« Archives in June, 2005

667.7 Miles

My summer internship is a challenge; that’s to be expected. But living in Phoenix is also a challenge. It’s not that the city is so hot — sure, it’s over 100°, but what would you expect from the summer in the desert and, plus, I’m a Baltimoron — and it’s not the politics. The challenge is that I have to drive on the freeway, to and from work and to get just about anywhere, every day.
I used to have panic attacks when I drove. Actually, at first the panic attacks came much of the time when I left the safety of my home, but, eventually, they came only when I was in the car. I would be driving along, and then my chest would tighten, my breath would shorten, I would hyperventilate, and, if the attack continued, I would lose feeling in my fingers and toes and get tunnel vision. Obviously, this was dangerous, but, worse, it was unpleasant, and I soon developed a fear of the panic attacks. This is normal, but it’s also an awful response, because I quickly developed the tendency to have a panic attack because I thought I might have a panic attack.
Over a period of years, I got back the ability to drive. Part of that came from cognitive-behavioral therapy, which is a kind of talk therapy that focuses on treating symptoms — in my case, understanding the physical experience of panic and becoming comfortable with it. Part of that came from simple practice, because who can get around in LA without driving?
The final frontier, for me, was freeway driving. Believe it or not, it’s possible to get quite far in LA without ever taking an on-ramp, and, over the past few years, I’ve learned all of the back routes. Since the whole city is so freeway-focused, they’re actually quite quick.
At any rate, I have driven the highways and overpasses over the past few years, from time to time, almost always with a companion in the car. There’s something about having someone sitting next to me that removes the risk of panic. Still, I have not regularly driven the freeway alone, except for some late-night trips home from SC (to avoid the ‘hood at 2am) and a few jaunts up the 1 to the vet in Pacific Palisades, both about 15-20 minutes each way.
In LA, we have a saying that you can get to anywhere in the city from anywhere else in the city in twenty minutes (this is, like most of Hollywood, a blatant fiction); in Phoenix, they seem to say that you can get anywhere in twenty miles. Twenty miles is a long way, and so I’ve taken a lot of freeway trips. Every morning and every evening I take the freeway to work. Many evenings I hop on the freeway to get here or there, to visit one of several identical (to me) strip malls and purchase goods at one of several nationally identical chain stores, thus doing my part for the economy.
So the point is, I’ve driven a lot lately. Since the Friday before last I’ve driven 667.7 miles, including the trip from LA to Phoenix. For me, that’s a whole month’s driving in about a week. Almost all of it has been on the freeway, and much of it has been alone. And I’m not panicking. It’s actually kind of fun, the wide open lanes, the high rates of speed, the quality, rut-free roads. It’s good for me; I got out of the freeways of LA, all of which have memories for me, and into a new space. And, you know what? I like driving. It’s fun. Now get the hell out of my way, I want to be in your lane.















Treo Quest: Success; Or, How To Switch From A Cingular Region To A National Plan, And Upgrade Your Phone (While Outside Your Region)

Somehow, despite Cingular’s best efforts, I have a Treo 650. It amazes me that it wasn’t easy for me to give them my money, but my plan was from the wrong region (PAC – California) and the Arizona salespeople couldn’t access my account to either give me an upgrade or switch me to a national, roaming-free plan. So, once you’re in a Cingular store, how do you switch your region, switch your plan, and walk out with a new phone, at the two year contract discount price? Well, that’s what this blog entry is for.
First, a little background. Cingular offers two kinds of plans:
* Regional plans, which give you a local number, charge you less overall, but charge you for roaming. If you got your plan more than a year or so ago, you probably have a regional plan.
* National plans, which don’t charge for roaming but offer fewer minutes at the same price.
Now, if you’re on a Regional plan, you can only deal with your regional support staff, and you are locked into that region. Cingular’s salesepeople will tell you that you can’t leave your Region without giving up your cell phone number, and goodness knows that I wasn’t going to give up a number that I’d had for seven years.
The problem is that staff in one Region can’t touch any kind of record from any other Region. You need to find someone who can; that person is in the Relocation Department, 800.826.7356. They can do two things for you:
# Get you on a national plan, so that you don’t pay roaming
# Enter you into the system so that you can get the rebate on your phone to get it down to the price you’d otherwise pay with a contract
That phone? You have to buy it at full price. It’s an awful deal, really, more expensive even than an unlocked phone direct from Palm. But the rebates make it a good price in the end.
Obviously, this is a preposterous set of acts to have to go through to get a good phone and a good plan. I’ve been a Cingular customer for seven years and, frankly, they should make it easy for me to stay. In this case, they actually make it harder for me to stay than to leave. If I hadn’t been persistent, I would have either:
* Been unable to change my plan or get a new phone
* Been forced to get a new phone number but still not gotten a new plan
Because I’m new in town, I didn’t know where the closest T-Mobile store was. That is the only reason that I did not leave Cingular. In fact, it would have been easier to leave; because of phone number portability, I could have switched to another carrier, with any plan I wanted, with only a few minutes of negotiating and waiting for my account to be activated. Now that’s a problem for Cingular — not that other carriers are necessarialy better, but I only know about Cingular.
There’s some business lesson in here, but, frankly, it’s almost too obvious to be worth writing about. Have your administrative structures; don’t make your customers care about them. Set up your company to take your customers’ money. If a customer wants to stay a customer and give you their money, don’t fight them on it. All that good, obvious stuff.















The Great Treo Quest

I want a Treo 650. I covet a Treo 650. Remarkably, I even _need_ a Treo 650. Yet, somehow, there doesn’t seem to be a Treo 650 in the Greater Phoenix area. Truly, I am an oppressed victim of the system.
It all started when I got here on Saturday; no cell phone reception. Sunday, I drove around and got occasional reception. Monday, more driving around, less signal. I do not believe it is possible, in the 21st century, for an individual under 40 to live for an extended period without cell phone service. Certainly, I cannot live like that. Every day I make my way without this phone I think of more friends — good people, special people, people with whom, I admit, I haven’t spoken in a year — I need to call. It’s torture to actually have to interact with individuals geographically proximal to me for entertainment.
So, with no cell service, I did what anybody would do as a very last resort: I called Cingular. Apparently the Cingular network in Phoenix is provided by AT&T Wireless (since acquired by Cingular), and my phone is too old to be compatible with that network. I have two choices:
* Get a new phone
* Begin to live in the last century
So I decided to get a new phone. I’d coveted the Treo 650 for some time now — it syncs with Outlook, it runs all sorts of programs, it’s got a keyboard, and it’s kinda slick-looking. I’ve had my Nokia 3650 for two years and I’ve got an upgrade coming to me, so I drove to the nearest Cingular store. The woman in line in front of me got the last Treo in the store; so I went to another store. No Treo there either! I called the third Cingular store and they were out too. Fry’s was, similarly, sold out, and Sprint was out-of-stock as well. Verizon only has the Treo 600 and I can’t live without Bluetooth.
Being a (for the moment) 21st-century inhabitant, I jumped on the Web to get a Treo. Well, Cingular’s Web site crashed on me, and the only vendors who would sell me a Treo and overnight it wanted over $500 for it. So I broke down and decided to speak with an actual human being and called 611 on my rommate’s Cingular phone. Can I use the word Cingular enough? Cingular Cingular Cingular.
Anyway so I called Cingular. Three times. No joy. Transferred into the ether; transferred to the wrong person; sorry, by now the department you’re calling is closed.
I’d get mad, but I want my gadget too much to think of anything but its imminent acquisition. I’ll get mad later. Until then, I need to decide:
* Do I call local stores every day to see if a Treo becomes available, and then drive over and acquire the item immediately?
* Do I call Cingular and order the phone now, and wait 5 business days for it to be delivered?
I want my Treo 650! Waaah!















Now That’s a Leader

Sometimes, bosses say the stupidest things. Their mouths open and out come the worst cliches. But — even more incredible — that cliched phrase works. And then — poof — motivation! Caring! Inspiration! All the fruits of leadership!
Now, I don’t intend to write much about my summer internship at Intel — I’m not a big believer in blogging about work, it just seems to be a way to get into trouble — but this really stood out. So here’s the story.
Today I had new employee orientation. Policies, procedures, forms to fill out, etc. And, of course, the obligatory Video From The CEO. The trainer popped in the VHS tape of Craig Barrett talking to the camera and put it up on the big screen, and we all watched for five minutes.
Towards the middle of the tape, the camera zoomed in on Barrett, and he said something like “Every day we do new things at Intel. But today is special for us, because today is your first day.” And, you know what, I believed every word of it.
So that’s what a real leader can do — he (or she) can make you believe that he cares, even when he’s on the other side of a video. If Intel’s policies towards its human capital are any indication, Barrett really did care. And that there is probably the essential lesson of leadership.
Either way, I was sure motivated after that!















PRIME: Eu Falo um Poco de Português

I’m very happy that I took the time to learn a little bit of Portuguese before traveling to Brazil. Having the ability to understand, and to communicate with, many of the people I met there really improved my trip. Of course, it also got me stuck riding in the front of cabs and talking to cabbies, so it wasn’t all upside.
Now, I’ll freely admit that it’s easier for an American to learn Portuguese than it is to learn, say, Mandarin; there are big advantages to working in the Roman alphabet, just for starters. And it was particularly easier for me since I already spoke French (well) and Spanish (poorly).
The Spanish was useful because many words are the same in the two languages, but Spanish has the disadvantage of being pronounced like it’s written, whereas Portuguese has either 2 or 3 (depending on how you count) “r”s, you say “de” as “j”, “m” as “n”, and many “o”s are pronounced as “u”. This is a lot like French, which is not at all phonetic, so French got me ready for the difficult pronouncing part. Both languages prepared me for the grammar and cadence of Portuguese.
It was really easy to learn the little bit of Portuguese that I did learn; a friend and I just split the cost of the “Pimsleur Brazilian Portuguese I”:http://www.amazon.com/exec/obidos/tg/detail/-/0671572865/, and I did one lesson a day for a few weeks. Good practice and fun.
And it was useful! I was able to go out and walk around on my own regularly, and it was easy for me to communicate with servers, vendors, etc. I could figure out what the cabbies were saying, and, when they wouldn’t seat us at that one bar, I could understand that it was because there was a private party there.
In sum, I’d highly recommend anyone going on a PRIME trip to learn a little of the language of the country to which they’re going. It made my trip more fun, and it will make it more fun when I go back to visit Chile and Brazil on my own.