Places

Dawn over the Atlantic Ocean

This will be my 1,000th post, so perhaps it’s fitting that it be this: photos of the dawn, breaking high above the clouds, somewhere near the coast of France. It symbolizes a new beginning, a milestone — although I have to confess it came by surprise. I hadn’t monitored the number of posts for a while. By chance, I glanced at it yesterday and saw the fateful sum: 999. That’s when I knew I had to make this 1,000th post a little more special than the rest.

We were on our way to Paris from Washington, DC, on board an overnight Air France flight. We were going to have a short layover at Charles de Gaulle airport, then fly to Bucharest, where a rental car awaited our arrival. From there, we’d drive north, crossing the Carpathian Mountains to reach my grandfather’s house in Transylvania.

I liked Air France. The chairs were fairly comfortable, there was more space between the rows than on Austrian Airlines, and all of the seat gadgets worked, which was very unlike Alitalia (see paragraph 7 of that post for the details). The food was great, they got our menu selections right, the stewards and stewardesses were friendly and polite, and we had a good experience overall. I would fly with them again.

I hadn’t slept much all night. I can’t sleep very well on airplanes — I should probably say I can’t sleep much at all on airplanes. There’s the noise, then, of course, the “wonderful” seats and the lack of humidity, etc. I usually watch movies to pass the time while I gasp for air and pour water down my parched throat.

Outside, pitch black darkness stared back at me, and the faint reflection of a bleary-eyed traveler bearing my resemblance was visible in the window. Had there been no one around, it would have been eerie. But Ligia was next to me. She was sleeping somewhat peacefully, and that comforted me.

As morning approached and the first rays of light began to break through the darkness, Ligia woke up. I took out my 5D, and stood ready for that fleeting moment when color and light would combine to produce something worth capturing. Here it is.

Dawn breaking

At 33,000 feet, the cloud clover stayed below, and only its remembrance remained, in the shape of wispy lines that traced alongside us.

I kept my camera ready in case other opportunities presented themselves, and I wasn’t disappointed. A supersonic jet passed by us, leaving orange-yellow contrails in its wake.

Jet set

No matter how commoditized flight gets, there are still a great number of people that can never afford to experience it. I suppose that has its pluses and minuses. On the plus side, enough pollution is generated by existing airplanes, so perhaps it’s better that their number is kept somewhat limited. On the other hand, many opportunities open up to you when you can travel so fast. Trips that take days suddenly take only hours. Life, for better or worse, gets faster, and you can do more. I suppose that can be both good and bad, depending on your point of view. I’m on the fence about it myself.

The rarefied life

We found ourselves in our rental car, driving toward Transylvania, that afternoon. We drove through the evening and part of the night. Road repairs made our trip unnecessarily long, but that’s a story for another day. As we were driving through the Carpathian Mountains, night set in, and I stopped to take this photo.

A closing account

As we paused to rest, we thought about the last 24 hours. In that relatively short span of time, we’d traveled over 4,000 miles and still had a few more to go.

Life moves fast these days. If we’re not careful, we can end up old and tired, having spent a lifetime running around from place to place. Sometimes it’s worth more than we know it to STOP, even if it’s only for a few minutes, and look around us. That’s when we realize that those few moments of pause are more precious than whole days of nonstop action.

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Places

Meeting Mr. Beaver

So I’m driving back home from work this past July. The highway’s ridiculously busy, as usual, and the sweltering heat isn’t making things any easier. I’m in the high-speed lane on I-495, somewhere between the 267 and Georgetown Pike exits. I happen to glance over to the side of the road, and what do you think I spot in the median? Why, it’s Mr. Beaver! (At least I think it’s Mr. Beaver — given my lack of knowledge about beaver anatomy, and the inability to have a closer look… Well, let’s just assume it was a male specimen, right?)

I pull my car off to the side, turn on my emergency lights, roll down my window and get my trusty 5D out of the bag. He stops to check me out. Get a look at that cheeky glance:

A cheeky glance

Mind you, this is the Washington, DC beltway, one of the busiest roads in the US, but does Mr. Beaver care about that? No, he doesn’t. He’s out looking for a snack while thousands of cars zip (or in our case, crawl) past him.

Back to business

He stretches up the branches of a bush, looking for something tasty. Not sure what he’s looking for, since there isn’t much of anything on those branches.

Pickings are slim

So what do you think he does next? He climbs up into the bush, of course!

Beaver in a tree

When I saw him carry on with this affairs so nonchalantly, I thought he wouldn’t mind it if I got out of the car to get a closer look at him. But I was wrong. As soon as I started to open the door, he jumped down and scampered off into some underground tunnel. In less than a second, he was out of sight and out of reach.

Smiling, I got back into my car and drove off, while the other drivers looked at me quizzically. I’m not sure they even saw the beaver at all. Sometimes it’s so easy to get caught up in our own little worlds and drive right by the more interesting sights in life. I for one am glad I had the presence of mind to stop my routine and my car, if only for the photos and the little story I’ve just told you.

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Thoughts

It’s about expectations

Many of us have heard this before, but it bears repeating. Customer or user satisfaction depends, in large part, upon the expectations you set, as a service or product provider. Promise something you can’t or don’t deliver, and satisfaction goes right down the drain, no matter what you did right.

A great friend of mine put this another way: under-promise, and over-deliver. It’s plain, simple, and it should be the golden rule that companies use when they think about their products and services. I don’t mean you should set your sights on mediocrity, or that you should settle for the lowest common denominator. But you should ALWAYS make sure you promise only what you can absolutely deliver, and if you do anything above and beyond the call of duty, it’s icing on the cake, and it makes the customer ecstatic in a viral sort of way.

Have you heard of Micro Center? Neither did I, till a couple of weeks ago. Their website is certainly underwhelming — at least it is at this point in time, but I have a feeling that’ll change. I got a flyer in the mail from them, inviting me to the store for a free gift. I went in and was blown away. Their store has the coolest and best floor layout I’ve ever seen! It’s clean, well-lit, beautiful, stocked to the gills with cool technology, and everyone is friendly! Did they promise any of that in their flyer? No, they just promised the free gift and mentioned the new store. They delivered on the free gift just fine, and their store atmosphere was the icing on the cake that left me ecstatic.

And guess what? They have an in-store pickup option as well. I ordered a few CF cards from their site today, and went to pick them up in the evening. But do you know what they did? They didn’t promise a 20-minute turnaround. They actually put some thought into it. Their staff is new, their store is new, their systems are probably new or re-designed, and they knew they couldn’t deliver on something like that. They said the order would be ready for pickup in a couple of days. Was I disappointed? No. I got the price I wanted on the products I wanted, and as long as they were going to make good on their promise, I didn’t care. But I thought I’d test the waters anyway, and Ligia and I got in our car and drove to the store tonight.

When we got there, the same cheery atmosphere awaited us. The people were courteous and smiled, just like the last time we visited. We went to the customer service counter, where the representative looked up our order and explained that it wasn’t ready yet. No problem, I’d expected that. I asked if I could pick up the items from the store shelves and come back to the counter. She said yes. I browsed through the store, found what I needed, brought the stuff back to the customer service counter, and the representative fulfilled the order. She fiddled a bit with the computer system since it was new, but she was courteous and helpful, and I didn’t mind waiting an extra couple of minutes. In the end, I walked out with my order fulfilled, and the kicker was this: the price was the same as on their website.

It’s about setting the right expectations, plain and simple. Do what works for you, and more importantly, do what you know you can do! Under-promise, over-deliver, and you’ll have happy customers. Even if you go just a bit beyond what you promised, it makes a huge difference!

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