Fasnacht 2009

It's 3:00 a.m. on Monday morning, March 2nd, when the hotel Les Trois Roi calls to wake me up. Quickly I dress and head downstairs in the darkness, guided only by my flashlight. We gather at the bar for orange juice, coffee and croissant before heading out into the streets.

3:30 a.m. Streets are already crowded with people and there are few lights anywhere. Basel is in darkness. I move toward my favorite spots for observation--the square in front of city hall--but crowds there are too great, so I move a few blocks away. It is chilly and damp, but it is not raining.

4:00 The last lights are out. The bell tolls the hour....and immediately begin the eerie sounds of piccolos (fifes)and drums as the cliques of fasnacht begin their journey from all points around the city toward the center. The marchers are dressed in masks and costumes, but not necessarily matching at this point. Many are wearing masks and costumes from prior years. Most have small battery-lit lanterns on taheir heads, and some cliques feature larger lanterns carried on poles at the front of their entourage. Each group has a large battery or candle-lit "float" that is wheeled along with them. These floats are the focal point of their response to this year's theme.

4-7:00 a.m. For three hours these groups march and play their sombre tunes. It takes almost 45 minutes for the stalemates of too-large crowds begin to dispurse and make movement easier for them...and for viewers. Along the way, groups stop for refreshment, leaving their masks and drums and lanterns on the sidewalk. No one bothers them.

This is an eerie celebration...without drunkeness. There is something haunting about the music and inspiring about the commitment of the cliques to their task.

As dawn comes, many have moved to the traditional post morningstreich breakfast of kase torte and mehl suppe. But throughout the morning smaller remnants of the cliques will continue to parade throughout the town.

1:30 It is time for the first parade of the season. For this parade the cliques have donned this year's masks and costumes that are tied to the theme they have chosen to portray.

My favorite spot for this parade is in the center of the main bridge across the Rhine river. This way I can see groups coming from each direction. This parade has organized routes...at least at the beginning. It also includes brass bands who play gugge music and large floats drawn by tractors. On these floats clique members throw confetti, rtangerines, mimosa flowers, carrots, etc. to the crowds.

This parade goes on for hours. This year it mists and sometimes even rains. But the marchers continue on. I cannot tell you what the overall theme of this year's Fasnacht is. But the floats and interpretations are fascinating.

There are pigs, Einsteins, men with their pants falling down, Swiss bankers in gas masks, Scotsmen in kilts, chickens, wolves, middle eastern oil men, and a host of wagis and other more traditional masks. As they parade along, some pass out long sheets with a song or poem that explains their theme. This year's most amazing to me is the ku klux klan with a giant Obama leading the group.

As night falls, the groups begin to parade toward the cathedral square on the top of the hill. Here the lit floats will remain so that people can come and view them. Most are battery lit, but some still use the traditional candles.

This is day one. The celebration lasts three days, from 4 a.m. Monday to 4 a.m. Thursday. It is always one week after the traditional carnival and mardi gras celebrations around the world. Although it has common features with'Germany's fasching and the U.S. Mardi Gras, it is different. More solemn. More elaborate. More connected to today's politics. This was my eighth time to visit this celebration. I rarely see other Americans. This is a Swiss festival at its heart, and it is part of Basel year round as the Cliques prepare for it. Every time is better than the last.

Here's to Fasnacht 2010 which begins on February 22nd. See you there!

What happened to delighting your customer?

I fly a lot. For business and for pleasure. Last year, on Delta alone I flew more than 140,000 miles. I am a million miler elite plus platinum member of the Skymiles award program.

I fly this airline whenever possible. As a result there are perks… I get to be in zone one when I board. I am occasionally upgraded to business class. I appreciate these immensely.

But Delta is trying my patience….and I think this story can offer some lessons for Delta and other companies as well.

We are in a very difficult time for airlines. Their margins are squeezed. Travel is down. Regulations increase. I understand their need to make money. I want them to be successful, so the purpose of writing this is to point out how a different approach to a request can make their customers like me a whole lot happier. I believe the story has broad application for all businesses who desire to keep customers.

Situation: I am using miles to make a quick 4-night trip to Switzerland for their version of carnival. I have booked this trip months ahead. Three weeks prior to the trip I get a message that the return flight from Zurich has been cancelled. I can either do a much longer, more convoluted trip home that day, or I must change the return date. Since I have a business conflict that does not allow me to extend the trip, I now am faced with a very short 3-day trip. We make the change.

I suggest to the agent that it would be really nice if they would upgrade me to business class if there was space available on this flight. She can’t believe I would ask. So I write to customer care and suggest that they put me on stand by for the upgrade, giving it to me only if business class is not full on the day of travel. The lengthy reply includes this: “While we would like to offer special consideration in cases such as yours, compensation is not offered to customers impacted by a schedule change and we must respectfully decline your request for an upgrade on the return flight. I am truly sorry to disappoint you, as I am sure this is not the answer you expected.”

They were wrong here. It is exactly the reply I expected. And that is what is too bad. Whatever happened to wanting to delight your customer?

We now must pay to check luggage, pay to talk to a representative when making a reservation, pay for food, pay, pay, pay. And when we do not check luggage, the use of smaller planes means we still have to give up our luggage and wait for it planeside (and of course if we were first on, that luggage is usually last off, making it difficult to make the next flight since this was inevitably delayed.)

If travel is going to be more expensive and less convenient…if there are going to be fewer of us traveling…if airlines want to succeed….now is not only the time to seek ways to wring more money from each flight…it is also the time to find ways to delight your customer…especially if those ways do not cost you a nickel. This is what makes customers return…and tell positive stories.

My message is to Delta…and it is to every business that has customers. These are tough times. They offer us the opportunity to rethink the paradigm of customer service. How great is the opportunity to win friends and new customers right now? It is huge. We are all stressed and truly welcome those companies and their employees who try to make a difference in the customer experience.

I have, of course, told this story to a number of friends and colleagues. Just think how different their impression would be if I had been able to conclude by saying, “Isn’t Delta fantastic? They took the lemons and made lemonade.”

The Pleasure of Planning

So many places to go...so much fun to consider the options. My spirits can always be raised by thinking about the possibilities of the next trip...or trips. For instance, at the moment I have several in the hopper

• Argentina in September
• Thanksgiving: Christmas markets in Berlin and Prague
• Post Christmas visit ito Paris
• Basel Fasnacht March 2-4
• Oh, and then I found a fabulous 4 Seasons rate--yes in August, but still--Scottsdale and managed a great airfare as well...so long weekend there.

Now, you'd probably think that's enough. But then there's the business travel...I'll have trips to Chicago each month, San Diego in July, Pittsburgh in August, The Greenbrier in November...not bad.

So how to concentrate on the work in between since the travel planning is so much fun.

This morning I have focused on the Christmas market trip...the German Christkindlsmarkts are a wonderful introduction to the holiday season. I got hooked when I lived in Baumholder thirty years ago...and have been back several times to re-experience the gluhwein, the ginger cookies, the sizzling little sausages, the rachenman and nutcrackers, the wonderful ornaments and the various village components...plus all kinds of toys and lots of people!

The most famous and largest is at Nurnberg, Munchen's is also good sized but not as crowded, but virtually every town of any size has one, and each has a character of its own. On this trip I hope to not only visit Berlin's and PRague's but also Dresden's and Leipzig's. Between markets it will be a long postponed look at Berlin...I mean, when I was last there the wall was in tact. And I haven't been to Prague...so lots of opportunities to consider....

Then there's where to stay...and where to eat. I like luxury...but even more, I like to get a feel for the old Germany with the Bavarian painted furniture, beamed ceilings, and creaking floors. That's getting harder to find, as all the drive is toward most modern and artsy.

Any suggestions for this trip welcome. Meanwhile, I will brush up on my German, consider train vs. road travel, and wish for just a touch of snow while I am there.

On the Road: An Introduction

I am a traveller. I love to travel, whether to Paris, France or Pea Ridge, Florida, I love the adventure of the road. The planning is almost as much fun as the adventure itself, and I am grateful for the wealth of information and ideas that can be found online.

Fortunately, I not only travel for pleasure, I also get to travel for business, and that business travel takes me often to Chicago, New York, Washington DC, and other primarily US detinations. On my own, my inclination has always been to head to Europe (France or Italy primarily) but one resolution this year is to stretch out more...so this spring was Morocco...this fall will be Argentina. But yes, I still hope to go sniff the lavendar in Provence next month.

Wherever I go, I never miss an opportunity to find a new restaurant, walk a different neighborhood, discover a concert, a museum, a play or a popular hangout.

From the start, I should say my tastes run toward the best in class...as far as I can afford. Although I enjoy a great pizza, I seek Michelin starred restaurants. While sleeping in a tent can be fun, give me the Ritz Carlton (Club Level), the Four Seasons or a special local hotel/inn/resort any day.

I look forward to sharing my adventures and hope that others will chime in with theirs, making suggestions from trips or from their own home towns so that we can all reap the benefits of experience.

Here's to being on the road again, soon. Diane