Schnucks kind of thinks I'm a shoplifter...Part 2

I apologize for being tardy for the blogging party on part 2 of the Jager/Schnucks debauchery.

So…I filled out a contact form on the Schnucks website with a link to my blog. The next day a guy from the home office leaves me a voice mail about my situation. I give him my credit card detail with the exact transaction amount so he can verify and send the store a note. I return to the store, they have his email so they remove the security cap. No one ever apologized for my inconvenience. The end.

Here’s the funny thing: I don’t think I would have bought it without the security cap. I thought it was a cool shot glass. Without it, it just looks like a beetle-juice, tiny head bottle.

Why I chose Kindle over iPad

The main reason is because I’m a bookworm and mainly just want to read. I have to say the decision making process and search for information as a consumer, not a marketer was very fun!

I had been one of those old school “I really like real books” people until I went on vacation. Everyone at my resort had either the Kindle or iPad. My intrigue quickly turned into envy. They all loved their device and were eager to show me why. I even found a few people who had both! As I lugged my backpack with my three books through customs and the airport I became more serious in my quest.

Once home I posted on Facebook “Kindle or iPad…discuss” and wow did everyone weigh in! It was hilarious and informative but I was still torn.

I mainly wanted the device for reading…and Kindle was the clear choice. The challenge was that the iPad was so cool and did so many other things for just a few hundred more. iPad lovers insist the Kindle Ap is good enough and not a big deal.

I researched online, read reviews and watched videos.

The decision was made in the East Terminal at Lambert Airport on the way to Vegas. My family (mom, dad, sister, bro-in-law) was standing in a circle at the gate discussing the Kindle. I was annoyed because the book I brought for the flight was a big, hardback book. I was half-way through and it was very likely I would finish on the flight out. So of course, I brought a back-up book for the flight home. Both were heavy in my backpack.

I was trying to explain the Kindle to my dad and all of a sudden a hand holding a Kindle appears in the middle of our circle! A man overheard our conversation and surprised us with a free preview. Amazon would be thrilled to hear his sales pitch and product presentation. He demo’d all the features and sold me on the 3G version right there in the airport.

I’m happy to say that Santa got my letter and my Kindle arrived on Christmas morning. I’m already 73% through my first book! (American Assassin by Vince Flynn, love ALL his books!)

Now as a marketer, reflecting back on the search process it was an interesting combination of the brand websites, SEO for user reviews and blogs, social media for my friends' opinions and ultimately, the most convincing was 'Word of Mouth' from the very happy, loyal and excited brand ambassadors.

Merry Christmas Eve Benton Park

It's hard to argue that having a White Christmas is totally awesome! I took a walk today in Benton Park to have a few moments of appreciation for the snow and for having the day off to appreciate the snow.

There's something about the quiet during a snow...it's more peaceful than a non-snow day. With all the hub-bub of shopping and Christmas music, it's nice to slow down and have a few quiet moments in the park. No schedule. No dogs. No people. No music. Just me and my breath. ahhhhh.

Schnucks thinks I'm a shoplifter...Part 1

So a few weeks ago I bought (key word bought) a bottle of Jagermeister at Schnucks. Now, I don’t drink the Jagermeister so when I saw this bottle I thought it would make a really cool gift since it had this cute zippered coozie thing and a giant shot glass on top. I spent over $150 in groceries that day.

Since January I’ve spent over $700 at Schnucks. I spread my grocery shopping over Trader Joe’s (out where I work), Shop’n Save, Save-A-lot (two blocks from my house) and Vincent’s in Soulard. After this incident, Schnucks may be off the rotation.

I took the bottle to my friend’s house to wish her ‘Happy Birthday!’ And we go to open the bottle and realize the thing I thought was a giant shot glass was really some security measure that should have been removed by the checker before I left the store. Now I feel like a total jack @$$...embarrassed that I didn’t notice it wasn’t a shot glass.

Of course I offer to take the bottle back to Schnucks to get the cap removed. Luckily I went on a Saturday after my yoga class so I was very calm and centered. I take the bottle back to customer service and explain that I bought it as a gift, thought it was a shot glass etc. She asked if I had my receipt. I said no, I don’t save my grocery receipts, I never plan to return food. She said she can’t remove the cap without the receipt.

Now I’m sure that the loss from shoplifting can be significant on a retail store. And clearly the cap is there to deter the stealing. The customer service rep defended the checkers and said they are trained to remove the caps…as if they are 100% perfec t and would never ever miss a bottle. In my mind I’m thinking that 1) she doesn’t believe that I bought this and thinks I’m a shoplifter and 2) she’s not empowered to make a judgment call, even if she did believe me and remove the cap.

What made matters worse, was a typed and laminated card taped next to the customer service window talking about how grateful Schnucks is for their customers, they exist to serve us, blah blah blah. It wasn't an official branded communication from the corporate office. It was typed on a note card, laminated and taped to the window...well-intentioned, but amateur. And I wasn't on the receiving end of that proposed level of customer appreciation.

I figure out that I made the purchase on October 30th and that I spent around $150. She runs the transactions for the day to see how many were approximately that amount. She calls someone and is on the phone for a few minutes. The longer I stand there, the more embarrassed I get.

Finally she comes back and says that IT does not have enough time to run all the detailed receipts. I either need to find the original receipt or bring in my credit card statement and she can find the transaction.

You know that nervous feeling of embarrassment where you feel like you’re going to cry? Well, that’s how I felt. I just bit my tongue and left.

I am confident they will remove the security cap when I bring in my credit card bill with the exact amount. I’m very curious to see if they will apologize for the embarrassment and inconvenience. Stay tuned…

know when to quit

I recently discovered my love of snorkel and my fear of scuba. I went to a Club Med resort for a week of all-inclusive beach fun. I had researched local options for scuba certification but I didn't want to give up two full weekends. It made sense to try it in some of the most beautiful waters in the world.

I went to the first classroom class, passed the first written test and got to the first set of pool skills. As soon as I put my face in the water to breathe through the regulator, it felt so foreign to me, I immediately felt anxiety. I couldn't imagine breathing like that in the deep end of the pool, much less 40 feet below the ocean surface!

I tried to relax and just breathe. The exhale was just to much of an effort and too weird and scarey. I knelt down and performed the skills: filled my mask up with water and cleared it; took my regulator out of my mouth, continued to exhale, then put it back in; and pretended to be out of air, used my buddy's extra regulator and gave the 'thumbs up' sign to go to the surface.

When we stood up I said "I think I need to quit." I had to trust my gut. Scuba just wasn't my thing. Even though it would have been cool to sky dive and get scuba certified in the same year, I was scared and didn't want to do it! So I quit and spent the rest of the week snorkelly and loving it!

I think it was a good lesson to both listen to and trust my gut. Whether it's that little voice that speaks to you as you leave for work that you forgot your lunch or that gut feeling to go for it and pitch that new idea at work, or call that special person and ask them out for a date! Listen to and trust your gut.

Green Pinkie?

Yes, I am growing grass from seed. A few weeks ago I did the “Weed Be Gone” to kill the giant patch of crabgrass that had taken over my backyard. Once the crabgrass was dead I dug it up with one of my Cutco knives. I have to say, digging up the weeds was very therapeutic, a weird metaphor for weeding the negativity in life. And now, growing grass from seed…planting more thoughts of positivity and possibility. Feels good.

BrandManageCamp

Remember going to summer camp as a kid? How it got you away from your regular friends, the same TV shows, the same board games? You spent more time outside, tried things like archery, canoeing, arts and crafts. You made new friends, kept the old, some were silver, the others…gold.

Well, it’s funny, BrandManage Camp had a similar affect but from a marketing perspective. It got me to consider ideas outside the walls of my office, the parameters of my brand, and the idiosyncracies of the MLM industry.

Here are a few of the highlights:

David Meerman Scott, Real-time Marketing and PR
This guy was my favorite. I bought two of his books. It was 100% relevant because of the impact of social media and how easy it is for consumers to get their voices heard…and how easy it is for a brand to ignore their consumers and get thrown under the virtual bus! He suggested you appoint a Chief Real Time Officer, in charge of Now. Love it! Quick example, when Paris Hilton got caught with drugs in Vegas recently, the Wynn hotel followed with a press release banning her from their property (in real time). For the minimal cost of the press release they received over 5,000 hits and press pick ups!

My second favorite fella was Jeffrey Hayzlett, former CMO of Kodak, seen on Celebrity Apprentice. He gave real-life examples of successes and failures from his days at Kodak. He empowered all marketers in the room to ‘cause tension’…as marketers we are here to be change agents. He shared the Kodak value prop statement:

Only Kodak creates emotional technology that makes it easier to make, manage and move images and information so people can strengthen relationships.

Love the higher good, the higher purpose of the brand.

Dr. Neale Martin’s topic was “The Force of Habit: The New World of Consumer Behavior.” Think about it, how many of the items you buy at the grocery store are simply because of habit, not because of brand loyalty. I grew up with Karo syrup on my panny cakes. Mrs. Butterworths may taste better and have a higher percentage of unaided brand awareness blah blah blah. My habit and my choice is Karo.

I love a good marketing conference that gives you new perspectives and re-energizes what could be. Good times.