Service and Profit

As noted earlier on the website news section, I was in New York City last week for a signing at Singularity & Co. The night before we left to return home, an email from the airline revealed that we had been placed on an earlier flight, necessitating our rising far, far, earlier than we had anticipated. There was no explanation, but when I reviewed the airline’s schedules, the carrier had shifted the times of the two flights we had been on by roughly fifteen minutes each, so that a forty-five minute layover had become fifteen. I understand adjusting schedules, but what I found interesting – and irritating – is that I’ve been flying a fair number of miles on book business for the past twenty years, and this has happened at least four times in the last two years. I don’t recall a single instance in the eighteen years before, and I’ve actually traveled a bit less in the last two years. I’ve also noticed that connecting times tend to be either around forty minutes or over two hours, unless I’ve been flying very heavily traveled routes. I’ve talked this over with other travelers, and most of them have noticed a similar trend. Either way, I’m either worried and rushed or wasting time in connecting airports.

Now I realize that the so-called deregulated airline industry is still heavily regulated and that there are only limited number of landing and take-off slots at major airports. That means every schedule change affects an airline’s entire schedule. I also know that commercial aircraft are not getting faster, or slower, but posted flight times are now longer than ever, simply because of greater and greater ground delays. Because the airlines don’t want most of their flights listed as “late,” they just factor in delay time as well. This means that on some flights I take semi-regularly I can arrive as much as a half hour early or ten to twenty minutes late. Then there are the fees for baggage – although I do fly enough that so far I don’t have to pay those – and the dropping of food service in cattle class, and even fees for telephone [as opposed to internet] ticketing. And with the excess baggage charges, every square inch – and more – is filled on most flights.

In a similar vein – although it won’t seem so at first reading – almost every institution I do business with is pushing me to “go paperless,” supposedly for environmental reasons. Why would I want to do that? For all too many of them, I have expenditures that are business-related, and the IRS isn’t about to trust my word about writing expenses. They want receipts and bills, on real paper. If I go “paperless,” then I’m the one who has to spend ink, time, and money printing out what I need, and the “environment” still suffers.

Likewise, more and more businesses are adopting automated telephone answering systems, where there are no real people unless you can punch-button your way to them. And all too many of those systems lack an option for services or items not on the menu. I know… I’ve tried.

All these items make one thing very clear. None of these changes are really for the benefit of the traveler or customer. They’re designed to add revenues, maximize profits, or to reduce costs, regardless of the inconvenience or added time or cost to travelers or customers.

The thing is – as customers we’re still paying as much, if not more, as ever, and we’re getting less… and no one seems to say much, even as corporate profits soar.

“Rights”

At present, it appears likely that the U.S. Supreme Court will have to make decisions affecting state law on same-sex marriage and whether companies and institutions providing health care insurance have the right not to cover contraception methods that go against the religion of the providers.  The State of Utah has filed an appeal against a federal court decision allowing same sex marriage, and a number of companies and organizations have suits pending on the abortion/contraception issue,

At the heart of these issues is the supposed question of whether the federal government can “impose” its will on these states and organization against the deeply held religious and moral beliefs of their constituents and various individual employers.  The problem is that those who have brought those lawsuits are the ones who wish to impose their values on others, not the other way around.

In the same-sex marriage issue, allowing same-sex marriages does not require any religion or individual to perform such marriages. Nor does the existence of same-sex unions limit or damage any rights of other individuals.  As the lower courts have held, failing to allow same-sex marriage does damage and limit the rights of same-sex couples. 

The same principle holds true for the health insurance/contraception/abortion issue. The founders of Hobby Lobby, as well as other employers, have insisted that being required to provide health insurance which covers certain procedures violates their beliefs and thus their rights.  Except, again, no one is insisting that they, or anyone covered by these policies, must undergo or use such services.  What the organizations are insisting is that their beliefs be imposed on all their employees. In effect, they want the Supreme Court to mandate that their personal beliefs limit the freedom of choice open to their employees.  We don’t allow religious beliefs to exempt employers from health and safety standards, nor from minimum wage requirements.  Why should religious beliefs be allowed to trump laws on healthcare?  And why should some employers be allowed to provide fewer benefits based on their personal religious beliefs, which restriction effectively imposes the practices of their beliefs on their employees… or requires employees to pay extra to have the same rights as employees of “less religion dominated” employers?

And for that matter, why should employers with certain specific religious doctrines be granted such exemptions when others are not?  Rigid adherence to Christian Science doctrine would prohibit any doctor-based health insurance, while adherence to the doctrines of Jehovah’s Witnesses would prohibit coverage for use of blood or blood products?  Scientologists oppose pharmaceutical products used for psychiatric purposes. So far, at least, employers with those beliefs have not filed lawsuits, but if the Supreme Court finds for Hobby Lobby and others, health insurance could soon be shredded with exemptions.

In short, while we as a people oppose government restricting our freedoms when the exercises of those freedoms do not hurt others, and sometimes when they do – as in the case of gun control measures – why should we then allow organizations and individuals to restrict those freedoms based on the religious beliefs of the provider? 

“Mainstream” Arrogant Ignorance

In the “By the Books” column of The New York Times last Sunday, in response to the question “And how would you describe the kinds of books you steer clear of?” the apparently noted author Russell Banks replied: “Anything described by the author or publisher as fantasy, which to me says, “Don’t worry, Reader, Death will be absent here.” In his brief introduction to Slow Learner, Thomas Pynchon says he takes serious writing to be that in which Death is present. I agree.”

Here we go again. Once more, an entire genre is being wrongly stereotyped by someone who has no idea of either its content or its variety. Death not present in fantasy? If George R.R. Martin read this, he should be laughing his head off. Not only is death present at every character’s elbow, but forget about virtue triumphing. At least so far, there doesn’t seem to be a character who’s survived that comes anywhere close to being even vaguely admirable. And Martin’s certainly not the only fantasy author in whose works death is a very close and brooding presence.

When Banks goes on to quote Thomas Pynchon, he’s clearly unaware that Amazon, literary critics, and some bookstores seem to think that Pynchon writes a form of fantasy, and there are over 3 million Google hits that link Pynchon and “fantasy.”

In one respect, I understand. Mainstream writers are just like everyone else. They’re absolutely secure in their delusions. We all have delusions, and we all have gaps in our background knowledge. But I have this old-fashioned idea that, especially if you’re a public figure of some type, you really should think about what you say. How in the hell can a man who thinks he’s never read a fantasy book, because he’s steered away from what he thinks is fantasy, possibly offer an accurate observation on an entire genre? Obviously, Russell Banks has no trouble in parading his ignorance, and the Times book section even highlighted and bolded the quote as the lead into the column.

I have great difficulty with that as well, because that emphasis on the quote either means someone at the Times is either as ignorant as Banks, or they’re taking a snide swipe at fantasy, or trying to provoke a controversy clearly using an ignorant, if talented, author as a foil. Banks deserves any potshots that come his way, including this blog, but the readers of F&SF – and the Times – deserve far better. In this case, the “Grey Lady” of journalism has behaved more like a street slut in outing an unwitting john.

ATVs

Yesterday I set out on my morning walk with the over-enthusiastic but sweet Aussie-Saluki, and after leaving the path through our property and entering the community footpath – which begins with a large sign prohibiting all wheeled and motorized vehicles – I found myself walking in the wake/tracks of an ATV. It had to have been a small ATV because a full-sized one wouldn’t have made it along the narrow hillside path. Even so, the small ATV had churned and chewed up the packed snow and some of the dirt beneath, leaving a residue of frozen mud, not to mention dislodging and throwing aside some of the small stones that had marked the edges of the path. The ATV driver had traveled almost half a mile of the path, creating mud and mild destruction the entire way. In one place, later on my walk, along an abandoned side road between two developed areas, the ATV driver had attempted to rip down a small stone wall that, years ago, the owner of an adjoining property had presumably built to stop ATVs and others from riding off the side road and through his/her property. That small wall has been vandalized at least a dozen times over the past five years – always by ATV types, given away by the tracks of their vehicles, who apparently don’t believe that private property owners have the right to place any obstacles in their path of destruction.

Here in Utah, this behavior is scarcely limited to the ambit of my morning walks. Some two years ago, a prominent state legislator actually led on his own massive ATV a protest “rally” of scores of ATV owners which ripped through a federal roadless area, creating untold destruction. The local federal officials turned a blind eye, despite state-wide media coverage. In places, hillsides are so badly scarred that they won’t likely recover for centuries. If that destruction occurs on private property, with the consent of the owner, while I abhor it, that’s the owner’s business, but the possession and use of an ATV does not grant the user the right to destructive use of a home-owner association-owned and maintained footpath that explicitly prohibits such use, the destruction of a wall on private property, or the destruction of the environment on federal lands. Yet many of these people get actually irate if anyone challenges where they drive their vehicles, and they seem to regard any land that’s not fenced or posted as fair game – and much, obviously, that is as well.

Here in southwestern Utah, the land is high desert, and the hills are ecologically fragile enough as it is. Any path or track ripped through the soil becomes a channel for erosion and more destruction, either from the gale force winds that are always present or from the infrequent but deadly cloudburst. There are scars and traces from pioneer times almost a century and a half ago that nature has still not reclaimed or revegetated. That doesn’t seem to matter to the ATV types… and they’re multiplying! I’ve seen children no more than eight or ten years old, with their own ATVs, motoring down public streets at frighteningly high rates of speed, doubtless abusing the Utah state law that “allows” use of the streets to reach “ATV areas,” which seems to mean any open land not fenced, posted, and patrolled.

Obviously, I just don’t share the idea of “freedom” espoused by the ATV types, nor do I understand the “joy” of ripping up the soil in a cloud of dust or snow while riding a noisy machine through lands you can barely see.

2013 In Passing – Miscellaneous Thoughts

The year 2013 is on its very last legs and, from my point of view, sprinting to the finish. Like most years, it has had its good and bad points, the bad ones largely related to politics and government, which is scarcely surprising, since politics reflect the intersection of beliefs and power in the extreme, and the extreme of belief and the extreme of power represent the ugliest facets of human nature.

On the other hand, what is astounding, and I do mean that, is what Pope Francis has already said and demonstrated are his goals in rebuilding the Catholic Church, unlike the theocrats of the LDS faith who have now pressured the Utah legislature to undertake a massive lawsuit against gay marriage, a lawsuit that the Federal Appeals Court has already suggested the state will lose. And I have to say that I never thought that I’d see the leader of the Catholic faith more enlightened than any other major faith, even the LDS faith.

The last year has seen ebooks come close, from the figures I’ve observed, to undermining, if not destroying, the dominance of mass market paperbacks in providing comparatively lower-cost fiction in the field of F&SF. That’s a very mixed blessing, because with ebooks comes the ease of piracy, and regardless of what “studies” show, the sales and royalty figures for new releases indicate to me that piracy has had a definite negative impact on new releases. The upside is that ebooks enable longer and more profitable sales of an author’s backlist. How this will work out won’t be clear for several more years, I suspect.

The recent wave of state legislatures beginning to enact laws that allow gay marriage, as well as the accompanying court decisions and the significant shift in public opinion, give some hope to the idea that marriages in the United States might be better judged on whether they’re loving, supportive, and successful in matters such as raising children rather than being judged on whether they meet a particular theological criteria.

The public in general and the “education establishment,” on the other hand, for all the studies and rhetoric, still can’t accept the fact that student success requires not only good and responsible teachers, but also good and responsible students – and parents. Without all three, no real improvement or progress is possible, yet both parents and the education administrators, as well as politicians, continue dump all responsibility on the teachers… and, unhappily, I don’t see this changing in the near future.

The record profits of corporate America, the highest level of Wall Street stock indices ever, and the growing income inequality in the United States all go hand in hand with an economy that has still not fully recovered from the Great Recession. As I’ve said before, and as has Paul Krugman, the Nobel-prize-winning economist, it’s almost impossible to have robust economic growth with an economy based on consumption when you don’t have an export surplus and you don’t pay your workers enough to buy all that you produce. Not that anyone in corporate America or Wall Street listens to either of us.

So I’ll just have to take “consolation” [actually, it’s far more than that] in the fact that I’m still writing, still enjoying it, and still have readers who also enjoy what I’m writing. Here’s hoping you all had the best 2013 you could, and whether you did or not, my best to you for 2014.