Premi er Law
captain’s log
Oct 2020
An Ear for Good Customer Service
Don’t Get Taken for a Ride
I bought a new Jeep about a year ago. Since day one, it felt like something was “off.” When you’ve driven plenty of cars, you can usually tell when something isn’t right, whether it’s something with the steering, braking, acceleration, you name it. When I realized that something was genuinely wrong, I decided to take it back to the dealership. I told them what was wrong. Instead of listening to what I had to say or looking into the problem, I was told, “That’s just how these things drive. You have to get used to it.” Well, I couldn’t get used to it. I took my Jeep to the dealership a few more times. Each time, they weren’t interested in my problem. This is an example of customer service at its worst — when you’re not listened to. With the first week of October being “Customer Service Week,” I thought, why not tell a customer service story? Eventually, another issue cropped up with my Jeep. This was an issue I knew could be addressed. I chatted with one of the service personnel at the dealership and mentioned the steering issue I’d been having for months. It turns out the guy helping me that day was the service manager! After I mentioned my problem, he asked follow-up questions. He was listening! He even went on a ride with me to see the problem firsthand. He started piecing it together. After some investigation, he discovered the problem could be fixed by replacing a part — which he did. Problem solved! This should be the standard for any customer service experience. Businesses should listen to what their customers have to say. For me, I had to get my problem in front of the right person before anything was solved. He was actually
thing when they try to hire a lawyer. You have legal questions or a problem that needs addressed. It’s up to the lawyer to look at the problem from their legal point of view and work with the client to deal with that problem, whatever it may be. If they don’t do that, your problem won’t be solved, at least, not in a way you’re completely happy with. At Premier Law Group, for instance, we try to put ourselves in our clients’ shoes to really understand what people are going through. We spend time with our clients, asking questions and having conversations. Then, we reach into our legal toolbox and figure out what we can do to solve their problem. Basically, we make your problems our problems. That Jeep service manager could have said the same thing as the rest of his employees, but he made my problem his problem. Because of that, he was able to solve my issue and get me the results I had needed for months. I can’t help but think of the mission of the U.S.S. Enterprise . From Captain Kirk’s Enterprise to Captain Picard’s Enterprise , their mission was to seek out new life and new civilizations. They made diplomatic contact with dozens of planets. In order to make “first contact,” you have to be willing to put yourself in the shoes of the other civilization. Kirk and his crew (and Picard and his crew) had to be able to relate to the new civilization in order for the mission to be a success. It wasn’t always easy — and both captains definitely ran into trouble — but in the end, when they asked questions and made a real effort, that’s when things worked out for the best.
interested in what I had to say and did something about it.
A lot of people deal with this kind of
-Jason Epste in
The Spooky ‘StarWars’ Shortage of 1977
the costume shelves empty didn’t throw in the towel. Instead, they went and found some brown towels to make their own Chewbacca costumes.
A long time ago … in October of 1977 to be exact, Halloween was fast approaching and many parents faced a major dilemma. That year, kids didn’t want to go trick-or-treating dressed as vampires, witches, or ghosts. The classic costumes simply wouldn’t do. That Halloween, almost every child in the United States wanted to dress as their favorite character from the new hit movie, “Star Wars.” Today, you can walk into a Halloween City on Oct. 30 and easily pick up a costume for Rey, Darth Vader, or Princess Leia. But in 1977, less than five months after the release of the first movie in the popular franchise, getting your hands on “Star Wars” merchandise was a bit more difficult. Ben Cooper, a costume company in Brooklyn, had the foresight to license “Star Wars” for costumes right after the movie came out. Unfortunately, they didn’t foresee how great the demand for these costumes would be. Retailers across the country were selling out of “Star Wars” costumes as fast as they came in. Some stores reported selling more “Star Wars” costumes than pumpkins. Kids who got their hands on an authentic Han Solo or C-3PO costume were considered lucky. But kids who arrived at the store to find A Different Kind of Halloween Staying Safe While Getting Spooky This year, Halloween falls on a Saturday. That’s just about the perfect day for this chilling holiday. Kids get to stay up late (past the witching hour) and adults can do whatever they want — even go to bed early! Of course, while Oct. 31 may fall on the ideal day for trick- or-treating and other spooky revelry, this year it isn’t without new safety concerns. The two questions on everyone’s mind are: Is it possible to safely trick-or-treat or party in the era of COVID-19? Do we have to cancel Halloween? The answer is, by all means, up to parents, but there are plenty of ways to stay safe while having plenty of ghoulish fun. Here are a few ideas: Socially distancing and trick-or-treating. Keep groups of kids limited to about four or five people and avoid congregating. If kids do go out around the neighborhood, make sure they keep a healthy distance from other groups. Additionally, large groups should be discouraged. Kids shouldn’t congregate in one place for too long, either. Keep things moving!
In the current age of cosplay, homemade costumes based on movie characters are commonplace, but in 1977, this was uncharted territory. Kids searched for white dresses to be Princess Leia and bathrobes they could cut short to mimic Luke Skywalker. Moms everywhere broke out their sewing machines and created
costumes using only action figures for reference. It was grueling work, but it showed how much kids wanted to spend Halloween in a galaxy far, far away. The “Star Wars” costume shortage marked a new era for Halloween — one where making your own costume was just as cool, if not better, than buying it.
Socially distancing and treats. Most homeowners aren’t too keen on the idea of dozens (or hundreds) of kids coming up to their doors this season. The easy solution is the classic bowl of candy on the doorstep. Of course, that isn’t without its risks either, since everyone will be putting their hands into the same bowl. Instead, place candy in individual sandwich baggies and spread them out on a table near the front door (weather permitting). Mask up! The great thing about Halloween is that most costumed revelers are already wearing masks. While costume masks are not medical devices, they are better than wearing nothing — provided they cover the wearer’s mouth and nose. Consider incorporating a mask into your costume this year — this goes for kids and adults alike. (Bonus points if the mask is a genuine piece of personal protective equipment!) Sanitize! Sanitize! Sanitize! Everyone should keep their hands as clean as possible. Kids should carry a travel-size bottle of hand sanitizer with them while they’re out and about. It’s also a good idea to keep a pack of disinfectant wipes on hand to give candy buckets and wrapped candy a quick wipe down before digging in. One final tip: When costumed revelers return home, put costumes in the wash (if possible) and keep them separate from clean clothes.
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The Best Ways to Help Someone After a Car Accident
Online reviews and testimonials tell a story — and we want to hear what you have to say! Your review helps connect others with Premier Law and it provides us with important feedback. We want you to share your experience! It can be as simple as a sentence telling people how we did. All it takes is two minutes. On Google, simply search “Premier Law Group, PLLC” and the location of one of our offices — Seattle, Bellevue, Renton, or Federal Way — and click on the Google reviews link to add your own. Thank you! We appreciate your feedback! HowDidWe Do?
Car accidents are common, and they happen to the best of us. Even if you personally haven’t been involved in a car accident, chances are you know someone who has — a family member, a friend, a coworker, or a neighbor. According to the National Highway Traffic Safety Administration, in 2015, there was an average of 17,250 car accidents per day in the U.S. That’s over 6.2 million per year. In addition to that, these numbers have been steadily climbing in recent years. If someone you know is involved in a car accident, one of the best things you can do is to be there for them. This can make a world of difference in their recovery. Spend time with them. The days, weeks, and sometimes months following an auto accident can be exhausting. The person involved in the accident may not have the energy or interest to go out and do things. Spending time with them at home ensures that they’ll have an ongoing social life that doesn’t have to be exhausting. This can be as simple as watching a new Netflix show together. Provide them with food. Again, life immediately following an accident can be draining, not to mention stressful. When you’re spending time together, offer to order in, make them a healthy meal (with a few days’ worth of leftovers), or go all-out and help them meal plan for the days and weeks ahead. They may not have the time or energy to think about food, but it’s a necessity. Drive them to appointments . After an accident, they may or may not have regular access to a car. This means they may need help getting to doctor appointments, meetings with attorneys, or getting groceries. Offer to take them where they need to go and let them know you’re there for them in their time of need.
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On Screen
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What is Good Customer Service, Really? When ‘Star Wars’ Invaded Halloween How to Stay Safe and Have Fun This Halloween! Great Ways to Help Family and Friends After a Car Accident
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What Really Happened the Night Martians Invaded New Jersey?
This publication is intended to educate the general public about personal injury, insurance claims, and small-business issues. It is not intended as legal advice. Every case is different. Our newsletter may be freely copied and distributed as long as the newsletter is copied in its entirety.
The Night Martians Invaded NewJersey
Orson Welles Recounts ‘The War of the Worlds’
Higher-ups at the CBS radio studio where Welles delivered the live reading called and told him he needed to stop and remind listeners that this was a work of fiction. The panic, it seemed, was growing as the Martians “approached” New York. A little later that night, police showed up at the studio with the intent of
On the evening of Oct. 30, 1938, an eloquent voice graced the airwaves in New Jersey:
“We now know in the early years of the 20th century, this world was being watched closely by intelligences greater than man’s, and yet as mortal as his own. We now know as human beings busied themselves about their various concerns, they were scrutinized and studied, perhaps almost as narrowly as a man with a microscope might scrutinize the transient creatures that swarm and multiply in a drop of water …” And so began Orson Welles’ classic radio broadcast, a retelling of H.G. Wells’ “The War of the Worlds.” Peppered in the retelling were fictional news bulletins informing the public of an alien invasion. Martians had arrived in New Jersey! Some listeners, who had missed the fact that this was a retelling of “The War of the Worlds,” assumed the news bulletins were the real thing. Frenzied, they called local police, newspapers, and radio stations hoping for more information about the invasion. What were they supposed to do?
shutting the whole thing down.
The next day, the story broke across the country — newspapers reported on mass hysteria and stories poured out that the nation had erupted in panic. However, as we now know, the extent of the panic was exaggerated. In fact, the program didn’t even have very many listeners that night, and most who had tuned in were aware they were listening to a radio play rather than a news broadcast. American University media historian W. Joseph Campbell, who researched the broadcast in the 2000s, found that while there had been some panic, most listeners simply enjoyed the show. It turns out the person who was the most frightened was Welles himself who thought his career had come to an end.
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