No Lines, No Waiting
Bringing service to the fore while conserving your cash
Monthly Archives: June 2009
2009
Our new website is live! Customer service to the fore!
As we’re fond of saying, it’s all about providing a great customer experience.So we’re thrilled to say that after six months of gestation, mulling of options, tension, and angst, the new TimeTrade.com is live – with a completely revamped customer experience.
The new home page emphasizes that TimeTrade is the enterprise-strength appointment scheduling system. You’ll see a rotating selection of great customer examples (one of our healthcare customers is shown here), and new tabs for “I need to…,” “My industry is…” and “I’m looking for,” each with nifty rollover features to help visitors quickly find what they’re looking for.
Now, go out and play – please. Take a tour of the new TimeTrade.com. And bring friends.
2009
Is the economy nearing the bottom? Seeing through the smoke and mirrors
Here’s reason to think things might be looking up: perhaps the real estate market is nearing the bottom.
A recent issue of Barron’s trumpeted “Buy now!” and said some high-end summer homes are 30% below peak. This caught my eye, because a year earlier (before the collapse) I’d heard someone on the radio finally talking sense. And he predicted that housing prices would hit a new equilibrium: 30% below the peak.
When I first heard that my ears perked up (I’ll say why in a moment), though I didn’t realize who the speaker was: Martin Feldstein, architect of Reagan’s tax cut. (I’m not known for quoting Reagan advisors.) He also said prices might overshoot on the way down (to 40% below peak), before coming back up to the new equilibrium.
It was refreshing to hear an observer who didn’t seem to have his head stuck up his abstractions. I’d moved to Boston in the summer of ‘06, and my old house in the midwest sat and sat for months without even any showings, as idiots pumped out sunny prognosications about how better times were right around the corner. I’m all for the power of positive thinking, but when you’re steering something the size of the US economy, I also think it’s prudent to have a clear windshield. And these guys didn’t.
For instance, one day a Wall Street Journal analyst puzzled that “Job creation is strong, but we’re not seeing the corresponding inflation that we’d expect.” Well, anyone who read Kevin Phillips’ The Economy is Worse Than You Know (April 2008) knows that our definitions of economic statistics have changed dramatically, so the old rules don’t apply anymore. (Yes, gasp, I’m quoting a Nixon advisor and a Reagan advisor in the same post.)
For instance, when Wal-Mart uses three part-time workers (no benefits) to replace one full-time retail job (with benefits), the Bureau of Labor Statistics counts it as job growth, when it’s really job dissection. Because apparently BLS only counts W-4’s. When three W-4’s replace one W-4, they call it job creation. (Don’t believe me? Call your Senator. I did.) This is like keeping the same game plan in football even though the rules have changed for what constitutes a forward pass. (I discussed Phillips’ excellent article in March on one of my personal blogs.)
Imagine that in your own company, a steady sales volume got broken up into many smaller orders, and someone tried to convince you that sales were strong because you received more POs. That’s pretty much what Phillips reports.
Yet month after month, year after year, the economic observers on air and in print said nothing about this. I presume they didn’t know, but in any case their advice was scarily ignorant. So when I finally heard Feldstein speaking sense – that housing prices would still be dropping for a while – I thought “Here’s someone who’s connected to my reality.” Because when I’d liquidated that midwest house, it sold for less than I owed on it (I paid $18,000 to get rid of it), even as the sunshine dispensers were saying things were looking up.
Feldstein’s prediction was reinforced by news coverage last summer saying that to liquidate foreclosed houses, banks were selling them at 40% off peak. Aha: the bottom, where Feldstein said people would be confident enough to buy.
So when I saw Barron’s saying that some (non-foreclosed) properties are now selling at 30% off peak, I thought maybe we’re getting there: we’re at the point where real value has outlasted the smoke and mirrors of bogus stats. When values stop dropping, people will start to feel that it’s safe to go back in the water. The other shoe will have dropped, and we can get back to business.
So hold on, people. Stick to your values and take care of your customers.
2009
Okay, break’s over!
The smart marketing people at HubSpot will shoot me for writing a blog post title that doesn’t include our keywords (appointment scheduling, customer service, customer satisfaction, efficiency and all that), but there are times when a blogger’s gotta say what a blogger’s gotta say. And that is:
What a wedding!

Yes, that is a real picture of my real daughter, with her new husband and the groomsmen. (Never underestimate the value of hiring a great photographer.) Yes, I am as proud and happy as any father has ever been.
It was a seaside wedding in Newport, Rhode Island, three days after my last blog post. Since then I’ve taken time off work to go to Washington twice to talk about my after-hours passion: bringing the patient perspective to healthcare reform. (I’m co-chairman of a medical society and I write on two healthcare-related blogs.)
My slides and video from one trip are on this blog, if you’re interested. This “hobby” is an outgrowth of when I had cancer in 2007. When I got better, I naturally applied my day-job high-tech thinking to how we can improve healthcare: better efficiency, better customer service, lower costs, and all that. (Imagine me, talking about those issues!)
In these meetings I urge that new-wave medical records systems let us view our medical information over the internet. (Me, advocating self-service??) My own hospital lets me do it, and I don’t see any reason why all providers shouldn’t.
Anyway, enough! Back to work.



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