Sign of the Times 2

So once again I find myself being forced to go on a business trip to Miami. Having learned my lesson last time (see Sign of the Times in Archives: Nov 2006), I decided to fly Southwest into Ft. Lauderdale.

Honestly the Super Bowl had absolutely nothing to do with the timing of my trip.

As I pulled up to curbside checkin, I again noticed the line for Southwest was double and more the line for the other carrier I flew to Miami last time, but I was not afraid. With my new perspective I saw why the Southwest curbside line moved so fast – Southwest had six people working the curbside checkin instead of two for the other carrier. Just to keep score, I paced myself against a person who arrived at the other checkin. By the time I was cleared there were three people ahead of him. This was a good sign.

Thanks to Southwest's aggressive fuel hedging strategies, I was able to check in a 57 pound suitcase with clothes for two weeks without public humiliation. This was a good sign.

Once again I was taking an evening flight across the country. The flight left on time. This was a good sign.

Unlike my previous trip, I was surprised to learn that I was going to be on the same plane all the way. That was new and different for a seasoned Southwest flyer who is used to at least two plane changes going from west coast to east coast. This was a VERY GOOD sign.

While reading the in flight magazine I learned that Southwest now flies to Hawaii. In view of the turmoil affecting the rest of the carriers flying to Hawaii I thought this was a very good sign for me, but is going to be a very bad sign for the carriers who have been abusing passengers going to Hawaii for years.

The last time I flew to Miami, I was not allowed to bring a submarine sandwich and coffee on board because it was dangerous. About the only thing I saw that was dangerous, was the fat gram and the sodium levels. But the FAA was sure that there was a possibility that I could have used the sandwich to beat the aircrew into submission and taken over the flight.

So this time I didn’t buy a sandwich and felt like an idiot as the rest of the seasoned Southwest fliers paraded onto the plane carrying sandwiches, pizzas, Chinese plate dinners and coffee. All I was going to have eat for the long haul would be a couple bags of airline peanuts. This was not a good sign, but I blame this one on stupidity of the same person that banned toe nail clippers as a threat to national security.

The flight left LAX on time and everything was smooth sailing until we got to Texas and we encountered turbulence. There always seems to be turbulence over Texas so it was no big thing as far as I was concerned. As usual, the beverage service was stopped before the got to me. But before I could get too upset, the pilots just took the plane up to 41,000 feet until they were over the turbulence and then the beverage service continued. This was a good sign.

Of course there is no movie on a Southwest flight, but the seat and the reading light worked. I had a good book, and glass of passable wine. This was a good sign.

I got to Ft. Lauderdale. It was dark. It was late. It was raining. It always seems to be raining whenever I go to Florida. I am still waiting for proof the motto "The Sunshine State" on the license plates is justified.

Unlike Miami, the car rental concession is connected to the terminal, so I was able to make my way dry and unaccosted to my rental car. No panhandlers, no verbal abuse, no flashing. This was a good sign.

Judging Books by Their Covers

The reason it has taken me so long to post a comment on shopping, is the fact I have gone this long without doing anything other than grocery shopping. That changed this past weekend when I started looking at new cars.

I like bargains just as much as anyone else. So when I shop for a new car, I buy last year's model. To me, the very minor differences in this year's model are more than offset by the substantial discounts on last year's model, which plays into the hands of the advertising guru for the dealerships.

I went back to the dealership where I bought my last car and requested my former salesperson only to learn she was gone. I wanted to buy from her again, because she was so professional it made me want to come back. She was gone and now I was back to square one: "Whom to buy from?"

I asked my friends who have "recently" bought new cars looking for a salesperson they could recommend and got nothing but tales of bad, miserable, and frustrating car shopping experiences.

So I went to an auto mall and first dealership I went to was amazingly insulting on so many levels, it would've been very upsetting if I weren't a consultant who could use the experience as a good example of "bad salesmanship." Let's look at all the levels the dealership wasted money on marketing.

STRIKE ONE: There's an old saying: "You never get a second chance to make a good first impression." And this dealer team worked very hard to create a bad one with me. As I drove in I saw what I was expecting to see; the usual line of sharks waiting their turn.

But want made this memorable; in a bad way, was the way a salesperson "high fived" the rest of the line up as he made he way towards me.

STRIKE TWO: The salesperson took all of 90 SECONDS before suggesting very strongly we get me "pre-qualified on financing first" to make sure "we": don't waste time (looking at cars I can't afford). Since he did absolutely NO QUALIFYING on me at this point, how could he assume:

a) to know what I could or couldn't afford.

b) that I wasn't a cash buyer. They do exist.

c) that I didn't already have financing in place.

STRIKE THREE: I came in because I am looking for a 2006, and they were advertising a clearance sale on the older models. When I mentioned I wanted to look at the 2006's, the salesperson, implied I would be making a big mistake and kept extolling the virtues of the 2007 models over the 2006 models.

I had been on the lot for less than five minutes, and I was ready to leave. Needless to say, I didn't buy there and probably never will. The experience was so bad, I probably will never be coming back to the dealership, so they have lost me forever. If anyone asks me where to go, I will tell them where not to go.

So all the money the dealer spent getting me in the door has now gone down the drain because of a salesperson who was more interested in telling me what I want than asking me what I want.

Now to be fair to him, let's look at the first few minutes of the encounter from his point of view, because maybe I didn't impress him as a good customer. After all I drove up in a 1977 Toyota Landcruiser. It is a mountain truck that looks like it gets heavy use – which it does. Maybe he decided based on my clothing. I was wearing jeans, tee shirt and sneakers. Maybe he decided my fixation on "last year's" model implied I didn't have much money to spend.

Should any of this excuse his behavior? NO.

One of the oldest sayings in retail is "Never judge a book by it's cover." and it is so true. Back many years ago when I was in securities, an old man came into the office in stained khakis, a polo shirt with a hole in it and slippers. The broker who was taking "walk ins" that day called me and asked me to cover the front desk so he could take a cigarette break.

As soon as I got to the desk and looked through the glass doors, I saw why the other broker suddenly needed a cigarette. I didn't smoke or I might have been tempted to call someone else before the old man got in the door. But I was bored, it was lunch time and I thought this would be a good way to kill some time; and in the process learned the value of never judging a book by it's cover.

I followed my training and did a full presentation and took time to answer all his questions. After about 45 minutes he thanked me, took the information kit and told me he would think about it. I thought nothing of it until I was called to the front desk the following day to greet a visitor, and there was the old man – still dressed in khakis – with someone who turned out to be his CPA.

The old man was impressed with my patience answering his questions and opened a securities account with me for a very impressive amount. The other broker made a half-hearted attempt to split the account with me to no avail.

During my time in securities, I made a lot of money working with the old man and his wealthy friends all because I didn't judge a book by its cover.