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Magnus Research – 2's Company – MagnusInsights.com https://magnusinsights.com Mon, 10 Oct 2022 18:13:16 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://magnusinsights.com/wp-content/uploads/cropped-2sCompanyLogov23-32x32.jpg Magnus Research – 2's Company – MagnusInsights.com https://magnusinsights.com 32 32 Colossal Failures at American Express and Chase https://magnusinsights.com/colossal-failures-at-american-express-and-chase/ Thu, 13 Oct 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3309 Over the past 2 months, I’ve been battling American Express to get them to correct a colossal mistake THEY made, but for which they blamed us/me and penalized us accordingly. To be fair to American Express, Chase Bank also failed during this time period, but not as badly as American Express. The issue common to both American Express and Chase is that their mail center can’t process all the incoming mailed payments in a timely fashion (both companies admitted as much to me). Thus, despite mailing our payments on time, and the post office actually delivering them on time, they sat at the destination. Both American Express and Chase failed to adjust for this and started sending late notices, imposing late fees, and even reporting Magnus to the credit agencies. To Chase’s credit, they had figured out the problem by the time I called and had started making corrections, although it is impossible to know whether the damage they did will linger, for example, on our credit reports. American Express, on the other hand, was completely obtuse about the problem. The situation was compounded by Melissa and me being on vacation. They called, texted, emailed, froze the card and basically harassed me for days, which turned into weeks, then months. Calling them was painful and the calls lasted an hour or more with transfers to multiple agents, many of whom had accents I couldn’t understand, and they were unable to comprehend that the failure was on their end. Not only did they process a payment late, but they failed to credit an $11,000 payment to us. That’s right, they lost $11,000 of our money. For some people, that may be pocket change. I’m not one of them. At some point, I decided to go to the top and I wrote the CEO’s office. Apparently this person gets lots of messages such that he has a “public” email address (chairmansoffice@aexp.com) where messages are answered by his minions. This did trigger some action, but it was still very difficult to communicate with anyone who seemed to “get it” and who was willing to find our lost money. We did receive a letter telling us they were working on it, but never did anyone take responsibility for their mistake(s). As of this writing, most of the situation has been resolved, I think. And, we received another letter, but of note, at no time did any of the correspondence from American Express offer an apology for the (massive) inconveniences they caused. I have about 12 hours into this situation that THEY caused. In billable hours terms, that is a lot of money – especially due to the vacation damage. So, I have to say “Shame on American Express.” Their customer service was horrible. It is hard enough running a small business without having to fight a company that is supposed to help run that small business.

]]> Formality Never Hurts https://magnusinsights.com/formality-never-hurts/ Mon, 10 Oct 2022 18:15:00 +0000 https://magnus.lisawhitsell.com/?p=3277 In thinking about the job candidates who failed to get out of the starting gate due to their wardrobe choices, I reflected on how formality provides a guide for “good” behavior. Being formal in addressing people with “Ms.,” “Mr.,” “Dr.,” etc. is a good starting place. It is likely you will soon be told to be less formal, but starting out informally might be like wearing shorts to a job interview, a non starter. Assessing the situation, listening to others, and being situationally aware allows one to determine what is appropriate, or not. Melissa can explain the psychological concepts related to internal/external focus further. There are many ways to evaluate a situation; checking websites and social media are good indicators. Turning on one’s listening and observational skills are a requirement. Showing respect by using formal titles, dressing formally (situationally) and being appropriately deferent are good ways to get off on the right foot in a new work situation or a situation involving a new client or customer.

]]> Know What You Don’t Know https://magnusinsights.com/know-what-you-dont-know/ Thu, 06 Oct 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3307 Many years ago, a college professor of mine told me that knowing what you don’t know (or that you don’t know something) is an important sign of intelligence. It was an enlightening discussion and I think I’ve mentioned this in another post. But, it bears further discussion because we seem to live in a world where not knowing what you don’t know is amplified by the media, including social media. Showing your ignorance is apparently not seen as undesirable to some people. I suppose many of the ignorant ones to whom I refer are too ignorant to know they are. But, stepping out on a limb and talking about things the person clearly has no knowledge of seems all too common. I’m venting a bit, but this phenomenon is apparent in many settings. It has been something I’ve seen repeatedly in both personal, and professional, encounters. In the latter, I’ve observed it when working with job applicants who do not realize they are dealing with people who know more about many subjects than they do. For me, quietly listening and learning, all the while assessing what someone is telling me what they know, is an important technique, not only for learning, but to working together. To combine a couple of sayings, going off half-cocked is a sure way to shoot oneself in the foot.

]]> Dress for the Interview https://magnusinsights.com/dress-for-the-interview/ Thu, 22 Sep 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3275 Job interviews are something with which Melissa and I have had considerable experience over the last 30 years. We’ve revised our procedures over time, but we have always utilized an in-person interview as a final part of the process. Regardless of the position for which we are interviewing, we, as a professional practice serving a discriminating client base, have certain expectations. First and foremost, applicants should dress for the job they are seeking. In a professional environment, this means suits/jackets, ties, nice pants and shoes, etc. We’ve had some surprises over the years in which the first impressions were all we needed to know that the individual in question was not situationally aware enough to be hired, or worse, to work with the types of clients we have as trial consultants. There was the young woman, recently graduated with a master’s degree, who flew into town, at our expense, who showed up without her suit jacket “because it was too hot.” We’re in Florida, she was from Texas; heat is normal. Perhaps if she had not made it a point to tell us that she did not wear a jacket because of the heat, we would have thought she intended the no jacket look (though her outfit really called for the jacket). Then there was the guy who was so disheveled that he arrived with his dress shirt ½ way untucked and never realized it. The pièce de ré·sis·tance was the recent applicant for research technician who showed up in a polo shirt and…shorts. He blew his chance at a job by dressing so casually, not even “business casual” – but shorts! Again, because it was hot. First impressions are critical. Having the right look is important. Dressing in the right “costume” for the job is something that should be easy to comprehend. It is hard to overdress for a professional interview. Failing to do so speaks volumes about the applicant’s potential.

]]> Employees Should Cover Each Other https://magnusinsights.com/employees-should-cover-each-other/ Thu, 15 Sep 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3244 This is the 3rd in a series about “covering” or looking out for each other in a work environment. The need to do this is on a top down, down to top, and peer to peer basis. In the immediately prior post, I mentioned an employee who was hostile to another employee. The fact that this was happening was unknown to Melissa or me. To some degree it was known to other employees, but the full extent of it was known only to the junior most employee who was being verbally abused by a more senior employee. “Covering” for each other would have required any employee who was aware of the situation to report it. Another time we had an employee who was drinking on the job. When the intoxicated employee was eventually terminated, one employee reported to us that she was aware of the situation but thought we were trying to help the impaired person. Both situations are examples of NOT covering for each other. Being a “tattle tail” certainly has a negative connotation. Allowing bad things to happen in a workplace should outweigh that connotation. Looking out for each other is critical to “mission success.” The lesson we learned from these experiences is that it is important to discuss various scenarios with employees and explain how they should handle observations about problems among and between other employees. Ensuring that staff know what is expected of them in this regard is crucial to doing the right thing, and doing things the right way.

]]> Cover the Employee’s Back https://magnusinsights.com/cover-the-employees-back/ Thu, 08 Sep 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3242 As I wrote the prior post about the need for employees to cover the boss’ back, I had this post, and the next one, in mind, because covering for each other is critical. It is important for a boss to keep the health and well being of the employees in mind. In our 30+ years of being employers, Melissa and I have had examples of issues where this came into play. One employee had an issue with the hostility of another employee. In that instance, we were kept in the dark about the extent of the behavior by other employees (see next post). For other reasons, the “bad” employee was terminated and the truth of the hostility came out. Another example was on a research day, when a mock juror was verbally abusive and made racially derogatory comments to one of our employees. Melissa overhead these comments and immediately jumped in to help our employee by dismissing the abusive mock juror. I was quickly enlisted to escort the abuser out of the room and facility. We have always known we did the right thing by ending the abuse as quickly as possible and ensuring there was no residual impact on our team member. Another memorable occasion was when one of our employees, a black, Haitian, male, was followed by our local police department and stopped for questioning on multiple occasions while in our neighborhood. I decided the only way to “cover the employee’s back” was to approach a supervisor in our small police department about the issue. Ironically, the supervisor was a minority as well, an Asian man, who at first didn’t know how to react to the situation. But, after a bit of discussion, he helped me come up with a solution that eliminated the “harassment” of our minority employees. These are things you never learn about in business school. Things you may not consider otherwise. But, they are things that demonstrate the need to look out for employees in ways that go beyond the norms of a job.

]]> Cover the Boss’ Back https://magnusinsights.com/cover-the-boss-back/ Thu, 01 Sep 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3240 Who has your back? As a business owner, doing everything is difficult. The ability to rely on employees is critical. In this post, I am reflecting on how some employees are better than others at thinking of the boss’ or company’s best interest. Those who don’t think about the boss, or the company, are a detriment to the organization. As employers, Melissa and I have to depend on the employees not only to do their jobs, but to help us do ours. They need to be our eyes and ears because part of our job keeps us on the road, and focusing on many things. Simple examples of this are keeping up with the mail or messages. Obviously, I’m talking about employees who have earned our trust, but having someone keep up with the mail, alerting us to new cases (which one client often initiated by sending us letters), billing due dates or telephone messages. We’ve had many other things that employees have been in the position to “field” like a baseball player catching a fly ball. On research days, there are many, many factors at play. Relaying information about mock jurors, questions from clients, or issues with a facility (meals, the room temperature, audio/visual equipment) is essential. Sharing the information with us, as the bosses, is important. Being kept in the dark is not what we need. Most employees who have made it past their probationary period seem to have that ability. Those who don’t see this as a part of their job need to work elsewhere. And, those who have intentionally sabotaged the working relationship are beyond redemption.

]]> Reactive v. Proactive https://magnusinsights.com/reactive-v-proactive/ Tue, 30 Aug 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3233 My mother used to tell me that she, as well as almost everyone else, would “have to get up before breakfast to stay ahead of me.” For readers of this post who are unfamiliar with, as Mom used to say “old South Carolina sayings,” this means that, all things considered, I work and move at a pretty fast pace, such that most people have difficulty keeping up with me. One reason I am able to get things done quickly is that I am organized. I know what to do, how to do it, and how long it will take. Another reason for my speed is that I take a proactive approach to living my life. When it comes to work, I plan ahead, I see what needs to be done, and more important, I do it. I don’t sit around, idly staring into space, procrastinating, until the time comes for my work to be completed. A clear example of my proactive approach to life is these posts David and I write. On days when I have free time at work, I often spend 30 minutes or an hour writing several posts. I review the list of topics (which now numbers over 600), then I write as many as I can in the time I have available. This means that, at any given moment, I have 10 to 20 posts that are ready for David to add his part to them. I never, ever, need any prompting to write posts on an immediate basis (due to the fact we are out of things to post) because mine are already done. My proactivity often conflicts with other people’s reactive approach to life. Many people, to quote Mom and her funny expressions, “sit around and wait for the cows to eat them up.” (I haven’t ever heard of a cow eating anyone, but I heard Mom use this expression on countless occasions.) “Sitting around waiting for the cows to eat them up” means procrastinating, waiting until the last minute, then hurrying to complete a task that, with proper planning, could have been completed long ago. Many of Magnus’ clients fall into this category. They ask for my help, then I wait and wait, then wait some more for them to provide me with the materials I need to provide them the help they have requested. Sometimes, they wait so long that I am unable to help them. (Although I work pretty fast, there are limits to my ability to complete complex tasks at the last minute.) Most people are either proactive or reactive, with others falling someplace in between, depending on the task that needs to be performed. Word of advice: If you are a reactive personality type, please be prepared to move out of my way. I’m coming through, fast!

]]> Not Everyone in Purple Thinks the Same Way https://magnusinsights.com/not-everyone-in-purple-thinks-the-same-way/ Thu, 25 Aug 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3229 Maybe it wasn’t really purple, more like lavender. The polo style shirts by 2 male senior citizens on one of our mock jury panels were very similar. I wasn’t present to witness the events first hand, but I have seen the video of the deliberations many times. The venue was a community where many senior citizens have retired. Despite their mutual appreciation of lavender, these 2 gents nearly came to blows with one of the two mock jurors aggressively castigating the other mock juror in offensive terms. Melissa and our research assistant had to intervene to cool the situation down and remind everyone of the need for civility. The situation did not deteriorate further, fortunately. And, the mock jury group was able to reach a decision that allowed us, and our clients, to learn from the session. The lessons of the day were beyond the case specific results. An important lesson, or hopefully a reminder, was that just because there are outward appearing similarities in people, each person is an individual. Assuming otherwise is dangerous. One of these men in lavender was very conservative, a defense oriented juror. The other man was much more plaintiff oriented. While other things were known about the two individuals, we’ve long reflected on how dramatic their differences were. They were both “old white men” wearing lavender/purple. But that was it. The experience now serves as a reminder that what you can see on the outside is not indicative of what is on the inside, in the minds and hearts of potential jurors. This event became a lesson used in one of Magnus’/Melissa’s Continuing Legal Education (CLE) programs, “Jurors say the Darndest Things.” In addition to occasional live presentations, the CLE program is available at www.magnusce.com.

]]> Probing Questions and Difficult Answers https://magnusinsights.com/probing-questions-and-difficult-answers/ Tue, 23 Aug 2022 17:00:00 +0000 https://magnus.lisawhitsell.com/?p=3226 I went to my primary care physician recently for my annual check up. (As an aside, my physician is smart: He has a Ph. D. in addition to an M. D.) My physician is committed to helping medical students with their education. He has mentored medical students from The University of Miami for decades and often involves them in my appointments. On this day, there was a particularly eager and earnest medical student who was helping my physician by asking some of the questions that are routinely part of medical examinations. The medical student asked me whether anything was bothering me, to which I replied that there are many things bothering me, none of which are medical in nature. (Word to the wise: Be careful what questions you ask a psychologist!) The medical student asked me if I take any drugs, prescription or non prescription, to which I replied, in a voice that sounded just like my mother, “No. I don’t even take an aspirin. I never have a headache or anything drugs would help.” He droned on and on with similar routine questions until he finally lost interest due to the fact that there was, apparently, nothing wrong with me. When he closed his notepad, signaling the end of his questioning, I informed him that, of all the questions he asked me, he forgot to ask a couple of important ones. He was quite taken aback, but he quickly recovered and asked, “What did I forget to ask you?” I told him that he should include in his pre-exam interview a few questions to determine whether the patient (female or male) is being victimized by physical abuse, sexual abuse, domestic abuse, sex trafficking, or anything similar that they might be reluctant to volunteer on their own. I told him it is his duty, in the interest of “doing no harm,” to ascertain things that are difficult to answer by asking probing questions, then paying attention to both verbal an nonverbal cues in an attempt to help his patients. Many times, a primary care physician is the first person to realize something is wrong with a patient that is an underlying cause of a medical problem. This young future physician thanked me profusely for contributing to his medical education. Lesson learned: Ask probing questions even when anticipating an answer that is difficult to provide. You might save someone’s life!

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