Apple

A couple of Thursdays ago, I posted a blog about my birthday (thanx again everyone). Then Vickie had a birthday and today I’d like to remind everyone of two more birthdays – both are about half my age and both are almost as important as mine. They’re the birthdays of whats, not whos. You either love or hate (or both at once) these whats.

On November 10th of last year, Microsoft^® Windows^® turned 25! Happy belated birthday, Windows. I’m sorry I didn’t send a card but I forgot while waiting to reboot (again). This year, coincidentally on my birthday (January 22 in case you want to mark your calendar), Apple, Inc.’s Macintosh^® computer, turned 25 too! Happy belated birthday, Mac^®, I’m sorry I didn’t send a card but I was loading the Slumdog Millionaire soundtrack onto my iPod^®.

Windows was really created in 1983, it wasn’t until 1985 that Windows 1.0 came around as a new product. My first experience was Windows 3.1, back in the early 90s. I remember moving very reluctantly from my trusty DOS version of Automenu to the scary Windows GUI (graphical user interface). It was so traumatic that I needed a techie friend to come over, install it on Vickie’s and my computers and teach us to use it.

Next we graduated to Windows 95, then moved up to the popular blue screen of death known as Windows 98. Believe it or not, I still have two laptops running Windows 98! I keep them to run some older programs I just can’t live without (no, one is not Pong). We passed through a couple of server versions and I advanced the users in Vickie’s growing company right past Windows 2000 to the best OS I’ve ever used, Windows XP. Now we have the SP2 version of Vista out (which shows it really is a good OS if you have enough computer power) and Microsoft is set to release Windows 7. All the reviews I’ve seen of Windows 7 say it will (eventually) knock our socks off (even though it’s really just SP3 of Vista).

Although Apple was started way back in the ‘70s, 1984 was the public introduction of the first Macintosh computer (which was the first computer to use a GUI as well as a mouse). Remember the cool “1984″ commercial that ran during Super Bowl^® XVIII? Most of you know I’m not a Mac user (although I did check my email on a Macbook Pro^® in the Apple store in Tokyo last year) so I have no history with them. I will tell you that I believe they’re some of the best computers built and have the best operating system on the market.

Today, technology has given Certified Legal Nurse Consultants many more choices than we had in the 80s and 90s. There are advantages to both systems and with the vast array of software available (like Windows for Mac) there’s nothing stopping you from using a Mac in your legal nurse consulting business. You won’t find Macs in too many big law firms but you’ll probably find them with solo practitioners and possibly small firms. Whichever OS you choose for your business or next computer upgrade, you’ll be in good shape tech-wise. Things will just continue to get better. You can look as cool as you want in Starbucks^® or for your kids – there’s nothing holding you back! One last thing – there are Mac viruses out there (contrary to popular belief), if you’re a Mac user check out this article.

A lot of things have come and gone since 1983/1984, Ronald Reagan, George HW Bush and Cabbage Patch Kids included. We’ve experienced the frustration and fun (hah) of Windows and Macs for over 25 years. Can you think of many other products, especially in the personal computing field, that have lasted that long while improving themselves? If you do, let me know.

Keep on techin’,

Tom

I just got home from the Great Christmas Migration of 2008. Tom and I are bicoastal. His family is in Pennsylvania and mine is in San Diego. Both demand our presence (and presents) at Christmas. This gives us plenty of chances to enjoy the fun of air travel and to meet interesting and helpful people along the way. This year instead of emulating the executives from the auto industry we decided to forgo taking the VMI company jet (Southwest, in our case), and instead flew our various journeys on a mainstream airline.

Christmas and the holidays are supposed to be the merriest time of year – so why is airline customer service the gloomiest? It starts with the smiling (not) faces at the airport check-in. The check-in staff is the frontline of the airline. They’re the first impression you get of the service you’re about to receive (or not). I’m sure that everyone has some part of their job they don’t like, but excuse me, sir, your job is to help me check in, tag my bags for the right airport, get them on the belt and tell me my gate number. If you don’t like that portion of your job, rotate to something else. Don’t make a face because my bag looks heavy or because I have two of them. Yes, I know you’re going to charge me to check them, but you don’t have to be so stern about it. I’m a customer not a prisoner (at least not until I board).

I think that being a nurse makes it difficult to sympathize with someone who’s upset about the fact that you asked for a second 4-ounce glass of lukewarm water. Look at what nurses do every day – change catheters, clean suppurating wounds and get sprayed by bodily fluids we shouldn’t discuss in mixed company (but still do). Some flight attendants really make me want to take their blood or at least stick them with an oversized needle. I feel like saying “Look lady, I asked you for a napkin – not to wipe my ass. Don’t act like you’re doing me a favor after taking 20 minutes to bring it. Yes, I know there are other passengers onboard, but right now you’re standing in the back of the plane kvetching about your upcoming layover in Poughkeepsie.”

It’s not just airlines that have bad service. Retail sales are down everywhere you go. ‘Blame the economy,’ you may say. If these retail employees keep it up, there won’t be any retail economy. I don’t know about you but I’m sick and tired of trying to give my hard-earned money to the lethargic, tattooed, multi-pierced cashier who’s on her cell phone. Or, the two salespeople talking to each other who act put out when you ask one of them to look in the back for a size 4. Try getting away with that type of behavior as a nurse. Can you imagine a patient saying, “Excuse me ma’am, I’m truly sorry to bother you, but I’m in desperate need of defibrillation. Would you please stop chatting about your ex and shock me back to life?”

In contrast, here I am at the Mecca of customer service - the Apple store on 5^th Avenue in New York City. Like an airline, this store is open 24 hours a day and there’s usually a line to get inside. Unlike an airline, people wait patiently, even expectantly, because they know that once they get inside, the experience will be extraordinary. When’s the last time you heard someone say their flight or shopping experience was extraordinary unless they were talking about the extraordinary prices?

Apple sets the highest bar for customer service (plus the store is mad cool inside). Sales staff help you with your purchase and stay with you until you’re done shopping. They accompany you to the checkout line or point out one of the roaming check-out staffers who comes conveniently equipped with a wireless credit card machine. You walk up to any one with your purchase, joyfully swipe your credit card and get on your way without a hassle. My receipt is emailed to my BlackBerry^® before I’m out the door!

Even if you don’t buy anything, staffers will patiently answer any question about all the cool stuff on display (and you get to play with it as long as you want). You can even make an appointment to bring in your computer, iPod or iPhone that you already paid for to get whatever service or training you need, including how to turn it on. The entire experience is exhilarating from the time you walk in until you leave. It makes me want to turn my whole office into Mac users. (Just kidding, Tom.)

I live by my rule, “do what’s right, not what’s easy.” A legal nurse consultant was complaining to me about something her attorney-client wanted her to research. He was off-base but demanding about it. She got angry with him and it may have cost her the relationship. I wanted to support her, but I couldn’t agree with her and said, “Remember, the attorney-client isn’t always right, but he’s still the attorney-client. Just be grateful he didn’t ask you to wipe his butt. If he’s paying you to do a job, it’s your job to do it and your duty to do it with a smile on your face (if not in your soul).”

Certified Legal Nurse Consultants exist because of our customers, attorneys. Aim to be more like an Apple store than a lemon airline.

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