.icio.us link exporter seems to have stopped working again, which provides me with an opportunity to do what others have done and cull the links, blog posts and errata from elsewhere into a single post. I’ll try and do this once a week if not more.
- The consumer cost of the iPhone on AIAIO. Contrary to popular belief, I am not automatically following the Apple Pied Piper and buying a new phone next month.
- UX in the world of food, also on AIAIO, from a few weeks ago.
- Let’s see how this works: some choice tweets from recent days….
- The pleasure of working from home is sorely mitigated by the looming specter of changing a poop diaper after completing a conference call (link)
- new baby: permanent answer to the question “what should I do with my free time” (link)
- How hot is it out? So hot my dog would rather hold it in than go for a walk (link)
- From my del.icio.us feed: Obama clinches nomination; Clinton seeks VP spot—Let me take a moment away from paternity leave to celebrate America’s color-blind selection of a bright, progressive politician as one of our two main Presidential candidates
- And then, of course, there’s Nate. I’ve got an early update on him on his own blog, and lots of photos on display, deliberately separated from this space for obvious reasons. There’s also a large mass of Nathan photos in my Flickr feed, which is newborn nirvana for folks who like that kind of thing. The kid’s fun: stop by.
I’m not one for shaving. Never have been. In college I would go anywhere from four to six days between shaves, cleaning up only when my face teetered on the brink of “beard” instead of “scruff.”
Problem is, I have kind of a crappy beard. It’s thin across my cheeks and missing in some essential areas around the mouth. So when I entered the work force, I started shaving regularly, since what was “scruff” teetered on the brink of “grubby” in an office setting.
Along the way, I learned how to shave with a blade (Gillette, a Sensor at first) instead of an electric (Braun), complete with the night I spent 45 minutes nursing my first razor gash above my lip right before a date. Years later, my now wife would introduce me to the pleasures of premium shaving cream (Fresh, in a varietal long since discontinued, for which I still seek a suitable replacement).
The wife, though, kind of digs the stubble. And I now work at an office where not shaving is almost a requirement on non-client-facing days. So, miraculously, I’m shaving less again, although I’m in enough meetings that I wind up using the razor four days out of five.
Yet curiosity and hope still get to me. This past week, as I have sat mostly in my apartment and a hospital room with wife and child, I’ve let my face go, to see once more if I could actually grow a proper beard. The answer, from days three to six, from the missus was, “It looks hot.” Which, on day seven, teetered and fell into, “You’re shaving for the bris, aren’t you?” And indeed, I am: again, the growth is, well, pretty awful. Although I could probably grow a righteous antiestablishment moustache or an Ethan Hawke goatee, anything more typically handsome is just not in my follicles.
Thus for the second time in under a year—having also tried this stunt between jobs last fall—I have tried and failed at bearddom. Wednesday morning marks nine days of growth, a new record for me, and a sad return to the tub of Kiehl’s White Eagle in the bathroom cabinet. I’ll look sharp for our guests, but I won’t be completely happy about it.
Nathan, if it’s 2020 or so, and you’re reading this, I hope you don’t remember your bris, and I hope you never got your hopes up about your facial hair. You will be many things in your life, but fully bearded is probably not one of them.