Auckland Kindle Buyers at Dick Smith Beware if You Want to Read Library Books

I have a Kindle, the latest model WiFi 4GB which I bought from Amazon, cheaper than I could buy it locally, which sort of goes to the story I posted this morning about retailers who struggle to cope with change in the way people buy products, i.e. competing with online sales. My wife and I both have iPads, but for reading on long trips or after a day on the computer, I really like the Paperwhite because it isn’t back-lit, so doesn’t cause eye strain.

I am also a happy customer of Auckland Libraries, mostly downloading audio books which I listen to while driving or doing chores like mowing the lawn.

My wife decided after seeing myself and one of our children getting great value from our Kindles, that she would like one too. With the Auckland libraries also having an excellent collection of digital eBooks, I thought this would be a great opportunity for us to get real value, so I went to Dick Smith Electronics in downtown Auckland to see if it was worth buying locally.

Kindle DSEJust inside the door is a Point of Sale unit with a Kindle Paperwhite, same model I own and an old model original Kindle Fire (which I understand was superseded quite a long time ago). I looked at the feature display sheet and it says that Kindles including the Paperwhite will allow you to read public library books. Now that isn’t strictly wrong because I know someone who reads them, but they are from Australian libraries. I wanted to confirm whether I could download eBooks from the Auckland libraries onto a Paperwhite. The salesman couldn’t tell me, he was going to check for me, but couldn’t confirm anything and ended up with another client while I went on my iPad to look it up. I asked him to check it out for me. Obviously it was confusing because their POS clearly said I could read library books. When he couldn’t give me an answer, I asked who could. He said that the merchandisers were the people who dealt with the POS so I asked if I could talk to them. That wasn’t possible, so I asked who the distributor was that they worked for. He said they are actually Dick Smith Electronics staff!

Here’s what I found on the Auckland Libraries website. Auckland LibrarySo, given that I wanted to buy a Kindle for my wife, I asked the sales person, when he eventually returned to me to let me see a Kindle Fire to find out whether it would be better on the eye that the iPad, because I didn’t want to buy the Paperwhite at $179 if it couldn’t download the library eBooks.

The sales person said he was sorry, but he couldn’t show me a Kindle Fire because they didn’t have one out of the box; and he couldn’t open a new one because then it wouldn’t be new. I told him in that case he had lost a sale because I wasn’t going to buy one if I couldn’t try it out and see if it was fit for purpose. It’s hard to be a customer at Dick Smith Electronics. I left the store without a purchase. I tweeted that they had lost a sale.

In hindsight I could have bought one because under the Sale of Goods Act, if it wasn’t fit for the purpose I had described to the sales person, I could have brought it back for a full refund. He could have even suggested that, but he didn’t. I also live about 12km from the store and it would be a real hassle if I had to take it back. I hate to think what the customer service level would be for a return after that experience. So my wife still doesn’t have a Kindle.

DSEI subsequently got a Twitter message from Dick Smith Customer Service saying that someone would give me a ring within 2 working days. As you can see, that was just over 2 weeks ago. I haven’t had a call or a message (in case I missed one) since.

So I’m probably going to buy another Paper-white Kindle from Amazon for US119 rather than NZ$179 or $199 depending on where you look, locally from Dick Smith and accept that we can’t download library books. We can buy books on one Kindle and share them with the other and Amazon also have subscription services which are pretty cool. I guess ultimately Dick Smith isn’t local anyway, they are Australian owned, I think, well listed anyway.

My real concern is, if you live in Auckland and you bought a Kindle Paperwhite because you read the POS which says you can read library books, you will find yourself disappointed. I have pointed it out to Dick Smith via Twitter, and the photo above saying you can, was taken in their store in downtown Auckland yesterday, so their in-store marketing hasn’t changed since I first brought it too their attention more than 2 weeks ago.

I did eventually talk to a librarian who confirmed that you cannot download and read library books from any Auckland libraries on a Kindle Paperwhite. It appears the reason you can ‘on some Kindle Fire’s’ is in fact because they are Android Tablets.

So what do you think. Does it help clarify why I sometimes buy things offshore instead of in local stores? Sometimes it’s actually easier.

Retailer Shuts Shop – Why Retailers Fail

I was sad to read a story in my local newspaper, North Shore Times about a Glenfield hardware store McPherson’s Hammer Hardware, which is going to close in a couple of months. Firstly I as going to share a link with you, but the aforementioned newspaper has a system that requires you sign up to their digital version if you want to share a story, and likewise, probably if you want to read from a link. I do not provide links for my readers to sites like that.

I used to live in Glenfield and visit this story and I remember asking them how they stay in business. The owner, John MacPherson told me it was about community, having those little things that the big stores make you buy in bulk, advice on how to do things, friendly service, remembering people’s names, the little things that come with community retail.

The newspaper story goes on to quote that he has probably hasn’t been making a profit for 6-7 years, but hung in there. He points out that the DIY super-stores and Internet have changed the game and that even the major stores/chains suffer from sluggish consumer spending.

He’s not wrong, but the key word is change. I love the world of retail, I used to have the privilege go to the NRF in New York and FMI Connect in Chicago and bring back ideas to write about in retail magazines, share with my resellers and speak about at conferences around the world. This was important because many of our retailers couldn’t afford to go to those conferences, but learning new ideas, particularly from people who have proven experience, is how business evolves.

It doesn’t really matter what business you are in, you have to evolve to meet the demands and opportunities presented as society evolves. As John said in the North Shore Times article, “In Glenfield we had a haberdashery (incorrectly spelled in the newspaper, I had to look it up to find out what it was), greengrocer, butcher, it was a great mix”. It went on to say they were boom times.

So here’s the thing, it is still boom times for those businesses that want to keep up with the times. The problem that retailers used to tell me was that they didn’t have time to keep up with the times. They were too busy starting early in the morning cleaning the shop, doing stock takes, placing and chasing orders, talking to merchandising reps, ringing customers to say their widget had arrived, preparing the float and a myriad of other things. In hindsight, those retailers, from John McPherson’s Hammer Hardware in Glenfield, through to Borders and other retailers should have found the time to look at how some businesses were thriving, while others weren’t.

When they went on their holidays, they could have combined them with visits to businesses and conferences that showed how some retailers were managing in the new world of mobile and tablet, of connected customers. They could have seen new products that aren’t available in NZ, they could have combined bricks and mortar with online themselves. I appreciate how hard it is to run a business, I have run several businesses over the years and worked in companies from small to multinational and the common thread is that those who looked ahead continue to do well, those who looked to their original training and just repeated what they had learned, which may have been best practice in the 70’s or whenever, will have done well for a while, but aren’t there any more.

People still want to have experiential retail, they still want to see and touch, ask questions, they even want to see people like John McPherson stick around and stay in business, but they can’t advise him on what to do to stay in business and get back into the black.It’s tough, but the time to get ahead in business is when you are ahead and you have the resources to go and do some training, bring in a consultant, go attend a conference. I used to speak regularly at retail conferences in New Zealand and what was really frustrating was that the people attending were those that needed it the least, because they were looking ahead and staying up with the times. The ones that needed it the most didn’t go, probably didn’t read the specialist trade magazines, ask their suppliers for knowledge or go to the trade shows. They were too busy. Now they are either out of business or heading out. Is it too late, not necessarily, but it will be much harder, even to change the mindset. When things get tough, many go even farther back into doing what they used to do, even doing it harder. That’s not the answer.

Back when business was booming for people like John McPherson, Bob Dylan was singing The Times They are a Changing. He was so right. “You better start swimming or you’ll sink like a stone.” Listen to the lyrics, they are prophetic. But this is no different to 200 year ago. The times are always changing.

We are still buying all the things we used to buy and more. Some business models have been and gone, but others are growing in a big way. We are still a DIY country, that’s why we have the mega stores, but there is still room for specialists, room to be a community and have community involvement in business, there are so many opportunities. Whether it is classes at the back of the store teaching people how to do things, or a new section selling 3D printers and teaching kids how to make things, using location based mobile services to find people who are looking for what you have, supplementing your business by selling items you can’t afford to stock, online.

I’ll finish with a question. Why is it that I can buy a set of my favorite guitar strings online from a retailer in the USA, 75% cheaper than the same product in New Zealand? The local retailer will say that’s because the guy in the USA doesn’t have a shop to run. But the fact is they do, Elderly Instruments has a bricks and mortar store in Lansing, Michigan, they have bands playing in it, they have workshops for musicians, they just supplement that with online sales. I recently contacted them because I couldn’t get help from local retailers to fix a broken part on my Dobro. I had personal emails, just the same service that John provides in his hardware store and I’ve managed to repair it myself with the parts they sold me. Doing business with them was so easy. If I lived in Michigan, I would go and by from their store and I’d even be prepared to pay a little more, heck I’d buy more anyway just because I like doing business with them and they like what they do and know what they are talking about.

So I’ll finish on a saying that is one that has killed many a good retail business. “If it ain’t broke, don’t fix it.” Have a look around you right now and ask yourself how many of the things you take for granted would be there if everyone had said that back in 1970, let alone 1870?

10 Things I haven’t been quiet about

I’ve had a few comments suggesting I haven’t been blogging much lately. When it comes to this blog and The Future Diaries I haven’t been prolific lately, but I’ve been pretty active on my SoLoMo Consulting blog.

So, if you’ve missed me, here are 10 things I’ve been writing about lately:

  1. Climate Change Refugees. This one on The Future Diaries where I was looking back from the future when all the expat Kiwis and anyone else that wanted a clean green, safe environment was hightailing it back to New Zealand. Interesting to see recent stats back up that notion with migration hitting a 9 year high with one of the biggest groups this year entering New Zealand was Kiwis who had been away for a long time. When fresh non-recycled water becomes a rare commodity, watch them all run to the bottom of the planet.

    Fresh drinking water that hasn't been recycled

    Fresh drinking water that hasn’t been recycled

  2. Usage Based Insurance. I’ve mostly called it PAYD or Pay As You Drive. This story today is about insurance companies using Fleet Management data to determine risk and charge premiums based on how safe commercial drivers, particularly freight companies drive. Makes sense doesn’t it. Fleet Management would also give insurance companies advanced and near real time geographic risk profiles.
  3. Planning your Thanksgiving travel. The weekend is upon us and it seems ironic that we get together to be thankful, but the process makes it one of the most stressful weekends on the American calendar.
  4. I’ve blogged a lot about your mobile knowing where you are and what you’re up to. Now your mobile is starting to know what building you’re in and which floor you are on and retailers want to know.
  5. 19 car manufacturers have got together to ensure that you don’t stop buying their cars because they have embraced location based services. You want the features but you don’t want to give up your privacy. This is becoming a very hot topic.
  6. Take away all the traffic lights and intersection controls and you end up with safer streets. Really? Well it seems to be working in some places.
  7. Hacking Traffic Systems. I copped some flack from a traffic engineer over this, who said it is an old story and DOT’s are way to smart to risk being hacked. Phew, I am very relieved. No illegal green-waves here!
  8. A smart car ITS corridor in Europe. It makes sense to try it somewhere. Driver-less cars should be tested in a safe environment first IMHO.
  9. How big do you think Virgin Atlantic’s new Google Glass check-in service will be at your local airport? It may be a breeze, but I think there will be a lot of breeze between people who will use it.
  10. There is always a story about someone who crashes their vehicle and says the GPS nav made me do it. Here’s one about a truck driver who drove into a public park in Milwaukee and blamed his nav.

So as you can see, my fingers haven’t been idle. Hopefully there’s at least one story here to attract your interest and maybe a comment.

Does Your Business Have CIPA? (Read Time 82 Seconds)

I’m just finishing the book Socialized by Mark Fidelman. It is one of the better books I have read of late about harnessing social media. Many of these books date very quickly, but the information in this 2012 book is still very relevant and I recommend you read a copy.

Socialized-book-coverTowards the end Mark relates the story of a girl who suffers from Congenital Insensitivity to Pain, aka CIPA. It was an analogy to businesses who are heading down the gurgler at a rate of knots and don’t even realize it. Those of you who read my blogs will know about how frustrated I was to see Borders self implode, when they didn’t need to. As I mentioned earlier this week, many businesses are being hurt but not realizing it, or not knowing what to do about it. It’s that frog in the pot of simmering water. We all know the story, but many of us are sitting in that pot, enjoying the warmth and then getting severely cooked.

In my experience, it is people who aren’t institutionalized in your business who you need to talk to. If it’s not consultants like myself, at least talk to your customers, the ones you have left. Ask them why they come to your business. What is it that drew them in and how can you give them what they want and stay profitable?. I had loads of answers for the book industry, but they ‘knew what they were doing”. They focused on best sellers, general merchandise goodies and even fluffy toys. The questions you need to ask have to be qualitative, don’t give them choices you think they should answer, have conversations with them. Or get out quick and sell your business to someone while it still has some value. I still maintain if I had been on the management team or board of Borders in NZ, they wouldn’t have floundered, they would have risen like a phoenix out of the ashes of the past and their stores would be full of people, in many cases still buying paper. BORDER-CLOSED

Do does your business have CIPA? Are your margins declining, is your stock-turn going down? Are people buying similar products online instead of from you? Are your customers slowly churning to other sources or evolutions of the goods and services you offer? What have you done to future proof your business? As I said in my other blog earlier this week, people are reading more, listening to more music and taking more photos daily than ever before.

Got any questions? Feel free to leave them as comments and maybe we can have a discussion about this.

Who Is Buying Your Personal Information and the Internet of Things?

Who owns your personal information? Who gives companies the right to collect data about you, your family, your friends, your activities, where you live, what you eat, drink, your health, how you travel? Somewhere along the line you probably did, because you didn’t read, or understand the fine print when you signed up for an application, an email newsletter, a loyalty card, or you aren’t worried about your privacy.

There has been much talk about the NSA, and big data monitoring systems in most countries around the world designed to protect us all from terrorism. There has been a lot of talk about how privacy is being eroded with social media. Many of us have the philosophy that if we don’t do anything wrong, we have nothing to hide. But who else is collecting, buying and selling personal information about you?

FuturistA recent story in The Futurist called ‘Connecting with our Connected World captured my attention, particularly when it outlined, from a Wall Street Journal article,  apparently fairly common knowledge, that many retail stores track personal shopping habits using loyalty cards and then resell the data to marketers. The Wall Street Journal article ‘confirmed’ that this same data is now being purchased by insurance companies for the purpose of setting premiums and investigating claims.

With the Internet of Things (IoT), we are now being encouraged to buy fridges with built in bar code readers and wireless connectivity, so that we can scan items we use and feed them to our shopping list. Many of us now have grocery applications, such as the Countdown app, which I have blogged about before in my SoLoMo Consulting blog.These apps monitor what you buy, suggest specials, recipes and even navigate you up and down the aisles of your nearest supermarket so you don’t have to backtrack for things you forgot.

As Richard Yonck of Intelligent Future LLC in Seattle points out in The Futurist, “the rate at which a household consumes sugar, salt, tobacco and alcohol would potentially be an open book.” What could your health insurer infer from that?

It names them

It names them

Combine the information from your mobile apps that know your location, where you have given permission (which is probably half of the apps you use today), your climate control, light controls (that suggest you might be home, or not), fitness apps, social media (freely searchable with tools like Facebook Graph like the example which names people who like Edam cheese,) the direction Google and Apple are heading, to be able to predict what services you may want next based on your context, profile, time and location, your life is an open book today.

The problem with all this big data that we are ‘willingly’ sharing, is that we really don’t know what we are agreeing to or what the data is being used for. I don’t believe we have adequate laws nationally or internationally to protect us from abuse of this data by any agency, business, government department, insurance company, utility company, finance company, the list is infinite.

According to a story in The Public Herald it’s pretty much a free for all. For example they say:

  • Experion sells data updated weekly on new parents, new homeowners and other new event life triggers.
  • Have a read of what information Epsilon sells in this PDF. Who reads Science Fiction novels? Ever wondered why your phone keeps ringing with charities asking for donations? They buy lists.
  • Back to the Public Herald which says that Disney sells data including who bought what, the age and gender of the children, age and occupation of the people who purchased from them and more.

These are just scratching the surface. It isn’t necessarily all bad, the problem is that there doesn’t appear to be any authority tracking who shares what information with whom. The issues come down to informed consent. When you sign a form, enter a competition online with an attractive prize and you click, ‘yes, you can share my information with partners who may have items of interest to me’ perhaps because you think you might have a higher chance of winning the prize, you are losing control of your data.

There are laws designed to protect us from spam, but we often sign away rights without understanding the implications. Companies selling our data will argue that they have our approval to use and share our information. The flow of data will become so convoluted that it will become impossible to know who has what. Big Data companies will consolidate this data also with our ‘implied’ approval.

Governments need to be thinking about this now, if it is not already too late. Of course they arguably need the data as well in order to provide quality health, education and other services, including planning future smart cities. They need as much data as possible, although they don’t in many cases need the granular level down to individual people.

So as a footnote, think about all the cool Internet of Things you are buying over the next couple of years, like exercise devices, remote controlled security cameras and home access, climate control, sleep and snoring monitors, lighting, car telematics, electronic ticketing for public transport and much more, weigh up the cool with potential risk and consider that if legitimate organizations can access your data, so potentially can people wanting to commit crimes. It is already known that burglars steal product to order based on what they find on social media apps like Facebook (had a great weekend on the jet ski and now I’m off to Fiji for a couple of weeks and I’m putting the dogs in a kennel).

A Good Read About Retail Book Stores and Glenfield Paper Plus

I was pleasantly surprised with some great service from Paper Plus in Glenfield this week and want to share the experience with you. Many book retailers complain that they can’t compete with online stores. Some like Borders might even see the fatalities as a  fait accomplis. I don’t agree.

Inside the Medium

Inside the Medium

So here’s what happened. I got an email from my daughter saying that Kelvin Cruickshank, the psychic medium was going  to be doing a book signing on Tuesday evening at Paper Plus, Glenfield at 6PM. That was too early for us and given that my wife is a big fan and it was her birthday yesterday, I rang to see if I could buy a book and get it autographed without going to the signing.

As an aside, one of the things that I used to love about Borders in the USA was book signings and the ability to even briefly meet authors. It’s not something that Borders in New Zealand ever did much of, in fact sometimes it seemed like the only things Borders in New Zealand had in common with the American stores I loved was the layout, encouragement to grab a book and take it into the in-store cafe and huge width of stock. It’s a shame they didn’t step outside of their business and listen to some of my ideas, because I think they could still be here and profitable, but that’s another story.

So, when I rang the Glenfield store, the response was “I’m sure we can do that for you.” I told them what I would like Kelvin to write with his autograph, gave them my credit card details so they knew I was bona fide.

I arrived yesterday to pick up the book and the two women behind the counter told me that they made sure it was the first thing Kelvin did when he arrived at the store to make sure it happened, because the line of people waiting to meet him and get a book signed was very long. We had a brief discussion and I was able t take away a gift that my wife was thrilled to receive. Having it signed to her, with her name spelled correctly elicited a smile that was priceless.

People are always quick to complain when they are not happy with retail service, but don’t often make an effort to recognise good service, so my Award for Great Service for the Week goes to the ladies at Paper Plus, Glenfield. I don’t live in the area, but I’ll go back in the future because these people care about their customers. They show a genuine interest, I don’t know if they are staff or have equity in the business (which is a franchise). If they are staff, my recommendation to the owners is to recognise them and hang on to them because it is people like that, who can make the difference between buying something online or going into the store. It is of course just one aspect of good retailing, but such a critical one. A great looking well stocked store with staff that don’t like their industry, their managers, or think of it as a just a job, is on a slippery slope.

What is a Blog and How do I Get One?

Everyone is talking about writing blogs. In the world of IT and in large companies, people are writing online. It might be newsletters, articles, pages on websites and of course social media. That’s all very well for people that like writing and can do it well, but what about busy people working in their SME business? What about people who are good at what they do but are not good at writing?

I’m not going to tell you in detail what a blog is. The web is full of explanations, Wikipedia, defines it as well as anyone here. A blog is effectively an easy tool to allow you to share your passion and message with the world. It’s a way to attract new clients, to share your knowledge, to engage with people with a common interest, a way to share stories.

A blog can contain photos, video, music, polls and much more. You can allow people to comment, you can create categories of information, add keywords to help people find your information when they are looking for what you have and much more. It is also chronological and that is very important. If you are going to blog, you need to be doing it regularly so that people know there will be new information coming. They can subscribe to it and get involved with you and your brand.

Here are a few thoughts:

  1. Why blog? If you don’t know the answer to that, skip the rest of this. If you have a bit of an idea, then start focusing on it. What is your end game? Do you want customers to buy your goods or services? Do you want to add value and inform people about things you are excited about? Do you want to raise your profile? Do you want new customers, or to keep existing ones? if you don’t have a goal, you’re going to have a pointless blog.
  2. Why would people read your blog? You don’t want to be preaching to the converted. You don’t want to be telling people what they already know, which a lot of blog writers do. If you are in business, what sort of questions do customers often ask you? Why do they come to you, I frequently hear people say their customers go to them because they have product knowledge. I would put it to you that if you have product knowledge, you have passion. People will read your blog for the same reason they do business with you, you have a common interest, you have helpful information and you care.
  3. How often should you blog? At least a couple of times a week or people will forget about you. Search engines will pick up on your blog is they see there is regular content and you will rise higher up the rankings and more people will find you. That might sound a lot, but they don’t have to be long. In fact any longer than this and people may well stop reading.
  4. What sort of writing style should you use? It needs to be easy to read, almost like having a conversation, but leave out the slang and the industry jargon. It also needs excellent spelling and grammar. This is a professional conversation.
  5. What should you write about? Keep it relevant to your goals and your target audience. When I was studying songwriting a common thread was write about what you know. As above, what do you know that will be useful to your reader?
  6. I want to write but I don’t have time. Then contact someone like me. You can email me at  I can get you started with your online writing and help you start the conversation.

Blogging is of course only one form of online content writing. There are newsletters, white papers, online magazines, websites and much more. What is great about a blog is that there are easy to use and often free tools. It is all kept in one place, but keeps growing. You can go back and add to stories, you can edit them if you want to. You also get analytics which means you can find out how many people are reading your blog and even what part of the world they come from. Once you get started it’s a lot of fun. Want to get started?

Here are a few blogs that I write. SoLoMo Consulting is all about Location Based Services. The Future Diaries is fiction of sorts with my futurist hat on. I pretend to be some years in the future talking about things that might be coming, mostly about technology. Imersia NZ is one I collaborate on with my colleagues at Imersia. I have more, but these will give you a bit of a mix, showing different ways of presenting information for different reasons. Of course you have already found this one, which comprises everything from technology to soapbox rants.

IS1380016f there is one final rule I would add, it would be have fun. So we have some empty chairs sitting there waiting to be filled by people who are interested in what you have to say. Let’s start the conversation:)