Customer (Dis)Service

There’s a formula that is used in the business world. Now, if you’re an MBA and you went to business school, you’ve probably never heard it. You were too busy learning other “valuable” skills like:

1. Chapter 3: Which Doughnuts and Coffee Your Secretary Should Order for the 9:00 Meeting
   
2. Lecture: Proper Etiquette for Public Blackberry Use (No handhelds in the lecture hall, please)
   
3. Advancement 202: How To Simultaneously Pat Someone On, and Stab Them In, the Back
   
4. Symposium (billable and tax deductable): Designing Effective PowerPoint Slide Shows
   
5. Delegation Exercise: Choosing the Right Team of Consultants
   

And you probably spent at least a week learning how to hide the Jamaica “conference” expenses in your operating budget. There just wasn’t enough time to teach you anything useful or relevant.

In case you haven’t been to business school and you don’t have $100K to throw around, I’ll save you the time and money. Here are the answers.

1. Krispy Kreme doughnuts and Dunkin’ Donuts coffee. Never the other way around. That’s just silly. What were you thinking? Fire your secretary immediately.
   
2. There are no rules. You have a Blackberry; that makes you more important than everyone else. Screw them. Text away, whenever you want. If anyone says anything to you, use “The Glare” that you learned in your first semester and go back to your conversation or your email.
   
3. Smile a lot and shake hands. The smile lulls them into a false sense of security, and the handshake holds them so they can’t escape.
   
4. Who cares? Nobody’s watching anyway. Besides, it’s not your problem, because your admin assistant is going to do all the work. Let her figure it out. She’ll have it all tested, edited, and spell-checked before she hands it to you to present to the Board. (Of course, you get to take all the credit.)
   
5. The “right” team is the cheapest team. They’re all equally useless. Consultants are the IT equivalent of MBAs.

Anyway, here’s the formula:
If a customer has a bad customer experience, they will tell 10 people. If they have a good customer experience, they will tell 2 people.
Don’t look at me, I didn’t come up with it. But I’m going to bust the curve right here. I’ve had one very bad customer experience and one very good one in the past couple of weeks, and I’m going to post both of them here. Hopefully at least 10 people will read it. If not, I'm pretty much wasting my time typing all this, aren't I?

First the bad. (Then we can end on a positive note, or maybe just because I want to bitch about someone first.)

I have Comcast cable Internet, and the service comes with McAfee Security Center free. Yeah, that should tip you off right there; free. A few weeks ago I was prompted to upgrade it to the newest version. The installation seemed to go all right, but then I started getting errors a few days later. The automatic update of the virus definitions wasn’t working. I kept getting a popup message telling me to reinstall the whole thing. I tried to reinstall it a few times and it would time out, saying that the site was unavailable.

First I tried the online help for McAfee, no luck there. I tried the online chat and they told me that they don’t support Comcast customers and that I had to contact Comcast. OK, fine. I’m not actually paying for it, so I understand that they don’t want to waste their time on freebies. So I called Comcast. They told me that I’m supposed to call McAfee. Now, I wasn’t born yesterday. This appears to be “the runaround.”

This time I called McAfee on the phone and got transferred to about five different people. Finally I got to the customer service people and they told me that I can’t download the updates because my account had expired in 2006. Ummm, no. Nice try, thanks for playing, but no. Like I said before (and to every person on the phone) I am a Comcast customer and McAfee is free with my Internet service. It doesn’t expire. But they said that I couldn’t do anything until Comcast “renewed” my license. OK, Comcast’s turn. Tag, you’re it.

I called Comcast back again and told them what McAfee had told me. The guy started laughing. I said, yeah, that’s what I said. It doesn’t expire. He said he can’t do anything for me, because I need to deal with McAfee. They pay a special license fee so that Comcast customers have it, but they don’t do support. OK, back to McAfee. Tag, you’re it.

I explained to the McAfee tech that there must be something wrong with McAfee’s download site, because I’m not able to access it either by the Update feature in my software or manually through the link on the website. The tech at Comcast couldn’t access it either. He got the same error I did, so I figured it must be on McAfee’s end. The McAfee tech said that he could access it just fine. I asked him, how are you getting to it? Are you on your own network (LAN) or are you going from an external connection? He said he was on his LAN, so I said maybe that’s the problem. That’s why you haven’t noticed it, because all of you can get to it internally.

He said no, that wasn’t it. He said the reason I couldn’t run the update or reinstall the software was because I had to uninstall it first, then reinstall it. Now think about that for a minute. It’s not letting me install the software from the website, and now he wants me to completely uninstall the anti-virus software that is still protecting my computer from hackers and viruses. It’s not up to date, but it is still protecting me at this point. What if I can’t reinstall it? Then I’m wide open to attacks. He said not to worry, I would be able to install it. So, like an idiot, I believed him. You guessed it.

Cut to three days later. By this time, I’m not even talking to anyone. As soon as the first person answers the phone I just ask for a supervisor. I’ve spent the better part of a Thursday and Friday evening and an entire Saturday morning screwing around with this. My computer is disconnected from the Internet because I’m afraid to connect. Finally, finally, I get in touch with someone at Comcast that knows what they are talking about. She puts me in contact with a McAfee tech who is dedicated to the Comcast account. My question is, why wasn’t I given this other phone number three days ago?

It turns out that when I upgraded to the new version, it was supposed to have updated my “hosts” file, which is a Windows system file in a hidden directory (oops, I mean folder). It didn’t update the file on the Comcast version of the software, so it had to be updated manually. Since I am in the IT business and consider myself a professional nerd, I could edit this file and include the IP address of McAfee’s download site. Luckily I know what I’m doing, because it could have been a nightmare if I was computer illiterate as many people I know are. It worked, and I got back online, downloaded the software and reinstalled it.

I have no problem with Comcast, because they were limited on what they could do. But I will never buy anything from McAfee ever again. Since I still get the product for free, I will continue to use it, but they will never see a dime of my money. They could have earned my business very easily. All I had to hear was that one person was going to take ownership of the issue and escalate it and follow through. That didn't happen. Everyone I spoke to gave me the "sorry, not my table" treatment and passed me around to someone else.

My other experience happened at about the same time. My company has some pretty cool perks. Even though I need to go into an office in downtown Chicago every day, I am listed as “home-based.” As such, I get to order office supplies for my home office and other things I need for my commute, like my monthly train pass. Recently I ordered a new laptop case. I have a bicycle now and I can ride it to the train station when the weather is nice. The problem is that my stock Dell bag only has a shoulder strap. I need a backpack to ride my bike or I either choke myself or the bag falls off my shoulder.

I saw exactly what I needed in the Office Max online catalog. It was a combination bag, with a shoulder strap and backpack straps that hide away in a pocket. Pretty cool. And it has more space inside than my old bag, but takes up less space under my seat on the train. It’s exactly what I was looking for. There was only one small problem.

The clips on the over-the-shoulder strap are metal and strong, but the ones for the shoulder (backpack) straps are plastic. The first time I rode to the train station and unclipped them to stow the straps away in their pocket, one of them snapped right off. Bummer.

I went to Kensington’s website to see if they sold spare parts. I couldn’t find any. I saw that the case carried a warranty, but it said you needed a proof of purchase to make a warranty claim. Since I didn’t pay for it myself, I didn’t have a receipt or anything. I emailed the customer service contact anyway and asked if I could buy a set of replacement clips.

Within five minutes I had a response in my inbox. It wasn’t a form email, either. It was a personal response. He asked me for the serial number on the bag. I replied back and within another five minutes he emailed back and asked for my shipping address so they could send me a replacement free of charge. About two weeks later, I had a package with a brand new laptop case. I’m being more careful with this one knowing that those plastic clips can snap easily. But the next time that I’m in the market for a laptop bag, I will go out of my way to look for the Kensington brand.

Two free things, two customer service experiences. Neither of them got any money from me, but one of them will probably get my business in the future, and one never will. There’s your last business lesson for the day: Not all customers are paying customers. But treating the non-paying customers well may bring you more business later. By the same token, treating the non-paying customers like crap will surely guarantee that they will never be paying customers. Questions?

Summertime (And the Screenwriting is Easy)

As you may or may not know, my wife and I write books and screenplays. We’ve completed a novel, a self-help workbook, and two screenplays. There’s a third screenplay that’s been in the works for a few years, but we haven’t been able to get it where we want it yet. Both completed screenplays are excellent. They have action, drama, well thought-out characters, and interesting plots. They are both movies that I would personally like to go and see. What better reason is there to write a screenplay? Well, apparently, the best reason in Hollywood is to make the most money for the least amount of effort. Just take a look at the summer lineup for 2008 and you see a large collection of remakes, sequels, and TV shows or comic books adapted for the big screen. I’m not saying that all (or any) of these movies are bad, just that Hollywood has gotten very lazy.

Comic Books / Cartoons

• The Dark Knight – The newest Batman movie. I went to see it on its opening weekend, and yes, it is just as good as everyone says. It’s definitely the best Batman movie yet, Heath Ledger is amazing as the Joker, and the city of Chicago takes a starring role in the movie. Great movie, but as far as Hollywood laziness goes, it gets the trifecta. Is it a sequel to Batman Begins, a remake of the first Batman movie, or a comic book adapted for the big screen? It’s all three, so this one gets listed first.
  
  
• Iron Man – Yawn, another comic book. And not even a good comic book like Batman (although the idea of a billionaire who builds a super-suit to make himself a superhero sounds kind of familiar). This guy isn’t even his own main character. He was part of “The Avengers” along with Thor, Hulk, and Captain America (just wait, that movie is coming soon). And besides, I find it hard to picture Robert Downey, Jr. as a hero of any sort. I personally boycotted this movie, because I’d prefer not to contribute to Downey’s drug/rehab fund (whichever end of the cycle he happens to be in now).
  
  
• The Incredible Hulk – This has to be the most annoying of the summer comic book movies, because they just did it a few years ago! How bad was “Hulk” if they had to “reboot the franchise” just five years later? By the way, how lame is the phrase “reboot the franchise” anyway? That’s what they’ve called it with James Bond (Casino Royale), Superman (Superman Returns), Batman (Batman Begins), and even Friday the 13th. This is the height of Hollywood laziness when you are so out of ideas that you just take a franchise and start it over at the beginning instead of coming up with a new one.
  
  
• Hellboy II: The Golden Army – Yeah, it looks cute, but in addition to being yet another comic book character (at least it’s not Marvel Comics this time) it’s also a sequel. Is it that Hollywood is lazy for making all these comic book movies, or is it that the moviegoers are so lazy that they’d rather pay $10 to watch it than read it?
  
  
• Speed Racer – Ha ha! OK, I admit, I was never a fan of the cartoon in the first place. I hated that Japanese animation and still do. So obviously I’m not about to go and see a live-action version of the cartoon. Although, I am interested to see if they were able to not match up the actor’s mouths with the words. Ha ha!
  

TV Shows

• Sex and the City – God help us all. I thought we were done with all this. I remember drinking a toast to the last episode of “Sluts in the City” a few years ago. Now I have to listen to every woman and gay man between 20-40 talk about this piece of trash in the elevator. Will Carrie and “Mr. Big” get married? Who cares? And hey, what would the N.O.W. say if I created a female TV character named “Super Juggs?”
  
  
• Get Smart – Nice idea, because we’ve already exhausted most of the 1970s TV shows. It’s high time we started ripping off the 1960s shows. And since Don Adams died a couple of years ago and wouldn’t come looking for a piece of the pie, it’s a perfect time to have a second-rate hack (Steve Carell) rip off his Maxwell Smart character. Nice try, Chief, but you missed it by that much.
  
  
• The X-Files: I Want to Believe – Can we please let this lame TV show rest in peace? Oh, wait, it’s the X Files. It’ll always raise itself from the dead or be resurrected by aliens or some other dumb-ass plot. At least Gillian Anderson still looks hot. Nothing like a sexy redhead to save the franchise. Just don’t reboot it with someone else, OK?
  

Sequels

• Indiana Jones and the Kingdom of the Crystal Skull – I’ve always been a big fan of Indiana Jones, but this one was just a disappointment for me. You can only keep going back to the well a few times, then it’s just not working anymore. Honestly, they should have stopped after Indiana Jones and the Last Crusade. That was an amazing movie, and Sean Connery made it special. This one had too much of a “20th anniversary reunion” feel to it. Let it go, George Lucas. This one is played out. You might want to start thinking about something new.
  
  
• Star Wars: The Clone Wars – George, are you still listening? Yes, I’m saying it again. Think of something new! The Star Wars franchise has done well, especially Episodes IV, V, and VI. Now you’re just being greedy, and yes, lazy. Come on, an animated Star Wars movie? I saw the previews for this one before The Dark Knight, and I almost started laughing. I mean, who would actually pay $10 to see a Star Wars cartoon?
  
  
• The Mummy: Tomb of the Dragon Emperor – Huh? Is anyone still watching any of these stupid “Mummy” movies? I haven’t seen either of the other two, and there’s a reason for that. They looked idiotic then, and this one looks pretty stupid too. Helpful tip to Hollywood: you are still required to include a plot in your scripts. You are not allowed to think up cool special effects and then insert a plot around them!
  
  
• The Chronicles of Narnia: Prince Caspian – This is the second in the “Narnia” franchise of movies. I’ll give this one a pass because, although I am not personally interested in seeing any of these movies, it may get children to go back and read the books upon which they are based. I’m all for enticing kids to read more books. A quick Internet search shows that this is the second of seven books, and they are planning to make movies based on all seven books. As I said earlier, I’m not saying that all sequels or novel adaptations are bad. This series (and the Harry Potter series) can be good if they are getting kids to read more books.
  
  
• The Sisterhood of the Traveling Pants 2 – As with the “Narnia” series above, I’m going to give this one a pass. This movie is based on the second in the “Sisterhood” series of four books, so maybe the kids will enjoy the movie and go back to read the books. If they can put down their iPods, cell phones, and video games long enough to pick up a book, I’m all for it.
  

Remakes

• Prom Night – This is a remake of the 1980 cult classic horror movie of the same name. There’s a reason why the first one was a classic. It starred Jamie Lee Curtis, the original “scream queen.” Here’s a tip for the lazy Hollywood film makers: if you’re going to rip off a classic, don’t name your production company “Original Film.” Lame.
  
  
• Journey to the Center of the Earth – This is the latest remake of Jules Verne’s classic novel about traveling to the center of the Earth. The only problem is, when Verne wrote the book, we didn’t know about the physical makeup of the planet. Now we know that traveling through the mantle into the Earth’s core is not possible. But the makers of this movie ignored all that and decided, “Hey, let’s remake this movie, but let’s throw in a bunch of special effects and make it in 3-D!” The last time we had a “center of the Earth” theme was the movie The Core, and at least it was somewhat believable. This isn’t. Maybe Brendon Fraser expects to find another mummy down there.
  
  
• Death Race – Ah, you thought you could slip one by us, didn’t you? Nice try, but I know this is a remake. Death Race 2000 was released in the mid 70s and starred David Carradine in the role of “Frankenstein.” (Sylvester Stallone was in the original too!) I can understand why Hollywood is remaking this movie, apart from their eternal laziness. This movie became a cult classic, and some even prefer it to the futuristic sports movie Rollerball, which came out at about the same time. (I personally am a big fan of Rollerball and Jonathan E. and I was disgusted when they remade that one a few years ago.) But the movie didn’t make a lot at the box office, and only gained cult fame later. With a small budget, it made a large profit on video and DVD releases years later, so hey, how about we get a big star (Jason Statham of The Transporter fame) and a big budget and a lot of special effects? Last helpful tip for you, Hollywood: good stories and good scripts make good movies. Throwing a bunch of money and special effects at a camera isn’t the solution.
  
  
• Mamma Mia! – Does this count as a remake or an adaptation? I’m not sure, but I’m putting it in here anyway. Mamma Mia! is part of the “jukebox musical” fad of Broadway and London musicals. This genre takes the music of an artist (in this case, Abba) and creates a story that uses their songs throughout. Other “jukebox musicals” have included Movin’ Out (Billy Joel), We Will Rock You (Queen), Lennon (John Lennon), and Jersey Boys (Frankie Valli and the Four Seasons). This is the first of those musicals to be adapted to the big screen. Considering the laziness of Hollywood, I’m sure it’s not the last.
  

I’m planning to go and see Hancock, starring Will Smith as an alcoholic superhero who is, shall we say, less than an ideal role model for the children. This was the one movie I saw on the list with an original plot that actually looked interesting. I read some reviews on it, and the critics didn’t like it very much (that’s my first clue that it’s probably a good movie). One critic actually said, “It’s too original.” What? Too original? Yeah, that’s what he said. He said that the American moviegoing public isn’t ready for this type of story, because it doesn’t follow the tried-and-true Hollywood formula. Which formula is that?

[(Rehashed plot + special effects – creativity) * big name star] / big budget = profit

Oh, that formula. Too bad “well-developed characters,” “strong script,” or “enjoyable experience for the audience” aren’t included. Now I know why nobody wants to buy our scripts. They don’t fit the formula.

Kicking Butts

Today (or yesterday, depending on how you calculate it) marks six months since I smoked my last cigarette. Thank you, thank you. Six months was my goal. I told myself that if I made it to six months, then I have gone from “I’m trying to quit” to “I’m an ex-smoker.” I smoked for over 30 years, at times two packs a day, but around a pack a day the whole time. This is absolutely the most difficult thing I have ever done in my life. I’ve seen studies that state it’s harder to stop smoking than kick heroin.

I can believe that, because heroin is a physical addiction. If you can make it through a couple of days, you’ve beaten it. Smoking is a lot harder because in addition to the physical addiction of nicotine, there’s the psychological addiction. Nicotine is hard enough. I tried to quit several times and the lack of nicotine made me crazy. And by crazy, I mean very angry and mean. To the point where my wife went out and bought me a pack of smokes and said, “Here, smoke, I can’t live with you without cigarettes.”

OK, you can kick the physical addiction in a few days, or at most a few weeks. But the routine is harder to beat. There are so many things associated with smoking. Get up in the morning, grab a smoke to get you started. Ahh, a cigarette with my morning coffee. Nice. After meals? You bet. At the bar with a beer? Sure, of course! That last cigarette before bedtime? It ends the day just right. And of course, let’s not forget that basking-in-the-afterglow cigarette after sex.

There are a lot of things you have to give up if you’re going to quit smoking. Just giving up smoking isn’t enough, you have to change your entire life and your entire routine. Caffeine is a trigger, so no more coffee, or at least decaf for awhile (three months for me). Alcohol is definitely a trigger, so the beer is a big no-no. It’s not like going on a diet and saying, “OK, I’m going to stop eating junk food.” That’s easy. You just don’t eat that anymore. But “junk food eater” is not an identity. “Smoker” is part of who you are.

It’s not a “habit.” It’s your life. When you leave the house, you have to make sure that you remember your pack of cigarettes (and a spare if there’s only a few left in your opened pack), your lighter or matches, and something to carry them in. That rules out just walking out the door in a T-shirt and shorts in the summertime. At the very least, you need to have jeans and a shirt with a pocket. I normally had a jacket, even on the hottest days.

You also have to allow for smoke breaks throughout the day. An overseas flight? Twenty hours without a smoke? Forget it, I didn’t want to see Australia anyway. I don’t care if nobody needs to use the bathroom, we’re stopping at the rest area anyway. We’re in a rental car! Three hour line for the new Batman ride? Uh, you kids go ahead, Dad will wait for you in the smoking area.

As I said, I tried to quit several times. I tried all the methods. I tried the patch, the gum, hypnosis, subliminal tapes, and as mentioned above, cold turkey. Chantix was finally the thing that worked for me, but after I had started the regimen I learned that some people were having horrible psychotic side effects. Additionally, my insurance didn’t cover it at all, so I cut myself off after three months instead of continuing the recommended six months. Blue Cross, answer me this. If I kept smoking and got cancer, you’ll pay for my chemotherapy and all the expensive treatments, oxygen tanks, and experimental drugs, right? So why won’t you pay $125 per month for something that will help me quit smoking?

I learned that Illinois was banning smoking everywhere, so that’s when I decided that it was time to at least cut down. I still couldn’t commit to never smoking again. That’s a tough word, never. It’s pretty final, isn’t it? That was probably what stopped me the previous attempts. The taxes weren’t enough, and the bans weren’t enough to put me over the top. What decided it once and for all was when my daughter told me that she was afraid I would die before she grew up. That was it. I called and made an appointment with the doctor the next day. If you know me, you know that me going to a doctor voluntarily is an event in itself.

When I quit, I promised myself that I would never become one of those militant holier-than-thou reformed ex-smokers. And so far I haven’t. I feel that I’m in a pretty unique position to offer some advice to non-smokers. And here it is: lay off the smokers, will ya?

The poor smokers can’t smoke inside now, and they’re treated like pariahs. I’ve told this story before on the message boards, but it’s worth repeating here. Once when I was outside on the sidewalk having my cigarette break, a mother and daughter walked by. The little girl yelled (loudly), “Look Mommy, that man is smoking!” The mother replied, “Yes, he’s a bad man for smoking.” Then she grabbed the child’s hand and pulled her away fast, giving me a dirty look. I couldn’t believe she actually said that. I’m a bad person? Because I smoke? That’s what you’re teaching your children?

Give them a break. They are physically and psychologically addicted to a substance that they know will kill them. But remember that they probably didn’t know that when they started. When I was 12, there weren’t warnings on every pack, and nobody checked for I.D. I bought my cigarettes from a machine down at the gas station for 65 cents. My friends (and everyone else) told me that it was cool to smoke, and if I wanted to be cool I needed to start smoking. They forgot to mention the part about needing to smoke after I got started.

So lighten up. That guy smoking his cigarette, 15 feet away from the door in -20 wind chill, isn’t hurting you. Just because you can smell it doesn’t mean it’s giving you cancer, so get over it. You should be more worried about the soccer mom’s SUV/minivan spewing toxic exhaust. But it’s a lot easier to tell 20% of the population that you don’t want them to smoke than tell 100% of the population that you don’t want them to drive three blocks to the store instead of walking. If you’re serious about “clean air,” Illinois, start with that.

I, The Jury

Today I am serving jury duty for the first time ever. I got a summons once about 15 years ago, but wasn’t able to serve that time. Unlike many other people around me right now, I’m not bitching and whining about being here. As I type this, there’s a woman on her cell phone talking (very loudly) to everyone she knows, complaining about being here. “Waaaa, boo hoo, it took me two hours to get here. I don’t care if they come and arrest me, I’m never coming here again.” I secretly hope that she gets called soon and serves on a jury for a trial that lasts about six months. It would serve her right.

Actually, I’m rather excited about being on a jury. I’ve always wanted to do it, and I have never really felt like a “real” American because I haven’t had the opportunity to participate in the jury process. That said, I don’t want to be on a death penalty case that lasts six months, either!

When I told people at work that I was going to be out today on jury duty, every one of them gave me tips on how to get out of it. Why is that? Why is everyone so opposed to doing their duty as a citizen? (Yes, I know, Peter Griffin, I just said “duty.” Get over it, I’m being serious here.) We live in the greatest country in the world, where everyone is innocent until proven guilty by a jury of his/her peers. How cool is that? We should be excited to go and get a day off work (with pay for some of us) and participate in the legal system. But instead, everyone is always looking for a way to be excused from service.

These are the same people who don’t vote, either. Back in February, on “Super Tuesday,” in fact, I worked from home and took my son to vote for the first time. It was great. He and I went to the polling place, signed in and got our ballots. We used the new touch screens, so that was a first for me. Actually I was kind of sad because he’ll never get to experience the “punch card” ballots. I always liked those. But what really made me sad was the fact that we were the only two people there except for the election officials.

What has happened in this country? The turnout for the election is nearly 50%, and that’s considered really good? Do you have any idea how many people in Cuba or Iraq or Soviet Russia who would love to have the privilege of voting for their favorite candidate? All they got to do was put an X on the one candidate on the ballot. This just in, Saddam and Fidel were re-elected again, with 100% of the vote again. Wow, what a shock. (Actually, I remember one election where Saddam got 99% of the vote. How many write-ins were there, and how long did those voters survive?)

Somebody said once, “America isn’t easy.” That’s right. America isn’t easy. America takes hard work and sacrifice. A lot of good people died so you can have that house in the suburbs. They died so you can choose which career path you want, then change it after a few years. They died so you can go to the mall without filling out a will first. They died so you can send your children to school without worrying if the bus will make it to school without exploding. And they died so you can write letters to the editor complaining about the government without looking over your shoulder for the secret police. Is it too much to ask for you to spend one day serving on a jury, or stopping by on your way home twice a year to vote? Apparently it is.

Update: Unfortunately, I was not called into a courtroom. I spent the entire day sitting in the jury assembly room playing solitaire on the computer, reading a newspaper, and talking to my fellow prospective jurors. Some of them were called and they all complained. When the rest of us were told we could go home, the people at my table all were relieved and happy. I was disappointed.

Oh, and I did a Sudoku puzzle. The first time I’ve ever done one!