At a certain stage in a man’s metamorphosis, you develop a ¼ life crisis. Well, maybe you adjusted and well nourished great thinkers-and-doers of our age didn’t, but I certainly hurled headfirst into one. As another day slips through my fingers and my grand aspirations, ideals and goals shrink on the horizon, I admit those difficult feelings an otherwise proud man would keep hidden in those well worn crevices we are known to have.
My best looking, most energetic, carefree days are, probably, over. I will never become a demigod of physicality with, seemingly, all the wonders of the world at my finger tips, otherwise known as an NFL football player and I’ll probably never harmonize my way into the American Fabric by way of musical Rock star prowess. The odds of a billionaire’s future seem, well, 1 in a billion. I’m a self aware man, if nothing else, after all.
As I swaggered with my new Lil Boosie through the ivory and scarlet aisles of Target last night with my Kevin Durant aquatics, navy blue and checkered work socks pulled just beneath where my knee met pajama striped shorts expertly matched to an accidently dyed pink shirt bred from the unfamiliarity’s of domestic exercises, I stumbled upon a creation that (uh, maybe) would definitely change my life forever!
Like Prometheus stealing Fire from the Gods to bestow upon mortals, I hurriedly grasped at the cheap Coffee Maker and ran to the safer and familiar confines of the bra and panties aisle to better assess what I had given myself.
Time Continuum. The final and least understood of experimental physicists conundrums. I had single handedly brought about the advent of the Time Travel Age! What I, in fact, found, was a way to gain an extra 2 hours in the day, and with it, finally helped to start the healing process by answering the lingering pain brought about by the question, “Why aren’t there enough hours in the day!?”
After gaining my composure, I slowly venture out of the thong aisle with my Black & Decker Time Machine safely under my arms. I need to find fuel for it so I go to the food aisle, strolling through the various assortments of gourmet beans and flavors from around the world, uncomfortable, nervous, and self conscious, like a man browsing double penetration and ass to mouth DVDs hoping he doesn’t leave with an unsatisfying pick.
Finally, after what felt like two hours (get it, get it? I’m a subtle genius, guys) I get home to my laboratory and set my alarm for 6am, two hours before I would have normally awaken the past two years, and the beginning of the time I have gained because of the ability of my new machine to keep me from sleeping my life away.
I won’t go on boring you with the details of how my coffee making skills leave a lot to be desired, but rest assured dear friends, I’m faring well. I’m sending this pioneering note at 2:17pm Jonathan Time, but in my new alternate reality, it is only 12:17pm. I hope to not return to Jonathan time (and alcohol) for quite a while.
Before you feel too bad about me and my situation, don’t miss me or mourn for me too much, I’m chasing my dreams and taking back the horizon, one Morning at a time!
-Jonathan R. Gonnet
The Neil Armstrong of the 21st Century
Tuesday, September 28, 2010
Tuesday, September 14, 2010
Big Picture
A Pragmatic Look at the Big Picture or
A Treatise on Effective Communication, Critical Thinking and You
Presented by Jonathan Gonnet
A Treatise on Effective Communication, Critical Thinking and You
Presented by Jonathan Gonnet
A lot like Heart Health or Offensive lineman in football, thinking critically and moving ideas forward doesn’t get talked about much and is only really noticed when NOT properly or effectively functioning, and usually by then it’s too late!
I want to touch on a subject that is the foundation to any and all successes you will obtain, through your career or personal life. It is just as important to the everyday activities we perform as well as each of our individually specific long term goals.
I know this is important because I know each one of you, and I know all of us consider ourselves Masters of our own Universe who house deep-seeded passions, hopes and dreams for not only ourselves, but for our loved ones. I preface with all of that, to let you in on something someone told me a long time ago. The dirty secrets of success in America is simple: In order to succeed, in whichever way one defines success, one needs to be able to perform a modicum of mathematical functions, develop an excellence in writing and speaking, and most importantly, be able think on a critical level.
The two parts of communication I want to focus on are those that affect us the most: The ability to write and speak coherently and the faculty to read and listen for meaning.
In an increasingly flat world where there exists more competitive resources (read: employable and qualified people) and more competition for our clients, being able to communicate and execute ideas, and at our age and experience level, is no longer a luxury but a baseline necessity. Being able to write and speak in a business professional manner is a valuable skill, not only for the bigger picture for those interested in management, graduate business school or other high rungs, but in the present and now, in order to qualify ourselves as the consultants we claim to be and to instill confidence with some of the larger outfits which gain more importance and relevance with the decline of the small and medium businesses.
Remember this idiom: Professional behavior begat professional behavior and before you know it, you are wrangling in the big account and being counted on to spread information to your peers and colleagues.
The corollary to written and spoken communication is the active listening and comprehension of what you read and hear. Because the majority of directives are communicated through email, the biggest opportunity in this realm is in the absorption and retention of what we read. A lot of times, because of how busy we stay, emails get overlooked, deleted, or pile up unread. A lot of simple questions can be answered by just staying current with your email. Read everything that comes in your inbox and refrain from deleting items that there might be a chance will be needed in the near future. I usually clear out my inbox at the end of the month because within those 30 days, I will frequently revisit old emails for information and direction. This is important for the big picture, when you read everything that comes in your inbox, you are empowering yourself with sometimes company wide information and initiatives. This effectively loops you in the corporate conversation, an important dialogue and flow of ideas and messages that is not necessarily given out by invitation.
It is really easy to for us, as sales people and a gear in a bigger machine, to be myopic and short sighted. I hear a lot of “Why can’t SO and SO” and “Why isn’t X and X this way”. The best way I recommend and what I do is to look at things, not only for our jobs, but in life, and try to understand the mechanisms and flow from the top down, thinking critically. The relationship between cause and effect is a very strong one, a fact strong enough that Newton was compelled to legislate it into a physical law.
For our roles, each and every directive we get, is to accomplish a bottom line objective. In organized businesses, there is no wasted movement. So, in other words, everything we do is not for our health, but for a reason. The best thing I’ve learned throughout my career is to try and decode what exactly that reason is and to drive to accomplish that underlying goal. If we can understand the macro level of what goes on it makes understanding our roles and expectations much easier, you can sometimes even accomplish MORE because you are employing your own creative thinking and problem solving skills, and you derive more fulfillment in your tasks allowing you to work harder and more productively. You then are no longer performing an arbitrary task, but you are tackling your job with awareness; you are building a career!
Lastly, have fun with it! Make it yours and add an indelible imprint. For example, I like to wax on and on and practice writing, as you can probably tell by this presentation. I am of the opinion that mastering these things will enable you to not only be successful employee, but a happy and individual.
Apollo Power & Light can suck a funky dick!
From: Gonnet, Jonathan [mailto:jgonnet@dallasnews.com]
Sent: Tue 9/7/2010 4:13 PM
To: Customer Service
Subject: Problem
I need the attention of a supervisor. I created an account for electricity and 8 days later, my electricity STILL has not been turned on. This has turned in to a huge ordeal as my pregnant fiancé and infant son are stuck in an hot apartment without electricity!
My payment was received the 1st. It is now the 7th. The earliest I am able to cool my fiancé and son is the 9th, and that’s even at $100 extra!
This is an injustice and is morally wrong. Please rectify this situation immediately and have someone call me.
From: Customer Service [mailto:customerservice@apollopowerlight.com]
Sent: Tuesday, September 07, 2010 4:24 PM
To: Gonnet, Jonathan
Subject: RE: Problem
Dear Jonathan,
Thank you for your message.
I have sent your message to both our Operations Manager and also the President of our company. We will get your account situation figured out and someone will contact you.
Regards,
Janet
Apollo Power & Light
From: Gonnet, Jonathan [mailto:jgonnet@dallasnews.com]
Sent: Mon 9/13/2010 1:46 PM
To: Customer Service
Subject: RE: Problem
Janet-
I can understand and appreciate that due to the inclimate weather this weekend your company has probably been under more pressure and has been further stretched thin to accommodate and help the clients and accounts in the direst need of your immediate support or face financial or bodily harm. I am not an unreasonable man, I can appreciate that.
The fact remains, though, that it has been over 6 days since your email and I still have not been contacted, as promised, by anyone; you, the President, or otherwise.
Flash floods or not, I was left in the precarious position, with my fiancé and 8 month old son, of having no electricity and air conditioning in our one bedroom apartment in the sweltering days leading up to the relieving deluge.
I need an explanation as to why it takes 8 days to set up electricity. I need an explanation as to why a sales rep would tell me 3-5 days, if that were the normal business cycle and, most importantly, I need an explanation as to why Apollo's employee's were handcuffed to the rigid and unmoving policies, flying in the face of reason, rationality, and the possible harm of an infant.
I want just compensation for inconvenience and costs, whether through service or monies. My family had to relocate to an in-laws house one night and in a motel another. I can provide receipts if need be.
Please allow me an audience with a decision maker, the ear of a C-level executive or a manager that can make this happen.
From: Customer Service [mailto:customerservice@apollopowerlight.com]
Sent: Monday, September 13, 2010 3:13 PM
To: Gonnet, Jonathan
Subject: RE: Problem
Dear Jonathan Gonnet,
We are sorry to hear you did not receive our two voice mail messages regarding your account, and that you feel your account was not handled properly. After researching all dates and pulling the original 9/1/10 recording, we have found the following:
9/1: 12:13 pm – a call to customer service was received to set up an account again with an agreement to pay via ACE for normal service. During that call, you were asked if you wanted “expedited service for an extra $100,” which you declined. Additionally, the represented stated that it would be 3-5 business days for activation once payment was received.
9/1: 07:04 pm – a payment sent via ACE received.
9/7: call to customer service for verification of start date (09/09/2010).
Because your payment was received after normal business hours, 09/02/2010 is considered the first business day, leaving 09/09/2010 as the 5th business day since 09/06/2010 was Labor Day holiday. However, our records indicate that as a courtesy we cancelled this date and sent a request to move your start date from 09/09/10 to 09/08/2010. We received confirmation from Oncor that your services were activated on this date.
In regard to our customer service representatives and the policy in which they are required to follow, we understand that you feel they are rigid and do not allow the representatives any movement; however, start dates are based on the customer’s decision as to whether normal or expedite service will be satisfactory, and also timelines provided to us by Oncor. In your case, you did select our normal service and you elected not to pay the needed priority fee. At this time, we find we did begin your services as promised to you during your 09/01/2010 call.
Regards,
Janet
Apollo Power & Light
From: Gonnet, Jonathan [mailto:jgonnet@dallasnews.com]
Sent: Mon 9/13/2010 3:37 PM
To: Customer Service
Subject: RE: Problem
Janet-
Payment was made on 9/1. The fact it is considered 9/2 was not messaged. Regardless, if the 3 day, which one were to have a reasonable expectation of it being, were to hold true this wouldn’t have been an issue. There is not way to excuse payment being made on 9/1 and power being turned on 9/9.
While your records indicate that the power was started on 9/8, I am not so sure as I had to make other arrangements after being told by a sales rep it was impossible and the earliest possible, even with a $100 payment, would be 9/9.
Unfortunately, I’m sorry to hear that you don’t recognize Apollo’s responsibility and participation in the severe inconvenience of a family, and most importantly, an infant, and that you are unmoved.
Fortunately, as an informed citizen with a happy talent for composition and vehicles with which to reach an audience with my message, I do have some recourse in that I can make sure future clients of Apollo are aware of how much you care about existing account members (and their families).
Thanks for your time and efforts with this matter
JG
From: Customer Service [mailto:customerservice@apollopowerlight.com]
Sent: Monday, September 13, 2010 4:20 PM
To: Gonnet, Jonathan
Subject: RE: Problem
Jonathan,
Apollo is a caring company and we all have families like you do. We are sympathetic to your situation. In fact, it was important to all of us to make sure ONCOR got your power on as quickly as possible once we were made aware of your situation. We all checked to make sure your power was on September 8th, and ONCOR confirmed that it was.
Because of the weekend and the holiday (when ONCOR did not work and connect people) the timing of your connection was at the long end of the spectrum. It was still within the parameters that we gave you on the call. Yes, we pulled the recording and listened to the call to make sure you were treated with courtesy and told the correct information.
While I can understand your unhappiness with the timing of your power being turned on, we did everything that we could given the time constraints of the weekend and the Labor Day Holiday. Our Apollo Customer Service Manager, Amanda, tried to reach you by phone and left a voicemail.
As a company, we do care about our customers. We work in conjunction with a long list of pledge agencies throughout Texas who help our customers with their bills if they are having financial difficulties, and we keep people powered up on the promise of pledges from these agencies. We contact our customers three times before a disconnect order is ever sent and we try our best to treat our customers with the same humanity with which we want to be treated.
Jonathan, we appreciate your business and we wish you and your family the best.
Kindest regards,
Janet
Apollo Power & Light
Janet-
On paper Apollo may be the greatest humanitarian company in Texas. You help the less fortunate, you give 3 phone calls before cutting off power (though it would ring the hollow ring of a token if this is done with the same effort that was put forth in getting a hold of me), and you probably do your global due diligence and duty by using Green energy, but the fact remains that when given the opportunity to have a ‘corporate values of compassion or sense of community’ tire meet road, you didn’t even start the engine.
I understand that you feel like you, as a company, are compassionate because there are some corporate policies in place to help the less fortunate. I also understand, and it is readily apparent, that it nothing more than a nicely shaded, highly theorized umbrella with which to shelter yourselves from responsibility.
I am an unsatisfied, unhappy, and unresolved customer and I will have to do what I feel is right and that is to voice my concerns for those who currently are and who are thinking about becoming Apollo clients.
You don’t need to feel obligated to respond, but, again, thank you for your time and your attempts at reconciliation, but we can agree to be in disagreement.
JG
Sent: Tue 9/7/2010 4:13 PM
To: Customer Service
Subject: Problem
I need the attention of a supervisor. I created an account for electricity and 8 days later, my electricity STILL has not been turned on. This has turned in to a huge ordeal as my pregnant fiancé and infant son are stuck in an hot apartment without electricity!
My payment was received the 1st. It is now the 7th. The earliest I am able to cool my fiancé and son is the 9th, and that’s even at $100 extra!
This is an injustice and is morally wrong. Please rectify this situation immediately and have someone call me.
From: Customer Service [mailto:customerservice@apollopowerlight.com]
Sent: Tuesday, September 07, 2010 4:24 PM
To: Gonnet, Jonathan
Subject: RE: Problem
Dear Jonathan,
Thank you for your message.
I have sent your message to both our Operations Manager and also the President of our company. We will get your account situation figured out and someone will contact you.
Regards,
Janet
Apollo Power & Light
From: Gonnet, Jonathan [mailto:jgonnet@dallasnews.com]
Sent: Mon 9/13/2010 1:46 PM
To: Customer Service
Subject: RE: Problem
Janet-
I can understand and appreciate that due to the inclimate weather this weekend your company has probably been under more pressure and has been further stretched thin to accommodate and help the clients and accounts in the direst need of your immediate support or face financial or bodily harm. I am not an unreasonable man, I can appreciate that.
The fact remains, though, that it has been over 6 days since your email and I still have not been contacted, as promised, by anyone; you, the President, or otherwise.
Flash floods or not, I was left in the precarious position, with my fiancé and 8 month old son, of having no electricity and air conditioning in our one bedroom apartment in the sweltering days leading up to the relieving deluge.
I need an explanation as to why it takes 8 days to set up electricity. I need an explanation as to why a sales rep would tell me 3-5 days, if that were the normal business cycle and, most importantly, I need an explanation as to why Apollo's employee's were handcuffed to the rigid and unmoving policies, flying in the face of reason, rationality, and the possible harm of an infant.
I want just compensation for inconvenience and costs, whether through service or monies. My family had to relocate to an in-laws house one night and in a motel another. I can provide receipts if need be.
Please allow me an audience with a decision maker, the ear of a C-level executive or a manager that can make this happen.
From: Customer Service [mailto:customerservice@apollopowerlight.com]
Sent: Monday, September 13, 2010 3:13 PM
To: Gonnet, Jonathan
Subject: RE: Problem
Dear Jonathan Gonnet,
We are sorry to hear you did not receive our two voice mail messages regarding your account, and that you feel your account was not handled properly. After researching all dates and pulling the original 9/1/10 recording, we have found the following:
9/1: 12:13 pm – a call to customer service was received to set up an account again with an agreement to pay via ACE for normal service. During that call, you were asked if you wanted “expedited service for an extra $100,” which you declined. Additionally, the represented stated that it would be 3-5 business days for activation once payment was received.
9/1: 07:04 pm – a payment sent via ACE received.
9/7: call to customer service for verification of start date (09/09/2010).
Because your payment was received after normal business hours, 09/02/2010 is considered the first business day, leaving 09/09/2010 as the 5th business day since 09/06/2010 was Labor Day holiday. However, our records indicate that as a courtesy we cancelled this date and sent a request to move your start date from 09/09/10 to 09/08/2010. We received confirmation from Oncor that your services were activated on this date.
In regard to our customer service representatives and the policy in which they are required to follow, we understand that you feel they are rigid and do not allow the representatives any movement; however, start dates are based on the customer’s decision as to whether normal or expedite service will be satisfactory, and also timelines provided to us by Oncor. In your case, you did select our normal service and you elected not to pay the needed priority fee. At this time, we find we did begin your services as promised to you during your 09/01/2010 call.
Regards,
Janet
Apollo Power & Light
From: Gonnet, Jonathan [mailto:jgonnet@dallasnews.com]
Sent: Mon 9/13/2010 3:37 PM
To: Customer Service
Subject: RE: Problem
Janet-
Payment was made on 9/1. The fact it is considered 9/2 was not messaged. Regardless, if the 3 day, which one were to have a reasonable expectation of it being, were to hold true this wouldn’t have been an issue. There is not way to excuse payment being made on 9/1 and power being turned on 9/9.
While your records indicate that the power was started on 9/8, I am not so sure as I had to make other arrangements after being told by a sales rep it was impossible and the earliest possible, even with a $100 payment, would be 9/9.
Unfortunately, I’m sorry to hear that you don’t recognize Apollo’s responsibility and participation in the severe inconvenience of a family, and most importantly, an infant, and that you are unmoved.
Fortunately, as an informed citizen with a happy talent for composition and vehicles with which to reach an audience with my message, I do have some recourse in that I can make sure future clients of Apollo are aware of how much you care about existing account members (and their families).
Thanks for your time and efforts with this matter
JG
From: Customer Service [mailto:customerservice@apollopowerlight.com]
Sent: Monday, September 13, 2010 4:20 PM
To: Gonnet, Jonathan
Subject: RE: Problem
Jonathan,
Apollo is a caring company and we all have families like you do. We are sympathetic to your situation. In fact, it was important to all of us to make sure ONCOR got your power on as quickly as possible once we were made aware of your situation. We all checked to make sure your power was on September 8th, and ONCOR confirmed that it was.
Because of the weekend and the holiday (when ONCOR did not work and connect people) the timing of your connection was at the long end of the spectrum. It was still within the parameters that we gave you on the call. Yes, we pulled the recording and listened to the call to make sure you were treated with courtesy and told the correct information.
While I can understand your unhappiness with the timing of your power being turned on, we did everything that we could given the time constraints of the weekend and the Labor Day Holiday. Our Apollo Customer Service Manager, Amanda, tried to reach you by phone and left a voicemail.
As a company, we do care about our customers. We work in conjunction with a long list of pledge agencies throughout Texas who help our customers with their bills if they are having financial difficulties, and we keep people powered up on the promise of pledges from these agencies. We contact our customers three times before a disconnect order is ever sent and we try our best to treat our customers with the same humanity with which we want to be treated.
Jonathan, we appreciate your business and we wish you and your family the best.
Kindest regards,
Janet
Apollo Power & Light
Janet-
On paper Apollo may be the greatest humanitarian company in Texas. You help the less fortunate, you give 3 phone calls before cutting off power (though it would ring the hollow ring of a token if this is done with the same effort that was put forth in getting a hold of me), and you probably do your global due diligence and duty by using Green energy, but the fact remains that when given the opportunity to have a ‘corporate values of compassion or sense of community’ tire meet road, you didn’t even start the engine.
I understand that you feel like you, as a company, are compassionate because there are some corporate policies in place to help the less fortunate. I also understand, and it is readily apparent, that it nothing more than a nicely shaded, highly theorized umbrella with which to shelter yourselves from responsibility.
I am an unsatisfied, unhappy, and unresolved customer and I will have to do what I feel is right and that is to voice my concerns for those who currently are and who are thinking about becoming Apollo clients.
You don’t need to feel obligated to respond, but, again, thank you for your time and your attempts at reconciliation, but we can agree to be in disagreement.
JG
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