A big thanks to Jose and Michael from the Larks

Caden had Jose and Michael to his school today (For his "Me" day. They made Caden feel really special.

Then tonight at the game, Jose and the rest of the Larks had Carsen and Caden out on the field between the games. They really felt special!

Thanks Jose, Michael and the Larks!

Worthless Warranty

2 years ago Jen and purchased a new Serta Mattress. We spent more than $1,000 on this high end mattress and spent a lot of time making sure it was comfortable.

Well recently it became obvious that it is failing. If one of us lays in the middle of the bed, we are 6 inches higher than the other person!

I called the company (Serta) and they told me to talk the place we purchased it. So I did (Took the pictures in) Here is the definition of a bad mattress.

You must lay a level across the bed without any pressure. Then take a ruler and measure the deflection (Again without any pressure) and if it is more than 1 3/4 inches it is declared bad. The store where I purchased the mattress said they have never had a mattress qualify for an exchange. This mattress has a 10 year (Worthless) warranty and we are only 20% of the way through!

Notice that the level is not even close to level and look at the end of the level and notice the gap.

Then also note that they are suggesting that the deflection is only without pressure. Last I checked I sleep with my body pressing down on the mattress!

Thanks Serta. I will be agressively trying to get resolution. I will let you know how it goes.

Expectations

Do you set them?

Really it is all around us every day and many times when we have failed it is due to us not setting the proper expectations. Give time lines, set proper monetary expectations and define quality.

We need to do this for customers, family and coworkers. Look back on when somebody failed you and you may find it was not lack of willingness, rather they did not set your expectations correctly and what they delivered compared to your expectations was not in alignment.

I finally figured out who took a bite out of the Apple on the back of my iPad

Or at least now I have an idea? I had a dream last night that my Android and my Apple got in a fight. The Android took a bite out of the Apple. Then Microsoft Exchange got mad at both of its children and spammed them until they hugged.

Something has to be wrong with me when my dreams start centering around my electronic devices.

Then, just like Freddy Kruger movies I wake up and start to wonder if it was real? Yep, there is a bite out of the Apple, the Android seems to have moved a bit and when I go to write down this entry the Windows PC is requiring a reboot. (I am on to you Exchange!)

And right then I realized (After not cleaning out email for 5 days) there really was a Nightmare In My email!

Customer Service is in the details?

Recently I had a problem with one of my many electronic devices. I took it back to the place I purchased it and they had to send it in. A month and a half later I went in to see if it was back. Nothing. The next day it was suddenly back.

They did give me a loaner and the staff took great care of me. But there were a couple of things that should have gone much better.

1. Call me and check in when it became many weeks.
2. Give me the details on what the process is.
3. Know what accessories I dropped off and make sure I get them back.

They did take care of me, it was just a painful process