DURABLE GOODS/HARD GOODS- PLEASE REDEFINE

Wikipedia defines durable goods or hard goods as follows:

In economics, a durable good or a hard good is a good that does not quickly wear out, or more specifically, one that yields utility over time rather than being completely consumed in one use. Items like bricks or jewelry could be considered perfectly durable goods, because they should theoretically never wear out.  Highly durable goods such as refrigerators, cars, or mobile phones usually continue to be useful for three or more years of use, so durable goods are typically characterized by long periods between successive purchases.

Examples of consumer durable goods include cars, household goods (home appliances, consumer electronics, furniture, etc.), sports equipment, and toys.

Nondurable goods or soft goods (consumables) are the opposite of durable goods.  They may be defined either as goods that are immediately consumed in one use or ones that have a lifespan of less than 3 years.

Examples of nondurable goods include fast moving consumer goods such as cosmetics and cleaning products, food, fuel, office supplies, packaging and containers, paper and paper products, personal products, rubber, plastics, textiles, clothing, and footwear.

For some reason, I remember during the 1960’s or so, durable goods were defined as having a life of 10 years or more, not three.

For those of us who were born before the 1980 you may remember when people had appliances that were 10 years old or more.  We replaced them when they broke.  We had TV’s that lasted years and years.  We didn’t have to buy something new because of new technology, because new technology came in decades not in minutes.

I remember when purchasing a TV was a family event, spending hours at Sears.  My father asked so many questions and then more questions but again, my Dad was not a great decision maker.  In addition, even when “they”, being my Mom and Dad decided on something, he always second guessed himself, or has buyers’ remorse.  Going from a black and white TV to color happened for us in the late 60’s, and that was quite a family affair.  TV’s tubes blew and there was actually days we did not have TV to watch, as we had to wait for the repairman to show up or even worse, having to leave the TV in the “shop”.

Obviously, this has nothing to do with my need to have durable goods redefined.

I purchased an Epson printer this year.  It is a Workforce 510, scanner and printer.  I bought it to replace another Epson printer that had a nozzle issue, that was a Workforce 600 series.

As I understand it, these companies make their money selling ink, the printers are disposable.

Less than 3 months later, my Workforce 510 has a nozzle issue.

I printed five photos that came out terrible.  I thought maybe it had to do with some color setting so I spent an hour or so playing around with color settings on Photoshop and the printer.  My friends Dee and Ellen suggested I clean the heads or nozzles, whatever they are.  Crap, why didn’t I think of this?

I do a nozzle check, low and behold; the magenta is not coming out at all.  So I do a head/nozzle clean.  I do this 3 times, still not coming out.  I look through the “help” on my Epson Workforce to see what’s next.  “If cleaning the nozzle three times does not work, change the ink cartridge” (you know the $29.95 cartridge that has 3 drops of ink in it).  I change the cartridge…do the nozzle check print check, the magenta still not coming out.  The next instruction is turn the printer off for 6 hours and try again.  Okay, the magenta is still not coming out.

So where is this nozzle, I have Qtips and I really like to clean, I can clean this nozzle or head.

Last time I had this problem with my Epson Workforce 600 series, I actually called a local Epson Printer Fixer, just to bring the printer in the door and have them look at it was $75.00 and then of course time and parts.  Let me think about this; gas to get there plus the cost to look, I can buy another printer with newer technology for about the same price or just a little more.  I guess I am on the hunt for another printer.

According to the definition of durable goods, a printer is a durable good…  “one that yields utility over time rather than being completely consumed in one use.”  Okay, I agree this printer did yield utility over time.  And...  durable goods are typically characterized by long periods between successive purchases.  

First, I guess we need to define what “their” meaning is of long periods.  I don’t know if you noticed but many definitions or explanations by the government are vague. 

Next, I suggest that we rename Durable Goods to Disposable Goods, this way we do not have any unrealistic expectations that something may last more than 6 months. 

While we’re at it, let’s rename Non-Durable or Consumer goods to “Minute Goods”.

We will, of course,  need to take rubber, plastic, textiles, clothing, and footwear and move them from Non-Durable (Minute Goods) to Durable (Disposable) as we know these items last more than 3 months.  After all, aren’t our landfills just full of plastic?

So here’s the summary; durable to disposable; non- durable to minute; no expectations!
Hey, if you know how to clean a nozzle/head with a Qtip, please let me know.

Have a lovely day!
Lisa Marie

MANI AND PEDI PLEASE AND SOME CUSTOMER SERVICE ALONG WITH

Although many Asian nail salons have a reputation for questionable adherence to health and licensing rules of the state, they do know how to handle customers efficiently.  Communication could be a challenge with the girls in the Asian salons, but they keep appointments and even take walk-ins.

Over the past few years, I have had several interesting experiences with “Caucasian” run nail salons and their lack of customer service.

Since 2005, I was going to a spa in the southeast part of Denver.  I had the same nail technician for about the same time.  Not only did I get my nails and toes done on a regular basis but I also had massages and facials.  In late 2007 I had hand surgery, told my technician why I would not be in for a few weeks. 

So you would think I would get a speedy recovery card…nope; a call…nope…

I returned after my recovery to the same nail technician.

In mid-2008, I tore my meniscus and again surgery, out of pedi commission for 6 weeks, my nail tech knew. Again, no card-no call.

As my friend Deb says, I take a huge amount of unacceptable behavior, so I go back.  In early 2009, I had knee replacement surgery.  Again, my nail tech knew I would not be able to come in for at least 8 weeks…guess what no card or call. 

In January 2010, I had rotator cuff surgery (this surgery story is another blog) again out of commish for 8 weeks.  You guessed it, no card-no call.

I decided not to go back.  As of this day, still no call from the Spa, from either the nail tech, and more important, the owners.

If I was the nail tech or the owners, I would have made it my business to make sure that a card was sent.

If I had a regular client that had not shown up for a month or so, I would pick up the phone and call to find out why.

Now this is interesting.  Around the same time I stopped going to a hairdresser I had gone to for a few years.  After a few months, Willie picked up the phone and asked if I was okay.  I told him I had decided to change it up a bit but I so appreciated his call, he said he understood and said I was welcome back whenever I wanted.  I congratulated him on calling him and running a great business.  Now Willie is a good businessman.

So now, I needed to find another place to get my mani’s and pedi’s.

I tried a Caucasian salon in the new South Glenn Mall.  I loved the environment.  During one of my appointments a lady walked in and announced herself to the nail technician/receptionist, the tech/recep said they did not have her on the schedule and that they were booked.  The client said she made her appointment on-line, the tech/recep said their internet was down and if she didn’t get a confirmation call then she did not have an appointment.  Now, how was the client supposed to know that?  The client walked out…probably never to be seen again.

A few weeks later, I was scheduled for an appointment.  I came in announced myself and two of the girls (nail tech/recep) had this whispering conversation.  I asked what the prob was… and they said I would have to wait 45 minutes.  I said no, I do not and then asked if they overbooked.  Oh no, they did not overbook, they had a large “party” that came in late.  So, I guess this now became my problem. 

So, I walked out.

Do you think if the party arrived late and knowing it was going to throw their whole days schedule off, that they might have asked someone in the party to forego their service?  Or, maybe the nail tech/recep could have taken a few minutes to call the next few people and ask them to come in later or reschedule?

Every time I had been to this nail place, the owner is nowhere to be found.  I do not think she trained her front end very well.

Now I am not a rocket scientist but I know this for sure (Sorry Oprah).  It should would feel better if these front-end girls were trained to say, “we are so sorry for your inconvenience, may we offer you a rain check for a free mani or pedi”.  Isn’t that how you treat customers?  In my experience, your best advertising is word of mouth.

Again, I was on a quest for a mani and pedi.  I went to anew salon.  It was my third appointment.  I walked in prior to my 10 am appointment.  I was offered coffee and I waited, and waited.  Fifteen minutes later they checked on my manicurist (or is it nail technician?) and I was told, they were sorry she is running late (really?) and just cleaning up her station.  Ten minutes later, I walked out.

Oh, I am still waiting for the phone call from the manager or owner to apologize.

I do not go around looking for freebies.  I am more than happy to pay for any services I receive.  And for all intents and purposes, I am a very generous tipper.

So a spa, a nail place, and a salon have been crossed off my list.  Oh, by the way, I will not be recommending them.

Don’t get me wrong, I get running late, shit happens.  But when I see it happening again and again, I must question the management of the establishment.

Maybe they are so busy they don’t need to treat customers well.  One walks out another walks in.

Remember the old AT&T, not the cellular company, the old long distance company.  They did not treat customers the “right” way.  When the long distance business became competitive, with the arrival of MCI, many customers switched to MCI.  (You would have to be in your mid 50’s + to understand this).  Oh, AT&T had to restructure. Although communication could be a challenge with the girls in the Asian salons, they keep appointments and even take walk-ins.

Treating customers’ right is simple, all it takes is common sense…but Maybe It’s Just Me…

Would love to hear from you about this, especially business owners.