The Science of Journalism

If I Had My Way
One Man's Opinion -- for what it's worth.


To: Alison A. Burris - alison.burris@connecthearing.com

Cc: Briana George - briana.george@connecthearing.com

From: Doug Skoglund - skoglund@pdmsb.com

Date: 31 Mar 2016 10:00 CDT

Subject: Thanks - for helping me solve a problem...

But, first a brief explanation of my immediate purpose.

Yes, Alison, I am an Engineer turned Programmer -- however, that is irrelevant to our relationship. I am a Customer and you both are representatives of a company selling Hearing Aids -- which makes you both merchants, if you will.

I am really a life time Builder and Fixer, with the added title of Problem Solver tacked on in my later years. I am posting this to my web site as my only method of publishing my opinion. Please understand that this is merely on opinion -- it is not meant as an insult, and should not be considered as such. If it is helpful for you, so much the better.

Monday, the 28th, marks the completion of a project started 24 Jun 2015 at 03:35 CDT, a project designed to solve my hearing problem, especially as it applies to telephone communication, which also must include a wireless (cell) phone. That's nine months, and somewhere near $6000. I like to call it a research project -- deductible, you know.

Remember, my cell phone stopped working and I called for some help. When making a call, I had to beat the dickens out of the plus button on the Phonak ComPilot II, the little thingy that hangs around my neck. You were talking to your technical source when we decided to run a test. You moved to another room and called my cell phone.

The details are a little fuzzy; however, the word volume came through, loud and clear. That was enough for me - I had been fooling with the volume on the cell phone just before it went bad.

I didn't need any more than that, -- I could finish the test at home. 

And I did -- apparently, the cell phone I was using started with the same volume setting it had when shut down. I now have added "DO NOT SET VOLUME TO ZERO" to my cell phone "Shut Down Check List". And it works just fine -- THANKS AGAIN.

And, now a little bit of "preaching", sorry.

1. The customer, by definition, is always right.

2. The merchant is supposed to be in business to serve the customer, after all -- she/he are paying the bill.

3. Obviously, the merchant will meet all kinds of customers, with all kinds of needs -- which should mean that the merchant needs a system that can adjust to each and every customer. That system should start with a good readable document supported by a well designed Q & A system. The customer needs the ability to ask questions, in writing that can be filed for future reference.

4, The system should be available to potential customers to allow preliminary judgment of product and merchant.

See -- it is really quite simple -- to define the desired situation. Now, if we see a problem as the difference between the desired situation and the actual situation we need to determine the cause of the problem. It's like that runny nose -- it takes a well trained individual to determine the actual cause of a runny nose -- why should other problems be any different?? Well, it all depends on the meaning of "well trained individual" and the quality of the documentation.

Thanks Again, Alison and Briana.

To be continued (of course)

Doug Skoglund skoglund@pdmsb.com

I don't provide for comments since that is a system designed to control the communication process -- I do provide an e-mail address!! (Please put a [MYWAY] in your title to get my attention).

BTW, I am working on a replacement system for individuals -- and I sure could use some help. Please see http://pdmsb.com, a work-in-process.

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