Death & Halloween

The current merry celebration of Halloween -- the costumes, the candy, the decorations with simulated ghosts and skulls -- belies a deeper truth. I'll get to that in a minute, after a brief detour. 

What we call 'death' is simply the release of the eternal soul from the physical body. That is, the soul doesn't die, it just continues on without a physical instrument. If you aren't yet convinced, then go here, read some of the info (there's a lot!), and follow some or all of the links. Another great source is here. A great, easy to read book is Twenty Cases Suggestive of Reincarnation, by Ian Stevenson, M.D (Stevenson found over 2500, but only 20 are chronicled). After you look at all that info, it's pretty hard to deny the reality of an eternal soul.

That soul, without a body, may or may not be able to perceive things in physical reality -- we don't really know, and it may vary from soul to soul. The lack of a body also makes it really hard to communicate with most humans, because the emodied humans aren't capable of non-physical perception. So you can think of the 'death' of a loved one as a change of state. You miss that person more because of a lack of communication skills on your part than anything else. 

Back a little more than a century ago, if someone moved from the 'old country' to the US, or from the Eastern seabord to the frontier, that person might never see his family again. If that person or his family were quite poor, he might never speak to them again, either. So today, communicating across 'the veil', is not so different from communicating across the Atlantic back then. In fact, we can use technology to communicate with those on the 'other side. 

What does his have to do with Halloween? According to Wikipedia, the word, Halloween (or Hallowe'en), comes from All-Hallows-Even ("evening"), that is, the night before All Hallows Day. 

Further, Halloween is 

"linked to the Celtic festival of Samhain, whose original spelling was Samuin (pronounced sow-an or sow-in)".The name is derived from Old Irish and means roughly "summer's end"...   The festival of Samhain celebrates the end of the "lighter half" of the year and beginning of the "darker half", and is sometimes regarded as the "Celtic New Year".

"The ancient Celts believed that the border between this world and the Otherworld became thin on Samhain, allowing spirits (both harmless and harmful) to pass through. The family's ancestors were honored and invited home while harmful spirits were warded off. It is believed that the need to ward off harmful spirits led to the wearing of costumes and masks. Their purpose was to disguise oneself as a harmful spirit and thus avoid harm. In Scotland the spirits were impersonated by young men dressed in white with masked, veiled or blackened faces. 

"Another common practice was divination, which often involved the use of food and drink.

So if you're going to try to contact a loved one who is 'on the other side', this weekend would be the time to do it! 

(And if you're really missing a loved one, I can help you with that. I'm not a medium, but I can help you with the 'missing' part, the longing. Give me a call at 888-4-hollis, which is 888-446-5547.)

Yes, Virgina, ESP does exist!

Although scientists can't explain it using current models, a meta-analysis of empirical scientific studies for over 150 years shows that extrasensory perception is real. My favorite line is

"traditional cognitive and neuroscience models, which are largely based on classical physical concepts, are incomplete."

Entangled Minds: Extrasensory Perception and Quantum Models of Cognition

Evidence of changes in human mass consciousness

This is really stunning:

"... the number of people in Western society experiencing a lucid dream has increased by up to 40 per cent in the last 30 years.

In fact, current estimates are that most of us — eight of every 10 people — will experience a lucid dream at some point in our lives."

There is a lot more in this article, including info on how lucid dreams differ from 'normal' ones, and from waking consciousness, as well as info about the personalities of lucid dreamers and geomagnetic effects on human capacities.

In all our dreams | The Intention Experiment

Quick: Would you rather be liked or respected?

Yes, I know, you want to be liked and respected. But if you had to choose only one -- because sometime you may have to -- which would it be? Your answer to that question could change the course of your life.

Confession time: I was 9 years old, in sixth grade, and in a new school for the third time in 3 years. That alone, being the new kid, 2 years younger than everyone else, made me different. Furthermore, this particular school had a very, um, developed culture, one which I neither knew nor understood. To make matters worse, I quickly ended up on the 'wrong' side of a political discussion, that is, taking the opposite point of view to everyone else (I'm pretty sure we were all parroting our parents' beliefs, and my parents just thought differently than the other parents).

To my parents' great surprise, I instinctively framed the question as one of being liked (for agreeing with everyone) versus being respected (for backing up my opinion with research, which I did). I held my ground in arguments for a week or so, during which time I was ostracized, and then the whole episode faded away. What I took from it, though, was the knowledge that I could stand up for my point of view -- and live.

Wanting, or needing, to be liked is natural, and inculcated in us as toddlers. If we act in ways that please our parents (aka the adults who control our lives), then we get fed and held and smiled at and other treats. If we don't please our parents, we're punished in a variety of ways. So we learn to please others as a way of getting what we want, or at least avoiding what we don't want.

But it often goes too far, and becomes co-dependence, a state in which you deny your own needs to the point of not even being able to recognize them any more. You value others' approval of your thinking, feelings and behavior over your own. This people-pleasing behavior may even attract (or allow) abuse. Eventually, you no longer know who you really are. You go along with the crowd, you think inside the box, and you wonder why you're unhappy.

Choosing being respected over being liked, on the other hand, means following your own conscience, even when it leads you to do things that others don't like. That can get you ostracized, which can mean feeling mighty lonely.

The upside of this is that you're clear about who you are, and what you want. You're free to learn what you want, think what you want, to say what is right and appropriate, to stand up for yourself. This is very difficult as a kid, because you are truly stuck -- you don't get to choose your neighborhood or your school. But as an adult, you can move, you can change jobs, or even fields -- or you can just find new friends!

Now: which do you choose, being liked or being respected?

Love means... never having to feel pain?

Intense feelings of love use the same parts of the brain that pain uses. So preliminary research shows that when you're feeling madly in love, you are less likely to feel physical pain.

Love takes up where pain leaves off, brain study shows

Maybe this is why a break up hurts so much? Because you're now feeling pain you haven't felt in a while?

The study also shows that distraction alleviates pain, too. This is something you can use. Next time you feel pain, enumerate sports that don't use balls -- or think of your favorite food, or your happy place.

Book Recommendation #2: "Crowdsourcing"

What do iStockPhoto, Barack Obama's 2008 Presidential campaign, "American Idol" and Wikipedia have in common?

They're all crowdsourced, which means that a vast number of people contribute, either information, opinions or money. This is the wave of the future, and is already changing a number of industries, from journalism to publishing to entertainment. More than that, it's changing society, back from a consumer culture to one where the line between producer and consumer is blurred (think about it, before mass production, a small group pretty much consumed what it produced).

The rewards that drive the crowd are not, primarily, monetary. They are, instead, the ability to create, to share what they've created, to learn, collaborate and to have a good reputation among their peers.

The book has a clear history of crowdsourcing, and why it works, as well as a first take on the 'rules of crowdsourcing' -- how to make a crowdsourcing effort work. Oh, and a great investment tip, too!

Book #1: This Isn't the Story You Think It Is

If you have ever tried to stick to your spiritual beliefs (like staying positive) in a crisis, this book is for you.

It's a beautifully written memoir, by a woman navigating a crisis that threatens to tear her life and her world apart. She writes clearly and candidly about what she sees, like this:

"...here's what I am convince of. In fact, I think it's the key to a relationship. Any relationship:

"If you get out of someone's way, they will fight and they will kick, but eventually, there's nothing they can do but look at themselves and get real. Very, very real. Or totally self-combust in a life of lies. Or that dear opiate, denial."

She holds her ground, using Buddhist principles (though she doesn't mention Buddhism till about page 200, and then only in passing). She uses the situation to look at herself, learn lessons, and shift -- an example for us all.

Reading and Writing

I read a lot. Really a lot. Usually at least one book a week, often two -- and I've done that for most of my life. When I was a kid, my dad used to refer to me affectionately as Connie, the Constant Reader (he inculcated the habit in me). I've even been known to read while walking. It was a big relief that at Harvard Business School, other people were doing that, too -- I was no longer the only one!

I've been wanting to share the really good books with you -- the 'keepers', the ones that either make a big impression on me, or the ones that I know I'll be referring back to with some regularity. Now Amazon has made that easy! I can't promise that I'll have a book of the week, or even a book of the month, because I read a lot I can't strongly recommend. I do have a backlog, though, so there may be more than I think...

As an aside --

I credit reading with any writing ability I have -- William Goldman (author of The Princess Bride, Marathon Man, and many others) taught me to write. I was captivated by his first book, Boys and Girls Together, which my dad shared with me when I was probably way too young for him to have done that, maybe 13. So I searched out other books Goldman had written, and loved that he told stories not in any fancy language, but as if he were literally talking to me. (The Princess Bride is really amazing for this. Although the movie depicts the fantastic story-within-a-story very colorfully, it pretty much leaves out the real world part, which was my favorite part. If you loved the movie, you should still read the book.) Adventures in the Screen Trade and Which Lie Did I Tell? are two more 'write as you'd speak' books.

Pollution comes home -- in a deadly way

Air Pollution Appears To Foster Diabetes - Science News

My Life in Pictures

If you are my friend on FB, you know that I post a photo just about every day (courtesy of my iPhone). It started as a way to share the amazing things I saw each morning when I walked. Then I realized it was a way to show up without having to think of anything to actually say. Because there are lots of days when I don't have anything special to say.

Now I realize it's a photographic diary of my life. Because all those photos of flowers and dogs and rabbits and turkeys and mountains and beaches are my memories. When I look at one  of them, I can recall exactly where I was standing, and who, if anyone, was there with me, maybe even the conversation that happened. It's a full 3-D recall, partly in my body, looking at the phone's screen as I framed the photo, and partly outside my body, looking down from the sky. Looking at a photo, I can reach back into that morning, and maybe even recall a bit about how the rest of the day would unfold.

Does that happen for you?

I don't think it happens for everyone. In fact, my teenaged stepson has a kind of inverse reaction. A few months ago he told me that the only thing wrong with last night's party was that no one had taken his picture. The gist of the conversation was that if he wasn't in anyone's photos, then somehow, he wasn't quite there.

I'm rarely in the photos -- I'm usually the one taking them, and I wouldn't have it any other way.

Depressed? Get out the sneakers and the yoga mat.

The Real Cause of Americas Mental Illness Problem

In Praise of Doing Nothing

We live in a culture that prizes busyness -- as if, the more busy we are, the more important or valuable we are. That's a fallacy.

There is a difference between being busy and being productive. You can be busy doing almost anything. I know one woman who managed to make cooking and cleaning a 3 bedroom apartment a full time job -- for over a decade. And that worked for her.

But if you are continually doing something, and you'd rather be doing something (anything?) else, then you need to compare how you are spending your time, to see if it matches what is important to you. Try keeping a diary of how you spend your time for a couple of normal (i.e. non-vacation) weeks. You can do this easily by keeping a small (2"x3") notebook with you, and noting the time that you changed activities. You might learn some really interesting things about yourself.

At a minimum, you might figure out what to let go of. Do you need to change the sheets every week? Would every other week be okay? Do you have to do the laundry? Can someone else do that?

On the other hand, productivity can look very lazy. Aaron Sorkin (The Social Network, TV's The West Wing) recently said that when he writes, he spends a long time, months even, pondering all aspects what he's going to write before he puts pen to paper. And that pondering can look like a lot of watching ESPN.

Even when you're not pondering, sometimes there's just nothing to do. You've done all the prep you can, you've made all the calls, and you have to wait for an answer, whether it's from a huge potential client or the universe. You can make yourself crazy while you wait -- or you can relax and do nothing.

So what looks like doing nothing can be a precursor to something big.

Learn Different Models of Communication

Today's workplace demands more communication skills than ever before. 

Considering the sheer quantity of information, communication media, generational and cultural factors, and pace of change, communication competence is crucial.

Traditionally, how we communicate has been seen as a function of our culture, personality, upbringing, and maybe even intellect. We have informal models of how to communicate, as well as formal models we may have learned along the way.

While businesses have long recognized the need to improve communication and develop people, and have used a variety of approaches to do so, few know how to leverage Communication Modeling to serve their enterprises.

Intended for both users and providers of communication modeling, this panel lays a foundation for thinking about modeling communication and highlights the benefits and distinguishing features of several widely used models, including Compassionate / Non-Violent Communication (NVC), 5 Dynamics, and Neurolinguistics.

This is in Santa Clara, CA on Oct. 4, from 6 - 7 PM. Sign up at www.sbodn.com

 

The Future of Privacy

Are you upset about the lack of privacy on the web? About how current or potential employers can see those photos of you from college, or worse, high school, of you doing the stupid things you still can't believe you did back then? Perhaps a little historical perspective is in order.

Back when humans lived in small clans, and even when we lived mostly in villages, everyone knew everyone else's business, all the time. You couldn't have an adulterous affair, and expect not to be branded with the letter A. If your acts were too outrageous, you had to leave the tribe or clan, which in some cases meant certain death. Consequently, people moderated their behavior to suit the norms of their society.  Yes, it was stultifying, and you can read about that in countless Victorian novels. (There are still places like this, places where entire extended families sleep in the same room, and so nothing is private, not even sex between a husband and wife.)

Towns and cities grew. More people moved away from their farms and small towns to live in these cities. Living alone in a city, you began to feel that what you did was private, and largely anonymous. (Please note that anonymity is often conflated with privacy here.) The result of this privacy/anonymity is the feeling that you could indulge in all sorts of debauched or nefarious behavior without anyone knowing, which is to say, without consequences. And you feel the strongest privacy/anonymity within your own home, your refuge from the outside world. (In the US, this is partly because of the 4th Amendment to the Constitution, which states, in part, that "The right of the people to be secure in their persons, houses, papers, and effects, against unreasonable searches and seizures, shall not be violated".) 

Along comes the Internet, and especially Facebook, which has made it ridiculously easy for you to document your own life if you have access to a computer and/or a smartphone. Unfortunately, all your friends can do this, too. So now, any unguarded, embarrassing behavior, even done in your own home, can now be opened up to the scrutiny of the entire world. Global village, indeed! We are, in fact, coming full circle. Or as Eric Schmidt, CEO of Google, says, "If you have something that you don't want anyone to know, maybe you shouldn't be doing it in the first place."

Now imagine that the internet is a precursor for humanity's development. Envision a world where the internet is unnecessary because everyone can tap into the same knowledge base, where everyone has internal access to all knowledge all the time. Envision a world where everyone has fully developed intuitive abilities -- especially external clairvoyance (the ability to see everyone's energy fields), clairsentience (the ability to feel other's emotions) and telepathy (the ability to know what others are thinking). This is where I think we're headed.

You'll have to modify not only your behavior, but also your thoughts, which cause your feelings, or everyone will know. The good news is that you'll know everything about everyone else, too, so they'll have to modify their behavior and thoughts, as well. This will result in more fair trade, because everyone will be aware of the consequences of their purchases. It will also result in a lot less crime, as it will be intuitively obvious to everyone that a crime is about to be committed, and people will choose to intervene gently. People will eventually be easier on themselves, too, because they'll have example of how to change their thoughts, so they don't have to beat themselves up.

A Prayer for the Year

The Jewish New Year, 5771, begins tonight at sunset. Beginning the year in the fall, when the harvest comes in and school begins has always made more sense to me than when we celebrate it on January 1. Anyway, a few years ago, I came across the following prayer, and want to share it with you. Please read all the way through -- the good stuff begins at the fourth paragraph. 

Rosh Hashanah Prayer

On Rosh Hashanah it is written 
And on Yom Kippur it is sealed:

How many shall leave this world; and how many shall be born; who shall live and who shall die, who in the fullness of years and who before; who shall perish by ire and who by water, who by sword and who by a wild beat; who by famine and who by thirst, who by earthquake and who by plague, who by strangling and who by stoning; who shall rest and who shall wander, who shall be serene and who disturbed, who shall be at ease and who afflicted; who shall be impoverished and who enriched, who shall be humbled and who exalted.

BUT REPENTANCE, PRAYER AND DEEDS OF KINDNESS CAN REMOVE THE SEVERITY OF THE DECREE.

Each of us is an author

Writing, with deeds, in the Akasha

And each of us has the power

To write lines that will never be lost.

No song is so trivial,

no story is so commonplace,

No deed is so insignificant

That it is not recorded.  

No kindness is ever done in vain

Each mean act leaves its imprint

All our deeds and thoughts, the good and the bad,

Are noted and remembered in eternity.

Remember always

What you do lives forever.

The echoes of your words

Resound until the end of time.

May our lives reflect this awareness

Mar our deeds bring no shame or reproach

May the entries we make in the Akasha

Be ever acceptable to You.

[Note: I have changed a the words "Book of LIfe" to Akasha and "Him" to "You" to make it feel more personal.)

Work Ethic on Tour

Q: What do you do when you're the headliner at a music festival, and you're sick?

Yesterday was my annual day of being a roadie at the Sausalito Art Festival, which actually has a huge stage and features live performances by formerly huge acts. This year's lineup included The Bangles, The Fixx, Pablo Cruise and Dave Mason. Dave Mason was the headliner yesterday, filling the last slot from 4:30 - 6PM. I heard that Dave Mason wasn't feeling well, that he was recuperating from some bug.

I was working security to backstage, which basically means making sure no one goes back there without a pass. This is a bit tricky, because the performers have to walk back and forth from the real backstage across a public walkway to the dressing room area, they don't wear their passes because that would look silly on stage -- and although I know the music, I wouldn't know any of these people if I fell over them. In addition, the bartenders keep their booze back there, but are not given backstage passes. So you have to watch faces, and I do.

Right before Dave Mason was supposed to start, one guy without a pass, muttered "I don't wanna go to work today" as he walked from the dressing room area to the true backstage. I figured it was one of the musicians -- who else would be saying that?

A few minutes later, I was watching the show from back stage -- and the guy who 'didn't wanna go to work today'? Dave Mason.


A: You show up, give it your all anyway -- and leave the crowd happy.

Does Your Language Shape How You Think? - NYTimes.com

Anyone who has ever studied another language has probably wondered about this. I remember thinking about the English word, 'well', which is translated into 'bien' in French. 'Bien' has many more shadings of meaning than the adjective or adverb 'well' -- and 'well' is also something you get water from in English, while the French word for that is 'puits'.

Does Your Language Shape How You Think? - NYTimes.com

Intentions, Affirmations, Decisions

Do you set an intention before you do something? I often do. I like to ask participants in my classes to set an intention for the state that they'll be in during the class, or for what they choose to get out of the class. I've noticed that when people do this, they tend to get more out of the class.

Have you ever done an affirmation? If you have, you probably know how powerful they are. In case you've never done one, it's a positive, present tense statement of something that  you want, that can be controlled by you, as if it already existed. I'm a huge believer in affirmations, because a few of them have really changed my life, including the one that brought my wonderful husband to me. (Want to know how that can work for you? Call me for a session.) Others have changed my relationship to time and to myself. 

Just today, though, a very wise woman pointed out that there is something even more powerful -- a decision. Normally, we think of decisions as being choices of what to do or not do. She was talking, however, about deciding what to think and what to believe. Yes, you can choose your beliefs, that is, you can choose what you take as real. You can decide what to believe about the world -- and about yourself.

No matter how cavalierly we use them, words have actual meanings -- meanings which carry the energy from their root words, and from the billions of times the words and their roots have been used.  So it's important to pay attention to the distinctions between these words:


Intention is from Latin intendere, to stretch out for or aim at. So when you intend something, you are saying, 'this is my goal -- but I might not make it'. You are allowing the possibility of failure.

Decision is from Latin decisio, a cutting short. The implication is that you are cutting off all choices but one. This manifests in reality. When you decide, you are only allowing that one thing to happen.

Affirmation is from Latin affirmare, to present as fixed, or make firm. So in order for an affirmation to work, you must first decide that this is so.

It seems from these definitions that you can have a general intention, but for actual results, it's best to make a decision, which you then restate regularly in an affirmation.

Neurolinguistics teaches us that nominalizations, which are nouns made from frozen verbs, rather than real things you can touch, are less powerful than the verbs that spawn them, because they hide lots of information. That is, you can 'make a decision' and it's a complete thought, but if 'you decide', that is not a complete thought. It requires you to state what you decide. Similarly, you can 'have an intention' while you must intend something in particular, and you can 'do an affirmation' while you must affirm something specific.

To get results then, what works best is to decide something, and then to affirm that decision regularly.

Watch your Metaphors!

The words you use really do matter, because your unconscious mind, and your body, hear every word you think, and take them much more literally than you can imagine -- along with all their (less tan obvious) implications.

I especially like the part about the 'knight in shining armor'.

News

How NOT to Serve Customers

You may or may not have noticed that I've been a little slow to post lately. It's due to external circumstances, including the upgrade of my financial software. My Credit Union upgraded their website, which required that I upgrade my Quicken software, because they no longer support the version I was using.

The latest version is stripped of many features, so the one before that is actually better, as it is more complete. (How ridiculous is this? Is Quicken's owner just trying to get me to upgrade to the more expensive QuickBooks, which I don't really need, to get the features that used to be in Quicken? Note to self: anything entitled 'Essentials' means stripped.)

When you download Quicken for the Mac, you then have to download 2 patches! (Why couldn't they patch the program so you just have to download it?)

After I downloaded the software and installed it, and the patches and installed each of them. I was ready to use it. Worked fine with my other financial institutions -- just not with the Credit Union.

So I called the Credit Union, and input all my information into the phone tree system, only to have to give it all again when I got a human, who still had to direct me to another human, to whom I had to give all the information again. (If I give this information once, why do I have to give it two more times? Can't your computer system keep the info with my call? Or at least my name? Or my customer number?)

When I finally got the real technical support, I told them I thought this was their problem, because the software worked with every other institution but theirs. I even gave them the error number on the software. Of course, they made me go through a bunch of things to prove that I wasn't stupid and just doing things wrong. And each time, we came up with the same error number. Surprise, surprise.

So they said they had a problem, and would call me in 24 - 48 business hours, which sounds okay, but since they're only open 10 hours/day, that means 3 - 5 business days. (Does 3 - 5 business days sound like good customer service to you?) As that was the best they could do, I accepted that. (We'll call this Day 1.)

They called me on Day 5, and said that they still didn't have an answer for me, but would within 5 business days. They never called me again.

So on Day 11, I called them. (I should not have had to do this.)

I went through the whole phone tree and explaining my problem 3 times again -- even though I gave them the case number at the very beginning. The techie was useless. Worse than that, he told me that my case number had been labeled 'satisfied'. This infuriated me, as no one ever talked to me to give me information or find out if I was satisfied! (Don't ever label a customer trouble case satisfied without talking to the customer.) I asked to speak with his supervisor.

The supervisor was also useless, and told me it was my problem, and I had to work it out with Quicken. I told him it was a problem between their institution and Quicken, and suggested we all get on the phone together to resolve it. He told me it was impossible to call Quicken, so I should just do chat with them to resolve it. (Do you really believe that it wasn't possible for a corporate customer to call Quicken? I don't. And don't lie to your customer about what's possible -- see below.)

Chat is unbelievably slow, but there is actually an option on Quicken's website for them to call you, so I chose that, on Day 12. (It says they'll call within an hour, but it's actually two hours. (Don't promise what you can't deliver.)

A very nice Indian guy (in New Delhi), who said his name was Sammy, called me. We went through every possible thing that could be wrong with the software (bad data file, bad download, bad installation, etc.) for 2 hours, only to determine that this was not my problem, nor was it Quicken's. We even explored to see if there was a way to download the information from the Credit Union's website. Unfortunately, all that's possible is a spreadsheet download, and Quicken can't import spreadsheets.

I suggested that we call the Credit Union, which Sammy got permission to do from his supervisor. He conferenced me to a third line, dialed, and then I went through the whole rigamarole with all my info 4 more times, till I got to yet another useless tech support person. When I asked for his name, all he'd give me was his first name. When I asked for an extension, he wouldn't give me one. When I asked to speak to his supervisor, and his supervisor's name and extension, all he said was that his name was George, wouldn't give me a last name, or an extension, and George wasn't available, so could he put me through to voice mail? (Don't stonewall an obviously irate customer.) I said no, we were going to stay on the line until we got George, because I was on the phone with the Quicken guy from India, and this was the only way we could all talk, at least according to George. At this point, I'd been on the phone with Sammy for 3 hours. Mr. Stonewall just asked again to put me through to voice mail, at which point, I asked if he was even in the same building as his supervisor, so he could flag him down. More stonewall. At this point, I told him that if I were not on the phone with George in 60 seconds, my next call would be to the President of the Credit Union to complain, naming names. It took so long to get George that while Sammy and I were waiting, I used another phone to call the Credit Union, went through the whole phone tree, and was on the phone with the head of Customer Service (the President's assistant not being available) by the time George got on the phone.

Sammy politely explained, at least 3 times, that we'd been through every possible way that it could have been my fault, so he was completely sure that it wasn't my fault, or Quicken's. George actually heard this, and at this point, admitted that they knew this was a problem they were having! He told me he had no idea when it would be fixed. (!!!) When I pushed him, he told me that it was a '1', or highest priority to fix, and that it had been assigned to a team. (Since he didn't know when it would be fixed, he should have volunteered this info as a way to reassure me.)  He promised me daily updates on its status. He did not call me the next business day, but someone did call me this morning to say that it should be fixed within 48 hours, which would make it Day 17.

Sammy had been on the phone with me for almost 4 hours at this point, and I asked to speak to his supervisor to praise him. (I'm also sending a copy of this to one of my clients who works at Quicken.)

The Credit Union's head of Customer Service told me he'd follow up and make sure things were resolved within 2 -3 business days. We'll see if that happens. If not, you know who I'm calling -- the President of the Credit Union.

So, to sum up:

• The new, upgraded version of software should actually work better than the previous versions. If it's not as good, the company is just ripping you off by withdrawing support for earlier version and thereby forcing you to upgrade.
• Software you download from the company's website should work without patches.
• You should only have to give your information once when reporting a problem.
• Good customer service should have a reasonable time frame, like 24 hours, not 11 days.
• Keep your promises -- if you say you'll call back in a day, do it. 
• Do not label a customer problem satisfied without talking to the customer. Do not hope the customer will just go away if you do nothing.
• Don't make the customer wrong when you know it's your problem. 
• Don't lie to your customers about what's possible.
• Don't stonewall an irate customer -- it will only enrage that customer more.