.::|TheDish|::.

Poor Service, One Less Customer

I haven't been able to totally shake an experience that I had earlier this week, and I'd love to hear what you have to say about it. I stopped by the dry cleaner to pick up a few articles - two dresses and a sweater - that I had dropped off about a week ago. The next morning, I went to put on the sweater, and noticed the adorable little belt/tie was missing; I was disappointed, as this belt accent really is the focal point and what gave the otherwise average sweater a little bit of character and femininity. I then noticed that the belt/tie on one of the dresses was also missing. I know, without a doubt, both were securely attached when I dropped them off. Grrrr.

So, that morning I stopped by the dry cleaner, of which I have been a loyal regular for the almost 2 years I have lived in the South End, to show them the sweater and the dress with the missing pieces, to voice my disappointment and see if perhaps the belts had simply been removed, cleaned separately, and hung on a different hanger. The woman behind the counter offered to contact the folks that actually do the dry cleaning, and asked me to stop by the next morning.

And so I did. No belts, as expected, and then this story goes awry. The woman behind the counter then said "did you check in your home?". I am not sure if my jaw dropped or not, but it should have. I could not believe that she was turning the fault on me, the customer... her very regular, loyal customer! In retrospect, I should have battled that morning, demanding a refund of some sort at the very least. I am not sure why I didn't, perhaps it was too early, and my reasoning power had not quite woken up yet.

I left. And when I ask myself if I will continue to use that cleaner, my answer is unequivocally "no", they have lost my trust, respect, and my business indefinitely. I think what this story further colors is how critically important and fragile the relationship is between a brand and its loyal customer, no matter what product or service that brand provides. With one negligent move (OK, more than one as she turned the blame on me), and the inability of the cleaner to repair our relationship say through a discount on my next order or a refund on this one, they have not only failed to retain me as a customer, but they are also potential victims of (deserved) negative word of mouth marketing, probably one of the most powerful means of marketing today, as I tell my story to friends and neighbors. As Paul Isakson noted in his kick-ass presentation What's Next in Marketing & Advertising:

brand = collectively, what people say, feel & think about your product, service or company.

Need I say more? I am not out to bring down a local business, hence why I am not naming this particular business, and I don't necessarily think that the people behind the counter are bad people; but, I do think they offer a poor service to their customers and that directly sheds a very negative light on their brand. All they had to do was show me that they appreciate my business. I am telling this story as a personal experience that further exemplifies all the chatter in the marketing community these days around how important it is that brands, and the marketers, agencies, etc. who work for them, recognize the power of the loyal customer voice and the importance, strength and influence of that relationship and it's retention.

[image via]

Earth Hour

Today, March 29th, 2008, between the hours of 8pm and 9pm in your local timezone, please turn off your lights in recognition of Earth Hour. Across the globe, people will be doing their part to combat the climate crisis that is affecting us all now. So start here, do your part to help fight global warming today; even Google is making a statement and showing their support today by turning their lights off (well, sorta, as best they can!), if you haven't already noticed:

Women Outnumber Men Online: You Go Girls!

I am so jazzed to see that, according to eMarketer's latests stats, the number of women online will continue to outnumber the number of men. "In 2008, 100.4 million females and 93.5 million males will go online at least once a month," according to the article.


I also found these stats particularly interesting: 68% of all females ages 3+ and 65% of males 3+ will go online at least once a month in 2008, and 35% of online teenage girls have blogs (yeah!), while 20% of online males do, according to eMarketer. The article credits a few variables that probably do attribute to the female skewing stats, such as a greater female population than male; but, I'd just like to recognize how more and more females are becoming online & technical savvy (including my Mom!), and as the digital natives grow-up, I bet that we will see more and more women rise to leadership roles in technical fields, a sector that has been skewed male to date. You go girls!

[stats and chart via]

Finally! A TypePad Widget That Opens Links in a New Window!

Yes, you heard that correctly. TypePad, my blogging platform-o-choice, has come out with a widget that automatically opens all external links in a new window! I have often wondered how many visitors & readers I have lost becuase this feature did not exist. It's super easy to install the invisible snippet of code. Check it out.

Thanks TypePad!

The Secret Underground Guide to Social Media for Organizations

I, like pretty much everyone in the digital marketing industry, have been talking about (& listening to) social media tactics & strategies a lot lately, both at work and within my personal life. I am a huge advocate of experimentation with social media by companies, brands, organizations and individuals within every industry, from those in the rigid, complex bureaucratic sectors like healthcare, to the individual entrepreneur opening their first shop or forming a club or organization in a small town. What I find challenging is getting people who are not digital natives, marketers or innovators to be comfortable with social media, helping them understand the plethora of social media tools that they have at their fingertips, and how they can experiment with and utilize specific ones to understand their customer needs and concerns, promote their brand, sell more products, make money, etc.

So, I was listening to a new media podcast the other day, and was directed to The Secret Underground Guide to Social Media for Organizations (pdf), by Colin McCay of canuckflack.com. I am not going to strip excerpts out of the 23 page document, as it's really a quick read - like 20-30 minutes quick. McCay provides valuable tips that will help me talk about social media and get the conversation started with people not already engaged and thinking about the topic. Also, he writes in a direct way without a lot of marketing speak (ok, some, but not a lot), so you don't need to be knowledgeable in the space to gain some great takeaways. If you are interested in social media, and how to implement a tactic in your organization or start the conversation, I suggest you download it.

OK, I guess I fibbed. I am going to pull this little tidbit from his guide. It's a quote by Dale Carnegie that I just really, really enjoyed:

 

Jeffrey Campbell Moto Boot

I just purchased these Jeffrey Campbell Moto Boots, at 50% off, and I just love them! Alas, a cool low-heel black boot that fits my wimpy calves! So many women I know complain about the calf circumference on boots, and I cannot tell you how many boots I have fallen in love with on the shelf & online, only to find my leg looks like a total toothpick when I try them on (like the Frye Jane Cuffs). I know, a woman's fashion woes, but trust me, it blows! Well, the calf circumference on the Moto is 13.25", just perfect with a pair of skinny jeans. It may be spring, but it sure doesn't feel like it outside right now, and I plan to get as much wear out of these bad boys before I break out the open-toes!

In Celebration of Spring: The Sutton Garden Club

You may not feel it due to the chilly temps in the Northeast today, but it is the official first day of spring! And in the spirit of my favorite season, I'd like to introduce to you the newly launched Sutton Garden Club blog!

If you haven't heard of Sutton, it is a small town about 34 square miles in size, with a population of 8-9,000, and is located about 50 miles (1 hour) southwest of Boston, MA; it's also my home town. The Sutton Garden Club, founded in 1997, is dedicated to the following objectives: to encourage interest in all phases of home gardening, promote better horticultural practices and use the acquired skills and knowledge of the membership to benefit the town and residents through community projects and to promote a spirit of good will. The blog highlights Club announcements, such as the 2008 Sutton Garden Tour, award-winning gardens, scholarship information, plant sales, and more!

If you have a green thumb, or if you just need a quick hit of color and cheer from time to time, be sure to check out the blog, leave a comment, and join the gardening community. I'd also strongly suggest you take a short, leisurely trip out to Sutton on June 21st for the tour, and enjoy a stroll through the breathtaking gardens, mingle with artists and artisans, and embrace all the beauty that Sutton has to offer.

KO Prime: A Total Knock Out

Rating: 5 forks

After all the chatter and the hype, we finally made it to KO Prime for dinner last Friday evening; it lived up to our expectations, and in fact, it actually exceeded them. Upon arriving at the entrance to the Nine Zero Hotel, we were greeted by a friendly valet, who offered-up a couple of his personal favorite dishes as recommendations as he opened the door for us to enter. We ascended the staircase, to what used to be Spire restaurant, to what now is Ken Oringer's (Chef, Owner) modern steak house. The hostess greeted us with a smile, graciously took our coats and, although we were right on time for our reservation, she asked us if we'd like to enjoy a cocktail before dinner. And so we did. We both enjoyed our simple favorite: a Chopin martini, up, dry, with olives. Yum. The bar area hasn't changed much from Spire: the crescent-shaped bar seats about 10 or so, facing a comfortable lounge area accented with cow-skin seats, leather cubic stools, and cocktail tables. The light was dim, which set the perfect mood.

Upon finishing our cocktails we were led back through the romantic, yet modern & chic, dining area to our table for two. An energetic and very friendly waitress approached us, welcomed us, and informed us of the pre-appetizer for the evening: an Asian style app of crispy seared shrimp (full head and all) served with sauteed Japanese peppers, of which 1 in 10 is "spicy". We ordered it, and I was on the receiving end of that lucky pepper. Yikes! It was tasty though. We then received a miso soup spoon of ceviche with "foam", compliments of the chef. It was interesting to see, and heaven on the palate.

From the menu, we enjoyed 4 oysters, 2 Island Creeks and 2 Kumomotos ($3/each) as...well...the "post-pre-appetizer", and then I enjoyed an appetizer of refreshing Hamachi Sashimi ($16), and Mike feasted on the decadent Seared Fois Gras, with rhubarb, Reisling, and laurel ($18). Our bottle of 2003 Elyse "Morisoli Vineyard" Cabernet Sauvignon (Napa, California) was breathing, and opened just in time, as the waitress delivered our entrees: for me, the 10oz filet served perfectly medium-rare, with Chimichurri sauce on the side, as I like my quality meat unmasked and straight-up ($44); for Mike, the 14oz New York Strip Steak, 28 Day Dry-Aged served with Cippolini Onions ($44), also served medium rare; and for sides, Jumbo Green Asparagus, Hollandaise ($8), and Mixed Mushrooms ($8).*

Wow. The entire evening was an A+. The ambiance was spectacular, romantic, yet upbeat. The service was fabulous, friendly, and authentic (note, we went with low expectations of the service as friends have told us, and we have read numerous online reviews, of terrible service experiences. I think Ken listened?). And the food- oooh, the food - was sublime. What more can you ask? I guess that your neighboring party picks up the rather large tab ;).

KO is not your typical steak house, so don't go expecting the mahogany, brass, and attitude. Its modern. Its sexy. If you haven't been... you should, and please share your experience(s) with me.

KO Prime
90 Tremont Street
Boston, MA 02108
Phone: 617-772-0202
http://www.koprimeboston.com/
Valet Available @ The Nine Zero

KO Prime is also green!

* Note: prices listed above may not be exact; prices on the KO Prime Web site are lower than the actual menu prices.

The City Car, by MIT

This adorable, itsy-bitsy City Car was designed by the MIT Media Lab and is coming to the streets of Boston near you, very soon! The shared vehicle boasts a few great environmental and technological (and convenience) advancements: an electric motor; no tailpipe emissions; it's almost silent; omnidirectional robotic wheels (think O-turn instead of U-turn); foldable and stackable design; compact frame, about 8' long, and under 5' folded. I feel both excited and somewhat concerned about this little guy, and here's why:

The pros:

• Ultra-compact yet *roomier* - same front cabin space as a BMW 3 Series
• Space saver - folds up like a baby carriage and stacks like a shopping cart
• Makes parallel parking a cinch - the wheels rotate 360 degrees!
• Energy Efficient and almost silent - leverages "green" technologies like solar panels & energy cells
• Equipped with GPS navigation and helpful traffic advice delivered from the Central System
• Software that changes the color of the cabin, sets your preferences & the dashboard look & feel
• Designed in Boston (well, Cambridge!)
• Super cute!!

The potential cons/concerns

• How safe is this thing? Looks like it could be a total death trap amongst Boston's inadequate driving population!
• It's almost silent, which adds to the bullet above; they'll never see or hear you!
• How many City Car rechargeable stacking stations will there be peppered throughout the city? I am always in a rush and convenience is key.
• Will people use it and embrace it or will they opt for famliar taxi, train, foot, or their own car over the City Car?
• How much does a spin cost?

Apparently GM is a believer, and is funding part of the $6 billion/yr R&D budget on MIT projects such as this. I am excited and eager to see the launch of the City Car in Boston, but as you can see, I have some reservations.

What do you think? Feel free to leave your comment here!

[Images and content via]

Greg Giegucz, Artist

This weekend, while visiting Mike's family in upstate New York, I had the pleasure to finally meet one of Mike's best friends from childhood, Greg Giegucz. Currently living in New Orleans, Greg is a gifted multi-media artist and an absolutely amazing individual. We have had the above piece titled "Cash" in our loft apartment in the South End for a couple years now; it captures the attention and the hearts of everyone who enters. It is truly a spectacular piece of artwork, crafted from pen and ink on paper, that's also proudly perched on the walls of Sun Studio, "The Birthplace of Rock N' Roll" in Memphis Tennessee. Here's a great quote from Greg that embraces his work (from his bio on his Web site):

My work is a personal journal of illustrated characters and symbols guided by memory and intuition. These signs depict monsters, machines, nature, and different notions of home and self-reflection. Like roots growing from a tree, my pictures evolve and branch from one another.  Their energy captures the muted inner path of the human spirit. I embrace life's coincidences and the endless overlapping of metaphors embedded in reality. The French poet Antoin Artaud (1896-1946) once said "Art is not the imitation of life, but life is the imitation of a transcendent principal with which art can put us back in communication."

I encourage you to check out Greg's portfolio. If you are interested in a particular piece, please email Greg here.

Guest Review: Mooo Restaurant

A friend and colleague of mine surprised me this morning by shooting me an email with a very detailed review of Mooo restaurant, a new modern and upscale steak house hot spot. The place has some pretty big shoes to fill, occupying the former location of The Federalist (which was spectacular, though the name even screams ostentatiousness!) at the XV Beacon Hotel. So I figured I'd post it here; I love the idea of having guest reviewers on TheDish, as it offers a refreshing change to my writing style and my taste in dining. So, without further ado, let's see how Mooo measures-up, from the mind and palate of Mike Profit (damn he has a good name, eh?!):

Mooo
15 Beacon St
Boston
Website
Reservations

By Mike Profit

I'm not a steak house guy normally. Too in your face and frankly I can source excellent meat and cook it exactly the way I like at home for a fraction of the cost.  However, I was pleasantly surprised by Moo. Slick interior with attractive front of house staff. Table was ready on time and bar staff was fine.  We had an excellent waiter; very low key, but knew the menu and gave recommendations. We were at no times rushed despite a clearly busy evening. Busboys were attentive and we always had glasses filled with water.  One of our party is a foodie too with her own wine cellar, so she selected an excellent 2005 Dauvissat Les Forest Chablis, and my personal fav, a 2004 Marquis Philips Shiraz from Australia. With 27 pages of wine to choose from you'll find something you'll like, if not afford!

We mostly skipped the apps (although a couple of people had the endive salad). The Roquefort was an excellent foil to the bitter endive.  Two girls in the party did the wise thing and ordered an appetizer as their main course and shared the sides. One chose the beef carpacio and it was a whole plate of excellent hand cut wafer thin carpacio. I had the beef wellington, with spinach, duxxelles and fois gras ($44).  I am often wary of ordering a wellington at a restaurant because I've had them dry and flavorless. However this was cooked to perfection (medium rare) and served beautifully. Very rich and decadent. I did steal some of Dave's bone marrow butter (simply because I'm a marrow fiend, ever since I read From Nose To Tail Eating by Fergus Henderson (a British visionary chef) which was unctuous and heady with it's richness.

Of course being a steak house, they **** you over with their pricing structure. You order your slab of meat and then you have to choose your side (priced between $9 and $17) and sauce (an extra $2-3). The waiter explained that the sides would serve between 2 and 4 depending (which was a bit annoying, because we didn't know what would serve who). So in the end we over ordered and got: Truffled cauliflower (fantastic cauliflower in a cream sauce with shaved black truffles), creamed spinach (fine - it's creamed spinach!), wild mushrooms (these actually were mostly wild which was encouraging - I'm a big mushroom fan too and thoroughly enjoyed these), potato skins with aged gruyere and bacon (feeds the inner sports fan within you), and a mushroom risotto with Madeira (can't go wrong with a good risotto!). We only managed to eat about half the accompaniments, which was a shame.

We skipped desert (we were on expenses after all!).

Overall, it was an excellent meal. Lots of beautiful people (somewhat sullied by our presence), but we received excellent service, very competent food and a thoroughly pleasant location.  I will go again, when I don't have to pick up the tab ;-)

Great review Mike, and I look forward to giving Mooo a try some time. If you are interested in writing a review on TheDish, please email me!

[Image Via]

Chel Bella March Madness Sale This Saturday, March 8th

The forecast for Saturday is rain, and its therefore the perfect day to go shopping! If you are around, I suggest you head down to Chel Bella, my friend Chelsea's boutique in picturesque Hingham, for her March Madness Sale! I have been before, and it rocks! Here's the deets:

March Madness Sale
Saturday, March 8th!

10am-2pm 50% Off
2pm-6pm  75% Off

Sale includes any remaining winter merchandise, select Spring and Summer merchandise, lots of denim, cords, and shoes!

Also come check out new deliveries from Ella Moss, Marc Jacobs, Shoshanna, Three Dot, Beth Bowley, Free People, Citizens, Sevens, Red Engine and more!

Chel Bella
66 South Street       
Hingham, MA
781 749 1219
http://chelbella.com/