Water Cooler Conversations

Written by Pat Perry
President, ERC 

Over the past week and month I have been struggling putting my arms around a few things…

• If the proposed Medical Mart is such an incredible destination and economic development machine, why is our town the only one considering getting into this business?

• Why do we let three
  County Commissioners who have no real business experience make $900 million dollar decisions like the Medical Mart?

• Agreeing with Dan Gilbert…why would we build anything underground (Medical mart proposal) with views of the lake or river waiting to be had?

• Why did the Plain Dealer have to threaten a lawsuit to have the Medical Mart plan made public?

• Doesn’t it sound like the Consulting firm from Chicago have the better end of the deal on the Medical Mart proposal?  I have this sense that they are laughing their heads off at us in Chicago.

• Will the City of Cleveland ever paint its rusted bridges, clean up the garbage downtown (which rolls around like tumbleweeds) and bring down the old Howard Johnson’s hotel and Aviation High School?

• Does the Hopkins Airport Director ever travel to other airports and see how efficiently they are operated and how clean they are kept?

• Why is there still paid parking downtown Cleveland?

• Why can’t we place a few palm trees around our town during the warm months?

• Why not give land away for free in the City of Cleveland to any business that is willing to bring in at least 100 jobs into the city?

• Why don’t our newspapers understand that the more they scare people with their shock headlines, the more they reinforce the negative, the greater the likelihood of reinforcing negative behaviors like not buying newspaper advertising?

• When will we realize that we are the economy?  When people quit being scared things will get better.

Perhaps I am just plain dumb.  I try to stay informed, read quite a bit and meet with lots of people.  Seems like they have plenty of the same questions.  Just wish I could run into a few people who could provide the answers.

Written by Pat Perry
President, ERC 

A recent front page of a local, daily newspaper displayed a three-quarter page chart reflecting the downturn of the stock market since 2007. In the left column of the front page, were short stories of layoffs and general negative news.  Most surprising is that the weather highlight indicated “partly sunny” versus “partly cloudy – unusually upbeat for this newspaper.

Well today I am officially boycotting “Section A” of all newspapers and welcome you to join me in that mission.  The front page and much of the content contained in the first section of many newspapers does not do much to maintain consumer confidence and optimism. Negativity and sensationalism is Section A - nothing more, nothing less.  It is certainly not “fair and balanced” journalism.

So, if you still get the paper and feel like me, here is what you can do with a newspaper’s first section that is consistently overly negative:

1. Don’t read it…don’t ever read it.  You are not missing a thing.
2. If you have a fire place, use it with kindling to start your fires.  Nothing like seeing sensationalized, bad news go up in smoke.
3. Line kitty litter boxes with the Section, or use it to house train your new puppy.  It will be poop on poop.
4. Recycle it and the rest of the newspaper.  At least something good will come out of something bad.
5. Send it back to the Publisher and ask for a discount on your paper since Section A is not really news.

The daily newspapers in our land (and the evening news) batter their subscribers with bad news and delight in the words crisis and disaster.  What they don’t realize is that their industry is in a crisis because of the disaster they are printing in their newspapers’ first Section.

Written by Pat Perry
President, ERC 

With a new school season upon us, I recall with some trepidation my school years.  When I was in elementary school (a very long time ago), “New Math” was introduced.  Looking back now, it was a pretty funny label as it was New Math for my parents but not for us kids – we had no reference point as we were never exposed to the old math.  New or old, the numbers are the numbers and none of it was particularly easy for me, especially in my high school years when I took Pre-Calculus (yuk).

There are two “campaigns” going on right now that also use a new form of Math:

• The
  Cleveland Plus campaign emerged, some time ago, as what looked like just another spin on the same old initiative…how to reflect a positive image of our region to residents and outsiders.  What differentiates this campaign is that it appears to be well funded with a smart and creative staff.  Slowly but surely they are making some noise and waking up the community to the positive attributes of Northeast Ohio (www.clevelandplus.com).  There is real interest in the positive news of Northeast Ohio. In fact, ERC’s own version of a regional resource listing www.neoisgreat.com, totaled over 8,000 visitors in July!  The Cleveland Plus campaign is a testament that when people work together across communities 2 + 2 can equal 5!
• On the other hand, in a recent report by Joe Guillen of the Plain Dealer, “Electing somebody to represent the 11th Congressional District for about two months will cost Ohio taxpayers as much as $5.5 million. The Cuyahoga County Board of Elections must stage two votes - a primary and a general election, each costing up to $2.75 million - to replace the late U.S. Rep. Stephanie Tubbs Jones, even though the winner probably will never cast a vote this year. The interim replacement for Tubbs Jones, who died last Wednesday, probably will not be elected until November. The term expires at the end of December. No House votes are scheduled after Sept. 26.”  I am not sure you caught this front page news story last week but my head just about popped off when I read the article.  It’s amazing to me how our state and federal governments can come up with (our) money so quickly! And, in this case money that will be spent for a position that will have virtually no meaningful impact for a few months. Let’s get responsible here Governor – no interim election – please do not spend our $5.5 million dollars needlessly!

In the campaigns highlighted above, the numbers just don’t add up.  Yet, the Cleveland Plus campaign would get an A+ for effort by my former school teachers because the sum of their efforts provides an extraordinary answer. On the other hand, the special election for the 11^th congressional district interim position is not even worthy of a grade - this is one that the parents need to be called in as the student is once again misbehaving.

Written by Pat Perry
President, ERC 

Recently we were informed of an opportunity with Cleveland’s local newspaper to be promoted as a “World Class” organization.  At first glance I thought this to be a real nice opportunity for ERC to receive some positive press about our organization.  Unfortunately, we found that there was a $7,500 advertising fee involved.  Unreal.

So here we go again.  Our American standard of pride once again bows to the almighty dollar.  Is nothing sacred? 

I am not sure whether to shame the organizations that bite at this program or the newspaper for charging companies $7,500 to be labeled “World Class”.  Incidentally, you receive a full-page ad in the newspaper about your “World Class” organization and some promotions on the internet through their dot com affiliate.  It’s a pretty good deal in terms of advertising dollars as full-page ads are almost double the price in their newspaper.

I have a better idea - have the newspaper provide these types of advertising discounts only to organizations that have actually been recognized as a NorthCoast 99 organization, NEO Success Award organization or any of the other credible business recognitions awarded in Northeast Ohio.  Now, there would be a real deal, for organizations that are truly “World Class” and constantly working to improve.

We have great success stories in this region.  Rather than have companies pay to have their story told, maybe the newspaper might start thinking about actually reporting good news for awhile.  With advertising dollars sinking to new lows and the newspaper consolidating operations (and staff) you think that they would finally get the point that bad news just doesn’t sell anymore.

A recent article in the PD expanded on a J.D. Power and Associates survey of U.S. airports. “The flying public found less to like at Cleveland Hopkins International over the past year. Travelers’ opinions of the airport nose-dived, dropping it nine spots to 13th place in the J.D. Power and Associates 2008 North American Airport Satisfaction Study being released today. Hopkins placed fourth the two previous years. The rankings are in their eighth year. The survey separates small, medium and large airports and gives them overall satisfaction ratings based on airport accessibility, baggage claim, check-in/baggage check process, terminal facilities, security check, and food and retail services. “

Wow…what a surprise.  Not.

Let’s take a look at each of these categories…

• airport accessibility - actually not too bad unless you are dropping people off for a flight and/or picking them up. 
• baggage claim - the only claims made here are that it is ugly, poorly lit, loud and confusing.  Nothing like having four carousels empty and one handling three flights at one time.
• check-in/baggage check process - this is pretty good if you check in online. 
• terminal facilities - friendly, bright and welcoming…oh…I made a mistake, I was describing the Fort Meyers airport.
• security check - the TSA does their job, but the wait is a joke.  Can you imagine Hopkins’ system in Orlando during spring break?
• food and retail services - horrendous, especially if your flight comes in after 7 pm - nothing is open. I wonder if horrendous was a choice in the survey.  

This story was a prelude to another “breaking story” I heard  on the radio about a proposed site for a convention center.  Holy cow, I forgot that someone is still thinking that is a good idea.  We can’t even welcome travelers here well.  If I was a visitor and had a few hour layover in Cleveland it would affirm all the negative press about our region.  Something needs to change at the airport fast…every day conditions that the airport remain the same and business as usual transpires we are taking another step backwards.

What’s it going to take to make an investment in that plot of land with landing strips?  Changing the name from Hopkins to CLE with a slick marketing campaign is not going to do the trick.  Doesn’t look like that has worked too well either as J.D. Powers and Associates still refers to the airport using the old name.

Written by Pat Perry
President, ERC 

Ever been on vacation and strike up a conversation with a fellow vacationer?  

One of the first questions in the conversation typically is; where are you from?  When that question comes up, how do you feel?  Are you ready to boastfully share your city of origin or are you sheepishly squeaking out…I’m from Cleveland. And, if you live in one of Cleveland’s suburbs do you still say you’re from Cleveland or mention the name of the suburb?

The answers to those questions can tell you a lot about how you really feel about the major city of our region.

When asked, I merely mention I am from the Cleveland area.  The replies and looks I receive are all over the board ranging from “You’re kidding” to “Really?”  It has been my experience that people tend to identify us with our sports teams, that we are the poorest city in America and/or the old Cleveland jokes.  If you want to get a gauge on our region’s brand, just ask someone not from the area.  There first response is often quite telling.

I am not sure we have helped matters.  When you look at the myriad of names attached to the area, you have to wonder if anyone really knows who the heck we are, as it appears as though we are having a hard time figuring that out ourselves.

Here is a sampling…

City of Cleveland

Greater Cleveland

Greater Cleveland Metropolitan Area

Cleveland Hopkins (oops I forgot that this one does not exist anymore)

CLE

Positively Cleveland

Cleveland Plus (someone forgot the entire east and west side on this one since it only includes Akron, Canton and Youngstown)

Northeast Ohio

NEO

Team NEO

I have lived in this region for over 50 years.  And, for a good part of my adult life the area was referred to as the Cleveland Metropolitan Area or Northeast Ohio - pretty simple to remember. 

We seem to be acting like someone in the witness protection program that keeps screwing up - just keep creating new names/identities until we they get it right.

Let’s try and stick with one name.  Then let’s quit the complaining and move forward, make progress and start standing proud.

The next time you are on vacation work a little.  On our good name.

Written by Pat Perry
President, ERC 

Like many others from the area, my family took advantage of the recent Easter/school break and traveled to a place a bit warmer than Northeast Ohio.  We were fortunate to spend about a week in southwest Florida.  Great sunshine, flowers and we were pleased to see the color green again.

For anyone who has traveled into the Fort Myers airport, you know that their amenities make CLE (Hopkins) look like a bus station from the 1920’s.  Bright, attractive, welcoming and Fort Myers airport actually has lights in their baggage claim area - imagine that! 

Our journey to Florida was without incident.  In fact, our Continental flight was 10 minutes early.  It was nice to leave 32 degrees and arrive in 75 degree weather.  The week was terrific but ended in a slight glitch - a seven hour delay in our flight coming back to Cleveland.  Evidently our aircraft was stuck in Cleveland with engine trouble.  Instead of arriving home by 4 pm we strolled into town at 11 pm.  Needless to say, the passengers on Flight 1610 bonded throughout the day - at times it felt like it could have been a Survivor reality show episode.

We all appreciated that Continental wanted to ensure our safety and fly us on an aircraft with two good engines.  The issue was how the delay was handled by the ground crew.  They seemed as much a victim as we were - seemingly at the mercy of their computer system waiting throughout the day for updates.  At times, I wondered if any of the ground crew had heard of a telephone - perhaps a call directly into Cleveland might have been in order.

When the ground crew realized we were going to be in Fort Myers for awhile, they issued $8 lunch vouchers, good toward meals at the airport’s restaurants.  The gesture was nice and appropriate.  As we sat throughout the day, a number of us brainstormed ways Continental and other airlines could handle these types of delays, leaving passengers with a WOW experience.  Here were several ideas that were pretty cool:

• Randomly, pick one of the waiting passengers each hour to win a voucher for one round trip airfare anywhere in the U.S.
• Change the snack originally scheduled for the flight to a first class meal for everyone.
• Hot towels for everyone on the flight.
• Complimentary earphones for anyone on the delayed flight.
• Provide everyone on the flight with one first class upgrade to be used within six months of this delayed flight.
• Have an email sent from Continental’s CEO to each of the passengers this week to apologize for the delay and thanking each of us for flying Continental.

The point is that when problems occur with customers, as they always do in business, there are great opportunities to turn the problem into a great and/or memorable experience.

Continental remains my favorite airline by a long shot.  This was definitely a rare situation, but one in which the airline had some great opportunities to Fly Right.

Written by Pat Perry
President, ERC 

Over the holidays I had the good fortune of traveling to Florida.  As our trip neared its conclusion, my family knew that heading back into winter was fast approaching.  The consolation was that we were heading back on Christmas Eve and my kids were pretty excited about the Christmas holiday.

Leaving Orlando’s airport provided a stark reminder of how far Northeast Ohio is behind other cities when it comes to hospitality and world class transportation amenities.  Orlando’s airport is large but one of the easiest airports to traverse I have ever encountered.  It is airy, with wide aisles and magnificent colorful murals adourning just about every wall in sight.  Also impressive is the baggage handling service and easy access to rent-a-cars, buses, etc.

Every time I arrive at Orlando’s airport I am reminded how they have customer service (with a smile) figured out - from security through baggage claim.  Missing at Orlando is the chaos that is routine at Cleveland Hopkins Airport for Arriving and Departing flights.

Our Continental Flight home was as usual without issue, on-time and with excellent service.  Kudos to our major Northeast Ohio airline!

We left 75 degrees in Orlando and were welcomed with 28 degrees in Cleveland.  That first step off the aircraft into the tunnel was a wake up call that we were back north.

Funny, that it wasn’t the change in the weather that affected me the most.  It was the significant difference in the airports that was sobering.  It started with baggage claim - four flights that had just landed were on one turnstile!  After getting our luggage (and listening to that all too familiar siren “announcing” luggage arrival on the turnstiles) we waited for our ride home for about 20 minutes, even though the person picking us up parked five minutes away.  So I stood by our luggage and observed the airport’s archaic approach to handling the transportation for those departing the airport.  Long, ridiculous lines caused primarily by two of the rudest security officers I have ever seen.

As I watched the insanity of how Cleveland Hopkins is set up for departing transportation it occurred to me that I was accustomed to this as a Northeast native - but what of visitors?  How the airport handles them when they arrive in our town re-affirms the outside world’s negative impression of our region. 

Here are a few tips for the leaders at Cleveland Hopkins Airport:

• Invest in some bright, colorful paint.  Make up for the lack of sunshine with something on the walls except for grey and off-white.
• Go visit world class airports and learn how they cater to visitors.
• Replace your rude security officers with professionals passionate about our region and who understand how to leave a lasting, positive impression.
• Think radical customer service.  Have live bands in the waiting areas, offer up free cookies, coffee and hot chocolate, have volunteers from the Convention Bureau greeting our out of town guests, etc.  The point is do something different and better than what is expected.
• Fix baggage claim.  It is a joke.

If you have flown recently perhaps your experience was better or worse than mine. 

Cleveland has a golden opportunity to make incredible impressions with travelers at the airport.  It’s time someone stepped up to the plate and got the facility and processes out of the sixties.

On the bright side, Cleveland’s airport is seldom crowded compared to other major airports.  Good for the traveler, but probably not good for the region.

Maybe more travelers would warm up to passing through our area via air travel if we began earning a reputation as a world class airport.  To me it is not the cold weather that brings me back to reality when I return from warmer climates; it’s the cold reception at the gate.

Written by Pat Perry
President, ERC 

This past weekend the Mentor Cardinal High School football team played in the State Championship game.  I am from Mentor and was very excited about the team and the prospects of these young athletes bringing home the State Championship trophy.  This is the second year that the team made the championship game, which is no small feat for any school of any size.  Unfortunately the team from Cincinnati won the championship but the Cardinal players can certainly keep their heads high for they accomplished much on the football field over the past two years.

The media picked up on the game and really provided some outstanding press the week prior to the game.  The local Lake County newspaper and Cleveland’s only newspaper published several stories on the Mentor team and even provided front page coverage the day before the event.  All this hoopla made me wonder just a bit:

• Why does football get so much attention at any level versus any other sport?
• Why is the Sports section in newspapers three times the size of the Business section?
• Would a local girls’ high school sports team get the same press if they went to the State title game?  Would they get a school pep rally?  If not, why not?
• What would happen if a local high school’s Academic Decathlon team made it to the State finals? Pep rallies anyone?  Front page news?  If not, why not?

Questions, questions, questions. I have lots of them.  Most of them center around the priorities (and media exposure) we place on athletic competition in this country versus the real competition we all see on a day to day basis in business.

We have great football in this country but we are getting clobbered on a global scale when it comes to academics and kids graduating with science, math and engineering degrees.  China and India are smiling all the way to the bank and will be for some time.  The skills shortage is only going to get significantly worse over the next ten years as many of the Baby Boomers leave the workforce. We better wake up. Soon.

Touchdowns (by high school teams or the Browns) are fun to watch but they are not changing much of anything in the real world. 

We need kids to achieve academically.  If they achieve athletically after that, terrific.

Maybe its time we start refocusing our energies towards academic excellence versus athletic excellence.  If we don’t get our priorities straight soon our businesses are going to run out of plays.