The K.P. Wee Podcast

Guest host Stan Markotich and regular host K.P. Wee explore the idea of whether today's high school seniors, based on their observations as educators, are ready for college or university.

Stan Markotich, a former news director at CJIV Radio, stops by to guest host this episode as he and K.P. discuss sports broadcasting. K.P. talks about his experience being a hockey play-by-play broadcaster for the Greater Vancouver Canadians, a minor hockey team based in Richmond, British Columbia, Canada.

It's October, and it's time for postseason baseball chatter with guest Brett Hawn! K.P. laments the fact that there are too many playoff teams, which results in the top two seeds in each league having to sit around for five days prior to getting their first taste of the postseason. K.P. also gets Brett's thoughts on "mistakes" made by managers and teams during the 2023 postseason. Are the Arizona Diamondbacks that good, or is their postseason success due to mistakes made by the Brewers and Dodgers? Who does Brett see going all the way in 2023?

Guest Host Stan Markotich joins this episode to discuss sports myths and mythology.

About Stan Markotich: Born and raised in Vancouver, Stan completed his undergraduate work at Simon Fraser University in 1985. From there, he went on to receive a master's degree from the University of Victoria. In 1987, he moved to Indiana University, earning his doctoral degree in history under the supervision of Dr. Barbara Jelavich. Upon graduation, Markotich accepted an appointment with Radio Free Europe, serving as Serbian analyst and remaining in Europe for roughly a decade. He is the main author of White Paper of the Independent Media Commission: Media and Democratisation in Bosnia and Hercegovina (2000). Markotich is currently revising a memoir that deals with his years in the Balkans. Now based in Greater Vancouver, he teaches classes at a private school, lectures for Brock House Society, and offers courses on the Balkans through SFU Continuing Education.

Follow Stan @LinkedIn

Click here if you would like to hear previous episodes of the K.P. Wee Podcast.

If you're a fan of this podcast's intro music, please follow Roger Chong: Twitter @chongroger and Instagram @chongroger.

Todd Denault, who has authored four hockey books, makes a return appearance on the podcast to discuss his latest writing project. A life-long Montreal Canadiens fan, Todd is currently working on a book about the famed "Kid Line" of the Toronto Maple Leafs of the 1930s featuring Charlie Conacher, Harvey "Busher" Jackson and Joe Primeau.

Todd also discusses his thoughts on Jacques Plante, the subject of his first book.

To learn more about Todd and his books, check him out at https://www.amazon.ca/s?k=todd+denault

Twitter: https://twitter.com/todddenault @ToddDenault

Here is a list of his books:

-Jacques Plante: The Man Who Changed the Face of Hockey

-The Greatest Game: The Montreal Canadiens, the Red Army, and the Night That Saved Hockey

-A Season in Time: Super Mario, Killer, St. Patrick, the Great One, and the Unforgettable 1992-93 NHL Season

-Unbreakable: 50 Goals in 39 Games

In Part II of back-to-back episodes about all things customer service, Guest host Stan Markotich and podcast namesake K.P. Wee swap thoughts on what so many of us are experiencing in our everyday lives as consumers. Is the standard acceptable and, even if it isn't, is that something we have any power to change? K.P. recalls his experiences as a frontlines customer service rep, including some pretty astonishing (and contradictory) training messages that you won't want to miss. You'll remember these customer management "tips" the next time you call one of those 1-800 numbers with a problem to report! The co-hosts bring humor to their practical (somewhat bleak) take on how things have evolved and our expectations as a buying audience have been reset. Could it be that our hands are tied? If complaining about shoddy customer service means you're hurting someone's feelings or whining about so-called "first world" problems, then is the only alternative to accept it and move on? We shall see how long people are willing to put up with food deliveries full of leaky containers, empty store shelves and phone reps who are trained to shine us on – and avoid giving a refund at all costs. Learn what your cohosts think on this fun, if sobering, look at the world of customer service!

Click here if you would like to hear previous episodes of the K.P. Wee Podcast

If you're a fan of this podcast's intro music, please follow Roger Chong: Twitter @chongroger and Instagram @chongroger.

KEY TOPICS:

• Fans Revolt! How a recently rain-delayed Cubs game demonstrates the power of sports "customers" to voice their displeasure with poor customer service:

• Twitter outrage at Fox Television's programming choices.

• Complaints about Cubs communications' failure to direct viewers an outlet where they could view the game when it finally took place.

• Lack of social media or scoreboard updates for those at Wrigley Field awaiting news on the status of the game.

• Customer Service Supply Chain: Stan reflects on how honoring (and understanding the concept of) demand plays a key role in delivering loyalty and consumer satisfaction.

• Training is Key: Based on personal experience, K.P. reflects on what he was taught about customer service and how the system fails. A couple of gems:

• Always treat customer interactions as a negotiation.

• Be genuine to the people you work with, but it's okay to be aloof or uncaring towards customers because they're only temporarily passing through.

• The "Tragic" Words Customer Service Trainees are Taught Not to Say:

• Hold on.

• Hang on.

• Just a second.

• Let me pull you up.

• Have to ...

• That's against company policy.

• The truth is …

• To be honest …

• I'll try.

• Hopefully …

• She's not here right now. (As opposed to she'll be back at 3p.)

• Calm down.

• Calling Out Customer Service Contradictions:

• Reps are taught to be both authentic and also to blow off customers.

• Reps are taught to be respectful and empathetic to customer complaints while also being told to treat customers as children to be managed.

• More From K.P.'s Training Notebook Full of Mixed Messages:

• Don't cut anyone off.

• Don't be robotic.

• Be friendly.

• Don't try to impress.

• Don't talk about yourself.

• Show that you're relaxed and open to chat.

• Ask open-ended questions.

• Don't use the usual conversational icebreakers.

• No more than three pauses or instances of dead air in the first five minutes.

• Don't interrogate.

• See how they open up.

• Know a little about everything so you know what to say.

• Don't control the conversation.

• Getting to the Truth: Is the real goal of customer service just to move things off the shelves? About the role of manipulation in inducing and managing demand.

• What It Means: If a customer service rep. isn't saying anything it may be because they don't want to agree with a complaint or open up the possibility of a demand for a refund.

• Two-Way Street: How K.P. negotiated the politics during his stint as a rep. and the ways in which it was a model of customer service within customer service.

• Lessons on "The Dodger Way" from Bill Shumard, former CEO of Special Olympics:

• Return every phone call within 60 minutes.

• Return every piece of mail within 24 business hours.

• When you make a mistake, own it.

• Treat everybody – nobody who they are – with the respect they deserve.

• Era of Accountability: About the shift away from work cultures that emphasized taking responsibility and advancing good will towards today's commodified indifference.

• Good Will: A thing of the past and casualty of a dismissive customer service culture?

• Not a Good Look: Stan shares his negative impression as a customer when he recently stopped to pick up a few things at a store with pervasively empty shelves.

• Parting Thought: Why it's tough to be a squeaky wheel when it comes to customer service – and whether there's anything we can do about it!?

KEY QUOTES:

• "You can make the case that the (Cubs) fans who were at the ballpark were let down in terms of customer service … because they weren't notified as to when the game was actually going to start." (K.P.)

• "Customer service in that instance? Nonexistent! … We're heading completely in the wrong direction when it comes to good customer service." (Stan)

• "Basically (customer service) emphasizes listening or letting the other person talk or vent or release emotion and responding with empathy. Don't be a robot." (K.P.)

• "We're heading towards the idea the consumer or the client or the person coming into your shop has no free will and no agency. In other words, you're using customer service as a way of manipulating." (Stan)

• "I think we're living now in a universe where if you make a mistake, blame somebody else. Or say it's not my fault. Or question the person who pointed out the error." (Stan)

• "I remember the negative experiences a lot more than any positive experiences. I don't know if you're always trying to find fault with or blame other people … but I just remember those unpleasant experiences." (K.P.)

• "Things basically have to get to the point where reforming is not really possible and … an alternative eventually presents itself. But the old or current way just has to literally implode." (Stan)

• "I think eventually things will change but sadly and unfortunately … in the short term I don't think things will get better." (Stan)

Further Resources/Relevant Links:

• Learn more about bet365, the online sports and casino betting website.

• Here's an article about why strong customer service is a worthwhile investment.

• More about Bill Shumard's thoughts on "The Dodger Way" in K.P.'s book, "So You Want to Work in Sports: Advice and Insights from Respected Sports Industry Leaders."

About Guest Stan Markotich: Born and raised in Vancouver, Stan completed his undergraduate work at Simon Fraser University in 1985. From there, he went on to receive a master's degree from the University of Victoria. In 1987, he moved to Indiana University, earning his doctoral degree in history under the supervision of Dr. Barbara Jelavich. Upon graduation, Markotich accepted an appointment with Radio Free Europe, serving as Serbian analyst and remaining in Europe for roughly a decade. He is the main author of White Paper of the Independent Media Commission: Media and Democratisation in Bosnia and Hercegovina (2000). Markotich is currently revising a memoir that deals with his years in the Balkans. Now based in Greater Vancouver, he teaches classes at a private school, lectures for Brock House Society, and offers courses on the Balkans through SFU Continuing Education.

Follow Our Guest: Stan @LinkedIn

About K.P. Wee: K.P. Wee is the author of multiple books and a regular contributor to sports radio programs and websites. In addition to hosting The K.P. Wee Podcast, he also enjoys writing sports and psychological fiction with a twist of romance. He spent a decade working as a program developer and instructor for a private school before joining the Vancouver Canadians baseball club's media relations department.

You can find out more about books by K.P. Wee here.

Follow K.P. Wee: K.P. @Twitter

Additional episodes of the K.P. Wee Podcast are available here.

In this episode, Brett Hawn from Totally Goated podcast joins the show to discuss the latest happenings in Major League Baseball, including Brett's New York Mets. There is also some chatter about the NBA's New York Knicks and why K.P. is a fan of Julius Randle.

Follow Brett on Twitter @brett_hawn, and check out his NFL coverage on the Jaguar Report and the ToroTimes.

In this first of a K.P. Wee Podcast two-parter, Guest Host Stan Markotich invites K.P. to join him in an unvarnished look at the state of customer service today – from the customer's point of view.

Avid sports fans may keep buying tickets even when their teams disappoint, but can big business employ sloppy practices and still expect that same kind of blind brand loyalty? For many of us, today's shoddy standards and neglectful customer service are just a fact of life; part of our consumer landscape. But this conversation asks: Does it have to be that way? Do we patrons deserve (and can we demand) better?

There are systemic factors that have conditioned us to expect late or no-show technicians, disengaged retail clerks or food deliveries that arrive either cold or late – or not at all. As K.P. underscores, most service workers are doing their best and often feel undermined on the job. It's understandable at many service workers feel squeezed, angry, or tempted to express their individuality on TikTok. The question is whether we – as a society – will continue to say okay to impersonal, unprofessional, even hostile treatment.

"We have as a whole accepted this kind of lack of service that we are receiving and that's unfortunate," says K.P., who attributes some of the deterioration to pandemic dislocations and outsourcing gaps. Together with Stan, he sees a definitive trend but there's still hope. Why? Because at some point people might develop a nostalgic yearning for reliable, kind, personalized service.

"Maybe the only way (current customer service standards) are going to change is if eventually somebody offers something in the way of a counter-programming," says Stan. Maybe it's time to study the kinds of total fan experiences (and player personalities) that foster diehard loyalty because (with thanks to the theme song from "Cheers") nothing compels repeat business and customer satisfaction more than that special feeling of being "where everybody knows your name – and they're always glad you came!"

Click here if you would like to hear previous episodes of the K.P. Wee Podcast

If you're a fan of this podcast's intro music, please follow Roger Chong: Twitter @chongroger and Instagram @chongroger.

KEY TOPICS:

• Customer Service Nightmare: K.P. shares his recent experience with an internet service provider repeatedly disregarding his schedule, wasting his time, inaccurately tracking and billing – and miscommunicating at every step along the way!

• Stan Relates! Crazy tales of negligent customer service are all too common!

• Is There a Root Cause?

• Cost-cutting measures?

• Subcontracting rather than hiring full-time employees?

• Brands that don't invest in the actual infrastructure required?

• Workers who are just biding time and don't feel invested in the job?

• Tip, Please!? About the pitfalls of ordering food for delivery – especially if you're trying to coordinate the timing with a break from work! Late. Lost. Even cancelled!

• Who's to Blame? How outsourced systems are prone to over-complicate the basic communications and processes necessary to get the job done.

• TikTok Nation: About K.P.'s theory that some poor performers are intentionally rebelling as a way to seem original, individual, or worthy of social media attention.

• Team Play: How the prevalence of outsourced employee functions can undermine the quality of products, services and their delivery – whether in the context of a sports operation, a retail chain, or restaurant franchise.

• Time for a Closer Look? Why it would make sense to examine customer service operations across a range of companies to see which are benefiting from subcontracting various functions, especially outward facing interactions!

• The Human Side: K.P. acknowledges the challenges large and small that delivery people face (including a fender-bender that recently delayed his meal delivery).

• Other Examples of Poor Service:

• Drivers who offer no hello, instead chatting with a friend on the phone.

• Clerks who look away and refuse to engage or provide direction.

• Workers who react to questions with hostility.

• Anyone who fails to smile and act with baseline courtesy.

• RIP Small-Town Charm? K.P. and Stan muse on the way Main Street mom-and-pop shops have given way to far more impersonal chain outlets.

• Pandemic Cracks: How the lockdown accelerated business breakdowns and exposed workplace-related issues.

• What's the Big Deal? Well, there are many reasons to miss the levels of service (and civility) we knew as a society in the past!

• What Can We Do? Just as fans continue to support sports teams, even when they disappoint, customers are likely to continue supporting businesses – even when their customer service disappoints. The norms tell us: Stop whining and move on!

• Everything That's Old is Eventually New Again? At some point (we can hope) the outdated notion of personalized customer service will become the new big thing!

• Hockey As Metaphor: Part of what drew Stan to professional hockey was the holistic connection between not only high-level performance but articulate, personable players – who communicated hustle, passion, and a commitment to the fans.

KEY QUOTES:

• "(Poor service) is becoming so common that we think we should just accept it as a way of life … We've accepted it as a normal thing." (K.P.)

• "There's a whole generation growing up who are being conditioned to expect this kind of horrific service – not only accept it but believe it's good or cutting-edge service when very often it's lousy." (Stan)

• "I'm guessing that sometimes employees in the service industry just want to do something different and not follow the rules of customer service ... They want to put themselves on TikTok and show off that they have their own individualism." (K.P.)

• "If you've got multiple choke points where everybody or somebody is a disgruntled employee then the issues and problems are magnified." (Stan)

• "Our expectations are that certain minimal standards will be met … but certain models may actually be driving customers in the opposite direction." (Stan)

• "We've created systems that are so poorly conceived that even when, we try to fix the problem in order to maintain the system, it will just make it worse." (Stan)

• "You don't get that 'everybody knows your name' kind of thing ... Times have changed and not for the better." (K.P.)

• "It seems that our society has accepted this level of mediocre service … We have as a whole accepted this kind of lack of service that we are receiving and that's unfortunate." (K.P.)

• "People try to brainwash to just accept it and move on … People say, 'You've got your internet, you've got your food, you've got everything. Just stop whining!' That's what we've been trained to tell each other." (K.P.)

• "Maybe the only way things are going to change is if eventually somebody offers something in the way of a counter-programming … a way of doing something that's so old that it looks new to the current generation!" (Stan)

About Guest Stan Markotich: Born and raised in Vancouver, Stan completed his undergraduate work at Simon Fraser University in 1985. From there, he went on to receive a master's degree from the University of Victoria. In 1987, he moved to Indiana University, earning his doctoral degree in history under the supervision of Dr. Barbara Jelavich. Upon graduation, Markotich accepted an appointment with Radio Free Europe, serving as Serbian analyst and remaining in Europe for roughly a decade. He is the main author of White Paper of the Independent Media Commission: Media and Democratisation in Bosnia and Hercegovina (2000). Markotich is currently revising a memoir that deals with his years in the Balkans. Now based in Greater Vancouver, he teaches classes at a private school, lectures for Brock House Society, and offers courses on the Balkans through SFU Continuing Education.

Follow Our Guest: Stan @LinkedIn

About K.P. Wee: K.P. Wee is the author of multiple books and a regular contributor to sports radio programs and websites. In addition to hosting The K.P. Wee Podcast, he also enjoys writing sports and psychological fiction with a twist of romance. He spent a decade working as a program developer and instructor for a private school before joining the Vancouver Canadians baseball club's media relations department.

You can find out more about books by K.P. Wee here.

Follow K.P. Wee: K.P. @Twitter

Additional episodes of the K.P. Wee Podcast are available here.

If you're a fan of Michael Unger's 1990 Upper Deck baseball card project, then it doesn't get better than this episode of The K.P. Wee Podcast—which features a non-stop stream of sports history, trivia, game deconstructions, and remembrances. Enjoy this return visit from a fan favorite known to baseball card collectors through his social media handles udeck1990@Twitter or upperdeck1990@Insta.

Michael and K.P. do a deep dive into some of the exciting (if sometimes forgotten or obscure) players that Michael has been posting about daily as he works his way systematically through each of his 1990 Upper Deck baseball cards. His social media posts have created a community through which he and K.P. initially connected and became friends.

Today's episode includes mention of pitchers Jim Abbott, Jeff Russell, Bob Milacki, and Jack McDowell. K.P. mentions a couple of unpleasant memories with Russell (including a quote given to the press about the city of Boston) and a funny story about McDowell from the 1995 ALDS, while Michael shares his research on some fascinating tidbits related to these players. He even mentions some memories concerning Mark McGwire and hockey star Stephane Richer.

Are you a certifiable Sports Dork? If so, then you're in for a treat with this episode of The K.P. Wee Podcast. Featuring Paul Hembekides – or "Hembo," as he's known around ESPN – the stats, history, and data points are coming fast and furious. A content guru whose research nuggets are showcased regularly on the ESPN morning show "Get Up!", Hembo is giving us a peak into the new book he has written with his ESPN radio co-host Mike (#Greeny) Greenberg: "Got Your Number: The Greatest Sports Legends and the Numbers They Own."

Join K.P. and his special guest host, sports business consultant Jason Takefman, for a nonstop tour of the sports world's most significant numbers from 1 to 100 – who owns which, why and from what arena? You'll learn how working in the industry changes your fandom (which it definitely does, but not necessarily for the worse) and the "excruciating" decisions Hembo and Greeny had to work through in making tough calls sure to stir controversy. Consider numbers like #7 or #4 or #21 and the overlap in how they've defined careers across professional sports and teams. It's all up for debate! Sports dorkery doesn't get much purer than this – or more fun!

Ready to see where your favorite numbers shake out? Click here to learn more about and purchase Hembo's new book, "Got Your Number: The Greatest Sports Legends and the Numbers They Own."

And visit this link if you would like to check out The K.P. Wee Podcast archives and listen to previous episodes.

If you're a fan of this podcast's intro music, please follow Roger Chong: Twitter @chongroger and Instagram @chongroger.

KEY TOPICS:

• Making It Happen: Hembo recalls how his co-author Mike "Greeny" Greenberg lit the fire (and the two easily netted a publisher) for their joint effort, "Got Your Number: The Greatest Sports Legends and the Numbers They Own."

• Hembo's Favorite Thing About the Book: There are 100 chapters but only 56 are occupied by an athlete's jersey because the authors also pegged numbers that represent records (like Wilt Chamberlain's 100), years (like '72 for the Dolphins) as well as rivalries, car numbers and an important distance (a legendary marathon winner).

• Keeping It Honest: While researching the book, Hembo stayed focused on compiling an objective historical record that was unbiased towards his personal favorites.

• In Pursuit of Joy: Why Hembo feels it's important to keep sports in perspective as what they are – something meant to be savored and enjoyed!

• On the Job Learning: Being immersed in the world of sports has actually prompted Hembo to take the whole thing less – not more – seriously. He sees it for what it is!

• The Greatest Thing Ever: How watching the Phillies' Rhys Hoskins bat a magical homerun took Hembo back to the "guttural glee" of childhood.

• Never Quite the Same: For all the dopamine rush of his experience working in sports, there is an undeniable change in Hembo's relationship to fandom. Not better or worse. Just different.

• The Numbers Game: About weighing (and debating) who got to own which numbers (like #21, #4, #11) in which sports and why.

• Navigating the Publishing Process: The level of granularity and density of information in Hembo's work insulates him against too much tampering on the part of copy editors.

• Favorite Chapters:

• • For Jason, Chapter 8: Because it was so wrong! Cal Ripken Jr. owns that number! (There's a backstory as to how the authors settled on Kobe Bryant.)

  • For K.P., Chapter 26: Because it was a non-jersey-related choice that felt refreshing, surprising and interesting!

  • For Hembo: Chapter 56: Stands out because it was the most excruciating, choosing between Joe DiMaggio and Lawrence Taylor. "It makes the book so fun!"

• Check out Hembo's book, which is brand new this spring, at this link. Perfect for the sports nerd in your life!

KEY QUOTES:

• "I really made my bones in this business as a researcher, as a numbers guy, as a stats and information person." (Hembo)

• "It's not just an athlete owning a number in terms of a jersey number. There's also seasons in there, number of sports championships and titles." (K.P.)

• "To me sports is very intimate … People's fandom is very different. I'm a believer in the integrity and sanctity of people's fandom." (Jason)

• "Sports are meant to be a joy and they serve no other purpose … Ultimately sports don't really matter. Sports are trivial and if you can't enjoy (them), then what's the point?" (Hembo)

• "Sports are a great place to work but just know that – if you do – your fandom is going to change. It doesn't necessarily mean your fandom is going to suffer, but it does mean that your fandom is going to change." (Hembo)

• "You're in the Sports Dork Society … and I 100% believe in you. I am also a Sports Dork and appreciate the work and thought that goes into (your research)." (Jason)

About Our Guest Co-Host:

Jason Takefman provides consulting services in the areas of Sports Management, Representation, Sponsorship and Advisement. His expertise includes TV/Media Contract Investment, Negotiation, & Management; Event Marketing; Local, National, and Global Media Buying; Acquisition; Ticket Sales & Ops; and Community Relations. Jason also invests in and advises small start-ups focused on developing tech platforms for customer service and sports.

Follow Our Co-Host:

LINKEDIN | TWITTER

About Our Guest:

Paul is a content producer at ESPN for the morning show "Get Up!" as well as a co-host on ESPN's #Greeny radio program. Previously an athletic communications assistant at La Salle University, where he obtained a Master of Arts in education, Paul was also a sports information intern at his alma mater, Cedarville University. Most recently he has co-authored (with Mike Greenberg) "Got Your Number: The Greatest Sports Legends and the Numbers They Own."

Follow Our Guest:

LINKEDIN | TWITTER | INSTAGRAM

About K.P. Wee:

K.P. Wee is the author of multiple books and a regular contributor to sports radio programs and websites. In addition to hosting The K.P. Wee Podcast, he also enjoys writing sports and psychological fiction with a twist of romance. He spent a decade working as a program developer and instructor for a private school before joining the Vancouver Canadians baseball club's media relations department.

You can find out more about books by K.P. Wee here.

Follow K.P. Wee:

K.P. @Twitter

Additional episodes of the K.P. Wee Podcast are available here.