Football: Wow, did I get toasted in the divisionals. 1-3 to ensure my worst finish picking a playoff ever. Ouch. Let’s pass on the super details - NE and GB will advance to the Bowl To Rule Them All.
New Car~!: It’s a 2008 Aveo - I’m a computer geek, so it’s approps I would get an updated version of the same car with nifty new features.

Let’s hope this one lives to 2009.
Job Drama: In case anyone was worried about all the press about Sprint layoffs (I see JB even linked one of the articles), my job would seem to be fairly safe. This will target mostly people at the old Nextel headquarters in Reston, VA, and supervisors and support staff. People like myself that directly help customers (customer-facing agents, as we call them in The Biz) are the safest from layoffs.
Hey Jim Mora, what’s that about layoffs?
LAYOFFS? ARE YOU KIDDING ME? DON’T TALK ABOUT…LAYOFFS!
*smirk* Sorry, couldn’t resist.
Of course, while I might be safe from layoffs, they just introduced a “zero tolerance” policy. Now, we get rated on calls randomly by customer surveys (CSAT), much like stores have mystery shoppers or restaurants have mystery guests. Word has it that this zero tolerance policy means that if a customer rates you horribly on the CSAT, that’s auto termination.
My CSAT scores have always been excellent (in fact, I reeled off 8 months in a row of 100% issue resolved scores at one point in late 2006-mid 2007), but this is a horribly dumb idea that makes me very nervous and sounds way too close to “free pass to get rid of whoever we want”. Even I get the customer that is pissed off at the world because of what the last 9 people did and who rate us down not because of anything we did, but because they’re mad at the company. Everyone does, because, reality, customer service, not our best gig. Not yet.
What’s worse than both of those: Sprint announced that it lost 683,000 net post paid subscribers in 4Q of last year. That means, even with all the new people joining and new account in the Christmas shopping season, when we sell a lot of phones and new lines, we still lost over half a million customers. That’s a pretty troubling number and it means that net, we lost more than a million customers last year.
The sad thing is that really, there’s no pretty face to put on that. I cringe like anyone else when I have to tell Butch or Mom to call into Customer Care, even if they can call Employee Accounts, which are a few notches about the normal Care agents. I see horror stories every day and have to admit that we screwed up every day.
The good news is that we now have a CEO who has a long proven history of being a winner in telcom. We also have several very good things coming in 2008 (WiMAX being a big one - stay tuned. http://www.xohm.com ). We did a lot of good things in customer care in 2007 that we can build on. There are still so many things that need fixing, but I have hope that we can reverse the trends.
We shall see.
Candice: Still a furby and a Goober. She’s on vacation in Hot Springs, AK. Must be nice!
Deb: Illinois Fats. Heh. Where does he rank with the infamous California Fats? You seem to have horrible luck with the weight-challenged. I better keep my goal of losing weight! Seriously speaking, sometimes, over time, people change. I’ve been very lucky to find a number of very loyal longtime friends over the time I’ve been online and otherwise. Sadly, there is a premium on loyalty - in today’s world, 95% of the world only cares about one thing - Number One. Say, speaking of the new goal…
The New Purpose: I should probably buy a scale or something to measure my progress. But sodas have become almost non-existent (I had DP when having lunch with Joan, prior to Xmas), and whole wheat has been the bread since December. I’ve also cut down on milk, subbing in Orange Strawberry Banana juice (I know, it sounds awful, but it’s good stuff). This was an exciting segment, wasn’t it?
Speaking of exciting: 5 possessions, 5 punts. NE-SD is a clunker so far….and just as I was typing that, Brady threw a pick to Jammer. Uh oh…NE doesn’t seem to have much killer instinct today.
Sweet Georgia Brown: Say what you will about Georgia Frontiere’s past (and many have, very ugly-like, I guess respect for the dead is another thing that’s a dying trend): it’s clear from the reactions of people in St. Louis that she had a huge impact on the city and the community in her hometown. And regardless of what level of credit, if any, you want to give her for it, the team did manage two Lombardi trips and 1 trophy under her watch. RIP.
Clemens: That third ear and tractor pulling quote was almost worth all the stupidity. Almost. Bluargh.
Enjoy your weekend! Talk at ya later.