Blog

  • Customer Experience at Starbucks

    January 31, 2008

    Although I don’t own any stock in Starbucks, I do drink an awful lot of their coffee as part of my morning wake-up routine. I’ve actually gotten a little sick of it. Their coffee is not all that good. Their pastries are, despite their tempting appearance, mediocre to the point of making me angry. What keeps me going back is the sense of energy, not the coffee. I think of the food and drink I buy as a kind of “social tax” I have to pay in order to be part of the community.

    The seeds of discontent thus planted, I was keenly interested when I heard that Starbucks has their old CEO and founder Howard Schultz back at the helm through my Advertising Age e-newsletter. The cool thing about Ad Age is that they tend to write from the “brand perception” perspective; I was intrigued to learn that the changes that Schultz had in mind were related to customer experience, for example the complete lack of coffee smell at Starbucks (hey!) and that view of the barristas are blocked by the equipment (yeah, that’s right). I found this article at The Washington Post regarding the malaise of Starbucks particularly interesting, because it drew attention to just what I was missing from the coffee house experience.

    While I enjoy the story of scrappy independent coffee houses battling the Starbucks behemoth, what it really comes down to is that I want a place where I can hang out and have all my senses engaged in a comfortable (but not dull) fashion. I love the smell of good coffee. Unfortunately, the best coffee I’ve had in some time has been from the coffee maker of my cousin Ben in California. He went through many batches of Pete’s coffee to find the magic blend of grounds and water to brew a fine cup. I need to do the same thing here, or find it somewhere.

    One of the powerful draws of one’s home town is, I think, those places where you can let down your guard and be infused with the sense of community pride. Food seems to tie into this feeling a lot of the time. It might be the familiar taste of Hellman’s Mayonnaise in the chicken salad from that little market down the street, where you could get heirloom tomatoes way before they became “fashionable”. Maybe it’s the pizza parlor you went to as a kid, could be something about the crust that keeps you coming back, or the memories playing Asteroids back in the 80s after school, trying to stretch that quarter to a million points before going home. People recognized your face and knew what you liked, and in return you looked them back in the eye and smiled in recognition. That’s a good feeling, and one of the most accessible sources of this in any town is the coffee shop. Coffee drinkers share the love for the beverage, and we exult in the smell and the ritual of getting our cup just right. It’s just enough to pull you into a community without asking too much of you, the bare minimum of interaction to remind you that you are part of a greater humanity. At a great coffee house, you’ll see the regulars and get a sense of their personalities by overhearing what they are ordering. The great barristas anchor the experience like bartenders, assuming that your coffee comes right and smells like a morning that you look forward to.

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    DSri Seah
  • To Running Silent or Not

    January 21, 2008

    I’m finding I have to hunker down and seriously reduce the number of activities I’m engaging in to push past an important milestone, so my posting frequency will be (if you haven’t already noticed) drastically reduced. I was feeling very guilty about this, until I thought to myself that there was no reason to. My life is my own, right?

    Well, not really. My life is now intertwined with dozens of other lives, and participating in the blogosphere has been very positive. I’m loathe to let go of it even for a short spell to again don the black clothes of the itinerant freelance codeslinger, but it’s what I need to do. I call it “hermit mode”, and last year I recognized that it was a kind of luxury to be able to shut out the world and focus exclusively on just a few things. As more of my friends start families, I see how their priorities change and how their schedules shift with the need to juggle many more balls.

    I’ve never been particularly good at juggling, or perhaps more accurately I’ve never liked feeling the stress and fear of dropping the ball. My coping mechanism has been to run silent and deep, like a nuclear submarine on patrol hundreds of feet below the surface of the ocean, alone with my work and shut out from the world. It’s during these times that I lose contact with the natural day, staying up later and later until I’m going to sleep at the crack dawn and waking up at noon. There’s just a couple of balls to juggle then, and there’s few distractions. It’s actually not so bad a life, if you have a few 24-hour supermarkets near you, and with the Internet you’re never completely isolated. Now that I think about it, since adopting the early waking schedule about a year ago (yes, I’m still doing it) I’ve lost touch with quite a few people that I used to talk to regularly in the wee hours of the morning, fellow hermits tapping greetings across the slumbering Internet.

    I’m faced with a decision: I could manage my time better by applying any number of techniques I’ve used in the past, though frankly I don’t really want to do it. I’m tired. Or I could shut out the world and pour all my attention into the tasks that I want to get done.

    • The advantage of managing my time is that it’s more sustainable—if I accept that what I get done every day is going to be incremental and feel very small. I personally have little patience for incremental change, which is why I probably suck at it. The one exception to this is when I am actually observing incremental change in PEOPLE…that fascinates me, because each small change in a person’s behavior can indicate something much larger. I guess I am naturally curious about what makes people tick, not the number of ticks I can count.
    • The advantage of shutting out the world is that it is a more exciting commitment to action; kind of an adventure, really. I like getting ready for adventures, strategically planning my moves, getting everything ready for the big push. The problem is that it is an expensive contextual switch, on the order of planning a vacation without the relaxation, and it always burns me out at the end. This may, however, be the natural way I work by myself. It is a recurring pattern.

    My gut reaction is that I should avoid going into hermit mode, but instead triage what I am focusing on. Blogging is going to have to go on the sideline for a bit, because there is a lot of other stuff that I need to get done for both the business and for my projects. I’m also considering my energy levels. Last week I tracked my hours using my excel timesheet and added two additional fields: energy level and what I ate. I had the feeling that I wasn’t doing the right work at peak times, so I wanted to see if there were any patterns at all to my day. I discovered that in the morning, after going to the gym, I was at peak alertness. I checked my email afterwards and followed up with people, and found that after a couple of hours of this my energy levels were again drained. Surprisingly, activities like washing the dishes seemed to recover some of that energy. What I ate didn’t seem to make as much of a difference as I thought, though the quantity might still have something to do with it (overly full = sleepy). My tentative conclusions:

    • I am getting eyestrain from looking at the screen, and this is making me dizzy. I can go maybe a couple of hours before the slight headache starts distracting me. I just ordered a larger monitor to alleviate this, hopefully it will get here tomorrow.

    • I need to pace my eating so it’s smaller amounts, more frequently. I hear this advice a lot from people who are optimizing their metabolism, and it’s high time I did the same. This is a whole new kind of process I will need to learn. Also, I should be drinking a lot more water. Remembering to do this in the winter time is more difficult, for some reason.

    • I need to shift the priority from communication to project, which is a reversal of my current values. I like to read email and respond to it, and I like chatting with people to see what they’re up to. For the past half year I’ve been pretty bad at replying to email in a timely manner because I’ve been busy with more projects, and I’ve felt guilty and inadequate. I will have to face up to the fact that I don’t have the bandwidth to spend 4 hours a day just writing back to people and exploring interesting opportunities. The “golden time” right after my workout should be devoted to project work, no exceptions. Email will have to wait to the end of the day, along with blogging. When I was responding to email, it was right after my workout. I’m still going to get eyestrain and dizziness after a few hours of staring at the computer screen (assuming the new larger one doesn’t alleviate this), but knowing this I can at least make sure my best hours are devoted to project work.

    <

    p>I don’t know how this will work out, and I’ve already frittered away some prime “work time” by writing this post instead of doing project work, but at least I am laying the groundwork for future productivity this week.

    In other news, the initial wave of people who have pre-ordered Emergent Task Planner Pads has dwindled, and the remaining people who haven’t yet ordered either have decided not to or have non-functioning email addresses. I am now going to start the process of collecting the names of people who have expressed interest in leftovers. I also need to figure out a better way of doing order fulfillment, as PayPal’s initially-promising merchant tools are cumbersome and painful to use. The biggest obstacle to just opening up a store is the ability to track inventory levels; PayPal does not offer this, and I do not want to accept money when I do not have product in stock. Someone must make a combined ordering, payment receiving, inventory-counting e-commerce front end with integrated postage and packing slip management. Eventually I will probably go with Amazon Fulfillment, but for now I want to continue to ship myself as I work out the best way to package these boxes. Until that time, there are so many shopping cart options out there that it’s going to take days to research them all. If anyone has any suggestions, I’m all ears.

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    DSri Seah
  • Continuity in Planning I: Knowing Where I Am

    January 13, 2008

    For the past few months I’ve been feeling unsettled about my planning balance. Since I only have one major project to focus on at the moment, I had thought that finally I could actually pace myself easily. This hasn’t proven to be the case, as the extra time has merely allowed other things to expand into my immediate consciousness. Things like:

    • Maintaining Social Commitments
    • Maintaining Physical/Health Commitments
    • Maintaining the Blog
    • Maintaining Business Relationships
    • Creating and Shipping Product
    • Keeping the House Clean
    • Planning for the Future

    I have to admit to myself that the system of “winging it” for the past couple months just isn’t cutting it because, again, I am not feeling like I am making progress. Objectively, I could sit back and point out all the very interesting things that did happen, but that does not address the feeling of falling short. The system that I need to put into place doesn’t have to handle the objective tracking of things I’ve done, though functionally this is what it would appear to be. The real heart of the system I want is what will address the feeling of not being productive.

    Of course, there are many approaches to this. David Allen’s Get Things Done is one of the popular ones, and the approach focuses on getting to the point where you can relax. That is, you can trust your systems to tell you the real deal, and when you’ve got information you can actually trust it’s a lot easier to get into that productive mind state. I’m not a GTD expert, but my assessment is that GTD is a mechanical methodology designed to keep your mind optimally aware of what’s going on so you can choose to do that “next action” free from doubt. I can certainly see that following this methodology would work, and maybe I should just suck it up and just do it. What I really want, though, is a system that does a better job of putting my project work in context with my goals. I’d like the system to also remember where I was when I last left off.

    As I write, I’m realizing that I’m actually wishing for a lot more than just a task tracking system. I’m really looking for something to provide some semblance of meaning outside of myself. I think such a system would be the keeper of my goals and projects. Additionally, the system would “know where I am” in terms of goals and projects at all times, maintaining a sense of continuity for me when my attention is elsewhere. The two tangible deliveries of the system would be (1) a “map” with a big arrow that says YOU ARE HERE, and (2) the set of tasks that I know will make that arrow move a certain distance. You can see my video game design background peeking through there. I don’t really want to relax. I want to know what I’ll be doing next to move my piece in a direction I like, and I want to have some choice in the matter without having to process everything all the time. The trick is to provide the RIGHT choices along with ACCURATE INFORMATION about where one happens to be in life.

    I don’t have any immediate solutions to this, but I’m writing it down anyway so I don’t lose the thought. My first inclination is to revisit the Concrete Goals Tracker and ponder the Task List Creation (you know, the weighed points) process itself.

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    DSri Seah
  • Print Your Own “Re-Gift Receipts”

    January 10, 2008

    Regift Receipt I don’t know if this is common around the world, but after Christmas Day there is a frenzy of returns at retail outlets across the United States, as people trade-in/trade-up their gifts to something they like better. To make exchanges easier, stores issue gift receipts to gift purchasers with the price omitted to maintain some semblance of propriety. Call me sentimental, but when someone gives me a present, I find it difficult to treat it as just another material asset to be cashed in. It just doesn’t jibe with what I think of as The Spirit of Giving. Why not leave warm cups of “Drano” out for Santa instead of milk while we’re at it, or have a nice reindeer venison stew for Christmas Dinner as we throw rocks at elves? But that’s just my moral outrage masking the true issue at hand: sometimes I get terrible presents and I’m not sure what to do with them. The barbarian materialists exchange their presents and are materially happier afterwards. Traditionalists like me get principles stuck in their craw, muttering bitterly as their houses fill with junk they can’t just throw away because “they were gifts.”

    There is another gift-related practice here in the States called the Yankee Swap, associated with office Christmas parties, where you can potentially bring all your unwanted junk and gift it away to some poor sucker. Each person brings a present, and gets one in return. The trick is that each person draws their present based on a number, and they have the option of exchanging whatever they got with whatever someone before them got. It’s deliciously balances the Spirit of Giving with the Spirit of Taking Away, just the sort of spirit one needs to survive the modern corporate environment. We are what we are.

    While this year I received no bad presents (in fact, they were all awesome), there was an interesting moment at one of these events when someone recognized a “real” gift from a Christmas many years in the past re-gifted to someone else. This created some awkwardness on the part of the re-gifter, though the original gift giver didn’t mind at all. This got me to thinking: we already have gift receipts. Why not take it a step further and include a re-gift receipt that establishes once and for all that once you are given a present, it’s yours to do with what you want?

    Design of the Re-Gift Receipt

    Regift To create the Re-Gift Receipt, I used my Stockwell Rubber Stamp Kit (I’ll have to write about this sometime later) to create the RE-GIFT RECEIPT: YOUR GUILT-FREE PASS lettering at top. I scanned this in, colored it to resemble the purplish ink on old-style receipts, and laid out some text using an 8-point monospaced font (Bitstream Vera Sans Mono if you are curious…it’s one of my favorite console fonts).

    Since I wanted to reproduce the length of the typical gift receipt—they are often filled with legal mumbo jumbo—I had to write some filler. I figured it wouldn’t hurt to cover some of the basic scenarios that lead to “poor gifting”. Here’s what it says:

    RE-GIFT RECEIPT POLICY This present has been given to you by your (CIRCLE ONE): CO-WORKER(S) CASUAL BUDDY REALLY BUSY BEST FRIEND SIGNIFICANT OTHER OTHER ACQUAINTANCE If you like it, great! However, in the event that dismay and polite confusion ensued rather than joy, please allow that (CIRCLE ALL THAT APPLY): I DON’T REALLY KNOW YOU THAT WELL SO I JUST WINGED IT IT LOOKED MUCH BETTER ONLINE / IN THE STORE I’M A CLUELESS GUY/GAL WHAT DO I KNOW ABOUT PRESENTS I GENUINELY THOUGHT YOU LIKED THIS KIND OF STUPID CRAP I DID ALL MY SHOPPING AT THE SAME STORE THIS IS WHAT THEY HAD I THOUGHT YOU COULD USE IT FOR HOBBY/WORK BUT WHAT DO I REALLY KNOW ABOUT IT MOM SAID “IT IS THE THOUGHT THAT COUNTS” AND I BELIEVED HERE In the True Spirit of American Giving, this RE-GIFT RECEIPT entitles you to pass this item guilt-free to a third party, no questions asked. AUTHORIZING GIFT GIVER: RECIPIENT: by re-gifting this present, you agree that there is no reason to ever mention this again

    I think this covers about 80% of all bad-gifting scenarios, and having it in an easy “circle your excuse” format really captures the Spirit of Exchanging Gifts For Better Ones: convenient, cheerfully impersonal, with no hard feelings at all.

    After I got this text laid out in Illustrator, I noticed that the overly-crisp quality of the text was at-odds with my scanned rubber-stamp letterings. I applied a 1-pixel gaussian blur over all the text using a raster-based effect. It’s cool that you can do this stuff now; back in the old days, I’d have had to convert the whole file to a high-resolution TIFF file and that would have been a pain in the butt. Blurring the text slightly made everything fit together visually. I was pleased that the file size didn’t get too large either. At about 250KB for the PDF it’s about 100K larger than the non-blurred version, but that’s acceptable I think for the visual result. On the minus side, there’s a good chance that non-Adobe PDF readers will render the file incorrectly; let me know in the comments if you come across this problem. I’m curious.

    The List

    Download the Re-Gift Receipt Forms

    There’s three Re-Gift Receipts per 8.5″x11″ sheet. Just trim along the print marks and you’ll be ready to start disavowing any intended thoughtfulness to your gift giving. You could also use these forms to legitimately (sigh) let your friends know that you did your best, but there is no obligation to hold on to it…just don’t give it BACK. :-)

    You will need a Portable Document Format (PDF) viewer installed such as Adobe Acrobat Reader to view and print. If you can’t install Acrobat or are having trouble viewing the PDF, you can try these alternate downloads and “adjust size to fit to page” when you print:

    PC users can right-click and choose “Save-As…” from the pop-up menu to download the file to your computer. Mac users can option-click and do the same, I believe.

    Other Silly Things

    If you appreciated the dubious value of this download, you might also like my Chain Letter Nullification Certificate, Arm-Mounted Task Nagger, Procrastinator’s Clock, and Social Yardstick designs. Enjoy! :-)

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    DSri Seah
  • Why I Design

    January 6, 2008

    If you’ve been reading this blog for a while, you may have noticed how it’s changed its focus from the personal to the productive. In the beginning, when I first started blogging out of a kind of quiet desperation to once and for all figure myself out, the entries were short clippings of my thoughts on whatever happened to catch my eye and interest. As time went on, and I discovered that long-lost friends were starting to stumble upon the webby shores of my site, I grew a little bolder and started writing in more depth about topics that were interesting to me. Blogging for that small audience was the outlet I needed.

    At the beginning of 2005, I was starting to just come out of a two-year period of negativity, and was comfortable enough about writing online to make a few rambling journeys into personal introspection. These felt quite daring because they were so out of character with the other posts, which tended to be more detailed, hard-edged and technical. I remember posting about feeling negative, and a couple of my friends actually emailed me to make sure I wasn’t about to lose it. While I find those posts to be somewhat embarrassing in retrospect, they are also as honest as I could make them, so I leave them up as signposts of my online journey. And it was through this journey that I really started getting to the bottom of what was important to me so I could create solutions to my problems. This is what lead to the original Printable CEO article, with its bizarre merging of psychology via video game design philosophy. I think one reason people like it, other than its sheer geekiness, is that it was designed to help you care about yourself. Fundamentally, I think of it as a design that is all about caring, inspiring, and empowering individuals.

    Lately I’ve been avoiding writing the long introspective posts, because I’ve been aware of the growing contingent of productivity enthusiasts who have come here through sites like LifeHacker and Web Worker Daily. These are very popular, tip-focused sites that link to the various forms I’ve created to address the different inefficiencies I’ve faced in my freelancing career. Every time one of these sites links to an article here, I see a bump in RSS subscriptions. A few days later, I see a corresponding dip as people realize that I tend to write about other stuff like sandwiches and they unsubscribe. This used to bum me out, but I would tell myself that my writing is not for everyone. It’s hard to describe exactly what keeps people here, actually, but I figure the people who stay are the ones I want to talk to in the first place. It’s been tougher recently to stick to that line because I’m starting to realize that there is a lot I could do to drive traffic and build a real “web property”. I’m starting my 4th year of blogging, and over those years I’ve learned quite a bit about how to write content and how to maintain a website. I’ve seen other websites that have started at around the same time I have flourish and explode into full-fledged enterprises, far beyond what I’ve done here. It was for this reason that I switched from WordPress to Expression Engine, because Expression Engine offers me the ability to start expanding my site facilities without a whole of painful integration work. It will allow me to start compartmentalizing my writing into focused, ad-friendly packets of content. It’s a good media strategy.

    You might be surprised to know that I don’t spend every day reading RSS feeds to suck down the latest productivity and design news. I know that stuff is out there, but I get most of what I know through other people mentioning what’s hot in passing. The sites that I do visit are ones that share the stories of someone’s life. If there are any tips, they’re offered in context to what someone has done and how it affected them. This is what I am drawn to, and recognizing that changes the way I deploy my shiny technical skills. I design because I like stories. And the kind of stories I like best are ones where someone has a dream, meets an obstacle that seems unsurmountable, then finds that greatness in themselves somehow to get past it.

    I recently reread Po Bronson’s What Should I Do With My Life?, which is his book about ordinary people who have asked this question and what they did about it. I originally read the book sometime in 2003, before I knew what a blog was and before I knew what was important to me. All I knew was that I wasn’t particularly happy or inspired or motivated, though I wanted to feel that way. I wanted a calling, and the book reassured me that I wasn’t alone or crazy in desiring this. Then I forgot about the book and went on with my life. 2004 kind of sucked, but 2005 offered possibility. 2006 was pretty good, and 2007 was better still because I’ve met people who have made a difference in my life, and have given me fresh perspective. What I lacked, though, was a sense of being part of a greater movement. What Should I Do With My Life? (a book about individual calling), along with Why Do I Love These People (a related book about family bonds) has reconnected me with the notion that it’s really the people making their lives work that inspire me every day. And so, if what I can do with my life can help them make their stories better and make a good life…that’s precisely what I want to do. I just need to make it pay.

    I’m not exactly sure why I wrote this, though I suspect it’s partly a reaction to my NOT having written a rambling personal post in quite some time, and it’s probably also part of my processing of my Po Bronson weekend. I think maybe this is an affirmation of faith, and maybe it’s also a beacon. As an experiment I’ve tried linking this post to the forum that I just installed this weekend for the C# Study Group. If there’s anything I’ve learned, it’s the small offerings to connect that lead to surprising opportunities. You just need to keep making the offer, and not have expectations on what comes back. It’s both scary and exciting. It doesn’t always work out or last, but heck let’s see if anything happens. You can register here.

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    DSri Seah