I carry an Amex Platinum card for several reasons not the least of which is free access to several airline clubs (I wish there were more included but as you will read below the Delta Sky Lounge access is was a great thing for me this week). I also use the Platinum card for reservations in hard to get-in restaurants as they have a few tables every day and night in all the top places.

Amex Platinum also offers 2 for 1 business or first class tickets if purchased on the card – no other discount applies but still it can be a very good value. So it’s worth the high yearly fee since I get a lot of use out of it.

On Monday I was at LaGuardia and as I went through security the TSA agents asked to look through my bag. This was the second time in my last two flights. Last time they said it was random. This time they saw something which turned out to be a cigar lighter that I had forgotten was in the bag (and I have been looking all over my house for it – I just knew it would turn up). My Dad gave me that lighter and it has a lot of sentimental value to me as well as the fact that it works really well.

When something like this happens normally TSA takes it and it goes into the great abyss never to be seen again. This has happened with a cigar cutter I had (right after 9/11) in my luggage that was confiscated. (Apparently a then overzealous TSA agent felt I could pressure the pilot or flight attendant to put their finger through the cigar cutting hole and I would then threaten to cut it off – this policy has changed from what I am told).

So what to do? I remembered the Delta Sky Lounge was right next door so I asked the TSA agent to wait and quickly went into the Delta Sky Lounge to see if could get one of the attendants to come out to pick up the lighter and hold it for me until I returned. I walked in, explained my situation, the lovely attendant Marilyn was ready to help and walked right out, to pick up the lighter from the Agent Eric whom she said she knew. (We forget sometimes that the TSA agents are people with names, families and yes, personalities).

Marilyn came back in smiled and said she had it and would hold it for me and would be there when I returned since she was working that today. She was, I picked it up from her she escorted me out as per the TSA policy. This was a great example of a Delta Sky Club employee representing the brand as well as it can be done. I have had my issues with Delta Airlines http://wp.me/pJX7l-6a but they should be credited with having a class act like Marilyn as a part of their team.

Wish I had taken a photo of her – thanks Marilyn!

My management style is not a yelling one. Maybe a couple of times over the fourteen years I have raised my voice – not to team members. I remember one particular occasion as if it was yesterday but it actually was more than 11 years ago. A merchant with whom we were about to purchase a substantial amount of paper was asking about credit. We had run the business very successfully for several years and took discounts on all of our paper bills (you could look it up as the saying goes).

A then-young representative was giving me a bad time about issuing credit for several hundred thousand dollars worth of paper. At the time we had 5 employees 5 desks and 5 computers on those desks in a small office. After a back and forth discussion he offered ‘Hey, no offense but really you’re just a guy with a desk and a phone’.

I leapt at him through the phone line. I went ballistic. There was, shall we say some colorful language used and I’m not terribly proud to admit that. Over the ensuing years I’ve thought about why it bothered me so much. I took it as a huge insult. I still feel that way to a degree but wonder if what really was bothering me was that he was right! After all, what was I really but a guy with some ideas, some employees, and an approach to doing business that was successful (at least I thought it was).

I’m older now and with a little luck a bit wiser. And I would not react the same way today if I were to be in the same situation (we’ve been meeting with lenders lately so that’s what brought these thoughts to mind).

Today, our team is bigger, consequently the responsibilities to those people is even greater, as is the risk. Correspondingly our responsibilities to our clients are also bigger and wider. But at the root of it all nothing has changed. I am still a guy with a desk and a phone -and a computer, and a PDA and a laptop and a bunch of other things to aid in being more productive. We’re all about new and better ideas and procedures and that is our greatest asset – and I am truly proud of that more than anything else.

Epilogue – a couple of years later the same young representative called me to tell me that he was starting a paper brokerage with an associate. I tried to hold back but just could not do it. ‘Hey Charlie – I guess that means you’re just a guy with a desk and a phone’. Good moment for me.

Sometimes what goes around comes around.

Are you just a guy (or gal) with a desk and a phone?

This can be dangerous if you are having a spat with a friend and he or she ‘broadcasts’ that you are playing hooky or golf bar during the work day (when you were not there) and your boss finds out. The default settings allow this intrusion and you have to go into the application to change this in order to stop it from happening.

Meanwhile the folks at Foursquare whose location based service allows you to check in and send that update to Facebook are trying to figure out if FB is out to have their lunch. Since Foursquare has no revenue model, it would be a light lunch at best. I’ve been checking in and using Foursquare for almost six months thinking that they would figure something out but it’s taking far too long. The message I am getting from most of my friends on my check-ins is – why?

So in my view neither Facebook nor Foursquare accomplished much last week. But couponing site Groupon (www.groupon.com) had a GREAT week (see the article in Forbes) http://tcrn.ch/bLhcxt . Groupon launched its first nationwide deal – at $ 25.00 off discount on a $ 50.00 purchase at Gap. It became so popular so fast that it actually crashed Groupon’s servers for a time. In total it looks like more than 400,000 coupons will be sold (Figure more than $ 11,000,000 in total). Groupon won’t disclose the specifics of the deal regarding profit margins. Since Gap offered such a steep discount I’m not completely certain what they accomplished besides some pretty expensive brand buzz.

Groupon’s ‘deal of the day’ is gaining momentum and the company is actually making money (yes they have a revenue model – how about that?!). From Wikipedia – The company offers one “Groupon” per day in each of the markets it serves. The Groupon works as an assurance contract using ThePoint’s platform: if a certain number of people sign up for the offer, then the deal becomes available to all, if the predetermined minimum is not met, no one gets the deal that day. This reduces risk for retailers, who can treat the coupons as quantity discounts as well as sales promotion tools. Groupon makes money by getting a cut of the deal from the retailers. There are certain businesses that Groupon will not offer its services to, including shooting ranges, abortion clinics, plastic surgeons and strip clubs.

There are other couponing sites – Thrillist, Woot, Living Social, MyCityDeal, but Groupon is the current first round leader.

So while Facebook frets about the new movie (Social Network,)coming out that has less than flattering portrayals of Marc Zuckerberg and the team that got it started, Foursquare continues to try to figure out how it could actually make some money, Groupon is coming on strong and I think they may have one of the strongest new revenue models out there.

Are you going to give Groupon a try?

We took a trip this week to visit two more universities – two large public institutions – our daughter wants the whole college experience complete with big time athletics (to attend not to play), academic programs and diversity in the student body, and of course a vibrant social life.

The seemingly endless amount of college rating books offer a fun and interesting read. But I came to realize that the marketing of those colleges only begins with those books. Should a student show interest (and even if they don’t) the never-ending parade of literature sent via the USPS (it may be keeping the USPS in business – at least for now) is truly impressive.

Colleges and universities have definitive brand identities. And yet the marketing of these institutions displays the very essence of direct marketing. What could be a more personal and one-to-one decision than deciding where to spend 4 years (or 5 or 6 as it is these days) of one’s life. Not to mention as much as $ 200,000 at the top end for those that can afford it!

Statistics offered by colleges and universities play a big role. SAT/ACT scores, GPA, % of incoming freshman accepted vs. total applications, – this creates cachet and excitement, as well as angst and heartache. Our daughter now has her heart set on a school that might be considered a reach – she claims she will be mortified if she does not get in. The performance of athletic teams, as well as top line artists coming to perform at the school creates buzz and excitement – all adding to its brand identity.

The experience of visiting the school, taking the tour and experiencing the campus is invigorating and always makes me (and my wife) wish we could go back to those carefree days of college (which somehow did not seem so carefree when we were there). Like my Dad still says – ‘education is often wasted on the young’.

Years after graduation the alumni are encouraged to remain a part of the family (and donate a building if you can please – or whatever you can) and thus the brand relationship continues. Word of mouth marketing comes into play aiding the brand positioning with alumni waxing poetically about their days on campus and all the great things that were experienced.

How often do you reminisce about those college days? Are you helping advance your alma mater’s brand?

Back in the 1950’s before the credit card era, layaway or installment plans became popular. It enabled consumers to assure they could purchase that special gift for someone they cared about – or even for themselves.

The 2008-2010 (yes isn’t it almost three years now?) recession has brought back layaway plans as consumer credit has tightened and consumers take pains to manage their finances to a greater degree. Traditionally from the banking sector these plans have common themes – low interest and often many restrictions. Store layaways were a little more flexible although they too offer little or no interest and of course they are far from portable.

I’ve never thought much of layaway or Christmas club plans due to the drawbacks and limitations noted above. They may seem like a good idea but I liken them to getting money back on your taxes which makes you happy until you realize that you’ve given the government a tax-free loan. The best tax return is a net zero as far as I am concerned.

Yet at the same time I a champion for responsible consumer spending and the recent past has shown that Americans in particular liked to spend money they did not have. Layaway plans at least address this concern and with the economy still in need of a shot in the arm of consumer spending, the idea of setting aside funds for the holidays could be a way for this coming holiday season to be just a bit brighter for retailers – and consumers alike.

Each year I go off with a bunch of guys on an annual trip for a few days to Myrtle Beach, SC to play golf and have fun. For the past few years we’ve arranged for our credit cards to be debited a set amount each month over 9 months such that when the always eagerly anticipated trip comes about – it’s already paid for. It’s worked well for all of us and while I am not suggesting I am going to do this for this coming holiday season I do understand the value of taking time to pay something down BEFORE the event. There’s something great about heading to the airport for our annual trip knowing that all is paid for except dinner. Yes there’s a refund policy and cancellation date (pretty close to the event date) so if something were to happen I could get out with all of my ‘investment’ – not true of some layaway plans.

How about you – would you consider a layaway or installment plan for the holidays or anything else?

It seemed like a good way for me to keep up with the email onslaught so I slid my credit card in the slot and pretty easily went through the procedure. I was a bit surprised the find out that the cost was $ 12.95 for the entire flight. In checking the prices after the fact it seems they are somewhat inconsistent in that some airlines are as much as $ 15 and others just under $ 10.

In looking around I appeared to be the only one who was availing himself of the service. Once I logged on I found that gogo offers spotty service – sometimes the speed was reminiscent of dial-up modem service. Without a doubt it was never as fast as cable or DSL service but there’s no mention of that on the sign-up page.

Despite the sometimes glacial pace of the service, gogo in flight internet was useful as I was able to get a good amount of work accomplished in what normally would have been time spent reading (I did a lot of that as well given this was a 5 hour flight) or watching in flight television. Given that I spent about 2 hours working $ 6.50/hour seemed more than a little steep to me.

On the gogo site I now come to find out that I could have pre-bought (what is it about airlines with the paying before thing?) the flight for $ 11.00. Of course that was not offered to me during sign-up ON the flight itself. I can also buy a gogo 30 day pass for $ 29.95. I would have been extremely agitated had I chosen that option only to find out that the service is not offered on all Virgin America flights.

I now also know that I can buy a gogo 6 pack for $ 49.95 which is better deal but this is a limited time offer. Why I have no idea. Gogo also offers flights up to 1.5 hours for $ 4.95. Given that it takes about 20 minutes before you can turn your laptop on after takeoff and you have to turn off electronics 10 minutes before the plane lands that leaves about an hour for $ 4.95. A deal for 1.5-3 hours for $ 9.95 is hardly a much better deal.

Anytime a new technology emerges there are bugs that need to be worked out and early adopters often get treated the worst (I can speak from experience with my original Kindle and Blackberry Storm).

I will use the service again on a future flight and hope to find improvements in the gogo service (or whatever service is offered). Having internet access on flights is a great thing overall although I did not try (but thought about it) Skype to see if I could make a call while flying at 35,000 feet.

How about you – would you use in flight internet service? Or is the air your respite from constant communication?

In claiming that he had been thinking about doing something like this for 20 years Mr. Slater did not do anything that many people think about from time to time. The difference is most people (thank fully) don’t act on it. Jet Blue’s brand has to take a bit of a hit here and they’ve worked hard to repair the damage done several years ago when a Jet Blue plane sat on a tarmac for umpteen hours leading to regulations being put in place in the form of a passenger bill of rights. I guess that did not cover crazy flight attendants (they took a hit here too by association).

I’ve been reading about people that are applauding Mr. Slater’s actions as representative of how they feel deep down inside. The ‘I’m mad as hell and not going to take it anymore’ angle. C’mon people – really? Mr. Slater is nothing more than the idiot that runs onto the baseball field during a game and is tackled by security guards and taken off to jail. For more than 20 years television coverage will not show an idiot running onto the field so as to not encourage this kind of behavior.

So the T.V. movie is no doubt being put into creative production and the scene in which Mr. Slater grabs a couple of beers and heads down the slide, (deployment of the emergency slide that thankfully did not hurt anyone on the ground when launched unexpectedly) will I assume be the highlight.

Maybe Mr. Slater will get a shot on a reality show. And appearances on Letterman, Leno and wherever else would seemingly be in the cards. But I truly hope this guy gets ignored and goes back into the hole from which he came. Will other flight attendants or disgruntled workers try to outdo this kind of stunt in some way? Count on it.

Steve Slater is no working man or woman’s hero. He’s just a moron that had a bad day and made a big scene. He should have 15 seconds not 15 minutes.

Maybe you don’t feel that way?

Yet at its core, the prospect of people cutting spending on things like apparel and inessential big purchases – like automobiles and giant flat screen televisions, should not be seen as a bad thing. Weren’t we told that Americans HAD to increase their savings rate? That rate is now up to 6.4% from the latest report about three times greater than 2 years ago. An article in today’s NY Times highlights the challenges of retailers and the economy in general – http://nyti.ms/9ylhPl

Economists never agree but there does seem to be consensus that consumer spending which represents 70% of the American economy has to move forward in order to enable a real recovery to take place. Since retail sales were so bad a year ago, John Long, a retail strategist at Kurt Salmon Associates noted “that should have made this July’s comp a layup”.

An article in the Wall Street Journal earlier this week http://bit.ly/ayAGVe noted that sales of technology and electronics are bright spots but those sales appear to be coming at the expense of items like clothing and appliances.

I cannot for a moment imagine that returning to the ways of the recent past – profligate spending and people spending money they did not have in the first place – will result in economic salvation.

We run a marketing agency and our primary focus is helping our clients gain and retain customers. Consequently consumer (and business for that matter) spending is critical to our mutual success. However I am not disappointed that Americans are being more careful about how much they are spending while at the same time increasing their savings.

The big problem for businesses like ours is getting banks to loosen up their purse strings and actually lend money for expansion and growth for small businesses. But if a return to spending money one does not really have is the answer we are in a lot more trouble than I ever could have imagined.

Agree? Disagree?

McIlhenny, which grows its peppers all over the western hemisphere (apparently they are all handpicked); sells six flavors of Tabasco, but none come close the numbers of its bestseller, the original red. International business comprises 40% of the company’s overall sales. I can’t think of another brand that would be found in so many homes around the United States – and perhaps outside the U.S. as well – can you?

Everyone seems to have a bottle of Tabasco somewhere in the spice cabinet or refrigerator. Many of us have no idea as to the actual age of that bottle. (Can Tabasco go bad? Has that ever happened to anyone?) I have a number of women friends that carry a small bottle of Tabasco around in their purse.
Tabasco even has a relationship with a franchise style marketing (but not a franchise business yet it has a buy in of slightly under $ 15K) company http://specmarksystems.com/ that allows you to re-sell Tabasco brand product. By the way they claim it’s not a get rich quickly program.

Sold in more than 160 countries and packaged in 22 languages and dialects (at least according to Wikipedia), as many as 720,000 two-ounce (57 ml) bottles of Tabasco are produced daily in Louisiana. The U.S. military has included Tabasco sauce in MRE’s since the 1980’s. I had first-hand evidence of this last summer when I did a two day USMC executive session which included lunching on MRE’s (in case you are interested http://bit.ly/dr7UdL.)

What strikes me more than anything else is that Tabasco only owns about 20%-25% of the market. Is that the market for hot sauces? Quick can you name #2? I am at a loss to come up with any brand that even comes close in this – or for that matter just about any other space.

Got any ideas on other brands that are as ubiquitous as Tabasco?

For years the argument against cable telephone service was that if the cable service went out – so would your phone service. And while all of us at my house had mobile service (spotty service due to where we live), emergency calls might be a problem from a mobile phone (turns out that’s not true).

Last week like many areas in the United States the Northeast was hit by severe thunderstorms and our area on Wednesday in Connecticut in particular. We lost power for nearly 24 hours and many people lost power for much longer than that. But we also lost our home landline phone service at the same time.

Fortunately mobile phones work well enough at our house to be a reliable back up. We have a small generator so we had limited power (no air-conditioning!), and still the phone was out and when we called AT & T told us we would have phone service back after the weekend on Tuesday (tomorrow).

That’s a week without home phone service folks. Since I rarely use the phone at home it was no real hardship for me (come to think of it only my wife really uses the phone at home) or our daughter. Tue result is we are going to dump our AT & T home phone service since the whole reason for keeping it turns out to not be valid.

It’s in keeping with the way telecommunication companies view phone service now with the majority of their focus being (and rightly so) on mobile service. Yet it still amazes me that AT & T could consider a residence without phone service for a week to be acceptable. It’s exceedingly obvious that they’ve given up that ship by their action – or inaction.

Our son has no landline where he lives in Florida – and I doubt he ever will nor will our daughter. People under 30 roll their eyes at the notion of a landline saying – ‘what for?’

So how about you? Do you still have landline phone service at home? Why?