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Don?t pretend you care ? or a customer may call your bluff.? Let me illustrate.
I recently booked a reservation at a spendy and apparently well-regarded hotel, located in a major American city and boasting a complete concierge staff. In other words, a hotel that should be up to any challenge a guest could throw at it.
I had no plans to throw any particular challenges their way. But then I received a pre-arrival email from the GM inviting incoming guests to ?write back to me with any requests you may have ? even attach a photo of something special to you that you?d like us to provide on your visit.?
I thought this was lovely ? fantastic, really.? And? I replied with a simple?simple!?request.
Nobody answered.
I tried again.? Again, not a word.
On my third try, I got a reply (this is now well into the second day of effort on my part).
?No, we do not carry that? was the single, less-than-a-sentence reply.
======
Fine.? I don?t mind brown-bagging it, but why pretend otherwise?
When you?re in business and you claim to care/to be willing to go the extra mile/to customize,? you?d better mean it.? Or you?re shooting yourself in the foot, Maxwell Smart.
?
? 2012 Micah Solomon, author of?High-Tech, High-Touch Customer Service
Micah Solomon, author of ?High-Tech, High-Touch Customer Service?,?is the customer service strategist and business keynote speaker termed by the?Financial Post??a new guru of customer service excellence.? Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture ? and how they fit into today?s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling ?Exceptional Service, Exceptional Profit?.
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?Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology.? ?Steve Wozniak, Apple co-founder
See Micah in action ? including video and free resources ? at http://www.micahsolomon.com. Or, click here for your own free chapter? of Micah?s new book,? High-Tech, High-Touch Customer Service (AMACOM Books) and Micah?s #1 bestseller, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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See that little box next to those huge speakers? That's Aperion Audio's ticket to what's reportedly a no-compromise approach to wireless home theater. The Intimus 4T Summit Wireless is billed as the only system of its kind to transmit uncompressed 24-bit, 96KHz audio to its 5.1- or 7.1-channel speaker array without having to string wires across the living room. There's no interference and no more than 5ms of lag, even when that wunderkind box is processing Dolby TrueHD or DTS-HD Master Audio. Aperion is still touting an easy setup that can create a sweet spot in awkward spaces. If you like the idea, the only real catches are the $2,999 and $3,499 prices for the respective 5.1- and 7.1-channel systems -- although the outlay may be worthwhile to cut the clutter without sacrificing the finer details of Blu-ray movie soundtracks.
Difficult to diagnose cases of infectious endocarditis solved with SPECT/CT imaging agentPublic release date: 1-Aug-2012 [ | E-mail | Share ]
Contact: Susan Martonik smartonik@snmmi.org 703-652-6773 Society of Nuclear Medicine
When combined with standard diagnostic tests, functional imaging procedures have been shown to reduce the rate of misdiagnosed cases of infectious endocarditis. According to new research published in the August issue of The Journal of Nuclear Medicine, single photon emission computed tomography (SPECT)/computed tomography (CT) with 99mTc-hexamethylpropleneamine oxime-labeled white blood cells (99mTc-HMPAO-WBC) can improve the diagnosis of infectious endocarditis in hard-to-diagnose cases.
Infectious endocarditis is an infection of the lining of the heart chambers and heart valves that is caused by bacteria, fungi or other infectious substances. It affects 2-4 people per 100,000 each year, with 25-50 percent of the cases occurring in patients older than 60 years. Mortality from infectious endocarditis remains high when this condition is undiagnosed and, therefore, not adequately treated.
The diagnosis of infectious endocarditis is becoming progressively more challenging in the past years because of a variety of factors: the indiscriminate use of antimicrobial agents in some clinical settings, the increased number of individuals with predisposing or underlying conditions (i.e., frail and elderly, immune-suppressed persons), and the increasing number of interventional cardiovascular procedures and placement of valve prostheses, intravascular devices and cardiac devices.
"SPECT/CT with 99mT-HMPAO-WBC is a nuclear medicine technique currently used for the management of patients with infection; its application in infectious endocarditis has been restricted to few reports," said Paola A. Erba, MD, lead author of the study. "With this work we aimed to open new perspective for the application of this technique."
Researchers conducted 99mTc-HMPAO-WBC SPECT/CT scans on 131 consecutive patients with suspected infectious endocarditis. Patients with permanent cardiac devices were excluded from the research as the devices might have introduced the infection. Results from the scans were compared to diagnostic tests for standard infectious endocarditistransthoracic or transesophageal echocardiography, blood cultures and the modified Duke Endocarditis Service criteria, which are recommended for classification.
Of the 131 patients, 97 were found to have uptake indicating infection. The 99mTc-HMPAO-WBC SPECT/CT scan was true-positive in 46 of 51 patients and false negative in 5 of 51 cases (90 percent sensitivity, 94 percent negative predictive value and 100 percent specificity and positive predictor value). In addition, septic embolism was detected in 41 percent of the patients.
"When the results of the 99mTc-HMPAO-WBC SPECT/CT scan were associated with either positive echocardiography or a positive blood culture, no cases of infectious endocarditis went undiagnosed," noted Erba. "This demonstrates the added value that 99mTc-HMPAO-WBC SPECT/CT scans can provide to assist physicians in their diagnosis and treatment decisions. Cardiologists and infectivologists dealing with infectious endocarditis should consider using 99mT-HMPAO-WBC when they are facing difficult situation."
###
Authors of the article "Added Value of 99mTc-HMPAO-Labeled Leukocyte SPECT/CT in Characterization and Management of Patients with Infectious Endocarditis" include Paola A. Erba, Elena Lazzeri, Martina Sollini and Giuliano Mariani, Regional Center of Nuclear Medicine, University of Pisa Medical School, Pisa, Italy; Umberto Conti, Laboratory of Echocardiography, Cardiology Unit, Azienda Ospaedaliero-Universitaria Pisana, Pisa, Italy; Roberta Doria, Carlo Tascini and Francesco Menichetti, Infectious Disease Department, Azienda Ospaedaliero-Universitaria Pisana, Pisa, Italy; Salvatore M. De Tommasi, Cardiology Department, Azienda Ospaedaliero-Universitaria Pisana, Pisa, Italy; Francesco Bandera, Cardiovascular Department "E Malan," IRCCS Policlinico San Donato Milanese, Milan, Italy; A.J.O. Dierckx, Nuclear Medicine and Molecular Imaging Department, University Medical Center Groningen, The Netherlands; and Alberto Signore, Nuclear Medicine and Molecular Imaging Department, University Medical Center Groningen, The Netherlands and Nuclear Medicine Unit, S. Andrea Hospital, University of Rome, Rome, Italy.
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AAAS and EurekAlert! are not responsible for the accuracy of news releases posted to EurekAlert! by contributing institutions or for the use of any information through the EurekAlert! system.
Difficult to diagnose cases of infectious endocarditis solved with SPECT/CT imaging agentPublic release date: 1-Aug-2012 [ | E-mail | Share ]
Contact: Susan Martonik smartonik@snmmi.org 703-652-6773 Society of Nuclear Medicine
When combined with standard diagnostic tests, functional imaging procedures have been shown to reduce the rate of misdiagnosed cases of infectious endocarditis. According to new research published in the August issue of The Journal of Nuclear Medicine, single photon emission computed tomography (SPECT)/computed tomography (CT) with 99mTc-hexamethylpropleneamine oxime-labeled white blood cells (99mTc-HMPAO-WBC) can improve the diagnosis of infectious endocarditis in hard-to-diagnose cases.
Infectious endocarditis is an infection of the lining of the heart chambers and heart valves that is caused by bacteria, fungi or other infectious substances. It affects 2-4 people per 100,000 each year, with 25-50 percent of the cases occurring in patients older than 60 years. Mortality from infectious endocarditis remains high when this condition is undiagnosed and, therefore, not adequately treated.
The diagnosis of infectious endocarditis is becoming progressively more challenging in the past years because of a variety of factors: the indiscriminate use of antimicrobial agents in some clinical settings, the increased number of individuals with predisposing or underlying conditions (i.e., frail and elderly, immune-suppressed persons), and the increasing number of interventional cardiovascular procedures and placement of valve prostheses, intravascular devices and cardiac devices.
"SPECT/CT with 99mT-HMPAO-WBC is a nuclear medicine technique currently used for the management of patients with infection; its application in infectious endocarditis has been restricted to few reports," said Paola A. Erba, MD, lead author of the study. "With this work we aimed to open new perspective for the application of this technique."
Researchers conducted 99mTc-HMPAO-WBC SPECT/CT scans on 131 consecutive patients with suspected infectious endocarditis. Patients with permanent cardiac devices were excluded from the research as the devices might have introduced the infection. Results from the scans were compared to diagnostic tests for standard infectious endocarditistransthoracic or transesophageal echocardiography, blood cultures and the modified Duke Endocarditis Service criteria, which are recommended for classification.
Of the 131 patients, 97 were found to have uptake indicating infection. The 99mTc-HMPAO-WBC SPECT/CT scan was true-positive in 46 of 51 patients and false negative in 5 of 51 cases (90 percent sensitivity, 94 percent negative predictive value and 100 percent specificity and positive predictor value). In addition, septic embolism was detected in 41 percent of the patients.
"When the results of the 99mTc-HMPAO-WBC SPECT/CT scan were associated with either positive echocardiography or a positive blood culture, no cases of infectious endocarditis went undiagnosed," noted Erba. "This demonstrates the added value that 99mTc-HMPAO-WBC SPECT/CT scans can provide to assist physicians in their diagnosis and treatment decisions. Cardiologists and infectivologists dealing with infectious endocarditis should consider using 99mT-HMPAO-WBC when they are facing difficult situation."
###
Authors of the article "Added Value of 99mTc-HMPAO-Labeled Leukocyte SPECT/CT in Characterization and Management of Patients with Infectious Endocarditis" include Paola A. Erba, Elena Lazzeri, Martina Sollini and Giuliano Mariani, Regional Center of Nuclear Medicine, University of Pisa Medical School, Pisa, Italy; Umberto Conti, Laboratory of Echocardiography, Cardiology Unit, Azienda Ospaedaliero-Universitaria Pisana, Pisa, Italy; Roberta Doria, Carlo Tascini and Francesco Menichetti, Infectious Disease Department, Azienda Ospaedaliero-Universitaria Pisana, Pisa, Italy; Salvatore M. De Tommasi, Cardiology Department, Azienda Ospaedaliero-Universitaria Pisana, Pisa, Italy; Francesco Bandera, Cardiovascular Department "E Malan," IRCCS Policlinico San Donato Milanese, Milan, Italy; A.J.O. Dierckx, Nuclear Medicine and Molecular Imaging Department, University Medical Center Groningen, The Netherlands; and Alberto Signore, Nuclear Medicine and Molecular Imaging Department, University Medical Center Groningen, The Netherlands and Nuclear Medicine Unit, S. Andrea Hospital, University of Rome, Rome, Italy.
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?
AAAS and EurekAlert! are not responsible for the accuracy of news releases posted to EurekAlert! by contributing institutions or for the use of any information through the EurekAlert! system.
We grocery shop on a weekly basis and usually remember our grocery list. Sometimes I end up at the store without a list though. I like to think it happens to everyone. But maybe it has something to do with the way I have to covertly sneak out of the house to avoid a toddler melt down. W plus grocery store does not equal an experience I would wish upon anyone! So I have to be sneaky or quick.
Quick is when I usually run into problems. But even when show up completely unprepared, there are a few staples that we always pick up. If you check our refrigerator at any given moment, you?re likely to spot some of our favorite fridge foods. If they aren?t there, then someone is making a mid-week run to the store the next day!
Wow, that makes it sound like we have some dependency issues. It?s a good thing we have a little local grocery store within walking distance!
Suspect #1: Chocolate Mousse
Before I got pregnant with W, I wasn?t much of a chocolate fan. During my pregnancy, I noticed that I craved it a bit more than normal. After he was born, it seemed like I wanted chocolate at least a few times I week. While that might not shock many of my mom friends who adore chocolate, it was completely different for me.
Chocolate Mousse is the way I handle my chocolate cravings. I love the texture and it?s just enough sweet to get me through. When I run out of these, it?s a bummer. But I will admit that I don?t have to go running out of the house to get more. While chocolate mousse is always on our grocery list, I usually have enough willpower to wait until the next shopping trip to buy more.
Or maybe I just snuck a piece of candy of the Father?s Day card W and I made for J. Maybe?
Suspect #2: Iced Tea
Does this count as a favorite fridge food? Even though it?s actually a drink, it?s a definitely favorite in our refrigerator. Since I gave up drinking diet soda, I have replaced it with iced tea. I brew my own so I don?t run out very often. As soon as the tea bags get low, I add them to the grocery list. I?ll even buy more tea bags if I?m out and I think I might be running low.
Hey, there are worse drinks to be addicted to, right?
Plus, W enjoys a cup of unsweetened iced tea so I have to share! Iced tea is a Texas thing, right? And he?s a native so I?m just trying to raise him right! Go ahead and laugh, I know I am. I?m not sure drinking iced tea will have an impact on his success later in life but maybe!
Suspect #3: Coke Zero
This is J?s drink of choice. It?s also the one that will send him on a soda run if he runs out. The man cannot be without his Coke Zero. Even if it?s Friday and we?re going to the store on Saturday. If he?s out of soda, he is making a trip to the grocery store or gas station near our house.
It?s definitely his favorite fridge food. It?s the one item he puts on the grocery list every single week. Even if he adds nothing else to the list, he puts his soda on there. Who needs food when you have soda? And yes, I just mentioned above how I gave up drinking diet soda. ?I did that alone. But J has definitely cut down on how much he drinks.
If I had to pick a number one, must-have product that you can always find in our refrigerator, it would be J?s soda for sure.
Quick Trips to the Refrigerator
My mom and I are definitely evening snackers so we make a number of trips to the refrigerator after dinner. Sometimes it?s to get a drink and other times it?s to choose an evening snack.
For those quick trips to the fridge, the Door-in-Door is a magnetically sealed section of the refrigerator that allows you to access the door bin without opening the entire refrigerator. Due to the Door-In-Door feature, less cool air escapes when the easy access compartment is opened, keeping cold air in the rest of the fridge, where it matters most. Whether it?s a refreshing drink, condiments or a healthy snack, the Door-in-Door is the ideal space for quick access to your family?s go-to foods such as canned or bottled drinks, salad dressings and condiments. Learn More Here.
I would love to be able to have all of our favorite fridge foods and drinks easily?accessible. Drinks would be great to have right on hand in the door! Of course, they might have to battle it out for the coveted space! Iced tea versus soda! Who would win? Food fight!
LG Food Fight
LG has created an online contest to see which favorite fridge food will win the coveted space!??Food Fight? showcases the?battle between some of the most common fridge foods ? diet soda, mustard, juice boxes, and yogurt. You can cast your vote for your favorite fridge food.
Which food do you think I voted for? Did I go J?s way and show support for diet soda or branch out on my own? Is this the type of secret a wife should keep from her husband?
Which food would you vote for to win the coveted Door-in-Door spot? Check out the humorous bio videos for each food and then you can participate and vote HERE or on the LG Facebook page!
Does your family have any favorite fridge foods?
Disclosure: Compensation was provided by LG via Glam Media.? The opinions expressed herein are those of the author and are not indicative of the opinions or positions of LG.
Micah Solomon, author of ?High-Tech, High-Touch Customer Service?,?is the customer service strategist and business keynote speaker termed by the?Financial Post??a new guru of customer service excellence.? Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture ? and how they fit into today?s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling ?Exceptional Service, Exceptional Profit?.
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Public release date: 1-Aug-2012
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