Moral guardian riding the rails in Melbourne

After a month of holidays spent playing music, reading, knitting, playing Scrabble, playing with the dog and hanging out with family in the country, the return to city life yesterday was interesting.

My first stop was the hairdresser. This was well-planned after swimming and sunshine; I needed to get my city hair back!

The first challenge of the day was unexpected - I had to put on proper shoes! I have essentially been barefoot for a month. I took off the first pair I chose because they felt too restrictive and settled for a more worn pair. I hope I get back into the swing of things soon because I have a large selection of shoes.

I was relieved to discover I still had money on my myki and was able to catch a train without dealing with the machine. When I spent a weekend in Sydney during my break I noticed how clean their trains are compared to ours in Melbourne. I don't understand why our trains are so filthy. Most seats look like someone had a terrible accident and the floors are sticky. I wonder how Sydney keeps their trains so clean?

Travelling home in the afternoon was interesting. I'd had coffee with a friend and travelled just before the peak at about 3:45pm. There were plenty of seats and people were spread out. A few people were standing, absorbed in their phones and the carriage was pretty quiet. I was sitting in a single seat reserved for people with special needs. I was carrying a lot of bags after collecting all my mail which had been on hold for a month and I had space to put them without taking up another seat. I was ready to move if someone needed the seat. 

As we approached Yarraville station, a thin woman with a face permanently set to cranky disappointment stood up and hissed at a woman sitting nearby in the middle of three seats: "You didn't pay for three seats you know!" Her eyes were seething with anger and she had the self-satisfied look of a Guardian of Modern Morality.

I spontaneously guffawed. It just came out of me. I was gobsmacked at her exercise of perceived power. 

She turned on me.

"And you're not disabled are you?" she snapped, referring to my choice of seat. 

She stood near the door waiting for the train to stop. The woman who hadn't paid for enough seats and was quietly playing with her phone was looking bewildered. I laughed and shrugged. The Guardian didn't turn around as I called to her to make sure she touched off and paid for her trip.

Her face was well set, cranky disappointment was not new for her. How sad for her.

There is something to be said for "live and let live".

How would you respond?

7 steps to inspire customer loyalty - effortlessly!

My shoe shop called last week. When I tell people, they look at me as though I'm the only person on earth who has a shoe shop. I look back as though I can't believe that they don't have a shoe shop.

My shoe shop is a peek into the relationships I have with businesses with which I deal regularly. These are successful and mutually beneficial relationships. I've been reflecting on what makes them tick. I think the elements are transferable to other situations. It doesn't matter if it's shoes, clothes, electronics, stationery or personal services.

divacultura's 7 principles of customer service to inspire loyalty

1. My first experience was great. I still remember that Alice served me and I bought a pair of long black boots and a pair of red heels. To put this into perspective, my first visit was at least seven years ago.

2. My first experience was so good, I went back. Alice remembered me. She didn't remember my name without a prompt, but she remembered our interaction.

3. Third time through the doors and the staff recognised me and greeted me like a friend.

4. Sometimes I wander in, not necessarily with a view to buying, but with a view to looking. The staff are happy to play if it's not busy and are happy to bring me shoes just to try. Quite often they surprise me with something that I had overlooked on the shelf, but loved on my feet.

5. Even if it is busy when I go in, I never feel rushed and feel like I am being paid full attention.

6. We trust each other. Last year there was a mix up and an extra pair of boots I already owned was put aside under my name and marked as "paid". Rebecca called to find out when I was collecting them. I already had my boots and told her there had been some error. In that split second I realised that I could have just said that I would be in to collect them "tomorrow" and scored another pair of boots. That's not how I roll and I know my honesty was really appreciated.

7. Rebecca knows what I like and keeps an eye out for things that might appeal to me and then gives me a call. There's no pressure. It's a friendly call and I find it helpful.

They followed me home.
© 2014 divacultura

When I look over this list, it's not rocket science! These are easy things to do and they have an impact. I only buy shoes there now. Actually, I'm a very loyal customer. Once I find somewhere I like the people, they like me and I like the product, I will stick with them forever. Notice how the product is the third thing in the list.


I've even considered whether these principles apply in the online retail environment. They absolutely do. (I'm thinking about my favourite online clothing store, Birdsnest.)

Where do you like to shop? What keeps you coming back? If you're in business, does your customer service inspire loyalty?

"My" shoe shop is called Sole Devotion. I was not asked or provided any incentive to write this post (other than being inspired by great service!).

Profound bliss

Is there a bliss more profound
than the removal of too tight shoes?

The toes, creaking and protesting through the day
scream in anticipation
as the wearer hobbles home.

As the boot zipper is lowered -
zzzzzzzzzzzzz
Sigh
The escape of air is almost audible.
The feet expand further,
relax,
splay.
The first wriggle of toes results in deformity -
toes cramping at weird angles -
the blood starts to flow
the bones start to straighten.

The first step,
barefoot,
recalls a duck...
or a heavily pregnant woman.

Caught in the uncertainty of a too late discovery
I wondered
"should I turn back?"
I would miss my train, be late,
and able to walk quickly
elegantly.
Punctuality pressed.

Now
the sheepskin of slippers coddles and cushions
Perhaps I'll wear them forever.

My favourite things - this week

I'm loving my new vocal group.  I went to my second rehearsal this week and enjoyed singing Sarah Maclachlan, Zap Mama, an African song and Rachmaninov - sung in Russian!  And they have a very funky name - Tongue and Groove.  Lovely group of people with a solid group of excellent male voices.  Heavenly.  I'm switching between my usual soprano spot to sing first alto on occasions and am enjoying exploring my lower register.

Today's job was pretty good.  It involved wearing pyjamas and a hospital gown and lying in bed.  There was a bit more to it than that, but it's really easy to get ready for work when that's the brief!

Walking tall
©divacultura 2013

I accidentally bought some new boots today.  Or I could tell you they followed me home...but I don't think you'd believe me.  Another pair of Fluevogs joins the collection.  The style is called Map and the colour is called Ontario Blackberry.  Yum.  I think I like this new "no black shoes" policy (apart from the one pair for corporate work).

Red boots on Fluevog day.
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Another favourite moment was when one of the women in the office told me she liked my red boots.  Well she didn't say that exactly.  She said they were "jazzy".  I found this very confusing, but said thank you because she meant well.













Even though it's cold, I love being able to parade around in the lovely scarves and hats I've knit.  The one I wore today is one of my all time favourites.  The colours make me very happy.

© divacultura 2013

The other favourite moment was being at home when the water started running out of the ceiling and being in the right place at the right time.  None of my stuff was damaged!  Thank you universe.

How's your week been?

Royal colours

After lamenting the result of my black-shoe-shopping trip, I was rather thrilled with today's outfit.  I decided to match the outfit to the shoes, rather than the other way around.

©divacultura 2013

©divacultura 2013

To round it out I had my orange handbag and a red resin ring.

What did you wear today?  What colours do you like to put together?

Friday moments

Yesterday I did something I have never done before.  I completely forgot about a meeting I was booked to attend with a client. I was mortified when I took the phone call and realised that I hadn't even registered that I was supposed to be somewhere else.

It happened because I thought I knew what was written in my diary without actually checking my diary.  Those assumptions will kill you!

Luckily the client was very understanding and we've rescheduled.

*****

One of the phrases I noticed people saying this week:  "Too easy."

It was uttered by a man helping another person.  I pondered this phrase and wondered what it means.

Is it a complaint?  Is the person really saying "give me something harder to do because that really was too easy"?  Or is it an assessment of their own competence: "that's too easy for me".

Then I stopped thinking about it because it was making my head hurt.

*****

I went to buy a new pair of black shoes at my favourite shoe store yesterday.  I knew exactly the ones that I would buy.

They didn't have them in my size.  And they never will now.  Once they're gone, they're gone.

Here's what came home with me instead....

©divacultura 2013

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 Oops!

Aren't they lovely?  The black ones were the same as these, except, well, black.

So that was my week's end. Now it's the weekend.

My favourite things - this week ( in pictures)

Lygon Street Carlton
(c) divacultura 2012

You never know what you'll see.  I was on Lygon Street in Carlton on Monday afternoon when I saw a man dressed as a cowboy riding his horse down the street!

Spencer Street
(c) divacultura 2012

 The city was shining in the weak morning sunshine, helped along by the rain that had fallen.  The view from the top of the escalators at Southern Cross Station was beautiful.  The streets look silver.

Wood 'book' panelling
(c) divacultura 2012

I visited the city library today to collect my reserved copy of "Savages" by Don Winslow.  (Need to read it before I see the movie.)  They've had a makeover.  There's sculptural wood panelling that's in the process of being installed.  It looks a bit like books.  The timber is from trees that had died within the City of Melbourne.  A great way to give them a second life.

Shoe parade
(c) divacultura 2012

Waiting to cross Collins Street at Elizabeth Street today, I noticed the bright yellow snakeskin shoes worn by a man wearing orange trousers and a navy blazer.  If he had turned around and was wearing a cravat I wouldn't have been surprised.  At the same lights was a woman wearing an incredible pair of shoes with rectangular, diagonal heels.

Spring glimpse
(c) divacultura 2012

On a very cold day, at the end of a very cold week, I was happy to see this little green sprout, evidence that spring is here.  Really.

These shoes got sole!

As I walked off stage from singing at the Get Vocal festival today, a woman came up to me and said how much she and her friends had enjoyed listening to my group (Living Out Loud).  I thanked her for coming and said how pleased I was that she enjoyed our set.

Then she said:  "I also really need to tell you how much we love your shoes.  The singing was great, but those shoes are gorgeous!"

(c) divacultura 2012

Was our performance upstaged by our shoes?  I hope not.

I was wearing my beautiful red John Fluevogs.  These are the kind of shoes that complete strangers in the street will come and give some shoe love.  Whenever I'm wearing them, I feel strangers flirting with my feet.  It's a beautiful thing.

Best of all, these shoes have a secret.  Inside and out, they have musical references built in.

Inside!
(c) divacultura 2012

Way down to the bottom of the sole!
(c) divacultura 2012

la la la la la la la la la la la la la la la la la la la la la la la la la la la la la la la la la la la!