Skyscraper Graveyard

apartment-buildingBook TowerOn a trip to Detroit a few days ago, my family and I stayed downtown in one of the city’s newly renovated grande dame hotels. The 1920s-era Fort Shelby Hotel, now part of the Doubletree chain, reopened last December after being closed for more than 25 years. It’s a jewel of a property stuck in the middle of one of the most depressed cities in America. Reportedly, a whopping $80 million was spent on its renovation.

The timing couldn’t have been worse. Just up the street is the even more palatial Westin Book-Cadillac, which was the world’s largest hotel when it first opened in 1924. It, too, stood vacant starting in the early 1980s, miraculously avoiding the wrecking ball before being rescued in a $200 million+ renovation and reopening this past October.

So what will help fill the rooms of these showcase hotel properties? If a flood of reservations actually materializes, it will be for the myriad lawyers, accountants and government officials descending on the city to pick apart General Motors and Chrysler Corporation.

The city of Detroit can’t seem to catch a break. First, there’s the real estate crisis that has seen property values plunge even faster than the national average. Today, the city’s median home sales price is below $10,000, which has to be the record low for a major U.S. city.

Next up, the spectacle of dilapidated infrastructure, a dysfunctional school system plus governmental corruption, nepotism and favoritism run amok – all culminating in Detroit’s mayor being sent to prison.

Now comes the implosion of Detroit’s auto industry that has sparked the nation’s renewed attention on the crumbling city, including human-interest television reporting and lurid photo essays like the one just published in Time magazine.

Sadly, this is Detroit. Riding the People Mover, the 2.5-mile monorail system that loops the perimeter of downtown, one can peer into the second-story levels of building after vacant building. It’s truly a metaphor for the entire city … and a peepshow for the rest of the nation.

Is there a natural bottom? The investors in Detroit’s old hotels seem to think so. But you have to wonder, would those investors have moved forward with these initiatives knowing what they know today?

It was photographer and social commentator Camilo Jose Vergara who suggested more than ten years ago that the empty skyscrapers of downtown Detroit be preserved in their current state as a memorial and monument to a vanishing industrial age. Of course, the city government leaders were horrified at the idea and objected loudly. But really, what other use could they possibly come up with for these relics – silent and stark reminders that a city once the nation’s fifth largest has shrunk in under 50 years to less than half its former size.

The Titanic Tribune

The news about newspapers has been unremittingly bleak in recent days. The Rocky Mountain News.  Chicago Tribune.  Minneapolis Star/Tribune.  Going bankrupt or shutting down altogether.

And now we read that the Chicago Sun-Times has announced that it, too, is filing for bankruptcy.

Even more depressing than these reports is reading about the tactics some news organizations are adopting in order to roll out a new business model that’ll supposedly keep their brand “on the beat.” So now we discover that the Seattle Post-Intelligencer is going all-digital. The Hartford Courant is sharing its staff with two local TV stations and combining newsgathering duties. And the Detroit Free Press is cutting home delivery to three days a week.

This is like rearranging the deck chairs on the Titanic.

Strip away the flurry of activity and it all boils down to this: How many consumers really need newspapers anymore? Sure, there may be a smidgen of news in the paper that can’t be found (easily) on the Internet. But the issue is really one of preference and behavior.

Ask yourself: Who do you personally know who subscribes to your daily city paper? How old are they? I’d be surprised if they were born after 1950. And while the over-60 set may still prefer the ritual of reading the paper over a morning cup of coffee (a paper they paid for, no less), that’s a scenario one encounters less and less in the rest of the population.

The fact is, people want quick access to the news when and where they need it. Usually in short information bursts. On the go or at their desk … but far less often in an easy chair at home. The online sites of newspapers can provide this, of course, but so can so many other sources. No longer the big kids on the block with little competition and huge barriers to entry preventing others from encroaching on their turf, today’s newspaper publishers must clamor for attention among a gaggle of other online outlets – most of whom know how to play the game a whole lot better.

Darwin … or dinosaurs? The final verdict may not yet be in. But we already know how this is going to turn out.

Search … and destroy? Nah.

New statistics published earlier this month by Hitwise show that Google continues merrily on its way to even greater heights of dominance in the search engine field.  Despite the Don Quixote-like efforts of other search engines like MSN, Ask and Yahoo to take a run at Google’s position, the latest stats show that Google’s search engine is as popular as ever.

More popular, in fact.  The numbers reveal that Google’s share of search activity has now risen to 72% versus 67% a year earlier, whereas the others continue to decline.  Yahoo is in second position, but getting 21% of search share is about on par with H. Ross Perot’s vote percentage in the 1992 presidential election – all hat and no cattle.

More startlingly bad is MSN’s performance at around 7% of search activity, because they’ve been trying hard to make a dent in Google’s position. Keep on trying, gents.  Maybe you’ll break 10% share before long, although I doubt it.

Does any of this come as a surprise?  After all, people are creatures of habit. And when a habit gets as big as this, it’s really hard to break.

Also, most people typically take the path of least resistance. And when it comes to search, isn’t Google the easiest path?  Simple visual layout … easy to use … robust results.  What’s the point of going anywhere else?

UPDATE4/1/09 – As if on cue, another search engine bites the dust.  Wikia has announced it is closing down its Wikia Search project.  Introduced to great fanfare last year, Wikia was intended to be a user-generated, open search engine.  The problem?  Wikia Search was simply not generating any sort of worthwhile volume.  In fact, traffic was running about 10,000 unique users per month.  That’s just a blip on the screen — and certainly disappointing considering the success of other initiatives like Wikipedia and Wikia Answers.  Further proof that to be first in cyberspace with a good idea and good execution is a huge advantage … and to be fourth or fifth is considerably more difficult, even fruitless.

Welcome to the Customer Service Department … Dante Alighieri will be your tour guide.

Who hasn’t faced the frustrations of dealing with what passes for customer service today? I recall an ordeal several months ago when I spent the better part of three hours on the phone with Hewlett-Packard’s customer service department – if you could call it customer service – trying to get an issue resolved with reloading a printer driver for an HP model that is no longer classified as “current” – which in my case was a printer I purchased five or six years ago.

Because my model was older, I was transferred to a different help desk that turned out to be an outsourced/offshore area of HP’s customer service. (Presumably, the good folks at HP seem to think that outsourcing technical questions about older equipment will actually give their customers access to better knowledge than their own in-house personnel can provide …?)

The first 90 minutes of my ordeal were spent trying to talk to someone who could actually solve my problem, but about 90% of those 90 minutes were basically spent on hold. The next nearly 90 minutes was taken up with attempting to get my $59.99 service charge reversed, since I had been unable to speak with anyone who could actually assist me with my problem.

That’s an evening of my life I’ll never get back.

… Which made a new book just published on the woeful state of customer service capture my attention all the more. In Emily Yellin’s book “Your Call Is (not that) Important to Us,” (Free Press, ISBN-13: 978-1416546894 … also available in a Kindle edition), the author gives us plenty of statistical information, polling results and excerpts from studies to help chronicle the sorry state of today’s customer service affairs.

But it is Yellin’s “customer service hell” anecdotes – far more horrific than my own experience with Hewlett-Packard – that stick most in the memory. Those stories certainly provide fodder for a sort of morbid fascination; reading them is not unlike seeing an auto accident unfold in slow motion before your very eyes: You know what the final result is going to be but you can’t resist seeing it through all the way to the end.

Fortunately, not all is bad news. The author also cites some examples of where companies are trying – pretty diligently – to deliver a customer service experience that is at least “serviceable.” The book is a worthwhile read.

But back to my own experience. How did things turn out? Well, after nearly three hours on the phone, I was finally able to get my charge for service reversed. Then, rather than spend any more time trying to work with my HP printer, I simply purchased a new one. It was a Canon.