Customer Service

Customer Service.  I've been in that business for over 21 years in my current position.  Add another 5 with my previous positions.  I would like to think I've got a good grasp on what it is and how to provide it.  I've been through numerous courses and training classes to learn how to provide Customer Service.  Not just Customer Service, but exceptional Customer Service.  I've also noticed that I observe Customer Service in every business I visit.  It's rare to see exceptional Customer Service.  The type of service that not only meets but exceeds or surprises the customer.  I had one tonight.  A few weeks ago we ordered some take out at Taco Bell on FM2499 in Flower Mound just south of FM407.  It's a new Taco Bell.  As happens with take out occasionally we were missing 1 item.  When that happens I usually call because not only did we pay for that item, I believe or hope they want to know when that happens.  I believe in giving them a chance to rectify the problem.  Sometimes the response is for me to return and get the item, which I usually won't do as my time is valuable to me.  Sometimes they tell me to mention it next time I'm in and I'll get the item then.  Occasionally they will even take my address and send me a gift coupon to make it up.  That's a nice gesture.
However this time when I called, the Manager said to let them know when I come in next and they'll not only give me my missing item, they'll add another item from the menu.  Anything I choose.  So tonight I went in to collect.  Since I was getting my dinner I not only ordered the missing item and the free additional item, I added a few more things to complete the meal.  That's when I was surprised.  They gave me my whole order for free.  And it wasn't even the manager, it was the person working the counter.  This person had the freedom to make the call.  That was very good Customer Service.  Enabling the person who is on the front lines to take care of the problem.  I was impressed.  Not only did they meet my expectations, they exceeded them.  I can tell you I will be back and even though I have a Taco Bell that is much closer, I will be driving a few extra miles to visit this Taco Bell again.

Righters Block

The day before election Tuesday and with all the political pundits sharing their version of what will or should happen and I'm at a loss.  Something seems amiss.  Sure the Republicans will take the House back.  The Senate is in play.  The political war is at it peak mud slinging, yet something just feels strange.  I am hoping for a major change in control of the Legislature.  If only to stop some horrible bills from being brought to a vote.  Cap n Trade, Card Check, and hopefully even some repeal of the Health care that already passed.  I know my insurance has only gone up.  I have a plan that is, oops, was a very nice plan for my family.  Now it's less benefits and more costs out of my pocket.  For less coverage I am paying more a month.  That doesn't seem like positive "Change" to me.  The only change I see is the little that will be left in my pocket.  Perhaps the new party in power will be able to do something about this, but in all reality I doubt it.  They don't have enough of a majority to force it over a veto.  If anything we'll have to wait and hope that in 2012 there will be another "change", only this time in the Executive Branch.  I wonder what it will take to find, nominate, and elect a true conservative into the White House who will keep common sense and have the courage to do what is needed to reduce the deficit, national debt and restore this Country to where it needs to be.  Hopefully, 2012 will come quickly. 

Home Alone

No it's not like the movie where I'm home alone and some clumsy criminals try to break in and rob us while I outwit them with made up booby traps. Besides, I will defend our big screen TV to the death!  It's the version where Robin and the kids are visiting Grandma and Grandpa in Missouri and I sensed the opportunity to accomplish some of the things that have been gathering dust on my to-do list.  The big ticket items were moving 2 ceiling fans from their respective rooms to other rooms and installing a new fan into a 3rd room.  It's not easy to do but well within my abilities.  In order to assist me in my home improvement I needed a tool.  Now Bob Villa always said and I'm a firm believer in "The Right Tool for the Right Job".  I've found that simple statement made by Bob many years ago to be true in many home improvement projects I've undertaken.  Well, here's the tool I found to make my recent projects go more smoothly.

DeWalt 7.2V Cordless Screwdriver

This made the job much more manageable and saved me a bunch a time.  The adjustable torque and light weight as well as battery life and easy handling proved to be just the right tool to help me finish my projects in one day.  The only thing I wish it had was a magnetized plate to hold onto screws while you are working and a slight magnetized drill bit to keep screws on the bit head.  Other than that this thing was great!  I also got it for $20 less than most places advertised.  Lowes had it for $60.  Score!!

Anyway, the projects got done in 1 day and although my back was protesting quite loudly that night and the next day a few motrin and some rest and I can take it easy now that I got some of the major items checked off my list.  I had 2 days to get a lot done and at the end of those 2 days I can enjoy the sense of accomplishment.  I cleaned the garage, defrosted the freezer, installed 3 fans and 1 new light switch and still had several other things completed.  All in all my weekend was a success in knocking out some big ticket items on my to-do list.  Honey, I'm ready for you and the kids to come back home!  

Ribs, My Recipe

I'm not a great cook.  I grill but I've had to learn better techniques as I went.  I, as many guys do, tended to overcook the chicken, fear pork tenderloin, and cook my steaks the same way for everyone.  But I've learned along the way.  The best thing I've learned is how to make pork ribs.  So I thought I would share my recipe for making, in my opinion and several others, some pretty tasty ribs.   I like my ribs to have a good flavor yet also have a little jerky feel on the outside.  That helps sear the flavor and juices inside yet I also want the meat to fall off the bone.  As I like to say, I want my ribs to be the kind Fred Flintstone ate.  The kind that when you eat them, the bone is clean.  I don't want to have to gnaw the bone to get all the meat.
So here's what I do...
First I pick out 1-2 nice slabs of baby back pork loin ribs.  I've tried several kinda and haven't found too much difference if they are prepared properly but I do stick with baby backs.
I use McCormicks Grill Mates Pork Rub.  I like the flavor and it has a slight bite to it.

The Rib Rub I use

Then I prep the ribs the day before.  Make sure you have a nice clean large area to work with to ensure you have room to work and an easy clean up.  I remove the ribs from the packaging and place them on a large cookie sheet.  If the rib racks are large I cut them in half to make handling easier.  I flip them to expose the backside and score the membrane on the back of the ribs with a knife to allow the flavor to seep into the backside.  I then take some Virgin Olive Oil and coat the ribs front, back and edges.  Then I take the rib rub and coat the entire rack front, back and edges and pat it into the ribs to make sure it is well adhered to the ribs.  My nephew Pat did the patting this time.  It was only appropriate.

                                   

                                             My Assistant Pat (Nephew)

I then wrap them tight in some cellophane and place them into Ziploc baggie to ensure they do not leak inside the refrigerator.  I fridge them overnight to allow the rub to soak into the ribs.  

The next day you want to plan the next stages to ensure they are finished at dinner time.  

About 5 hours before dinner I take them out and let them sit for about 30 min to bring them closer to room temperature.   I kick the grill on and get it nice and hot.  You may at this time spray the ribs or the grill with Pam for Grilling to keep them from sticking to the grill, it just makes it easier.  

FYI:  Do not spray the grill while it is on!  No I did not learn this lesson personally...

(I know you were wondering..)

Place the ribs on the hot grill for 5 minutes each side ensuring no flame ups.  

                 On the grill

Remove from grill and place back onto large stone cookie sheet.  If you only have a regular one that's fine, but make sure it has a lip around it to prevent spills.  I pour a little bit of beer into the bottom of the cookie sheet.  Do not pour directly onto ribs as it will wash off some of the rub.  You may want to use a regular beer, nothing fancy or heavy.  Place foil over the cookie sheet and make sure it's a tight fit to keep the moisture inside.  Preheat oven to 260-270 degrees.

   Sealed up in Foil and ready for the oven..  265 Degrees

Cook for 3 hours at 265 degrees.  Remove from oven.  Coat with BBQ sauce.  I like KC Masterpiece Hickory and Brown Sugar.  It makes for a nice balance with the rub spice.  Coat really well but don't over coat it.  Usually 2 layers is good.  Make sure to get all the crevices and edges and the exposed bone as well as they make for great flavor as well and when the meat is gone, some people may return to chew on the bone!  

                  Adding the BBQ sauce

Now here you have 2 choices.  If you are using a stone cookie sheet, you can re-cover it with foil and leave it out as the stoneware will continue to cook it, caramelizing the BBQ sauce.  You can also leave the foil off and place back into oven at about 150 degrees for about 20 minutes for the same effect.  

                         Ready to Serve

Serve as you like and Enjoy...  Send the leftovers to my house.  

          Enjoying the Fruits of labor..

           Patrick Approves!!!

The Finished Product.

Now what's for dessert?

Police Chase onto Dallas Airport Runway

So I'm watching the news today and there is a police chase in Dallas.  It's like candy for the eyes and I can't stop watching.  The guy drives in to Dallas Love Field Airport.  I'm thinking, "ok, take him now!!"  If he gets too far, the airport will lock down and knowing there are up to 15 flights arriving and departing every 30 min, I realize that the airport will start putting flights into holding patterns and then diverting to other airports shortly thereafter.  But no, they continue to follow him.  He drives behind the terminal and then rams through a security gate leading to the actual ramp area and out onto the runway.  At this point I'm thinking this guy could be going to try and ram an aircraft.  He drives out onto the runway and they finally box him in and do the pick maneuver to stall the vehicle.  In a cloud of dust next to the runway they surround him and take him into custody.  Meanwhile in the background you can see 2 small Lear jets and 1 Southwest Airlines 737 sitting waiting to take off.  I can't help but wonder how this guy was able to ram through a gate with 4 police cars behind him and get direct access to the secure airport area.  I realize that the the main goal is to safely end this chase with no one getting hurt or killed and the job of a police officer is fraught with difficult decisions,  but once the guy rams through a security fence he has gone from a chase suspect to a direct threat to other people.  I'm glad it all ended with no one getting hurt, but I can't help but to wonder "what happens next time?  Will we be so lucky?".

My Mom-Happy Mothers Day

Happy Mothers Day!  On this special day I want to take time to recognize one of the most important people I know, my Mom.  Until I met my wife she was the most influential woman in my life.  As a child I remember many situations where even I didn't realize I was learning something from her, but as I look back I now know that I learned many things watching her.  A few things I learned from my Mom:
She taught me compassion by being compassionate with me.
She taught me patience by being patient with me.
She taught me respect by showing others respect.
She taught me perseverance by being strong in hard times.
She taught me self confidence by being supportive of me.
She taught me humility by being humble with others.
She taught me faith by being faithful to God.
She taught me sacrifice by doing for others first.
She taught me discipline by doing what is needed.
She taught me acceptance by accepting me through all my faults.
But most of all she taught me Love.  A Love that looks beyond shortcomings, a Love that is unconditional, a Love that allows me to Love others completely.  A Love that allows me to be a Father and Husband that my wife and kids can be proud of and my Mom can see herself in me.  When people say I'm just like my Mom, I always take that as a great compliment.

Tips for the guys..

Ok, my wife suggested I post something, ummm...errr, "useful".  Something for the guys who may read blogs.  supposedly 99.975% of blogs are written and read by women, so here ya go guys, I'm sending one out for you.

Years ago, we adopted a cute little beagle named Maggie.  As she got older she became an escape artist, many times even outsmarting me.  One time she was getting out of our yard and for the life of me I could not find out how.  The fence was in good repair, there were no large gaps anywhere, I even went and added some chicken wire to areas I felt were not "Mission Impossible" standard escape proof.  Yet she was still able to get out.  I decided one day to monitor her covertly.  I let her out into the yard, monitoring her every move from inside, until she went to the side of the house where we have no windows, dang that dog is smart!!  I ran (as quietly as I could) out the front door to peer around the blind side of the house and waited sure this was where she would make her break.  After about 20 minutes on stakeout duty I was handsomely rewarded.  This dog found a single fence picket out of over 100 that was not nailed at the bottom.  She was able to push the bottom, slip out and it would snap back into place to conceal her escape hatch.  Dang is that one smart dog!  That day she got her nickname of Houdini.  So from then on it was hello "Invisible Fence".  Now we had a huge yard in our last house.  Literally I had to mow using a riding mower so the prospect of installing an invisible fence was not very pleasing to me.  But here's the tip, you do not have to bury the wire on the invisible fence!!!  That is only recommended to keep from it getting in the way.  That saved me hours or work.  I merely stapled the wire (make sure you set the stapler to leave a wire gap) along the bottom horizontal board along the fence line and wa-la, I was done!  Worked like a charm!  It was also clear of the trimmer.  From then on the only escape Maggie was able to make was when we forgot to put her electric collar on, when the battery on the collar died or when a storm tripped the GFC plug.  For gate areas I take some PVC pipe, make a "U" shape the width of the entryway and use brackets to secure it under the gate area.  I fill in around the wire on the top ends of the U with caulking to keep the rain and water out and I'm done.  Of course once in a while (like every 5 years) I have to replace the wire due to degradation from the sun and exposure to the elements but it's an easy job to replace the wire now.  So if you are thinking of installing an invisible fence but hate the prospect of having to bury the wire, you don't have to!  Now you can spend that extra time allotted on a cold beer enjoying your dog-proof yard.

Walking the Dog...

Lately I've been trying to take walks with our beagle Maggie.  I wanted to get some exercise for me and well, she needed some too.  So lately we've been going for walks a couple of times a week.  We started out small with about a 30 minute walk and have gradually increased to an hour.  We have our route we like to take that keeps us at about an hour.  I'm not sure exactly how far it is but we go at a brisk pace, except for the pee breaks.  Seriously, how can that little dog contain so much pee that she is able to pee-mail so many messages to other dogs.  Luckily we've got it down to an agreement between us.  I let her lead out on the extendable leash in front and when she wants to pee-mail one of her friends she does it as I walk by and she catches up before the leash yanks me or her from our pace.  It works out pretty well.  We have a system.  A pee-greement.  A code between man and dog.  One thing I can't figure out is how does she not get dehydrated along the way.  Do her kidneys kick into overtime during walks?  Is there a special 2 gallon reservoir that she has only for leaving pee-mail?  It boggles my mind that she can go 8-192 times during one walk.  If I were to do something like that I'd be a withered twig when I got back, not to mention the legal ramifications.  Anyway, there you have it.  My dog can pee every 12 feet on a 2 mile walk.  Another amazing talent from Maggie the Wonder-Dog.

"Daddy"

It's one of the most powerful words I know.  Hearing it brings up a sense of purpose, caring, responsibility, and most of all, Love.  I tucked Connor and Sara into bed tonight, and as I was leaving they both said "Goodnight Daddy".  I paused at the door, said I love you and closed the door.  Then I started thinking about the impact of that word.  "Daddy".  That's me.  I'm 45 years old and have been a father for almost 9 years yet I still love to hear that word from my kids.  It ranks right up there with "I love you".  Sometimes it surreal when I hear it.  There's something special about "Daddy".  More so than just "Dad" and "Pop" and the formal "Father".  "Daddy" is the version I prefer.  It's the one that has the most impact on me.  It's the one that encompasses the Love they feel toward me.  I wonder if it's me or other dads feel the warmth that words brings.  Now you can say I'm a softy, and I guess that's true, especially when it comes to my kids but I hope they keep using the word "Daddy" for a long long time.  Especially at night when they say "Goodnight Daddy".

Leftovers

I am the leftover King!  I love them.  I work afternoons so leftovers are a way to eat home cooking at work.  When Robin was working we ate out a lot.  Take out, eat in, drive thru, it was convenient albeit more expensive.  But when we had two incomes that was the trade off.  Now we are back to one income and I am enjoying having home cooked meals again more often.  Although I'm pretty good at weeding out the leftovers from our fridge there are pitfalls I've found.  Case in point, chili.  Robin made chili one day.  It was a special meal for me since I'm the only one in our family who likes chili.  I add cheese to melt on top and add a little sour cream and waa-laa, a delicious meal for me to take to work.  Since Robin made a large batch we decided to seal some up and freeze it.  A few weeks ago I found myself searching for leftovers in the fridge and to my disappointment there were none!  Oh the horror!!!!  Then I remembered we had froze some chili!  Saved by forethought and large batches!  Or so I thought.  There were 2 bags in the freezer, one large and one medium sized.  I saw the word "chili" on the large bag but it was much too big for a meal so I went for the medium sized bag.  I placed it in my lunch kit, added some sour cream and cheese in containers and off I went to work.  Chili was on my mind all the way up to dinner time.  I took the chili out of the bag, placed it into a bowl and popped it into the microwave.  After about 2 minutes, I stirred it and replaced it for another minute.  Ahh steaming, hot, wonderful chili awaited.  But wait, as I stirred it I noticed....a mushroom cycle thru the bowl.  Hmmmm, I certainly didn't remember mushrooms in the chili, so I went for a taste.  AARRRGGGG my chili was spaghetti sauce!!!  So there I was, at work, hungry, craving chili, but having only spaghetti sauce.  No noodles!  No bread!!  The dinner I was salivating over was now a bowl of spaghetti sauce.  Being the leftover King I did what every good man faced with such a dilemma would do.  I ate spaghetti sauce for dinner.  Maybe next time I'll take just noodles and call it even.

Family Vacation?

Spring Break, two words that offer a nice respite from the bump and grind of the work week.  This year, as many before, we decided to drive to my In-Laws in Missouri.  The irony is we drive when I work for an airline and we can fly for free.  Lately the flights have been so full though that driving was by far the easier choice.  We drive it many times even if the flights are not full.  Driving allows us to take the trip at our own pace, gives us a vehicle to have while in Missouri, take our dog Maggie and make any stops that we need along the way.  The drive takes 10 hours and can be a bit exhausting but we've driven so many times we know what to expect.  Anyway, here we are on vacation in Missouri.  We have a good time and it's very relaxing.  There's not a lot to do here but that's okay because it allows us to get away in a very real sense.  The kids get a lot of lovin' from Grandma and Grandpa and we get a little spoiled sleeping in a few times.  Maggie gets to play with their dog Abby and everyone settles in easily.  The kids are good travelers and Maggie also loves to take trips.  We spend a lot of our vacation time traveling between families, mine in Michigan and Robin's in Missouri.  As years go by we try and make sure we plan trips to each home away from home.  Traveling can be harder on the grandparents than on us with the kids at times so we try and make sure to visit when we can.  Vacations are all about getting away and recharging.   Sometimes going home is just the recipe.

2010 Winter Olympics

As I sit here watching the opening ceremony of the 2010 Winter Olympics I'm surprised at how entertaining I found them.  I'm not a puff and fluff type of guy when watching any type of ceremonial programming.  I prefer to watch the meat of the program, however I was pleasantly surprised while watching the opening ceremony of the Winter Olympics.  The set up and execution of the acts, choreograph, music, and stage was exceptional.  The projection onto the stage was especially well done.  The detail and interaction of the scenery projected onto the stage with the people was very well choreographed.  It was so well done there were times my kids asked it some of it was real such as when they made the stage look like water and had whales swim through as they blew from their blowholes.
One thing that I found interestingly notable, when they were having the athletes come into the stadium most received a warm welcome, however, when the United States athletes came in the reception was substantially louder in approval.  Funny, I thought we were not very well liked outside our own country.  Apparently we are more popular than many news organizations and politicians would have you believe.  It was heartwarming to hear the emphatic applause that went up upon our athletes entrance.  It was nice to hear that we are not as loathed as we are led to believe.  Perhaps we need to redefine our perceptions of what other countries really think of us?  We may find we are amongst friends more than we know.

I Blinked

Oops, I blinked.  I didn't mean to.  It just sort of happened.  It seems that no matter how hard I try I still blink.  I wish I wouldn't, because I seem to miss too many moments of my kids growing up.  I blinked and my little girl who I spent evenings rocking to sleep is now reading in her bed at night.  I blinked and my little boy who used to love sleeping with us wants his own bed and own room at night.  Sometimes I think it's old age creeping in because I turn around and my little girl is now a 6 year old telling her daddy he's silly.  My boy is becoming a young man reading the nativity story out of his bible Christmas Day.  At 8 years old he has surpassed me in some things he's doing.  He kicks my butt in Mario Cart (easily I might add) and most other video games.  But most of all, he gets it.  He gets that Faith and God are the most important things.  He's learned in 8 years what took me almost 40.
As they get older I try and make sure I'm not being the workaholic I used to be.  I've learned that if I were to pursue more work, bigger paychecks, and higher positions I would be losing out on something more important and fulfilling, my family.  I have Robin to thank for that realization.  I was becoming a person who always wanted to make more, but now we just use what we have better and spend the time I used to spend working doing other stuff like playing the Wii as a family and spending time with friends.  She helps me stay focused on what is really important to us, being together as a family and making sure we have good friends to enjoy.  I still try not to blink because Connor and Sara are growing up so fast I don't want to miss anything.  But at least I know that I'm fighting to keep from blinking too much.

Wii Fit Plus

We have a Wii.  It's been a great game system for the kids but Robin and I only play it when playing with the kids.  It holds little adult entertainment value outside the occasional Guitar Hero with friends on special occasions.  Until now.  Robin got Wii Fit Plus for Christmas from her parents.  Since then we've played Wii Fit Plus several days.  Even her parents have gotten into playing.  Her Mom and Dad seem to enjoy playing almost as much as the kids.  I think some of that comes from playing with the grandkids but I also suspect they receive a good amount of fun from playing it as well.  We've had some good laughs at our own expense and have enjoyed family time more lately than we've done in a while.  And we are getting some exercise to boot!   We've all created our Mii and set up our own training account.  We've found out that it doesn't matter how athletic you are or how old you are, every game provides an opportunity for anyone to excel.  It helps keep track of how much exercise you're getting and even provides an estimate of calories burned.  All in all, it's been a home run gift!