Its SO the little things. In a future blog post, Ill be talking about the wonderful experience that is GroundLink. But as I was taking a GrounLink car to JFK this morning, it got me thinking about why I loved them so much And I realized that yet again, its the little things. Heres a list of eight things you can do RIGHT NOW, for little or no cost, that will improve your customer service, get your customers happier than theyve ever been, and get them talking about you to all of their friends!

Know your audience. This is one of the easiest, yet most forgotten things in customer service. Imagine being able to talk to your audience about things that relate directly to them when they walk into your store, or contact you for an order? Its not hard. With the level of sharing were all subjected to on a daily basis, a simple Google alert on your best customers, or a perusal of a Twitter account should give you a basic insight into whats up in their world. Mind you, I said a quick perusal. Theres a fine line between taking an interest, and being the creepy stalker who works at Staples.

7) Being early is a trait of those who excel in customer service. I had a car for 8am this morning. At 7:26am, I get a text that my Groundlink car is on the way, and at 7:39, I get another text that its downstairs waiting for me. 20 minutes early, just chilling. When I get downstairs at 7:50, the car is there, Im calm, relaxed, without that where the hell is he, Im going to miss my flight stress that we get when the time comes and theres no car. Can you do the same? Can you deliver a project before deadline? Can you auto-upgrade shipping for your customers without charging them extra? Zappos doeshellip; Focus on ways to make things happen quicker.

6) Something unexpected. You know what was in my car when I got in this morning? A bottle of water. Simplest thing in the world. They probably buy them in bulk for $5 for 20 bottles. But it was there, and it was available to me, no charge. That little bottle of water made me so happy. I hydrated ,and felt just a little bit better when I arrived at JFK. Good luck getting a bottle of water in a taxi. What little things can you do? I bought a Keurig machine for my office/apartment, and some funky flavored coffees. People actually ask to have meetings at my apartment because they never know what kind of cool coffee theyre going to get. I once knew a CEO who went to Africa each year to bring back 30 pounds of a specific type of coffee bean, but he never told anyone where they could get it. His reasoning? Maybe they remember where they had the great coffee, and maybe they come back for more, and maybe we do some business. (Say that in a Yiddish accent, it sounds much funnier.) But he was right. What unexpected things can you do?

5) Stop nickel and diming. Airlines are terrible at this. They quote you a fare of like, $99 dollars to go somewhere, right? But then, thats each way, and that doesnt include taxes, tariffs, boarding fees, baggage fees, lubrication fees (for the TSA Anal Probes) and other fees. Total on a $198 round trip? $445.50. How is that good customer service? Its not. What can you include for no additional cost? Batteries? Ink? Toner? Spare parts? Free transfers? What can you include and call it a good karma inclusion or something like that?

4) Can you help someone in a way thats out of the ordinary? We all know what Mortons did for me last summerhellip; But what else can you do? Ive heard stories of restaurants picking people up and driving them to their establishment when a customers car died. Ive heard other stories of companies doing things completely random A hotel in San Francisco called a hotel in NYC to get the bellman there to deliver flowers to a San Francisco guests wife who wasnt feeling well in NYC. Remember: Simple things are expected. Amazing things get remembered.

3) Dont be afraid to do something truly incredible! I once heard of a company that makes metal pipes One of their corporate customers had come in to discuss a new order. While they were there, they mentioned to the owner that they had to take a trip overseas because their plant was having some kind of problem. Turns out, the metal pipe company also had a plant overseas, pretty close to the customers plant. The owner of the metal pipe company was able to send his technicians over to the customers company and fix the problem, saving the customer a $10,000 trip and a week of his life. How loyal do you think that customer is now?

2) Give your customers the tools to tell your story! Theres a restaurant in the mid-west that has an iPad attached to the bar by the take-out order station. When someone comes in to wait for their food, theyre offered a chance to play with the iPad for free. Theyre also told that if they log onto Facebook and like the restaurants page, theyll get a free appetizer, right then and there. The company then thanks each and every customer on Facebook, and asks how they like their appetizer. Its a no-brainer, works so easily, and, perhaps most importantly, as Facebook starts to ramp up Places and Offers, Facebook will become the de facto standard for customer experience stories Why wouldnt you want to help facilitate growth and excitement when the customer is there, in your store, and willing to be talked to? Easiest thing in the world.

1) It has to start from the top down. CEOs cant run a company from a corner office. It simply doesnt work. For a company to truly embrace radical ways of handling customer service, the entire corporation has to get in on it. Ive heard stories of CEOs driving to a customers home with a part or an order, because it came in after hours. I once heard of a CEO who happened to be in the building on a Saturday, and answered the phone The call was a random customer complaining about something. The CEO took the call, and got a resolution in 20 minutes On a Saturday! You know the customer told the world about that.

Read more posts on Peter Shankman raquo;

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Due to the booming console gaming industry and its robust online features, for better or worse, arcades arent quite happening spots anymore. If you were born after the arcade era, or only have fuzzy memories of skee ball, take a trip back to 1968 with this picture set, and relive the days of arcades past, when people actually attended arcades and Pit-Fighter wasnt the top draw.

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For some of our boys it will be their only high adventure by the time they turn 18, Scout Master Shawn Baruinchack said.

Open to boys 14-18 years old that have attained a first class rank or above, the Florida Sea Base adventure provides scouts with the opportunity to deep-sea fish, sail and snorkel, Baruinchack said.

A sailing yacht will become their home for a week and the captain will instruct them on navigation, sailing and maintaining the yacht. Troop members will also take a trip through the everglades on an airboat.

Well learn great leadership skills, Hunter Forney, 17, said, and the teamwork to get tasks done.

Forney attended a BSA sponsored adventure two years ago with fellow scout member Ian Squires, 17, in Maine.

It will be great to go with two experienced scouts, Baruinchack said.

Fellow scout leader Rev. Jim Bolch, advancement committee chair for the troop, will join Baruinchack on the adventure.

Although a bit fearful of getting seasick, Bolich is looking forward to the adventure.

His son James is excited to snorkel, which he has been practicing in a pool.

I am looking forward to seeing the undersea life, the fish and other sea life, James said. I hope we dont see any sharks.

The cost for this once in a lifetime adventure is $11,200, which amounts to about $1,400 per person for scouts and leaders.

The check for $3,600 to help with expenses, including lodging, transportation and meals, was presented to the troop Friday by Minnequa Social Club board of directors members, including Gary Stevenson, President; We Keefer, Vice President; Darryl Williams, Manager; and members Donn Lehman, Dennis McCoy, Dick Koser, Tom Koser and Gerald Swanger.

Baruinchack anticipates receiving support from other community organizations, but noted that the scouts are also responsible for their own fundraising efforts.

Tags: Take A Trip

ANAHEIM When it comes to 40th birthdays, some people want to do it up big. Maybe take a trip, have a special dinner.

But Kim Langseth decided she wanted to treat herself to something special.

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Earlier this week, Crystal Ball Run wrote a quick piece on USC football and the 15 players that the Trojans are sending to Haiti in May to do relief work. For those who missed the story, the group, which was organized by Trojans All-American quarterback Matt Barkley and his family, will help build homes and transport supplies across the small island country, one which is still recovering from a massive Earthquake in 2010.

Well, after that story ran, a few Auburn fans were quick to tip off Crystal Ball Run and let us know that a few players and coaches from their school took a similar trip during their spring break. After doing some research, we’re more than happy to share War Eagles story as well.

In Auburn’s case, the Tigers trip was to the West African country of Liberia, a nation still recovering from a Civil War in 2003. The trip was planned by team chaplain Chette Williams, who along with coach Gene Chizik and their wives, were joined by seven Auburn football players. According to a write-up in the Columbus (GA.) Ledger-Enquirer, the group toured the country, helicoptered into a remote village and spent time in Liberia’s slums meeting with people suffering from HIV.

The trip was planned in accordance with the company Samaritans Purse, an Evangelical Christian organization, which (according to its website) is tasked with “providing spiritual and physical aid to hurting people around the world.”

As for the trip itself, the goal was clear according to Gene Chizik: He wanted his players to get out of their comfort zone, and see the larger world around them.

Chizik told AL.com:

It was very eye-opening. The group of young men got a great experience of what life is like outside the United States.

He later added:

It was experiencing the different culture that lives a completely different way than we do, Chizik said. The overall mission of the trip was to let them realize and understand that we all have hard times, but theres a bunch of people out there that have got it much more difficult than we do. And that was made very loud and clear.

Apparently, the trip did in fact make an impact for a group of young men, who are, in fact, still very young. Its easy to forget that although we spend our Saturdays watching these guys on TV, most are in their late teens or early 20s. Some in Auburn’s travel party (like USC’s later this spring) had never even been out of the country until heading to Africa.

Linebacker Darren Bates – one of those who’d never left the United States prior to the trip – discussed his visit, telling AL.com:

It was a great experience. You really cant put it into words, Bates said. “The people there probably saw us as helping them, but they really were helping each and every one of us.

What’s maybe most surprising about this trip is the relative secrecy in which it was conducted. Unlike USC, which sent out a press release about the players heading to Haiti, little was said publicly about Auburn’s voyage until they party had returned. Only when the players were back in the United States did they take to Twitter and social media to share their experiences. (Heres a picture from Darren Bates Twitter feed). And from there, the Alabama media picked up the story.

But really the story isn’t just about Auburn, but what we discussed in the USC article: That at the end of the day, there is still a lot of good left in college football. For all the negativity that we read about every day on NCAA violations, conference realignment and all the other non-sense, it’s good to hear that these college kids are taking full advantage of the opportunities presented to them. Not to mention that part of the college experience is supposed to be about broadening your horizons, seeing the world and maturing into an adult. It’s safe to say that trips like this will most certainly help.

As Bates told reporters, he didn’t even hesitate when he was asked to go to Liberia. The linebacker told the Ledger-Enquirer, “I said yes right on the spot, Bates said. “I couldnt pass that up.

Well, a few weeks later, it seems as though the trip was worthwhile. He followed up on Twitter: Back n the US. Africa did wonders n ya boy life.

You only wish every college kid had an opportunity to take a trip like this.

For all his insight, opinions and articles on sports, be sure to follow Aaron Torres on Twitter @Aaron_Torres.

Tags: Take A Trip

Two State University at Cortland students are gearing up to set out for a summer full of volunteer work and spreading environmental awareness.

Cameron Johnson and Melanie Canna met at SUNY Cortland three years ago, while studying outdoor recreation.

Johnson, who is from Bemus Point, holds a Bachelor of Science degree in outdoor recreation, with a concentration of studies in natural resource recreation management.

Ms. Canna has one more semester as well as an internship left before she graduates from SUNY Cortland. While she is also studying outdoor recreation, her concentration is in outdoor leadership. Ms. Canna is originally from Farmington, NY

This summer, the pair is planning a 10-week, cross-country Explore and Restore project to volunteer at non-profit nature centers, in order to give back to the environment.

We wanted to take the selfishness out of the trip. Its our way of giving back, Johnson said.

Both he and Ms. Canna have experience, through college, of volunteering at a nature center. They were able to see first-hand how the center struggled with budget and finding people to work.

As a result, they knew that they wanted to give back in any way that they could.

There tend to be no user fees involved with nature centers, Johnson said.

They just need volunteers to keep them alive. People need to know that, to be involved in their own communities, Ms. Canna added.

PLANNING DESTINATIONS

The two plan on being at Forest Park Nature Center in Peoria, Ill., by June 15. They intend to spend three days at each nature center along their trip, and still have several days to travel and have fun by pursuing activities such as fishing, hiking and rock climbing. They plan on returning from the trip by Aug. 20.

They will be visiting Vail Nature Center in Vail, Colo.; an undetermined center in Utah; Jug Handle Creek Farm Nature Center in Mendocino, Calif.; Sunriver Nature Center in Portland, Ore.; North Cascades Institute Environmental Learning Center in Diablo, Wash.; Montana Natural History Center in Missoula, Mont.; and an additional undetermined center in Montana.

Johnson and Ms. Canna have a goal of logging at least 400 hours in volunteer work at the nature centers throughout their trip. They will be performing activities such as building trails, having a native plant nursery, and removing invasive species.

To find the nature centers, Johnson and Ms. Canna enlisted the help of Google and Wikipedia.

We started going through lists, looking at the nature centers website, going over their mission statements, figuring out which ones would work well with our mission. Then we kind of thought about the places where we wanted to go, Ms. Canna said.

From there, they contacted the nature centers, and found one person at each center as a contact person. However, their efforts were met with a few challenges.

It was more of a struggle than we thought it would be, getting ahold of the nature centers. A lot of them are on seasonal schedules, Johnson said.

However, many of the nature centers have been grateful and excited that Johnson and Ms. Canna are looking to volunteer their services. One nature center is even marketing the pairs visit as being special guests.

EDUCATION IN ACTION

We definitely wouldnt be doing this if it werent for our college education, Ms. Canna said.

Johnson and Ms. Canna have found support in several of the professors in their department at SUNY Cortland. Johnson said that every class that the two have taken while in college has been incorporated into this trip in one way or another.

One of my professors was giving us a lot of feedback, and stuff to change, stuff to work on. She was kind of mentoring us through some of this, Ms. Canna said.

Additionally, they received help from their professors in planning a budget for the trip, which is set at $7,150.

In our college courses, we had to do a lot of budgeting. We had some help with one of our professors, going through (it) with us, Johnson said.

The two have taken several personal trips in the past, which also helped with creating a budget. They were able to estimate their food costs, and the cost of gas. Gas alone, they estimate, will be about half of their budget.

Out of this trip, they expect that they will be able to network around the country, which they anticipate will help them for the future.

They are also looking to spread the word on what they are doing, in the hopes of educating others and motivating them to volunteer.

The two say that theres no time like the present to take a trip like this, especially since the environment is a hot topic right now.

I think that the environment is kind of in the spotlight right now, just everywhere, people are thinking about it. Theres no better time than right now to get involved. You can plan something for years later, but the best way to do things is to figure out what you want to do and do it. You shouldnt waste time, Ms. Canna said.

TRAVEL ACCOMMODATIONS

For the entirety of their trip, Johnson and Ms. Canna will be living out of a Toyota Tacoma pickup truck, which has been modified to fit all of their camping gear and food. The two anticipate that they will also be sleeping in the truck for most of the trip.

Were trying to make this as cheap of an experience as we can, and as big of an adventure as we can, Johnson said.

A lot of the nature centers are also planning on helping the two to find free lodging. However, they also anticipate fees associated with camping overnight in areas, and are looking to buy local in each community that they visit.

You can get away with sleeping in a parking lot, or somewhere on a back street, but wed like to support areas as much as we can. Our goal is to buy local produce, eat local in these areas that we travel through, Johnson said.

The two will be traveling with a camping stove, which they will be using to prepare their own meals, and will be a cost-saver for them. Because they are accustomed to camping, Johnson and Ms. Canna consider their stove a luxury to have on the road with them.

Id like to say that weve perfected the culinary art in the back country, Johnson said.

Yeah, definitely. Were good cooks in the back country, Ms. Canna added.

RAISING MONEY

Johnson and Ms. Canna have gained much attention about their trip, thanks, in part, to social networks, such as Facebook. At the time of their interview, they had raised around $600 of the $7,150 that they needed in order to lend their services to nature centers throughout the US

By the beginning of June, they are hoping to have raised at least $5,000 for their Explore and Restore project, otherwise the trip is in danger of not happening.

Johnson said that the worst-case scenario is that they are unable to raise the money for the trip. In this case, all money that has been donated will be returned in full to the donor.

The best-case scenario, Johnson said, is that they are able to raise more money than they need. In this case, in addition to volunteering their services to that nature centers, Johnson and Ms. Canna will also be able to make a monetary donation in the name of the Explore and Restore project.

Our goal is 400 hours. To complete the 400 hours, well need the funding. A $5 or $10 donation is such a huge help, Johnson said.

When the Explore and Restore website had been public for a week, it had already helped Johnson and Ms. Canna raise $600, which is keeping the pair optimistic about raising the funds.

Were trying to see how it goes, and its going pretty well so far, Ms. Canna said.

To donate to Explore and Restore, visit exploreandrestore.org, or contact support@exploreandrestore.org. Johnson and Ms. Canna ask that contact information is included with each donation.

Tags: Take A Trip

Increasing gas prices have played a role in impacting some college students travel plans for spring break.

Students at the University of Louisiana at Monroe and Louisiana Delta Community College are out for spring break this week, and some of them say they have adjusted their plans to avoid paying exorbitant amounts of money at the pump.

One group of ULM students said they were originally going to Panama City, Fla., but changed their minds because of travel costs.

Lauren Simpson, a senior toxicology student, said she and three of her friends have now decided to take a trip to Corpus Christi, Texas, where her dad lives.

Simpson said the group will stay with her father so they can avoid having to pay for parking fees and a hotel.

We were going to go to Panama, but it was too far, and this way we can save money, she said.

Another member of the group, Lakeshia Carhee, a senior social work student, said they also chose to visit Corpus Christi because they will be able to stop by Galveston beach and Padre Island, which are in close proximity.

Carhee said their plan will enable them to get the most bang for their buck.

When you stay with friends, you can save a lot, she said.

Simpson and Carhee arent the only students looking to save some money.

Philip Petit, a senior atmospheric science student at ULM, said he plans to work during the break so he can save money for a trip to Orlando, Fla., in the summer.

I dont have any wild and crazy plans for this spring break, he said.

Petit said money was a factor in his decision to stay in town this year, but he hopes he can make up for it by splurging on a trip to Disney World this summer.

For other students, any break from school is a good reason to splurge a little.

Kylie Stracener, a mass communication junior, and Jessica Gilbert, a psychology senior, said they will go to Panama City with a group of about 20 of their sorority sisters from ULM.

Stracener said the group will take as few cars as possible and they will pool the gas money.

Gilbert said money wasnt a contributing factor in determining their destination.

Were just happy to have a break from school, she said.

Tags: Take A Trip

Just after Bubba Watson sank his six-inch putt to win the Masters on Sunday, he began crying.

He hugged his caddie, body shaking from the sobs, and was soon joined by his mother and fellow players Ben Crane, Aaron Baddeley and Rickie Fowler.

But the two people who werent there were the people Watson had been talking about all week — his wife, Angie, and their new son, Caleb. It was hard not to realize how much they mean to him.

Watson and his wife adopted Caleb — their first child — two Mondays before the Masters began, and less than a week later, the left-hander was on his way to Augusta.

He didnt want to leave so soon, to fly in on Saturday like he normally does. He wanted to arrive on Wednesday at the last minute.

But his wife told him to go, pushed him to stick by his routine so he could practice on Sunday on an empty course. And so Bubba left, while his wife stayed in Florida with their son, sending pictures every so often.

Yet the distance remained, and in each interview Watson gave, it seemed like he was playing the Masters, one of the biggest tournaments of the year — especially for a guy who went to the University of Georgia — almost begrudgingly.

On Thursday, he said the tournament was not that fun because my baby is home and I have to play in the Masters.

The next day, Watson described the Masters as just a golf tournament. He said it would be nice to win a green jacket, but it wouldnt be a big deal if he lost.

My son is at home, our new son is at home, Watson said. Obviously, that is more important to me than trying to make a putt to win a golf tournament.

Little did he know, then.

Of course, Watson didnt exactly try to lose the Masters. He had carded a three-under 69 in the first round, and his 71 on Friday sent him into the weekend at four-under, a shot back of the lead. Watson fired a 70 on Moving Day to stay in contention.

And it would have been easy for Watson to pack it in Sunday, when he didnt get anything going immediately. He bogeyed his first hole, watched his playing partner Louis Oosthuizen double-eagle the second, and carded just two birdies on the front nine. After a bogey at the 12th, Watson fell back to minus-six.

But he was never too far from the lead, and birdied his next four holes to tie Oosthuizen atop the leaderboard. Suddenly, the Masters turned from a tournament he had to play, into a tournament he could win. He had a chance to earn his first major victory.

After he and Oosthuizen parred their final two holes, Watson — the guy who had to be pushed out the door to the Masters — would have to wait a little longer.

As it turned out, Watson earned the victory in an electrifying playoff. He came up with a shot for the ages on the second extra hole, the 10th, when he blasted his second out of the trees and within 10 feet of the hole. Oosthuizens par putt just barely missed, giving Watson two putts to win. He missed his first, but with emotions swirling, tapped in his second try.

It would have been quicker for Watson had he lost. He could have shaken Oosthuizens hand, done a press conference, and been on his way. He wouldnt have had to take a trip to Butler Cabin, wouldnt have had to address the fans wearing the green jacket, wouldnt have had to hold back the tears as he was asked about his wife and son.

Prior to Sunday, Watson could only think and dream of winning the Masters.

And prior to Sunday, Watson could only think and dream of being with his wife and son.

On Sunday, he made the first a reality. And now, after a long day and with green jacket around his shoulders, Bubba can go home.

Tags: Take A Trip

Editors note: Matt Welch is editor in chief of Reason and co-author of The Declaration of Independents: How Libertarian Politics Can Fix Whats Wrong with America (PublicAffairs).

(CNN) — In February 2009, President Barack Obama gave this stern warning to bailed-out banks:

You are not going to be able to give out these big bonuses until youve paid taxpayers back, Obama said at a town hall meeting. You cant get corporate jets, you cant go take a trip to Las Vegas or go down to the Super Bowl on the taxpayers dime.

He should have added: … unless you work for the federal government.

Twenty months later, as we all now know, a government agency called the General Services Administration rolled into Vegas on $822,000 worth of taxpayers dimes so that 300 federal employees could enjoy a luxury spa, a clown show and a mind-reader, among other over the top entertainments at a regional training conference.

Tags: Take A Trip

There are plenty of historic roadside markers around here, and they rarely fail to leave a reader in awe of what happened in our hometown and outlying areas.
A recently approved marker is no different. This one tells the abbreviated story of Anthony Burns, who was born into slavery near Waterfront Park on River Road in Stafford.
In 1854, Burns escaped from his owner while in Richmond, only to later be arrested in Boston, according to approved text by the Virginia Department of Historic Resources.
Some 1,500 troops “escorted” Burns back to Virginia and his slave owner.
The episode further ignited the abolitionist movement, which deemed Burns’ treatment “the new crime against humanity.”
Those abolitionists brought Burns his freedom in 1855. He went on to graduate college and become a minister.
Sometime, in the not-too-distant future, expect to see that marker pop up along River Road, giving locals and visitors another reason to take a trip down the scenic road, and to absorb some local history, as well.
Dear  Scott: Immediately after crossing US 1, heading east toward SRMC [Spotsylvania Regional Medical Center] on the Spotsylvania Parkway, the first intersection has two left-turn lanes, divided by plastic poles.
I have seen two vehicles perform simultaneous U-turns and double back toward Mimi’s, and have also observed two vehicles simultaneously doing left turns into Cosner’s Corner.
This intersection is difficult enough to negotiate without that kind of behavior.
Common sense would dictate that the inner lane be reserved for U-turns, and the other lane for left turns only.
Can VDOT take a look at this situation, and at the same time either replace or remove the broken post at the east end of the line of poles, and reposition the first (west) pole, as it partially blocks entrance to the left-most lane?
–Raymond Burns, Spotsylvania
Kelly Hannon, with the Virginia Department of Transportation, said drivers shouldn’t perform double left turns at intersections without signals, so VDOT plans to fix the posts to prevent that.
And, she added, within six months the shopping-center developer will put in a traffic signal at the intersection.

Dear  Scott: Regarding the traffic light on Leavells Road and Salem Station Boulevard [in Spotsylvania].
The light is very sensitive to traffic heading south on Leavells Road and the left-turn signal will activate almost immediately. However traffic heading north very rarely activates the left-turn signal.
Hopefully, it is just a matter of adjusting the sensor.

–Jean Stokes, Spotsylvania
Hannon said the timing pattern at the intersection might seem to favor that southbound left-turn lane, “but everyone is being treated equally.”
She said that if the through-lanes have cycled through their allotted times and a vehicle approaches either turn lane, the light will change.
If the through-lane cycle hasn’t finished its cycle, those in the left-turn lanes have to wait.

Scott Shenk:  540/374-5436
sshenk@freelancestar.com

Tags: Take A Trip