The Cart Before the Horse

Today on msnbc.com, I read an article (written by Philip Rucker, Washington Post) about health care reform and one of the problems not being talked about enough. I have been preaching this problem since day one.

Click here to read the entire article: "Reform May Exacerbate Country-Doctor Deficit; Small-Town Reality: Even With Insurance, You Need Somewhere To Go"

The article discusses the dilemma of providing insurance for millions of people and then those people calling for a doctor appointment -- when there is a shortage of doctors. "A physician shortage has long plagued rural areas. Young doctors saddled with medical school debt are more often drawn to such lucrative specialties as radiology or anesthesiology in big cities or suburban areas, where they can earn double the $120,000 to $140,000 salary of a rural family practitioner."

"But if some or all of the estimated 40 million uninsured Americans become covered under health-care reform and suddenly seek general doctors for physicals and other everyday medical issues, experts say need and supply would collide."

"It's a crisis," says Wayne Myers, a doctor and former director of the federal Office of Rural Health Policy. "The larger picture goes like this: Half the doctors ought to be in primary care, and about a third of the doctors have been in primary care."

"Anticipating the shortage, members of Congress included incentives in the health-care bills, including a loan repayment program to train more primary care physicians and an expansion of the National Health Service Corps to get more doctors to underserved areas."

"The system's going to be overwhelmed when everybody's insured," Dr. Ben Edwards says. "We're putting the cart before the horse. You've got your little insurance card and there's no doctor to show it to -- or you have to wait eight weeks to see one."

Shouldn't we fix this problem BEFORE we add millions to an already strained and ineffective system?

Building Furniture is fun ... and painful

I love the IKEA store in Charlotte, NC. We went there before Thanksgiving and bought lots of great stuff including bedroom furniture, a dining room table and chairs and an entertainment center. Problem is all the stuff has to be assembled ... by us. I am having so much fun assembling it ... and am pleasantly amazed at how well everything fits together. Of course, everything is held together by screws and that screwing motion is killing me. Yesterday, I assembled a bench that had more than 50 screws. Each and every turn of the screwdriver increased the spasms in my back. Even with extra pain medication, I felt it all night. This morning I am still aching. Even though I see those boxes of unassembled furniture, and want so much to build more, I am forcing myself to rest today.

Of course the resting includes dusting every CD before it goes into its new storage bin. And that dusting motion is back and forth with the same muscles I overused yesterday. Sometimes, I get SO frustrated.

Rest is important right now because I am counting down to the birth of my first grandchild in about 10 days -- I'll need all my strength!

What To Do With the Old Medications

This has been a question of mine for some time now. Several years ago, I was given an incorrect prescription of an opiod for pain. I knew it was incorrect and wasn't going to take any of the pills. But what do I do with that medication? Throw it in the garbage and have the potential for someone else to get their hands on it? I guess pain sometimes negates rational thinking because at the time I never thought about flushing it down the toilet. And if I did, I might think -- and pollute our water?

Well, the FDA has provided the answer with updated guidelines on how to dispose of medications. There is a list of medications that are OK to flush. If a drug is not on that list, the best way to dispose of it is to crush it and mix it with something gross like kitty litter. Now that makes sense.

Read the article here: Disposal by Flushing of Certain Unused Medicines: What You Should Know

Now you know too! I'm off to a chronic pain support group -- a new one that meets less than a mile from my home. It's at a local wellness center. Today's topic is water therapy. I'm always interested in finding new ways to deal with pain.

I got my H1N1 vaccine - grandson due in 5 weeks

I'm now medically prepared for the arrival of my grandson mid-December. Today I got my H1N1 vaccine. Last month, at my regular doctor appointment I got the seasonal flu shut, but finding the H1N1 vaccine was a lot tougher.

My pregnant daughter was part of a study of the vaccine in pregnant women. So, she's pretty serious about making sure everyone who comes in contact with her son is healthy.

I've been waiting and watching for weeks to find the vaccine around here. Wake County, NC, did hold a few clinics earlier this week, but they were only open to certain groups of people. I actually fit in the priority list -- I will be helping with a newborn, but it's difficult to stand in line (besides my pain being a deterrent) when I'm not pregnant or don't have a small kid.

Finally, my doctor received a small number of vaccines and knowing about the coming grandson, I made her list. Hooray for primary care physicians who care!

Now, I'm protected and counting down the days till I'm a grandma!

American Pain Foundation -- can I help?

Last Friday, I spoke with Darisse, North Carolina's volunteer leader with the American Pain Foundation. She was a captain in the Army and a helicopter pilot until she hurt her back. Like me, she feels that the chronic pain has forced her to re-look at who she is now. I enjoyed our conversation and want to work with people like her.

Why the APF? I like their web site and believe in their mission and vision. The organization has been around since 1997 and serves people with pain through information, advocacy and support.

Is there anything I can do to help? Darisse is looking for people to help spread the word in NC. We had a great talk and I got very excited about the idea that I could help and maybe make a difference to someone who is struggling with pain. Then I started to look at their web site again.

Where to start? What can I really do? It's almost overwhelming. I definitely think now (finally) I can be a positive representative of "People with Pain" and just need to find my place. I'll keep looking for my specific place.

For now, I hope you will take a minute to visit the American Pain Foundation's website, because like they say -- people with pain have a right to timely, effective, appropriate pain management.

A web site finally ... mostly

Welcome to the T5 website ... finally. I've been working on this site for months. Motivation ... lacking. Direction ... lacking. Purpose ... lacking. Talent ... diminshed. I could have titled this "I'm not as smart as I used to be." I used to whip out projects that involved writing, creativity and details. Not so much anymore. I decided to upgrade from the lackluster FrontPage for web site design to the most popular tool -- Dreamweaver. Wow. I sucked it up and bought the entire Creative Suite. It can do anything ... if you can figure it out. Finally, I figured out ... the basics.

Current status on T5, the book? The book is written and I am doing my final editing before turning it over to a professional and unbiased editor. I had put the manuscript on the shelf and was contemplating if just writing it was enough ... or did I really need to print/publish it. I've decided. It's time to at least print enough copies for friends ... and then get started on my next project (I already have the name, but I'm not telling yet).

The blog? I always have something to say about my back, but since I was just writing for myself, I put it in my journal instead of a blog. Now that I'm ready to move on the actual book, it's time to get back to blogging about T5.

The web site? Too many details in html for me. You forget one letter or make one typo and the whole site doesn't work. Way too much brain power needed for a person in pain. It's amazing how much energy I spend on pain and trying to control it which results in me not being as smart as I used to be. I just don't think as detailed anymore. But I got a simple site published and now I'll take on the task of upgrading the site ... a little at a time.

How's my back? Seeing as the last two weeks have been overwhelmingly gray (as opposed to sunny and bright), I'm struggling, but this morning as I look out the office window, I see sunshine, so maybe today is MY day. Hope yours is great.

No Enjoyment from a Simple Glass of Wine

I longingly remember the days when my husband and I would enjoy a glass of wine, or local wine tastings, or visiting wineries. No more.

Last weekend my husband bought a bottle of wine sure to please my sweet-leaning palate. Yum. We were hanging out with a plate of crackers and cheese and one glass of wine. It tasted wonderful. It was fun. It was simple enjoyment.

20 minutes later and I was sound asleep. The room had been spinning and I couldn't move. Can't a girl get a break and one evening of enjoyment? Not me. I take an opiate pain killer to reduce the chronic pain from my broken back. I would never drink much and certainly not in a public situation, but I just thought I could get by during a simple evening at home with my husband. Not anymore. Not even one small glass of wine is OK these days.

I know, it's not the end of the world and there are plenty of other things to enjoy. I know I'm whining. Sometimes I just have to say it. Living with pain is no fun! OK, I'm over it and ready to move on and enjoy the day -- without the wine or whine!

Weather Changes Mean Body Changes

It's gray again today. The weatherman says that later today the sun will return, along with wind. That's means the barometric pressure is changing and my body is feeling every change ... and not in a good way.

Also adding to my current body challenges is my firewood pile. Last Friday, I got firewood and stacked it neatly. I knew I would pay a price for my efforts (but sometimes you have to be willing to pay a price to get things done). The price I am paying is lasting longer and more intensely than I expected. I'm going to have to rethink the firewood trip next year.

I even resorted to taking a muscle relaxant, along with an extra pain killer. I'm not happy with my body today and realize that even if I WANT to do something fun, I really NEED to just rest and recuperate (and maybe make cookies for my wonderful husband -- but I promise I'll use the electric mixer and not do the mixing by hand which adds to the back spasms).

To Do and Hurt ... or not

Is it better to sit around and do nothing and have controllable pain or be in intense pain while doing something and having fun?

That's my question. I've spent the past couple days mostly sitting around recuperating from a busy week or so. Just sitting around. Not doing much of anything. Not standing or walking very much. No lifting, bending, reaching. Limited activity. And truth is, the pain is on the lower end (that's still after the prescription pain medication -- at the end of the 12 hours, since the last dose, the pain returns). But, I'm bored.

Then I decide to do something. Today it was re-pot a couple plants, clean them up and prepare them to come inside for the cold season. 20 minutes or so and the major ache and pain erupted. Spasms. Sore. Burn. It's no longer the low-grade ache in the background. I'm counting down till 3 pm when I can take my next pain pill. But, besides the result -- the pain -- I had a little fun. And even if it was only for a few minutes, I did something I enjoyed. There was purpose. There was accomplishment.

So I ask again -- is it better to just sit around, do nothing and keep the pain under control or enjoy life a little, do something and hurt (a lot). Maybe there's a middle ground -- I haven't found it yet. I'll keep looking.

A busy couple weeks

I've been busy. That's my excuse for not posting. And I have several stories to tell, but first I must take time to recuperate from being so busy.

Here are my highlights: I spent 3 days in Greenville, SC with a friend from a chronic pain meetup group. She was seeing a specialist for RSD and was alone in SC. I decided I could lend a hand and provide some companionship. In 3 days, with a new doctor and special care I could see a big difference in both her mental attitude and her physical well-being. Hooray for doctors who care.

I rested a day and then headed to Charlotte, NC to see a friend from high school perform. Glen Burtnik and my brother were in a high school band together. Glen has gone on to perform solo, in Beatlemania, ELO and Styx and has several albums (I guess they are actually CDs). It was fun to see Glen. Some day I'll try to post video of his performance.

Between driving, standing, walking, sleeping in hotels, shopping, etc. -- I'm exhausted and in pain. So, now I'm going to rest ... and contemplate how to shop at IKEA. I went to the Charlotte IKEA store and loved, loved, loved it. But, after a quick 45 minute painful walk-through I knew I needed to be better prepared before I spent real shopping time there.

New Windows Make A Difference

Last Friday, we got our sunroom windows repaired/replaced. I am happy to endorse James at http://www.window-wise.com/. He did a great job and new windows make a ton of difference. The room is so much more brighter.

The down side is that the window framing/edges need to be painted. OUCH! It's not heavy work, but taking a little paintbrush and going up and down repeatedly hasn gotten the best of me. One window done --- 8 to go. After that one window, I had to quit. Took a painkiller and waiting for that to kick in. Guess the project will take about a week -- One window or so a day. Oh, the pain of being in pain.

Last Saturday, I went to a chronic pain meet-up group called Chronic-Connections. Great group! More on that later. For now, one topic we discussed was: it all starts at the top. Whatever temperament the doctor has with the patients is pretty much how the entire office interacts with patients and vice versa. My takeaway -- if the front office or phone person treats you poorly -- don't even bother making an appointment, the doctor sets the tone and if that kind of behavior is tolerated, he/she (the doctor) will probably treat you the same way. That will save me on wasting time with pathetic doctors who don't really care about their patients. It had to be said -- not all doctors are good with people.

Appreciating the better days

Fall is definitely on the way. The past couple weeks have been full of gray days and seasonal changes. That means havoc in my body. I journal regularly and know that there are better times of the year for me (that's why my mom says I should move to Arizona where there aren't as many weather cycles). It's not fall yet; it's not even cold yet; but the changes are happening and I can already tell.

How come so many of us recognize the not-so-good days before we recognize the better days? Next spring, I am going to appreciate the better days as soon as they happen.

This year, I spent a couple weeks wondering if these were better days or just my imagination. I spent time rationalizing what I was feeling. I questioned if what I was feeling was real. Now, I realize that I need to treat the better days the same as the not-so-good days -- accept them immediately.

It might sound like a small thing to many of you, but for me, this is a major breakthrough. Have a good one!

The day after a long weekend and I'm still struggling with the pain. Again yesterday, I pretty much just sat around. I figure that part of the increase in pain is due to seasonal changes -- fall is definitely in the air here. (big sigh) So frustrating.

Then I read an article titled "Spine Fracture Treatment Fails Test" (click here to read the article). The article says that vertebroplasty, a treatment for spinal fractures that is rapidly growing in popularity, may not be all that it's cracked up to be. My original doctors offered this possibility when I broke my back. Although I don't remember that discussion (I think I was in shock over breaking my back), I never had it done. At that time, non-invasive, more conservative treatment sounded like the better option. I'll never know if it would have worked for me -- it's too late to even try now. No one could ever give me guarantees or even high odds for this or any other surgery, so I chose no surgery.

Sure, it could have helped and made me better -- or it could have failed and made me worse. I am who I am.

Paying the Price for Pine Cone Fun

Wow! I hurt. A lot.

Yesterday, I spent a couple hours sorting through a couple big bags of pine cones. I mean, pine cones ... they are light. It's not like I lifted heavy weights or did a huge amount of work. I just picked up a pine cone, cleaned it and put it into a box. About halfway through, I took a break and took 15 mg of my pain medication. Feeling better, I went back to my pine cones. When done, I sat down and realized that the pain had increased. I took another 15 mg of my pain medication (I'm prescribed 30 mg a day, as needed, so this was within a regular dosage). I could barely lift my arm the rest of yesterday.

Even today, I'm still paying the price with residual pain. Haven't done a thing all day. No pine cones or anything. Rest is the only activity allowed (except for watching the NASCAR race on TV tonight). So, I'm paying the price today. All because of those pine cones. Kind of frustrating.

The One Day I Appreciate My Well-Endowed Chest

There is one day a year that I am really glad that I have big breasts. Mammogram day. That was today. At least when I get my mammogram there is something for the technician to grab on to, place on the X-ray table and smash down. I can’t imagine being itty bitty on top during a mammogram. Small chested women would require extra pulling. Then when the top plate lowers to the table to flatten the chest, all I can see is a major pinch. Not with me. A firm, but not painful smush is all I encounter.

Truly, get a mammogram. It’s not a big deal and it provides vital screening. I go to Wake Radiology in Cary, NC. They are compassionate, subtle and quick.

So, thank goodness for my abundant chest – at least today!

September is Pain Awareness Month

This information is from the American Pain Foundation.

All year, the APF works with people and organizations across the country to build a united movement to improve pain treatment, raise awareness, dispel tragic myths and spark much needed change in order for people to get the pain care they deserve. This September, activities will be taking place across the country to highlight the effects of undertreated pain on people with pain, families, at workplaces, in the healthcare system, in diverse communities and the tremendous benefits change can bring. Visit their website: http://www.conqueringpaintogether.org to learn more.

On this site you will find an online petition, information about what others are planning and an easy-to-use toolkit with materials to help you take action in your local community and be part of this nationwide movement to improve the treatment of pain. We are especially excited to launch the first ever National Day of Action on Saturday, September 26th, 2009. On this day, we hope you and your community will join us and declare, “I commit to improving access to appropriate and effective pain care for all!”

This charge is being led by APF’s Power Over Pain Action Network (POPAN). The network is made up of people with pain, caregivers, healthcare providers and advocates like you, who are committed improving pain care for all. Please visit http://www.popactionnetwork.org/ to learn more about the network.

Happy ... Sad ... Mad? What am I?

I had a good visit with my counselor today. During part of the session, we talked about being happy. Since then, I've been thinking about happiness and other emotions. In my book, I write about a nurse (who should not have been diagnosing me) who said I was depressed. She actually tried to talk me into depression. What a crock!

Sure, there are times I feel sad. But mostly I'm happy. I never took the broken back too seriously. Although it does impact my life (a lot!) and it's even my main focus at times, the pain doesn't make me sad. If anything, it makes me mad (angry) at times. I'm mad I hurt. I'm not sad I hurt.

I'm just a happy person -- one who has to think about stuff to get angry. Stupid people can anger me. Healthcare reform can anger me because I think the current push is reforming the wrong stuff (or actually stuff in the wrong order). But, healthcare is another story. Red tomatoes with no bugs in my garden makes me happy. Moonglow flowers (that bloom at night) make me happy. Thinking about being a grandmother (due mid-December) makes me happy. Making bread mades me happy. Lots of little things.

I'm happy a lot more than I am sad or mad and that makes me happy! Have a happy day!

Wachovia Sending My Money to the Wrong Place

Stress is not good for pain. I spent a good chunk of time this morning on the phone with Wachovia Bank. Somehow (they could not explain) they sent my Verizon payment to GM Auto Financing. I used on-line bill pay through Wachovia to pay my Verizon bill; I have NO account with GM Auto. I have no idea how or why Wachovia sent my money to GM. The only way I found out about the bank’s mistake was GM Auto wrote me a letter asking what account I wanted to put that money toward?

Of course, the people at Wachovia didn’t want to take responsibility for their mistake. They blamed it on the outside company that administers their bill pay. Now, I do believe that Wachovia should be all over this outside company, but that outside company means nothing to me. I go to the Wachovia site to pay bills and it comes out of my Wachovia bank account. To me, the problem is Wachovia.

After endless time on the phone, Wachovia said they would take care of it and get my money back from GM Auto; pay Verizon (including all late fees at their expense), write me an apology, etc. IF (big IF) they do that to my satisfaction within three days, they might continue to be my bank. BUT (big BUT), how can you trust a bank that sends money to the wrong place and doesn’t even know they did wrong and refuses to accept responsibility? Step up Wachovia and stop causing stress in my life. It hurts my back to be on the phone so long AND be stressed.

Sitting around on a gray day

It’s another gray day. We’ve had pop-up thunderstorms or just regular rain every day for about the last week. Gray days are no fun for me. Gray days mean more pain. Some people say it’s the humidity or the precipitation. I say it’s the change in the barometric pressure. Oh, well. Whatever. So, even though I’m feeling and acting gray, there is a beautiful hummingbird outside my door on the back deck. She flutters between the red hummingbird feeder full of sweet nectar and a couple plants with red flowers. They are so small and graceful. I think I’ll just sit and watch the hummingbird enjoy the gray day. Life isn’t so bad, is it?

I like pine cones

I like to do crafts and currently I’m doing crafts with pine cones. This year is an especially good year for pine cones – there are new ones dropping every day. I’m making pine cone trees, candle holder centerpieces and decorated Christmas trees from a single pine cone. I also make fire starters, coating the pine cones with melted wax. They are great for starting fires. On line I read about making pine cones that burnt in different colors which involves soaking the pine cones in different chemicals. I tried a few different versions and they did burn differently – kind of. But, it wasn’t worth the effort and the mess, so that idea is done.

The problem is my heart and head want to make pine cone crafts all the time. My body doesn’t allow it. The crafts involve lots of arm and back muscles and sends the pain level up dramatically within minutes. So, I tend to visit my basement craft area a couple times a day – but only for up to ½ hour at a time. Fun comes at a price.

Friends and family – expect pine cone Christmas decorations this year. I’m even looking at selling them on etsy.com. Time will tell.

Owie! A new pain scale - I like this idea

Anything with “Owie, it hurts” in the title catches my attention like a recent posting on MSNBC. The article, written by Linda Carroll, discusses a new tool that helps doctors understand the pain you are in. As I have complained about before, those 10-point pain scales really don’t make sense to me. It is way too subjective and confusing.

Now there is a standardized, computerized scoring system called Patient Reported Outcome Measurement Information system (PROMIS), which includes 120 questions specific to pain, as well as hundreds more dealing with anxiety, depression and fatigue.

This article agreed with me saying “Everybody experiences and copes with pain differently. One person may feel only a little discomfort, but resists performing daily chores such as unloading groceries for fear of making it worse. Another may report significant joint pain, but still go full speed on the treadmill.” That’s me exactly.

I look forward to when this pain scale is used to provide more realistic, and accurate pain measurement. To read the entire article, click here.

A litle background on T5

Since very few have read my story yet, I guess I should give some background. On August 9, 2003, I broke my back in a freak tree-cutting accident. It was diagnosed as a T5 compression fracture; it really was a life-changing event. I went from a fun, spontaneous, and ‘let’s do it’ kind of woman to a low-energy, chronic pain sufferer who doesn’t do a whole lot.

Over the past six years, I’ve spent a lot of time and effort trying to fix the back injury. I’ve seen the good and the really bad sides of our healthcare system. I’ve looked into all kinds of alternative therapies. And now, I’m working on me. I’ve found it’s all related.

This blog, while addressing some of the past issues, carries the book into today, tomorrow and beyond. I invite you to join me on the journey – the continuing saga of T5.

Welcome to my re-focused blog

The book - The Continuing Saga of T5 - is written. That doesn’t mean the work is done … just that I’ve gotten my words down on paper. Now it’s time for outsiders to read and edit. Then, I’ll decide if I should search for a traditional agent and publisher … go the self-publishing route … simply print it myself … or just put the manuscript away. The therapy of writing has already occurred. What’s next will happen as it happens.

I used to focus this blog on customer service experiences in my life. Now, I find it is time to re-focus on the T5 saga. Of course, customer service in the healthcare field will be part of that, as will everyday activities; however, here is where I plan to continue talking T5. Welcome to my re-focused blog.

The door is locked

Yesterday, my husband and I were doing errands and stopped by Wendy's for a late lunch. We walked up to the door and it was locked. What? Are they closed? There's cars at the drive-in. They can't be closed, can they? We looked in the tinted windows. Only one person sitting in the dining room -- an employee. We knocked on the windows. She looked at us and then looked away. We were about ready to leave when my husband walked around the building to the other side. That door was unlocked. He walked in. He came over to the other door and tried to open it for me. It still would not open. No one came to help. I ended up walking around to the far door and going inside. I immediately went to the counter and asked for the manager.

After a couple minutes, the manager arrived. I asked if she knew the door was locked. She said yes. I said that if the door wasn't working, she should put a sign up saying so and telling people to use the other door (instead of leaving). I asked if the restaurant was required by law to have two working and unlocked doors. She said yes. She acted like the locked door was my problem and she didn't want to be bothered with it or me, but she hurried over to the locked door and messed with it. Whatever she did at the top of the door worked. The door was now unlocked.

Guess she didn't want me to call the fire department to enforce the unlocked door requirement. Geez, people. Would you please think about your customers. Make it easy for them to spend money at your business. And if a customer has a concern, the least you could do is act interested.

I'm not a Wendy's fan anyway (my husband is). I don't like their french fries. And, if they act like they don't like me or don't want me around, no problem, I'll go somewhere else next time. Customer service is about the customer!

A simple light bulb -- I knew it!

Last week, my right turn signal in my truck started flashing extra fast. This means it doesn't work. I know that. First, I changed the turn signal fuses (yes, I know how) -- that didn't work.Turns out the right tail light wasn't working. How come when I'm not looking for an auto parts store, I see them everywhere, but when I'm looking for one, I don't pass by one on any of my errands. Then yesterday, I saw one of those old fashioned, hole in the wall auto parts store in downtown Apex, NC. I pulled in. Dirty, old, not my normal kind of store, but I figured, hey, these people would really be helpful and provide good service. I asked for a rear tail light for a 2001 GMC Sonoma pickup. The guy looked it up and went to a bin and pulled one out. It wasn't in a package. It was just a lone light bulb. It cost $1.33 (including tax). So I bought it. I went home and followed the user's manual directions for removing the tail light and inserting the new bulb. Replaced the tail light -- the turn signal still doesn't work. Bummer.

Now I'm thinking it's something more than just a burnt out bulb. I call my favorite auto repair shop, Apex Autoworks, and make an appointment for first thing this morning. I tell them I'm going to wait and if it's something that needs a while to fix or a part order, I'll bring my truck back another time. I wait about an hour and the tech returns my truck with a signal that works.

It was the light bulb. He showed me the bulb I put in (that I bought 'new' yesterday). It had a burnt spot in it. His new bulb did the trick. He told me that sometimes even new bulbs are bad, but I'm betting it was the inventory at that old, dirty store where bulbs aren't even kept in packages.

So, I wasted time and money. I spent my original $1.33 plus the $14.56 that the auto repair shop charged. I think Apex Autoworks charged a very fair price and are quick, helpful and always friendly, but still -- I knew it was the lightbulb and I can fix that myself -- if the light bulb would have worked!!!!

Kohl's makes shopping cheap easy

Today, I am recuperating from my husand's shoulder surgery -- actually he is recuperating, but I did all the worrying for both of us. Before I talk about the surgery, I want to talk about the prep. Mike was going to need some BIG shirts to get on over his immobilized shoulder in a big sling. I didn't want to spend a lot of money, since the shirts would only be used for a few weeks. So, I headed to Kohls -- with my 15% off coupon. My first stop was the clearance rack of menswear. I found several button down XXL shirts ranging from $3.60 to $7.99 -- and that's before the 15% off. Then I went to sportwear clearance where I found a couple of sweats for $7.99 (wanted to make that easy too). My final stop was women's wear for a new shirt for me (have to have something new, soft, comfy and cute to wear to surgery. For less than $50, I got 1 shirt for me, 2 sweatpants, 1 sweatsuit jacket and five or six shirts for Mike. I did splurge on 1 XXL t-shirt with Oscar the Grouch on it that read: I wear this shirt when I am grouchy (figured the pain would drive him to grouchy at some point -- and deservedly so). I love shopping at Kohl's especially when I don't care about the look or the durability and only interested in price!

Today's milk shake moment at Fresh Market

I spent most of the morning at a hearing with the NC Board of Chiropractic Examiners. I filed a complaint about an area chiropractor for unprofessional/unethical treatment/care/business processes. It should never have come to this but the doctor obviously never read "The Milkshake Moment" and she forced my hand. But, enough on that torturous activity (for now).

On the way home, I stopped at The Fresh Market because my husband requested fish for dinner (he asks, I deliver!). While in the meat department, I also asked for some bacon. Do I choose market style at $4.99/lb or applewood smoked at $7.99/lb? Both people behind the counter gave me an opinion and explained the difference (one cooks more crispy, the other more chewy -- who knew?). A woman standing next to me (who I want to adopt as my local mom - my real mom is wonderful, but too far away) gave me her recommendation. I accepted her recommendation and asked for a pound of the market style bacon. The employee got me a pound of bacon and then gave me a couple strips of the applewood smoked in a separate package AT NO CHARGE, so I could taste test for myself. Wonderful! I will do just that and definintely buy more from them in the future.

Now to checkout. The young man at the checkout counter saw a woman standing past the cash register looking not completely happy. He asked her if he could help her -- she started complaining about something she bought (I couldn't hear the conversation, it didn't matter, it was his reaction). He asked me if I could wait a minute while he help her (she was there first). I said sure and then with no questions gave her a refund, told her to keep the product anyway and told her to go back to the deli and gave her instructions on how to get the deli employees to give her what she really wanted. He didn't call a manager. He didn't ask permission. He did what was right for the customer and still was polite to me while I waited. That's the way it should be done. That's why I shop at Fresh Market even if it costs a little more.

Hooray for these Milkshake Moments!

The Milkshake Moment (Recommended Reading)

I just finished reading "The Milkshake Moment" by Steven S. Little (John Wiley & Sons, 2008). I recommend business people read this whether you are the leader or the employee. The subtitle is "overcoming stupid systems, pointless policies, and muddled management to realize real growth." The book does a good job talking about milkshake moments -- the times when employees are allowed to do the right thing (or not) to improve customer service. Think ordering a milkshake from room service at a hotel even if that precise item is not on the menu. They have milk, ice cream, a spoon, a cup and a mixer, but the person on duty can't figure out how to give you a milk shake because the 'manual' says they don't have one. It's a simple read and even though not mind-blowing information, does a good job of giving the reader a real dose of what is and what could be when it comes to customer service and growth. People who know me personally know milk shake moments are what I live for. I'll keep this book on the shelf and refer to it regularly.

Target Stores Differ in Level of Customer Service

Last week I was in Nashville, Tennessee. Sitting in the airport I realized I forgot my cell phone charger. One of my first stops in Nashville was the new mall/plaza in Mt. Juliet. Naturally, Tennessee doesn't have Alltel, so I went to Best Buy -- no compatible charger. I went to Verizon since they just bought Alltel -- no compatible charger. So I went to Target. I ran in and found a charger for my old Kyocera phone that charged in the car. Hooray! Jumped in my car; plugged it in and went on my way. Hmmmmm. The phone wasn't charging. At my next stop I played with it and found that there was a short in the wire. By now, I was on the west side of Nashville and went to the White Bridge Road Target. I ran in and told Elsa at customer service that I wanted an even exchange. She processed the return; kept the broken charger AND my receipt and said I should head back and get another one. I asked to have my receipt or something so in case she was on break, I had some proof. She said not to worry. I ran back to the electronics department. The young kid there asked if he could help and I told him what I needed. He handed me the package and I took off for customer service without looking closely at the package. Of course, Elsa was on break, but another young kid, did whatever needed to be done and sent me on my way.

Out in the car, I rip open the package and realize that this is NOT a car charger but an AC charger for the correct phone. I was still in the parking lot, so I headed back into the store. The same kid, Marcello, was there. I said I just wanted to do an even exchange because the guy in electronics gave me the wrong package and I was too rushed to check it. He said he couldn't return the item for 24 hours. I said I didn't want to return anything, just wanted an even exchange. He said no. I wasn't even mean or rude or anything (yet) and simply asked for the manager.

He called over a young woman and said, "Please take care of this woman and get her out of my face." Yes, he actually said that in front of me. That about sent me over the edge. She said it was a company policy not to process more than two returns in 24 hours. I explained the situation. She didn't care. So I asked for her name and for the general store manager.

She refused to give me her name (the store manager did tell me it was Condra). The manager, Byron, listened intently to my explanation. He apologized profusely and from his body langugage, Marcello was going to receive a lecture when I left.

Byron said he would find a way to get me the exchange, but I said since he was sincerely apologetic (at least he acted that way), I would follow store policy. I bought the right charger.

24 hours later, before I went to the airport, I visited the intial Target store and returned the wrong charger and expained my story. The employees at the Mt. Juliet store were flabergasted and the policy and the attitudes of the employees at the other store.

I have the store number and all the names and plan to contact Target headquarters. "Get her out of my face." I don't think so. Well, actually, I think that's exactly what I will do. I plan to skip Target shopping for quite some time after that experience.

Love the values at Kohl's ... but not the cashier's authority level

I just got home from shopping at Kohl's. Kohl's is one of my favorite stores. It's not that trendy. It's not extremely high quality. It's nothing fancy. But I can always find something new there -- from jewelry to clothes to housewares. And, it's always a great value ... especially when you use their credit card with their special savings coupons. I just got my newest coupon -- 30% off (usually coupons are 15% off; they must miss me so they sent me a 30% coupon. It worked!)

I went specifically to get something for my daughter and son-in-law for their upcoming wedding anniversary, but I can't tell you what in case they are reading this. Of course, while I was there I found other stuff on clearance -- a couple kitchen chair cushions, a couple shirts and some cute shoes.

The shoes were a pair of green plaid Keds -- simple flats for casual wear. They listed for $39.99, but were on clearance for $8.99. Add on the 30% and $6.30 isn't a bad deal.

Checking out was the hard part. The shoes did not ring up. The cashier said it was a wrong UPC. No matter what she tried to enter, she couldn't get it to ring up. She called the shoe department and we waited ... and waited. She gave me that look that said -- do you really want these bad enough to wait. It wasn't that I cared about the shoes that much, but I wanted to see how the Kohl's employees would handle the problem. We waited some more. I said, it was the last pair, it was on clearance, inventory probably didn't matter on this item and there must be a way to ring up a generic item since it was now a low-cost, out of inventory item.

No, of course the cashier can't do that. So we waited some more. Another employee came by and she asked him to open the other register so all the people waiting in line could be helped. While he was ringing up people he said she should call someone else. She saw this other guy (who turned out to be the assistant manager) at the other entry registry. So we waited some more. Finally, she saw him finishing up over there and called him over. But she didn't tell him there was a problem so he seemed to take his time.

When he got there, he simply pushed in a few numbers and viola, I had my inexpensive shoes. You would think that:

• the shoe department would have called back quickly
• the assistant manager would have been there quickly
• someone could have given the secret code over the phone

or even, how about this:

• the cashier know the number or be able to make a decision to help the customer immediately.

Just a thought. I'll still go to Kohl's for the values, but my respect for the company has definitely lowered. Why can't companies think like customers and do what's right?

The art of buying a new car

Yesterday, I test drove a couple new cars. You would think that since the auto industry is in a world of hurt, the dealers would do everything in their power to exceed customer expectations.

I've done my on-line research. I'm looking for a small car, nothing fancy (no vanity issues here), just to tool around town in. My criteria:
1. comfortable seats and headrest
2. center armrest (1 and 2 are the most important because of back issues)
3. decent gas mileage
4. automatic headlights (I guess I could learn to turn of/off lights again, but I haven't had to do that for 10 years or so, why start now)

I don't think I'm too demanding. So, how did it go?
1. Chevy Aveo - no center armrest. No sale.
2. Pontiac Vibe - I asked for a test drive. Took quite a while to find someone to help me. He wanted to ask all kinds of questions about style, color, etc. I said didn't matter at this point, just want to drive. Finally, he picked a silver Vibe parked right out front. Turned the key -- the car didn't start. He said the problem was it was too cold. Not buying it -- it was 45 degrees at the time. So, he started the process to find another car to drive. Took over 10 minutes while he searched -- even though they had 30 Vibes on the lot. Another employee told me not to worry about the car not starting, it happens because they don't drive them regularly. People -- a car not starting is NOT a good way to show how reliable it is. It certainly doesn't make me want to buy. I did test drive the car. There are automatic headlights - 1 point. But the seat, headrest and arm rest were only so-so. That's what I told the salesperson who then tried to talk me into a Pontiac Torrent. Did he not hear -- small car. I asked for his business card. It took him another 5 minutes to go somewhere before he could give me a business card. I thanked him and left.

Now in reality, I could buy the Vibe for about $15k. It is kind of cute and does meet the basic criteria. I'll keep it on my list -- for now, but would probably go to a different dealer.

3. Honda Fit - no center armrest. Salesman Mark tried to talk me into a Civic. I'm really thinking about the Vibe/Fit/hatchback kind of look, but I did sit in the Civic. He did NOT offer a test drive. OK, but not on the list.

4. Volkwagen Rabbit - Cute car. Does have a comfortable seat/headrest. Does have a center armrest which is moveable. The armrest is not as good as I would like, but is doable. Gas mileage is less than the Vibe. Price is about $5k or so more expensive. Ride is nice. Heated seats - nice extra. NO auto headlights (well, they do come on automatically, but you have to turn off the interior lights at night every time).

Is it worth $5000 dollars more? Not sure.

You know what. My old truck with the auto headlights, great armrest and so-so seats runs just fine for now. Guess I'll just keep thinking about buying a new car and not really taking any action.