Security and Fence: A Retail Perspective

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At a high-risk retail location such as the one I have been working at these past three years there comes a time when you are asked to be both a security guard for the products you sell and fence for the thieves that steal them.

All-day long you are on the lookout for those that might be trying to shoplift. It's usually pretty obvious and the company expects us to thwart these no-goodnicks by simply offering them amazing customer service which is actually just direct, unwavering observation, assistance, and silent harassment. While you are attempting to thwart injustice you get called away to help a real customer and without constant observation, the thief strikes and soon, you watch them walk out and half the time they set off the buzzers at the front of the store. It's too late and they've struck again and everyone looks at each other as if we've lost another one. We have failed in our half-assed attempts to thwart the criminal from stealing the master's property. 

Secretly, but not that secretly, the masters don't really expect you stop most of the attempts. They expect the store to reach a certain amount of predictable loss (shrink) and it's more important to sell something and make money than to worry about petty theft. Even not-so-petty theft is acceptable as long as it isn't perpetrated by the employees. 

It gets so that when a man walks out with $400 worth of electronics or an entire $1000 laptop it's just the cost of doing business. The police may or may not be notified. I just hope they never pull a gun and go for the cash. Sometimes there is a ton of cash. But they know that it's a major crime to rob someone and they also know that shoplifting is such a minor offense that most folks won't try to stop them. And if you try to stop them with force you can get fired so you just have to watch them walk out with someone else's property. You think that it's your job to stop them and to protect your own job security and to protect the companies interest and if you care about the store you work in, the other people that you work with and adhere to general community ethics then you feel like it is the same as stealing from you. It could easily be you anyway.

Then, just after watching one leave another one enters. This one you haven't seen before but they certainly look the part. They look shady as fuck and walk straight to the return line and hand the cashier a bunch of random shit that was obviously stolen. Sometimes they come up with some excuse like their grandma bought the products a few weeks ago and now she just doesn't need $250 worth of Epson ink that just happens to be sitting on the shelf nearby unprotected. Your grandma spent over $200 dollars on ink she didn't need? Or the one with ten random day-planners that no one has ever purchased in those numbers before and happens to be the most expensive options when they don't look like they've spent more than $10 on their clothing, backpack, oversized coat, and two huge handbags. 

There is a rule that managers can refuse a return but managers aren't the ones at the registers most of the time. The ones at the register are typically younger, less experienced and barely trained. They don't understand the policy and since they are intimidated by both customers and managers they can't make complicated decisions about which policies to hold more strictly and which ones to break completely. They don't know how to professionally refuse the obviously douchey person trying to get money from nothing and some management teams might say to just do the return and some might say to use their best judgment.

The return policy also requires a receipt for a return except that telling someone that legitimately bought $100 purse just a day earlier that you won't give them a refund because they don't have a receipt is near suicide as they will either tell a higher-up that you were rude or they will just continue to argue with you until you just give up or they will say your racist or sexist or some other crazy shit. Dealing with an angry customer is no fun and to be avoided at all costs, for the most part. Having enough experience to understand when a customer crosses the line and demanding that they leave or you'll call the cops takes time to develop and the brand new cashier will just take the abuse most of the time until a manager steps in. 

Ultimately the policies should be straightforward. They should be easy for the customer and for the cashier. It shouldn't be a guessing game or a complicated algorithm of whether or not the customer deserves a break this time either because they are super nice or obnoxiously demanding. Managers should be able to make decisions about who is not a real customer and security should either be a priority or not. It feels like a priority but it really isn't. 

The contradiction occurs when someone thinks that the company wants to enforce laws. Companies, especially the largest companies, would rather the government never gets involved. Only when the problem becomes too costly do they resort to the police. This is due to two factors, as I see it. One is that companies and governments don't always mix well. Government's tax companies and inflict regulations that can make it difficult to do what the company wants and challenge what might make them more money. 

The second reason is that people know that the government and especially the street cops are not going to stop petty crime. They probably won't even show up. They don't have time and the cost is not worth it. It is technically a crime but so is loitering, littering and public indecency. The "man" doesn't have the men to enforce all the laws. Companies have security systems but those are not usually reactive and some companies have a security guard and if it is really important they will have more guards and real guns but balancing the cost a human guard and the liability involved is complicated. It isn't usually worth the fight when it comes to petty theft. 

When you work in an area that has extreme poverty and crime is rampant, especially petty crimes you see the stark difference between those vagrants and the majority of folks that are decent enough not to steal from you or show up too drunk and don't do hard drugs in the bathroom. These are the people to give great customer service and should be the real focus of the team but it is very distracting to have to judge all that come into the store in an effort to work as a deterrent to the baddies.  

It is demoralizing and confusing to be expected to be both the security guard and the fence. To watch people walk out with product just to have them or someone that looks like them bring it back and put it on the counter and lie to you makes you feel the opposite of empowered. They say that they bought the product but you know they didn't and you were always taught that lying and stealing are bad and that heroes stop criminals and the right thing to do is to expose liars. Well, too bad. Just ask them for their ID and don't cause a ruckus and the corporate masters will deal with it in their way. Just go back to selling and signing people up for harassment emails and giving people undeserved discounts because they say the word "coupon" in some configuration that passes as a sentence and trying to explain how shit works to people who don't give a shit about how it works, they just want it to work.

Working with the general public can be a frustrating mess and most people do not understand the hardships that the lowly floor staff deal with on a daily basis. The main goal of a business is to make a profit and in that pursuit, they need to maintain a positive reputation. This means erring on the side of the customer and not doing things that lead to negative press or legal action. This means that associates take on the complicated task of representing a companies interest even if the ones who make the rules never know who those associates are.  

A Leader and a Follower

A man named John sits in a waiting room for his interview. He is not nervous or overly enthusiastic. After a few minutes waiting in the room, John is told by the secretary that Mr. Johnson is ready to see him. She opens the door for him and as he passes her she smiles and mouths, "good luck".

Mr. Johnson: Thank you for coming in today, John.

John: Thank you for seeing me. I'm excited to be here.

Mr. Johnson: Good. So, I'm going to get straight to the point. I have a few more interviews today and I what I want to know is, why should I hire you?

John: Well, if I were to sum it up in a sentence it would be because I know how to be both a leader and a team player. In fact, if you wouldn't mind I would love to show you what I mean.

Mr. Johnson: By all means. But how?

John: Who is the nearest employee that I would be working with, other than your secretary, Sharine?

Mr. Johnson: Henry is working on a project in the next office. He's our head of marketing.

John: Can we go say hi?

Mr. Johnson: Obsoletely. This is turning out to be an interesting interview.

With that, Mr. Johnson takes John out of the office and they walk a few yards where Mr. Johnson knocks on a door enthusiastically.

Henry opens the door widely and smiles upon seeing Mr. Johnson.

Henry: Hello Mr. Johnson. How are you doing?

Mr. Johnson: I'm doing fine. Thanks. This is John. I'm interviewing him for the social media position. Content creation. He wanted to meet you.

John leans in before Henry can respond and shakes his hand enthusiastically.

John: How are you doing Henry? Or should I be more formal?

Henry: Oh no that's fine. Come in.

They all walk into the small office.

John: I told Mr. Johnson that I was able to be a leader and a follower and I thought that the best way to demonstrate that would be to talk with someone about what they do here.

Henry: I oversee the marketing department. We conduct surveys to understand our clients better, analyze sales trends, and work directly with advertising to make sure we are getting the right message out.

John: Are you allowed to show me the details of the project you're currently working on?

Henry: I don't know. Am I?

Mr. Johnson: Don't show him anything too cutting edge.

Henry Walks over to a computer and the others follow.

Henry: For the past six months we have been trying to extend our reach into the 25-30 demographic by slowly integrating our brand into as many pop-culture channels as we can. Unfortunately, we have only seen a three percent increase in sales from that demographic. I am trying to decide on whether to keep going or to scrap the project and put the resources toward a demo with more promise.

John: Is the 25-30 market worth enough to continue?

Henry: We have never really had a product for them until recently, with our new sport trainers, and they are the largest buyer of running shoes.

John: Seems like a huge market. I believe your best selling shoe last year was the Lincoln Leather which sells mostly to an older demographic. 35-40 I would guess.

Henry: Close enough.

John: Many 25-year-olds buy shoes that give them a perceived status. I would focus on getting influencers. Make them seem high end like the Lincoln Leather. Have them wear the new sports shoe in the day and the boot at night. What do you think?

Henry: We tried something like that before.  I do think that if we can get in there that market is a gold mine.

John: Thank you for sharing with me. I really hope I get the job here. I can tell you value collaboration and openness.

John shakes Henry's hand.

Henry: Thank you.

Mr. Johnson shakes Henry's hand.

Mr. Johnson: Thank you, Henry.

Henry: Thank you, Mr. Johnson.

John and Mr. Johnson make their way back to Mr. Johnson's office.

John: Well, what do you think.

Mr. Johnson: I think you asked a lot of good questions and had some good ideas. Henry seemed to like you. But how does that show me how you can lead and follow.

John: A good leader asks questions and listens first. A good follower validates others' ideas and contributes their own. I believe I demonstrated those qualities. 

Mr. Johnson: Very impressive John. Or should I say, my new marketing director?

John: Oh shit!

Mr. Johnson: Yeah. Fuck Henry!

John: Yeah. Fuck him. Can't make a decision and shit. What a piece of shit.

Mr. Johnson yells out the door: Henry, you're fired! Get the fuck out!

Don't Get Caught Up: A Retail Perspective

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Don't get caught up in other people's emotions. Customers and coworkers will often times act as if they are in the midst of an emergency when they are not. Or they will act childish or rude. Or they will act as if you are the only one who can help them. This is almost never an accurate depiction of their situation. They might be trying to manipulate you into giving them a price break or, worse, they simply have no control over their emotions. Having empathy and sympathy is helpful in understanding and communicating with customers but getting wrapped up in their emotional states means that you stop being in control of your own autonomy and you can unconsciously take on their emotions. If this happens you can find yourself anxious, angry, fearful, hyperactive or otherwise mirroring someone else's emotions unnecessarily. 

When you're in an emotional state that inhibits your ability to look at a situation rationally you will not be able to think around the problem and solve it. Many times there might be no immediate solution available and you end up wasting a lot of time attempting to calm someone down or explain something when you really need to move on in a way that is direct and professional. Sometimes it is important to restart the conversation by explaining what is happening in an effort to regain control of your own participation in the interaction. Being honest about what you think they are expecting or what you think you can do for them can help stop the momentum of an interaction in an effort to lead it back on track to finding a resolution. 

This reminds me of the leadership principle of detachment from the book "Extreme Ownership" by Jocko Willink and Leif Babin. The concept of detachment is very important in retail as you represent a company that's goal is to sell products and create loyalty; not to have emotionally driven conversations with people who aren't interested in buying products or who think that it is appropriate to spew their problems onto you because you're obligated to interact with them.

If you have self-respect and maintain a professional demeanor you will not allow situations with customers to get heated or derailed too far. If a customer or coworker becomes abusive or disrespectful then it is up to you to hold them accountable and let them know that you do not accept that kind of behavior. 

I remember a time when I had to stop a customer from yelling at me and assert myself in order to regain control of the situation. I was working at a movie theater and part-way through a screening the projector malfunctioned and the speakers started making a loud screeching sound, disturbing many of the customers. I was a manager at the time and as I started issuing apologies and raincheck tickets I had an older man start to scream at me about how the sound hurt his ears and how angry he was, which was obvious. I listened for a few moments and then had to respectfully but assertively explain to the customer that I would not be able to do anything for them unless they stopped yelling. I told them that I understood that they were upset but that I would not allow them to continue to berate me. My tone and demeanor must have communicated my seriousness as the man stopped screaming and I was able to issue them compensation. 

One of the best things one can do in a situation where others are being excessively emotional is to be calm and to listen. Allowing someone to vent for a moment can be instructive but at a certain point, you must reestablish your authority and explain what you will do next. As an employee of any business, you are in charge of dictating what will and won't, can and can't happen for someone that is having an issue. Sometimes, this means explaining that you are not the best person to help them, which is another reason to not let a conversation linger too long without interrupting. Upset customers become more upset if they find that they stood in the wrong line or ranted and raved to the wrong person. By listening and remaining calm you can get straight to the matter and come up with a solution. 

It is also important to explain the process that you are using to solve a problem. If you come up with an idea to solve a problem you should not just enact the solution without letting the customer know. By explaining step by step what you are about to do or what you think will help you allow the customer to join you in the pursuit and show that you are on their side. Leaving them in silence or without knowing what you are doing creates confusion and may lead to them thinking that you have abandoned them. If they think this or think that you are incompetent then they will look somewhere else and usually with more fuel for their anger. 

All of this does not mean you should not have fun conversations with customers and coworkers, but even when you are generating rapport you should be able to detach and get a sense of whether you need to complete the sale or if you have time to continue the conversation or if you need to address something else. There might be something going on that requires your assistance. You may be able to simply tell a nearby customer where a product can be found. Taking a few seconds to check out your environment can help you stay detached and make you able to react to new situations.

Stay calm and pay attention. This is not easy and it takes a certain amount of discipline and control to maintain. It requires observing yourself in the moment and recognizing what is happening, both inside yourself and in the environment around you. It also means looking back at your decisions with criticism and objectivity. There are times when I have failed to maintain my composure or made a bad decision and it is in those times that I look back and try to prepare for the future. By accepting failures, owning them and looking to others for guidance I have grown better at dealing with the ups and downs of life, in and out of the retail environment. 

Book Review: The Dichotomy of Leadership by Jocko Willink and Leif Babin

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This book is the perfect accompaniment to the author's previous release "Extreme Ownership".  In "Extreme Ownership" Jocko Willink and Leif Babin make the case that for leaders to succeed they must take responsibility for everything in their world and while that is an extremely important and difficult lesson to learn, there was more to the story. That is where their new book, "The Dichotomy of Leadership", comes in. In "The Dichotomy of Leadership" the authors dissect real-world situations, both in the military and in business, that illuminate the balancing act that all leaders face. When a leader starts to slide too far to one end of the seesaw they risk falling off the ride. This book is for those that want to continue the fight and lead their teams toward victory. 

Like "Extreme Ownership", this book is broken into chapters, each with three sections: military examples, principles to take away and a real-world example of the lesson from the business world. Each chapter focuses on two opposing forces and breaks down the importance of each side. Then, it illuminates strategies for finding a balance between them. For example, the first chapter is about balancing the need to care about each team member while understanding that each team member is at risk of being killed, in the military case, or being replaced, in the business case. In this chapter, the reader learns that, while a team leader must be connected to their team members they cannot lose sight of the overall goal and mission that they are tasked to accomplish. A leader cannot be so close to someone that they neglect to hold them accountable and they can't be so detached that they engender no loyalty or respect. 

Another example I really enjoyed was in chapter two entitled: "Own it all, but empower others". In this chapter, we get more insight into the lessons that were discussed in "Extreme Ownership". The dichotomy of taking ownership of one's own responsibilities must be balanced with the ability to allow others to take ownership or their responsibilities. If a leader only holds him or herself accountable then they are doing their team a disservice by not creating a leadership mentality among the entire team. On the other hand, if a leader blames their team for every mistake then they are separating themselves from the team and not taking responsibility for their role the team's development.

As one continues to read they learn more and more about different opposing forces and how a leader can successfully identify when they are neglecting one aspect over the other. Each chapter empowers leaders with entertaining and instructional lessons, plucked from the real world, with strategies and tactics to correct the many imbalances that can occur. In chapter nine, A Leader and a Follower, we learn the power of humility and it is only with humility that one can look at one's self honestly and attempt to improve. This book is for those that have the humility to not take their own abilities for granted. By detaching from one's ego one can begin to see things more clearly and this book offers great insights into the many internal and external perils that leaders face.   

While this book can be read without having read its predecessor I think that they are really just extensions of each other. Both "Extreme Ownership" and "The Dichotomy of Leadership" contain the fundamental strategies, concepts, and philosophy that underly all successful leaders. One can choose to lead from a place of authority and may get compliance or one can lead from a place of friendship and they may get loyalty but for a leader to gain all the benefits that come from gaining the respect of their team one must learn to be balanced. A leader that does not take into account the dichotomies inherent in dealing with complex social interactions is bound to fall flat on their face, leaving their team directionless. Do not be that kind of leader. 

For my review on "Extreme Ownership" click here.

Smiling: A Retail Perspective

This is not attractive

This is me relaxed

I suffer from permanent bitch face. I look serious and mildly annoyed when my face is at rest. A few weeks ago I decided to make a conscious effort to smile more while at work. I never liked the idea of smiling for other people. The idea of pretending for the sake of other's comfort always seemed inauthentic and dishonest. I just told myself that I'm not a "bubbly" kind of person. I provide good customer service through expertise, not emotional positivity.


I decided to try an experiment though, not for others' sake, but for my own sake. To utilize smiling as a tool and the goal was to provide better customer service, attract people instead of repelling them, and to see what kind of effects a simple smile might produce. The effects were immediate.

The first step was to practice smiling in the mirror and when no one was around. I tried to think of something funny or pretending that I just heard a joke. This technique works very well. Instead of just looking like I'm squinting or grimacing or trying too hard. By smiling with the eyes and just a little bit of an upward grin creates a subtle and convincing smile.

After beginning to employ this new tool I found immediate results. It doesn't seem like it should be surprising but I was genuinely surprised that when I was smiling and someone looked at me it seemed that most people couldn't help but smile back. If I added a bit of eyebrow raise they couldn't help but engage with me as I approached them asking if they needed any help.

My interactions started off positive instead of neutral or dismissive. Even if someone wasn't particularly excited to interact they usually would put on a quick fake smile and politely say no thanks. There are still those that do not care much about interacting regardless of a positive face but the vast majority of people respond in a positive way to someone smiling and looking happy to help.

The second thing I noticed was more subtle but undeniable. The words that came out of my mouth while I was smiling sounded happier and more enthusiastic. When I don't smile and simply ask someone if they need anything it just sounds like an unemotional statement but when I smiled the words took on a more upbeat tone and I think a slightly higher pitch. I think that this comes across less threatening and more approachable. This effect even works over the phone. Smiling while talking changes the inflection to a more positive expression.

This looks genuine and positive

Another positive effect is that the more I smile the more I become emotionally more positive. I have heard of this effect from somewhere before so it might be an expectation bias but it certainly seems to be true. Smiling on purpose and more often seems to have a feedback to the brain convincing it that things are better off making you genuinely happier. This makes sense in that when you do things that add to your sociability you attract more positivity and engage in better interactions with others. This is highly desirable for social creatures that depend on others for success and our biology seems to reinforce this behavior.

Another positive effect of smiling is creating a bit of positive attention from females. When I smile at females many of them smile back which reinforces confidence in my ability to interact with attractive women. I come across as more approachable and confident with women and because I sound more friendly the interactions are more personal.

Also, when employing a smile it seems easier to add jokes or personal stories as the entire interaction is more friendly. If the customer responds well to the smile then it allows them to be more personal and tell me what they need as well.

Too much and it looks sarcastic

After about a week of practicing this technique at work, I started to find myself smiling when I wasn't at work and I found that the same results took place. When I would just walk around a store smiling people would smile back. I think when a person gives eye contact with a smile it comes across as both confident and attractive. People wonder what you might be like or why you are happy. Positive people want to be around positive people and negative people secretly want to be positive so you represent a kind of ideal when you smile and display confidence with eye contact.


What I have learned after doing this is that you don't want to smile too much which is also true of eye contact. Too much smiling, especially if the topic turns serious comes across as disconnected or unempathetic. The same is true if the topic turns fun. If you don't smile when someone says something they think is funny you can come across as unemotional, dismissive and unempathetic.

This is not a cure-all for customer service interactions. Some customers do not care at all that you are happy and I imagine that some of them are annoyed that you are happy as they are not. Body language is a very powerful communication device and understanding the effects of different behaviors helps one get the results one wants from social interactions.

I am reminded now of a Ted Talk about body language about not being your authentic self (below). When your job is to interact with others coming across as unapproachable will not lead to positive results so consciously altering your body language might not be completely authentic but it is a form of self-control that can help you better get along with others and get better results in life.

https://www.youtube.com/watch?v=1zpf8H_Dd40

I expect people I deal with to be respectful

02/03/2017 at 1 am

Yesterday my brother and I had a meeting with a friend about a recent photo shoot and some other design and business stuff. It was a great conversation about future goals and potential collaborations. After the meeting my brother and I talked about what is important in a business relationship and number one is communication. You have to be on the same page from conception to payment or one party might start to attribute intentions and motivations that might not be accurate. It is easy to assume that someone else is disregarding you on purpose but they are more likely just busy, unaware, or sometimes they are straight up unprofessional.

That is why it is important to stay in communication during a project and afterwards to make sure that everyone was happy with the collaboration. Business deals should be win win even when there are compromises are there are always compromises which is why it is also important to set standards. I expect people I deal with to be respectful, prompt and honest. I expect a high degree of integrity from myself and that allows me to expect it of others. I make mistakes but it I am stronger and healthier when I own them and I respect others that strive do the same.

My brother and I also discussed how important it is to be flexible and personable in relationships. In every project you hope will exceed the clients expectations and generate fruitful future business, have some fun and do work that matters. Finding good people who are willing to work with you to further each other's goals is ideal and it is important to not take good collaborators for granted. It is equally important to make sure that you aren't being taken for granted or advantage of. Hence, communication and standards play a major role in developing positive relationships. It's also important to take good advice and not let ego get in the way.

I justed finished watching Bill Burr's new special

02/01/2017 at 12:30 am


I justed finished watching Bill Burr's new special "Walk Your Way Out" with my brother. In this special he utilizes his immense imagination and engaging stage presence to tell stories that seem to be going off the rails at times but always end up on track toward a laugh. That was a lame sentence. (I'll start over.)

The first time I saw Bill Burr was in the early 2000's when he came to my tiny, backwoods, community college. I remember thinking it was amazing and that live comedy was something special. I remember being really stoned and that someone in the audience got kicked out for being a drunk asshole. Since then I have seen a lot of Bill Burr's work from my computer. From his previous special "I'm Sorry You Feel That Way" to his Netflix TV show "F is for Family". He's even in "Breaking Bad" which I'm re-watching now. I love when he is on Joe Rogan's podcast and he has his own podcast where he rants about things.

Bill Burr's special most recent special really was great. It's funny and entertaining and his characters, voices and body language are engaging and hilarious. He takes on taboos with ease and a biting humor and his observations are dark, grounded in reality, playful and maybe a little whimsical. I relate to his sensibilities minus some of the anger. I'd recommend it to anyone who isn't afraid to hear someone speak their mind.

Other than that I went to work earlier and I am becoming more self reliant. I feel like I know the people that work there better and I'm more comfortable helping customers. After work I came home and caught up with my brother about business stuff. A couple things are not going as well as we wish they would. Getting funding from one source didn't work out, a client is late on a payment, our custom e-mails aren't working. Minor things ultimately, but they are frustrating. We have a meeting tomorrow about a previous job and branding. I am excited to see what is next for the business.

I will decide soon

01/18/2017 at 12 am

Today was like other days. I awoke refreshed and alive, ready to take on the world. I ate some yogurt and found out that my morning energy laced juice beverage tasted funky so I threw that shit away. I conversed with the brother about business and what not and then got ready for work at the retail spot. It was very slow and I ran around helping people and working register and at one point the boss offered me a promotion. Better pay and more hours but the benefits might be the main reason to take it. I will decide soon.

I got picked up by my brother around 7 and when I got home I ate some home made chili and cornbread and we prepared to record a special edition of the Fractal Focus Podcast where we picked out top 7 reasons why businesses need video. It was a fun and educational episode full of stats plucked from websites to help inform businesses of the need for video that we could do for them.

Then we watched some "Dexter" and then I watched the last episode of "Comedy Bang Bang". Now I'm checking out the Netflix stand up special "3 Mics" by Neal Brennan but I don't think I will finish it. I might just go to bed at the end of this sentence.

Immortality in the age of YouTube

From the days of ancient Egypt humans have been seeking immortality. While we work on medical advancements in this direction true immortality remains illusive. There is another type of immortality and it is the kind that you get when your image and personality is etched into long lasting media. From rocks and paper to hard drives we record our likeness for the world to remember. When everyone is immortal who will be remembered?

Unless the internet changes massively or ceases to exist the activity of individuals will be continue to be uploaded in mass. It has become so easy for anyone to create semi-permanent reflections of their lives that the value of each reflection, while long lasting, is reduced. We are no longer limited to the ruling class as the sole representative of humanities achievements and record keeping. The statues and memoirs of long past rulers will not be the only record past on. But with such access to the future minds of humans the lasting impressions we leave online are increasingly trivial.

Forums such as YouTube help us immortalize our thoughts and visages for the world to see and with more views comes more notoriety and "fame". While some people will be remembered by more people it is only the truly revolutionary, visionary and repugnant that will that live on in the minds of future humans. This kind of immortality can not be gained by simply talking into a camera on YouTube. To be truly immortal one must be immense.

But why do we seek immortality? I think it is a relative of the need to reproduce. The ultimate driving force for humans is the need to reproduce our genes and if done successfully the genes are what become immortal. So it seems that our lust for immortality is born from our deepest primordial desires. Although it is a lofty goal that moves many to great deeds both good and bad it is really an illusion and when we actually die we no longer care about how many views our YouTube channels acquire.

So what's the point? The point, may be, that people are motivated by those who came before them that made lasting impressions which gives them the notion that they too can live on in the records and memories passed down. We are frantic to create lasting copies of ourselves and the more copies we make the harder it is for the world to erase our mark. Our children, art, businesses, and work all lead to nothing if nothing remains after we die, and we all die. The Buddhists believe pain comes from desire but so does greatness and mediocrity.

Podcast Startup Guide

If you're interested in sharing your ideas with the world podcasting is a great way to reach a huge audience without spending a lot of money. Podcasts are like the YouTube of radio and from politics to comedy there is something for everyone and it's free! Just like YouTube many podcasters have made a living reaching out to the world with their unique perspectives. If your interested in creating a high quality podcast here is a quick guide to getting started.

The easiest way:

1. Find a microphone that works with your computer or use your phone's recorder.

2. Download the Audacity or Reaper audio editing program for free. 

3. Record directly into the program or upload the file from your phone and edit to desired production value. 

4. Create a libsyn.com account, create a show and put content online.

5. Connect the RSS feed to iTunes to increase audience potential. 

6. Your done!

This way is cheaper but limited and if your computer shuts off or crashes you'll lose your content. 

A better way:

1. Pick up the Zoom H4N digital audio recorder. (Portable!)

2. Get one or more high quality cardioid microphones. I recommend the Senheiser E385 dynamic microphone. The H4N supports 2 XLR cables but with a splitter you can increase as needed. Or go with the H6N which supports 4 XLR inputs.

3. Get an XLR cable for each microphone needed. (Comes with some microphone bundles)

4. Get an SD card. Audio doesn't take up a lot of memory but the bigger the better. Speed isn't an issue if it is a newer SD card.

5. Plug everything in and record your podcast. The H4N has a lot of settings and acts as a limited mixer. WAV is higher quality than MP3 but takes up more space. You can split the left and right channels to have more options in post production. For more on settings and using the H4N I will post a separate blog. Check it out here: H4N Settings

6. Upload your audio file from your H4N to your computer for editing.

7. Edit using the free programs listed above. You don't have to go too in depth with this but having some kind of intro and outro increases production value. Go as simple or as elaborate as you want and remember to have fun. The more entertaining your podcast is the more people will continue to listen and recommend it to others.

8. Create a libsyn.com account, create a show and set up your show information under the Settings tab. 

9. Next, set up the Libsyn Classic Feed info under the Destinations Tab before you link it to iTunes. iTunes has a few specific requirements but it should be straight forward. Just make sure to have a picture that is the right size. That tripped me up when I got started. 

10. Upload your edited file using the Add New Episode button under the Content tab on Libsyn. If your having issues with storage go to Settings tab and check your Billing options. 

11. Connect the rss feed to iTunes under the Podcast tab in iTunes with the Submit a Podcast button. It takes a while for iTunes to accept the podcast but that will allow the RSS feed to be shared with millions of people around the world.
12. Your done! 

Podcasting is fun and inexpensive way to express yourself by sharing your unique perspective to the world. Thans for reading and if you have any questions about podcasting contact me here:

Twitter: @JoeGrins

Facebook: Joe Gray

Links:
My Podcasting Setup Youtube Supplement

Buying Guide

H4N Settings

My Podcasts:

Fleeting Thoughts Podcast

Fractal Focus Podcast

Podcasting Guide: H4N Settings

These are the current H4N settings I use to have maximum quality and control in post production. I have changed settings here and there over time but this works great for me right now. Feel free to experiment and find what works for you. Any settings not listed below are not changed.

1. Input Settings
- Lo Cut = All Off
- Comp/Limit = All Off
- Monitor = On (This allows you to monitor with a headset before hitting the record button)
- 1/2 Link = Off (This allows you to adjust mic strength for each channel independently)
- Level Auto = Off (I recommend not allowing the H4N to control the mic input strength because it may do it mid episode and audio levels will not be consistent)
- Mono Mix = Off (This setting allows you to separate channels in post for more precise editing)
- MS Matrix = NA
- Phantom = Off (If your mic requires phantom power turn this on)
- Plug-In = Off

2. Record Settings
- Rec Format = WAV44.1kHz/16Bit (This creates a WAV file which is higher quality than MP3 but it takes up more storage. If you want to save space consider the MP3 formats but keep in mind the lower the quality recording the worse it can sound after post production)
- Auto Rec = Off
- Pre Rec = Off
- File Name = Default

3. Mode Select = Stereo

Other notes:

4. Power = I like using the AC Adapter when doing important recordings because I would hate to run out of battery and lose anything. I leave AA's in the H4N for backup but I change them out if they run low. If you leave the system with no power it will reset the Date/Time to default making it hard to manage files.

5. If your using XLR cables make sure to select the correct input on the face of the H4N or it will default to the internal mic. It should highlight the 1 and 2 buttons on the left side of the face. The internal mic works very well but will pick up more sounds from the environment than a Dynamic microphone.


Links:

My H4N Settings YouTube Supplement

My Podcasting Setup YouTube Supplement

Startup Guide

Buying Guide

My Podcasts:

Fleeting Thoughts Podcast

Fractal Focus Podcast

Podcasting Startup Buying Guide

Here is a look at the equipment I use and links to where to get them:

1. Zoom H4N (Newer Version available as well)
https://www.amazon.com/Zoom-H4N-Digital-Multitrack-Recorder/dp/B00UK7G3UO/ref=sr_1_4?ie=UTF8&qid=1479246282&sr=8-4&keywords=h4n











2. Senheiser E385
https://www.amazon.com/Sennheiser-Dynamic-Cardioid-Vocal-Microphone/dp/B00006I5R7













3. XLR Cables
https://www.amazon.com/CBI-MLC20-Microphone-Cable-Foot/dp/B000VJJQUU/ref=sr_1_3?s=musical-instruments&ie=UTF8&qid=1479246630&sr=1-3&keywords=xlr

4. SD Card
https://www.amazon.com/dp/B000WQKOQM/ref=twister_B009RUZ7TS?_encoding=UTF8&th=1










5. Download a free audio editing program such as:

Don't forget this file:

• LAME MP3 encoder – Allows Audacity to export MP3 files. 
• Lame for Reaper - Allows Reaper to export MP3 files. 

6. A computer.

That's it!
With this equipment you will be able to produce high quality audio for your podcast.

Check out my Startup Guide Here:

Podcast Startup Guide

Contact me here:
Twitter: @JoeGrins

Facebook: Joe Gray

My Podcasts:

Fleeting Thoughts Podcast

Fractal Focus Podcast

Sacrifice Self for Service

I spent the last six years working for a large electronics retailer and most of that time was as a Store Manager. In the last year I worked there they changed the title to Store Leader to try to infuse some ownership or enthusiasm into the role. The company was constantly changing terms, role definitions and performance evaluation standards in an effort to create impactful "cultural" changes but it mostly led to inconsistency and confusion. Frequently redefining evaluative tools, job descriptions and philosophies indicates a lack of central vision and understanding of psychology. Ambiguity and inconsistency muddy the waters of an organization's central goals and frustrates managers.

While I can go on about this company as a whole it was really the day to day operations and interactions with customers and the corporate structure that weighed on me year after year slowly but surely embittering me toward retail in general.

One of the main reasons I left was a growing feeling of stagnation and sometimes regression. A few years into my time there they created a leadership scoring system from 0-5, where 0 was about the be fired and 5 was about to be promoted to district manager, but the language for determining these levels was too broad and could be interpreted in different ways and it ended up being confusing and dis-empowering. By the end of the first year of implementation I had scrambled my way to level 3 which seemed appropriate and at least meant I was progressing and getting some kind of acknowledgement for my success and commitment.

I made it through the holiday season that year, made a ton of money for the company and worked extra hours with a new team. I had a few anxiety attacks as well as developing a general depression due to the stress and by the end of the year, like past years, I resolved to find something new as soon as possible. When the new year came around I found that I was starting over on the leadership system. I was back to level one and trying to reestablish the basics. Fine. But even after many months and conversations with my district manager I was not progressing. Was I really a lesser manager than the year before? Around this time I started seeing a therapist and when every conversation was about work I realized it couldn't last much longer.

My frustration with the system was leading to poor customer service on my part and after a few conversations with my district manager about it I felt like I was starting over every day. I had lost any enthusiasm for helping people and forgot what I was doing there. Then, one day, I remembered that we sold video games and my store was crushing sales goals. I sold entertainment to people and it should be fun so why did I feel so bad? I realized that the direction and perspective that my superior was offering me was not only demeaning but was simply wrong. I realized that when left to my own style of management my customers, my staff and my self were happier and more effective. I lost respect for the corporate system all together and accepted that it was not going to change and therefore I had to change.

Another reason I was getting fed up with my work was dealing with low-lifes and thieves. My store was essentially a pawn shop and operated under local second hand laws. Many of the customers that would try to sell their property were normal, intelligent people who didn't mind waiting to examine things and would accept the offer prescribed by the computer. Then there were the douchebags. People with brand new controllers that had never been touched and who didn't care that they were losing 60% value because everything is profit when it is stolen. Or people who just take their dirty, stinky stuff out from under their TV and bring it in all wrapped up in wires and wonder why it isn't worth much because it is covered in soda and old stickers.

Shop lifters and scammers were a constant issue and three days before my official last day I had my first snatch and grab. This 20 something white kid comes in and asks to buy two systems and some games. I was stupid enough the put the systems on the counter which is completely my fault. Then, when I ask him for an ID, he grabs the two systems and tries to run out. He fell backwards, dropping them on the floor and created a huge mess. I ran out from the counter and by then he was grabbing one of them and ran outside to a waiting SUV in the parking lot. He only got the one item but it was still very shocking. I should have never had the expensive items within arms reach but in six years I never thought it would happen to me. During my last two shifts I couldn't help but imagine every young man as a threat.

Dealing with the police was always pleasant enough but having to accept obviously stolen property because of discrimination policies was frustrating. I understand why they exist but sometimes it would have been nice to tell someone to fuck off and never come back. My boss would say, "What would you do if you owned your store?" and I can say I would have done things a bit differently. Such as getting rid of certain customers and using payroll more flexibly but I always tried to do what they wanted.

 Before I decided to quit I looked into the future and only saw myself becoming more and more bitter and depressed. The money was good but I was still living month to month, barely saving anything and it certainly wasn't worth the stress and lack of fulfillment. The longer I live and the more I listen to wizened elders I think that fulfillment in one's life and a feeling of accomplishment will lead to more self-esteem and happiness. Finding something that is self directed, creates value, allows for freedom of expression and is personally worth while is not easy but I don't think everyone needs a dream or calling to be successful. They just need a chance.

I think that sometimes taking a risk and venturing into the unknown is the only way to take the power back from those that would use you for your hard work and loyalty without truly caring about who you are. Feeling like an easily replaceable cog in a bloated corporate machine is a great way to sacrifice self for service but I wanted more. Maybe I'm delusional or narcissistic but there has to be more to life than selling video games for shareholders.

So, I quit. If I had stayed I would have had the biggest bonus to date, $1000 or more in free gaming swag and been given two awards for beating sales goals. But would it have been worth another holiday season? Another Black Friday and after Christmas sales? Would it have been worth the frustration and stress of trying to do everything I was told like a good manager? I don't think so. Nothing is worth feeling terrible when I have the luxury of choice and the knowledge that time is all I have. It wasn't a bad job and the company wasn't a bad company but it wasn't for me.

My brother offered me his garage and I moved in with him and his family a few weeks ago.  We are starting a business in media production and I miss my friends already. I moved far from the home I made in Eugene but I'm excited to learn something new, work hard, and try doing something creative and valuable. I am starting over and I don't know exactly what my future holds but I'm doing something for myself for a change and that is proving to be supremely liberating. I don't miss working there for a second.

Thanks for reading!

Treating Employees with Respect

In my time as a store manager I strived to be the kind of boss that people wanted to work for. When an employee comes to work and feel like they are part of a team that cares not only about the success of the business but about the success of the individual as well they work harder, stay longer, pitch in when needed and stay happier. Here are some not so easy concepts that I am mindful of when on the clock. While this mainly applies to bosses at the store level these tips can help anyone interested contributing to a respectful workplace. 

Be Honest:
Being honest and candid with employees is important. Letting an employee know the real you allows them to reveal their real self, which leads to more trust and more connection. I would often break the facade of "polite customer service agent" when alone, in the back room or in a meeting to give my real opinion about something. I would be honest about how I felt about a conference call, e-mail or customer in order to humanize myself.

Also, be honest about your decision making process. Explain the pros and cons of decisions and ask for input. I would often ask employees what they would do to solve a problem and either offer alternatives or let them go with it. Conversely, like the shoe, I would simply solve the problem in the best way I knew how without input but then follow up with the employee later to ask them about the solution and it's effectiveness and potential alternatives. 

Do the Work:
Only when you work harder than everyone and are willing to do any task you can you expect others to do the same. My least favorite thing to hear another store manager giggle about is how they make new employees clean the toilet. I can see testing employees but making them do it because you don't want to or because you're the boss is disrespectful. Clean the toilet yourself and when people notice that it is important to you they will either do it on their own or have no excuse not to. Do the work that needs to get done and excuses will fall away. No one respects a hypocrite and a hypocrite respects no one.

No Excuses:
Take responsibility and admit when you screwed up. If you want people to be honest with you you have to be honest with them. A little humility can go a long way. Looking in the mirror instead of blaming others sets a precedent of integrity, honesty and self ownership that extends to everyone on staff.

Be Ethical:
Store managers must create an environment of safety, inclusion, and high ethical standards in order to protect the store, employees and themselves. By taking an unambiguous stance on harassment, discrimination and following important policies is the best way to maintain and protect the people that matter the most. Setting a tone of seriousness when policy violations occur and holding people accountable via HR procedures ensures that white lies do not turn into HR nightmares, or worse, legal action. Knowing the rules inside and out and making sure employees know how to report issues and solve problems will help foster a culture of respect and fairness on all sides.

Creating a culture that engenders respect on all sides requires honesty, hard work, humility and ethics and starts at the top. Respecting employees means respecting their intelligence, humanity and individualism. I believe respect can only be earned and like any relationship it is a two way street. Treat people better than you want to be treated (especially if you're a masochist) and you'll be surprised at the results.

Thanks for reading!

Some Notes on Conference Calls

We have conference calls once a week. They are a good time to check twitter, facebook, tinder, back to twitter, back to facebook, play solitaire, text people, watch a youtube video with no sound... You get it. Every once in a while there is a piece of important information that I write down but if I don't a thorough set of notes will show up in my e-mail an hour or so later making any notes unnecessary.

Sometimes my boss just drones on for minutes about how we are failing to "Set ourselves up for success," or ask "What plans do you have for saturday's event," followed by 35 seconds of silence before someone chimes in with blather about "making it fun," or "putting up streamers." Generally boring shit. Genuine but boring. So, as someone who has listened in on hundreds of monotonous conference calls and wasted hundreds of hours, here are some ideas to mix it up and keep people engaged.

1. Take role quickly but if someone is not there don't take time to find them. They knew about the call and if they miss the information that is on them. Don't waste the groups time finding people who aren't there. They may jump on later or they have better things to do. If you are concerned call them to follow up after the call.

2. Have a goal. Retail is fast paced and there is a lot to do. A conference call should be important and for a purpose. If it can be sent in an e-mail then send it in an e-mail.

3. Set a time limit and stick to it. Let the group know how long to expect the call to go beforehand and if you say it will take half an hour then make sure to get what you need done in that time.

4. Encourage participation and not from the same 4 people. Everyone's perspective can be instructive to the group and a chance to learn. Call on people to talk. Switch up presenters if they are a regular part of the call.

5. Ask questions that facilitate conversations such as:
-"What are your focused goals this week ...insert name here..."
-"How can we maximize customer satisfaction?"
-"Do you think that ...insert practice here... is working? Why or why not?"

6. Call it off sometimes if there isn't anything important that requires a group discussion. Or because people are busy or just because you want to give them a little extra time to focus on other important activities.

7. Sometimes, instead of the call make individual appointments in person or on the phone to discuss important matters or just to congratulate a job well done.

8. Follow up with people on a one on one basis to check for comprehension and general effectiveness of the call. Was it helpful? Did they get something out of it?

9.  Be positive and uplifting. Compliment successful results and actions. Thank people regularly. Remember this isn't life or death and everyone wants to succeed.

Human Behavior: A Retail Perspective

When I watch people and try to understand the motivations and underlying psychological processes involved in everyday stupidity I am often baffled and frustrated by the seemingly obvious yet complete absence of common sense, logic, reasoning and simple observation in others. People, and I am sure I am guilty of plenty of stupidity, do the most ridiculous things in economic environments. Both customers and employees can often make even the simplest task superbly arduous.

I am not going to bore you with a list of examples of ridiculously stupid things people do while trying to navigate a merchant's wares because I have no doubt that you can come up with a half a dozen before you finish reading this sentence. You might be thinking of a time when a customer asked you where they might find the thing that is right in front of them, or asking you if your product is alphabetized when even a quick and rudimentary test of this hypothesis would instantly answer the question, or said it is illegal to not have a display item in stock. So, instead I will make a list of the variables I try to remember when I have my wits about me and stave off the inclination to scream.

1. People are stupid.
If 50% of people in the general public are below average cognitive abilities, as scored by a variety of IQ tests, then 50% of people are simply not working with the required equipment to make the kind of economic and practical decisions afforded them. For example, people will get insurance on something that worth a small amount and not on something worth a much larger amount because the smaller number is less money not more valuable. But it is the more expensive item that will be more expensive to replace and for the most part a smarter person won't get insurance on something they plan on taking care of anyway. They trust that they can manage their environment successfully and mitigate the risks. A lesser intelligent person does not think rationally about the future but relies on an instinct about the here and now. This is a generalization and may not apply to everyone but it certainly is something I think about when trying to understand human behavior.

2. People are Ego managers
People are often times very concerned with maintaining a perspective of themselves that is completely positive. Telling them they are wrong or explaining a deficiency in their thinking sparks defensive maneuvers and they may lash out, or retract entirely, imagining you as an attacker. They may bolster their claims with unwarranted certainty or hurl accusations. Or, even before speaking to them they will attempt to dominate the conversation with demands either veiled in awkward levity or aggressive expectation. Most people haven't taken a hard look at their flaws and assumptions about themselves enough to go through the world with humble curiosity. Is that so crazy to expect?

3. People do not see things from other perspectives
People often times are incapable of seeing things from another's perspective. When they see someone that works somewhere they see them as a means to their end. They see them as a tool to do as they desire. (This is partly a product of the modern corporation bending over backwards for years for customers that do not deserve courtesy.) Many people have never worked in a customer service field, with other people directly, or understand how businesses work and many people, in the general public, have really never had a job. They've never been someone who serves others so their empathy is not informed by this experience.

4. Some people are genuinely mentally handicapped
Sometimes I encounter people on the cusp of judgement between thinking they are a deliberately obtuse individual or they might genuinely need my help. It takes a moment of often times my frustration is relieved when I come to realize that this person isn't being a jerk but simply needs a bit of assistance. They do not have the social or cognitive skills to be perfectly polite or understand that I am busy with something else. This is actually a wonderful thing to happen because then I can't blame them for my frustration, I can only blame myself for not being patient.

5. Lastly, (for now), I choose to be here
I am not a slave to my job and choose to go everyday knowing that I will encounter an assortment of inane and sometimes insane people. This is my doing and I should remember this above all else. I choose to look at everyone as if they are time bombs of unpredictable behavior and potentially dangerous intent. I should remember that my own defenses and judgments inform my thoughts and can rule my emotions. I should remember that I can, if I want, simply leave and go take a walk up a mountain if it becomes too much to handle. I have to ask myself if the money is worth the internal turmoil? And if it isn't then I should act, not act out.