FAQ this

It's become as much of an accepted acronym as LOL, OMG, WTF, SMH, IMHO, SWIDT (my personal favorite) and TBT. I'm speaking of FAQ.

It stands for Frequently Asked Questions, and you'll find a link to it on virtually every company website you visit. There you'll find the same questions every other person in your situation asks over and over, along with many no one asks. It's supposed to be a convenient way to get answers when you need them.

The operative word is supposed.

From personal experience, I think a more appropriate name for these sections would be FUQ - Frequently Unanswered Questions. More times than not, they don't even come close to addressing the issue at hand.

In those instances, I'm made to go to the contact section, where I then have to spend time tracking down a phone number to reach a voicemail thread to find an extension to leave a message for the assistant of the person who might be able to answer my question. Right after they route my call through the customer service rep in Kuala Lumpur.

Or I could just let it go. But if you know anything about me, and really, if you've been following this blog for any amount of time you should know everything about me, you know letting things go just isn't in my wheelhouse.

Usually what winds up happening is I don't get an adequate answer—meaning the one I'm looking for—and then I sit my ever expanding derriere down at the laptop and fire off a Jeff Letter to the CEO of whatever company I'm having the dispute with.

To help you get your questions answered, and because I'm a giver, here's my FAQ section regarding Jeff Letters.

Should I send my letter email?

I don't usually send an email. When I have an issue I want the top dog to take seriously, in my experience a letter on my personal stationary, sent snail mail, with a Harry Potter postage stamp seems to have more heft and impact. Emails are easily ignored. CEOs like clean desktops, they don't want hard copy letters lying around. If you're out of Harry Potter stamps, use the Star Trek ones.

How do I know they'll give me the answer I want?

I always ask for the order. I don't leave it up to them how to resolve the situation. With full bluntness and tone that lets them know I mean business but isn't overly aggressive, I ask for what I want. That way they know what I'm expecting. Most of the time it works, and many times they'll even go above and beyond to make sure they keep your business.

What do I do after they've gotten back to me?

Once they've replied in a positive manner, and taken the action I've asked for, I make a point of sending a follow up letter thanking them. They get complaint letters all the time. Complimentary ones are a breath of fresh air for them, and will help get you remembered should you have to contact them again. Besides, in letters, as in life, manners count for a lot.

Does your personal website have an FAQ section?

As a matter of fact it doesn't. I use this blog to answer most of the questions I get.

What if I can't be bothered to follow your blog?

You don't really want to hear my answer to that.

Germ of an idea

Whenever I hear "It's the season!" I know whoever said it means the Christmas, Joy To The World, Goodwill Towards All time of year. I'm all for it (except for the Mariah Carey Christmas song Macy's has on a loop).

But the holiday season happens to coincide with another, less popular one—cold and flu season.

If you work in an office like I do—with central air-conditioning you thought was your friend—you know colds and flu shoot through the workplace like wildfire.

It's basically a game of dominoes. Once the first person falls, it's only a matter of time before everyone else does.

You can't help getting sick, but you can help other people from getting sick. It's easy, here's the trick: stay home until you're completely better.

Not a lot better.

Not better than you were.

Not almost better.

All the way better. The way you were before you had any inkling you were coming down with anything. It's only common sense and common courtesy, amiright?

But as we all know, there are people who, in spite of a phlegmy, hacking cough, juicy sneezes, noses running faster than Usain Bolt, fever so high they could fry eggs on their foreheads and fatigue so intense they're asleep standing up, for some reason insist on coming to work.

I suppose they might feel a certain sense of responsibility to the job. Or have an unrelenting work ethic that doesn't allow them to put themselves before the job, which they feel must get done regardless of their current state of affliction.

Both things I know nothing about. Just ask anyone I work with.

I hate it when people do that for two reasons. First, the idea of coming to work in general is one I resist with everything I've got pretty much on a daily basis. Maybe it's because I've been freelance so long, or the fact I appreciate my freedom and want to set my own schedule. Maybe it's because I'm an only child and the world revolves around me (but you already knew that). It could be that I'm just a lazy bastard who'd rather sit on the couch and binge Breaking Bad, again, than earn money to pay my bills and feed my family.

A man can dream can't he?

Anyway, the idea of coming to work when I'm sick wouldn't even occur to me. Besides, hard to imagine as it is, I'm even less productive when I'm sick. And getting back to that common courtesy thought, color me old-fashioned, but I just think it'd be better not to pass along the creeping crud I'm fighting to my fellow workers. They'll remember it come Secret Santa time, which means better re-giftable items for me.

And since no one's giving out medals or raises to people who drag their sorry asses in while they're on their death beds, there's really no percentage in it.

Besides, can you ever get enough daytime television? I think not.

Sorry for the rant, but occasionally you have to knock some sense into people so they do the right thing, like stay home when they're sick, get well, and not infect anyone else along the way because they have. to. get. back. to. work.

I'm not saying this post is directed at anyone in particular, but I'm not saying it isn't. With any luck, maybe they'll read it while they're having a fever delirium in their sick bed.

Or at their desk.

The rude of the problem

Being interrupted is right up there on my list of pet peeves, along with paper straws, napkins made from recycled material and one-ply toilet tissue.

I think it stems from the ugly-American-in-a-foreign-land practice of thinking if you just talk louder and repeat the same thing over and over, they'll understand what you're talking about. Even though they speak a different language.

Not always, but much more often than I'd like, I work in an industry that runs on equal measure of rudeness, ego, asinine comments, loud and I know better than you do.

It usually goes like this. You'll be in a conference room, either on your first or thirty-seventh meeting of the day. You have the floor and you're speaking. Without warning or reason, someone starts talking over you. Then another person joins the chorus. Pretty soon, they're not all just trying to talk over you, they're also jockeying to talk over each other.

They don't hear or care what you're saying, because, you know, what they're saying is So. Much. More. Important. It's like those drivers on the freeway who're behind you, pass you, then pull in front of you because that one car length makes All. The. Difference.

I hate those people. And I hate when it happens - in meetings, on the road and in real life.

Apparently I'm not the only one in advertising who hates this. Linda Kaplan Thaler and Robin Koval, principals at the Kaplan Thaler agency in New York, wrote a book called The Power of Nice. In it, they point out the many times being nice in business has turned potential clients into actual ones. By the way, that's not the reason they suggest being nice - it's just a side benefit.

Don't get me wrong. There are many pleasant, decent, courteous people in the business who are just as frustrated by the rudeness and bad upbringing all too frequently on display.

They're just not in my meetings.