Farewell to RTWhat brought me to San Francisco? What started my fascination with gadgets? What seduced me into the perfect marriage of traditional retailing and online business? What put me on the forefront of e-commerce? It's many things, sure, but it comes down to one man.
Richard Thalheimer.
If you have not yet heard, Richard, the founder and CEO of The Sharper Image, was ousted this week, after a serious decline in the company's fortunes. He remains on the board, but the company he has been, and always will be identified with, is no longer his to run. This happened earlier this week, and yes, I knew the minute it happened. You would have had to be blind, deaf and dumb not to know it was coming. I've been busy, sure, but I also was thinking about how I felt about it, before I wrote it. It's complicated. So, bear with me.
If you don’t know, I spent a decade working for TSI. I started at the bottom rung, literally: a stock boy, in a retail store in Boston, in the 1980's. Sharper Image was at the peak of the zeitgeist: the perfect example of a company focused on the very expression of the consumerism of the Reagan Era. Even years before that, just as Richard started the company, I was literally one of the first customers: in the late 1970's, when the company started, it was just an ad for a watch, followed by a direct marketing piece. One was for a sound-activated light switch; I scraped together my money, and purchased one, even before I could even understand wiring. It was the zeal for the cutting edge gadget the founder exuded in the copy: I was hooked.
Richard had taken the direct marketing mailers, and turned them into a catalog that no one had ever seen: glossy, sexy, and lustful. It was gadget porn. Remember, there was no Internet, no ubiquitous e-commerce. Catalogs were the slow version, and he mastered the art. When he opened stores, they were not stores: they were events. Years later, when I started in the store, it was a genuine phenomenon. People waited in line to get in, from the time the doors opened, and frequently demanded the store stay open after it was supposed to close. Richard introduced a new approach to retail for high-end gadgets: he insisted the products could be touched, used, fondled. It was expensive, but it was unprecedented, and products soared off the shelves.
He knew exactly what would motivate the consumer to spend ungodly amounts of money to purchase the gadgets, and it became the model of modern gadget commerce. Back then, the only electronics and gadgets were in the special sections of the department stores, carefully guarded by aggressive salespeople who would never let you near the product. Richard was said to model the stores after a famous San Francisco attraction, the Exploratorium, and that's exactly what they became. He hired great people (and not so great ones) to help expand the vision, and there was no better place to be.
Years later, after I had ascended to run the store that I started as a stock boy, I saw the nascent Web, and I knew TSI had to be on the forefront. I also knew there was only one way to make it happen: Richard. You have to understand, running a great store is one thing, and I had met Richard a few times on store visits or trips to the corporate offices, but Richard was…Richard. A combination of visionary, royalty, and distracted god. Sure, he could appear comically on another plane of existence at times, but there was no denying the brilliance. And when it hit…man, you just marveled.
I spent months perfecting my pitch. I ran it through key people in the company, to get their feedback. Finally, on a trip to San Francisco, I pitched Richard, then Craig Womack (the then-president) at early breakfasts. To my chagrin, Richard appeared to politely hear me out briefly, then had me talk with Craig repeatedly. Craig assured me the idea was sound, but it would be years. And when they were ready, they'd call on me. I went back to Boston, thought about it, and decided I was going to be in the right place at the right time, and I decided to move to San Francisco for that time to come.
Two months later, I was running my other dream store, in Ghirardelli Square. Sure, it had so much less volume than my old store, but it had that same sense of amazement that brought me to TSI: the tourists streamed in and out, looking at all the great stuff, posing for pictures by the famous neon sign (and the Predator sculpture), and I settled in for what I expected to be a couple more years. I focused on transitioning to living in San Francisco, moving Amy out here, and getting ready for another great Holiday season, with a great staff.
It was early December. The store was not yet open, and we were spending time cleaning and getting the store ready. There was a rattle of the front doors, and I paid no attention; early tourists always were looking to see if we were open. Another insistent rattling, and I looked up, annoyed.
It was Richard.
I was paralyzed. See, Richard didn't visit this store. Anyone who actually lives in San Francisco never goes to Ghirardelli, unless you had out of town folks visiting. Hell, the corporate offices were only about a mile away, and we never saw anyone. And yet there was Richard, on a foggy December morning, on the front stoop of the store. I recovered, opened the doors and he came in, genial as he could be. He made some small talk, asked if I was still interested in the "web." I told him I was. He smiled, that photogenic catalog inside-cover smile, and asked if I would come by the offices, the next day. And with my agreement to, he waved, looked around, and departed.
The CEO of a major public company, the man who had really started the gadget craze, and a critical force in retail and direct marketing, just stopped by to talk to me. It…just…doesn't…happen. But it did.
Well, the rest, as they say, is history. I took over the "alternative media" efforts of TSI, and was Forrest Gump-like in the right place, right time. I worked for many people, but Richard and I would strategize on the efforts, at least weekly. Many of his ideas were, to me, out there. But over time, many of his off-the-wall ideas turned out to be prescient. One of my proudest moments was walking from the office to the Yerba Buena Center, to a Steve Jobs keynote for NeXT, with Richard and Sydney Klevatt, as Richard chatted me up about some of the projects we were working on. At that moment, I was smiling: the man who I had been inspired to buy a light switch from as a kid was now consulting with me on what I thought.
Richard can be a challenging one to work with. "Mercurial" is his personal trademark: one day, he could be showering you with praise and glowing admiration; within 24 hours, he's telling you what a disappointment you are, complete with derisive comments. It was always tough not to take him personally, especially with my history. When ex-TSI folks get together, especially ones who have spent much time with Richard, Amy says it's like a survival group: we all share endless tales of astonishment at Richard's antics, and how they affected us. The urban-legend status stories of his feelings and actions towards half-finished coffees, the amusing faux pas', and the laughs on the products and their strange names…it goes on and on. I will say that, overall, he always stayed focused on doing what he did best: looking for the next cool things, and focusing on growing the company, and you cannot ask for better from a CEO.
When I had the opportunity to join a truly exciting new company at the beginning of the dotcom era, it was absolutely the hardest professional thing I ever did to have to go into Richard's office (his sanctum sanctorum) and, with just the two of us there, tell him the time had come for me to move on. You never got the sense that Richard was really on the same plane of existence with you; he was always two or three moves ahead. And yet, just for that one meeting, he seemed genuinely focused on me. He surprised me by remembering my history with the company, and key events we had shared, and I once again was amazed that he was never quite what he seemed. We parted professionally, and, when I found occasion to be back in the office for business or personal reasons, and he saw me, it was always a warm reception.
No magician can keep the tricks coming forever, and Richard is no exception. He pulled the company out of the fire many times before, either with great hit products (motorized tie racks, sound soothers, Ionizers), or business changes with the help of his team (new merchandising strategies, new catalog types, moving into soft-goods during the recession). This one seemed so different: the company's fortunes rose so high on a one-trick pony, and fell just as hard when the tide turned. I really had hoped that Richard would have taken himself out of the company a few years ago, going out on top. I should have known better; that's simply not in his nature. The company continued to suffer, and the inevitable was coming, but he could not do it. And now he has paid the price.
I still have lots of friends at TSI. Many have stayed longer than I ever imagined; many have left and come back, years later. There is something about the cult of Richard that did it. He makes that call to you, or drops by to chat, and the next thing you know…you’re as hooked as a young boy scraping together his money for that amazing new gadget in the 3 page mailer. I was recently asked by someone who was thinking of working there if they should take the job over another one from a much larger retail company. I told them to take the other job, citing the instability of the company and that, in reality, nothing would change if Richard was still there. My friend took the job at TSI. No explaining the appeal; believe me, I understand.
I can only say that I wish the very best for TSI, but they have some hard times ahead. Times have changed, and the magic formula that made TSI works about as well as the Oakland Raiders' approach to modern-day football. And, as coach after coach has paid the price for the Raiders' refusing to change with the times, still looking for that long pass down the field, TSI has had their first major change. Let's hope it's a change for the best.
Richard, congrats on an unprecedented great run. You inspired, literally, millions of people with you drive, products, and ambition. Those that worked with you will always have tales, sometimes admiring, sometimes salacious…but always with respect. My thanks to you, and my best wishes on your next efforts…you know there will be one!
Will the Pupil eclipse the Master?I don't know about you, but I think Stephen Colbert is even getting more coverage and fandom than his progenitor, The Daily Show, esepcially on the web. Need proof? How about the launch of The Colbert Report - Your Daily Dose of Colbert Videos, a YouTube-like collection of all of Colbert's shows, complete with new episodes the day after the show runs.
Ask me, and this is the future of the evolution of TV and the Web. In a few years, when the XBox/Mac Mini/Windows Media Center evolution is complete, and the living room is conquered by the computer, imagine your own on-demand channels like this, of all shows. Want a competitor to cable and satellite? Start a service that aggregates these shows in just this fashion, and spend the next 2 years perfecting your ad embedding technology: in 10 years, cable will look as quaint as over-the-air broadcast looks today, and a new monopoly will be born.
Heard your personal greeting from me on my VM?Some of you call me on my cell. As you know, I am frequently unavailable (meetings, work, etc.), and I feel bad that I can't talk more often. However, thanks to a free service, YouMail, you can all now have a personal greeting from me on my voicemail. Yes, a greeting for each of you.
It's actually pretty easy to set up, and cool. It involves changing your voicemail from the one your cell provider gives you (which everyone just loves the flexibility of) to YouMail's service. Why? Here's some of what you get: - Listen to your messages on the phone or on the web - Get a text message whenever someone leaves you a voicemail, with who the voicemail is from - Ability to record personal greetings for any specific person who calls you. No limit on how many! Record from your phone or through your computer. - My favorite: ability to play a specific message to certain callers...and not let them leave a voicemail. Because as much as I love telemarketers and recruiters, I'm even happier to wade through voicemails they leave me. ;-)
Like I said, it's free, works with Verizon, Cingular, or T-Mobile phones, and makes voicemail almost useful! If you have not yet heard your personal message from me, you might, on your next call!
Fōnpods: Podcasts On Demand!Looking to start listening to podcasts, but don't want to invest in the time or cost with an iPod like solution? Looks like Fōnpods: Podcasts On Demand is offering any podcast, over your phone.
Here's what you do: sign up, select the podcasts from their directory (or upload the RSS URL of your favorites), and that's it. To listen, just dial 712-432-3030. Sure, your phone charges still apply, but if you have a national plan with a lot of minutes, it sure is handy. For me, this is a great alternative when I rent a car: I can just pop the headset on, and listen as I drive through a city, without using the various contraptions to try to get my Palm to play through the car stereo.
The Madden Curse ContinuesYeah, I love Madden football, but the curse is a real thing: feature an athelete on the cover, and watch that player tank, be injured, or suffer the same season. Worse than the Sports Illustrated cover curse. Think I'm kidding? Here's the latest: it only took 3 weeks but the Madden curse strikes again this year after the Seahawks announced that Shaun Alexander is out indefinetly with a broken foot.
They ain't all flawless affairs, and this video proves it. Some funny clips of Steve Jobs and his gang over at Apple messing up on their very important keynotes.
Wifi in aiportsI'm laying my money down: in 5 years, 50% of US airports will provide free WiFi, courtesy of Google. In the meantime, here's a handy guide to the WiFi services and their costs in all major US airports, today.
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Stephen Colbert and The Sports Guy How did I ever miss this? Not only has The Sports Guy, Bill Simmons, acquisced to his wife (whom he calls "The Sports Gal") by making up for his complete inaccessibility in football season by having her pen part of his column (with no editing allowed), but he has also been making the rounds on his book. See, his book, Now I Can Die In Peace, about the Red Sox winning the World Series, is now in paperback, so he's out pimping it.
But even better...combining The Sports Guy and Stephen Colbert! Now that's video you have to see!
Traveling and GadgetsOn my trip this week, I found it interesting that my Gadgets and need for information have become so pervasive, yet I only notice just how dependent I am on them in those few moments at takeoff and landing that I am utterly deprived of them.
At the airport, I parked, and connected with my Palm's browser, over my phone's GPRS connection, via Bluetooth, to mobile.southwest.com to get my boarding pass, from the parking lot.
At the airport, got my email over the same connection on my Palm.
The dreaded "turn off anything with an on/off switch" announcement. Nothing to do but read the damned SkyMall catalog.
10K feet! Out comes the laptop, so I can dither the presentation I'm giving in Austin.
Ok, PPT is done, email has been answered: time to relax. Laptop goes away; out come the Sony noise-cancelling headphones; on goes V for Vendetta, on my Palm.
Time to land. The dreaded announcement again.
Landed. Cellphone comes on, check the messages that came in while I was in the air.
In the terminal, consult my Palm for the car rental information I had done. Pick up the luggage, and head to the car.
Palm has the directions to the hotel. I chat with Amy on the Bluetooth headset while I drive.
At the hotel, fire up the laptop and attempt to use the room's internet. Of course, it's not working. After an hour of effort, I head to the lobby to use the free wireless internet there. Email and assorted other work, and I'm done.
Next day:
Head to the Denny's on the other side of the parking lot for some breakfast. Wifi provided at every table, so I catch up on my email and the news, courtesy of my Palm and Google Reader. Apple's big "Showtime" event is today, and the gadget blogs are a'buzzing over the possibilities. I realize I will be in my meetings when it happens…argh.
Ok, time to work. Head to the Four Seasons in Austin, with the directions from my Palm. Not sure if I am in the right place, so I fire up Google Local on my phone; yup, map shows it's the right place.
Work: we dither the PPT and add another, as well as rehearse the web demo I will be doing. Doubletree: free wifi; Four Seasons: $10. Argh.
Presentation goes off without a hitch, but my laptop is making some odd grinding sounds when tilted in certain directions. I'm a bit worried; this laptop has been a champ for me (except for the peanut from Southwest that has permanently lodged in the Enter key. Grrr…)
Dash to the airport to make the flight. Of course, I've already checked in yesterday, courtesy of mobile.southwest.com, so I'm group A. Yay! I pass not just one, but TWO barbeque places. 3 times in Austin, and never found any BBQ; now I find two, and I have no time to eat it. Sigh…
Made the flight, with minutes to spare. This time, I threw away all my toiletries so I could bring my bag as carry-on. Gotta love that ban on liquids and gels.
10K feet. Time to tackle the email that has come in, with the laptop. Nice not to have new email coming in while I respond and deal with the email that I pulled down while I was at the Four Seasons.
OK, my work is done. Out come the noise-cancelling headphones, and time to watch Capricorn One, one of my favorite flicks, on the laptop's big wide screen.
About an hour in to the flight, and the movie freezes. The laptop says it no longer recognizes the disc. I try various things, including restarts, but only limited success. And there's that grinding noise again. I give up, and put it away.
On my Palm I catch up on my Plucker content, including Kevin Smith's blog, Mark Cuban's blog, Pete's blog, Lani's blog, a new Sports Guy article, and more.
I'm done with Plucker, so I fire up QuickNews to read some RSS feeds from Engadget and Gizmodo. Damn! I missed the Steve Jobs event, and I didn’t update. Wonder what he unveiled?
OK, time to land in San Diego. The flight path in SD is so strange: you fly practically through the city. For instance, we flew maybe ¼ mile past the Museum where, just weeks ago, I was at. I could see the table we sat at El Paseo for lunch! Wish I could take a picture, but no electronics allowed at landing…
On the ground in San Diego, I use QuickNews on the Palm to connect and update through my cell's GPRS connection. In moments, I have a full play by play of the Apple event, courtesy of Engadget. Battery on the cell is getting dangerously low, but I make a call or two.
Heading back into the air. You know you have been flying too much when, in these moments of being forced to occupy yourself with only what’s around you, and you read the airline's magazine, you actually know the articles that the "letters to the editor" are referring to. I think Dante reserved a special level of hell for that, and it is shaped like an airplane seat.
10K feet. Gorgeous view of the California coastline. I'm devouring the Apple event on the Palm, line by line. New iPods…eh. New iTunes…sounds cool, especially CoverFlow view. Movies on iTunes…not bad, but since I can only watch them on the computer and not my Palm, I'm still not impressed. "Oh, just one more thing…" finally…and a surprise. iTV sounds great, but not until January? Might change my whole opinion of iTunes Movies. We'll see!
Short flight, but I read some more of Iron Sunrise, by Charles Stross, on my Palm's eReader. Did I mention the battery is at 50%, even with all of this use? Nice to keep that bright screen low on these trips.
San Jose, here I am. I return a call from my father, while simultaneously checking in for my LA flight tomorrow, with mobile.southwest.com.
Back to the car, a last phone call before the battery dies, and I'm driving home, listening to my podcasts in my car, in time for dinner for our anniversary.
And that's a typical business trip I do. See why I need those gadgets? ;-)
Are you ready for some FOOTBALL?I know I am. It's been a loooong spring and summer. Technically, the season kicked off already, with the defending champion Steelers doing their best to defend their title.
May I see your ID? NO.In my job, I fly more than I like. Heck, next week I'm on four flights in 2 days. As the government attempts to help keep us safer when we fly, the secuirty precautions are gradually resembling the very horrors we were warned about of our enemies in the Cold War.
One man decided to chip a hole in this suffocation, and stand up for the principles this country was built on. And you know what? He proved it all a tissue of lies.
The New York Times - on the phone
You know the situation: a line, a slow moving traffic jam...you want somethign to read. You see that Internet icon on your phone, but they never have anything good. Or do they?
Dining Review - Slanted DoorThere is simply no better example of the quintessential San Francisco dining experience than Slanted Door. Named one of the Top 100 restaurants in the US, I was lucky enough to be introduced to this gem years ago, and I have been an addict ever since. They have moved several times, but their current location in the Ferry Building looks to be the last move. While I have eaten there on many wonderful occasions, I was lucky to head back there this last week, taking a client who was in from out of town. It occurred to me I never shared the amazing experience of a Slanted Door dinner with you!
Slanted Door is Vietnamese, but has evolved into something uniquely San Francisco. First, a word of warning: don’t try to have dinner here without reservations. It just can’t be done unless you come very early, or eat very late. Second, if you ignored my first words of advice, don’t be afraid of the bar: it's a full menu, and sometimes the service is even better, as well as more intimate dining. Lastly, as my dining guest this week commented, "I feel cool just BEING here!" Embrace the atmosphere. Yes, there's a DJ spinning dining music. Yes, everyone is in tight black T-shirts. Go with it.
We had reservations at 8:30, and we could not be seated sooner. We strolled around the Ferry Building, then waited in the lounge. They tried to get us in earlier, to no avail. Finally, we were seated in the main rear section: louder than I like, but a small price to pay. Service was perfect: he was there when we needed him, and invisible when we did not.
Ok, skip to the good stuff. Appetizers: Imperial Rolls: perfectly flaky, flavorful, and hot. Niman Ranch Beef Carpaccio with peanuts and lime sauce: incredible; it exploded with flavor in your mouth. Main Courses: Meyer Ranch shaking beef: cubed filet mignon with garlic, watercress and organic red onions - incredibly tender, yet so much flavor. Out of this world. The crispy five spiced Liberty Farm duck legs with braised baby carrots, turnips and yellow finn potatoes were all duck should be, with remarkable intensity of flavor. Even though the crab is not yet in season, the cellophane noodles with fresh Dungeness crab meat were amazing. Oh, did I mention the green beans? Worth eating on their own.
A glass of French Red kept me happy, and Amy and our guest split the Strawberry mousse napoleon for dessert. Yes, we had food to take home, and they did a nice trick: they cleared the plates before dessert, and brought us the remainder of our dinner to take home only after dessert had been finished. Nice!
You simply can’t go wrong with Slanted Door. Lunch is easier, and they even have their to go storefront in the main Ferry Building, Out The Door. But dinner, on the water with the twinkling of the Bay Bridge behind you, and the amazing food and service, is a treat unto itself.
Widgets...everywhere!In case you are not aware, I'm a big fan of Widgets. What are Widgets? Essentially, small, single purpose elements that display key information in a very small real estate. For instance, on a typical desk, the clock would be considered a Widget. In the computer world, widgets can be SO much more. Arlo Rose started the whole thing with Konfabulator, originally a Mac app; so successful, Apple stole it for their Dashboard. Yahoo saw the potential, and bought Konfabulator, renaming it as Yahoo Widget Engine. Now Microsoft is coming out with Gadgets for Windows Vista. Widgets are everywhere, and they keep coming!
I use Yahoo Widget Engine for my home computer; in fact, my second monitor is pretty much just devoted to Widgets. Examples:
Doppler Radar weather info for the Bay Area and the Boston Area
A rotating view of various webcams in Venice, Italy
Up to the moment hot deals from WiredDeals
At work, I use Google Desktop for my Widgets. Not nearly as comprehensive as YWE, but I need Google Desktop for my email so much, it's worth the price. And it's getting better. WiFi strength, calendar, even processor output all there.
Now, I can even add widgets to my blog! Widgetbox is populating the content in the bottom of the right column of this blog. For instance, my Netflix queue, my Skype status, and even the ability to send me an SMS. I just dropped one piece of code on my blog template, then use Widgetbox to select the modules I want; I can change them or add to them at any time, with no additional code.
Heck, I even have widgets on my cellphone! BluePulse allows me to have an IM list, weather, news, and more in small, easy to consume microapplications. Restaurant reviews? Check. Traffic? Got it. RSS feeds? Done.
What's next for widgets? Chumby, a soon to be released clock radio that is actually a computer that runs (what else?) widgets! Sounds stupid? Ok, think of this: a clock radio that not only stays perfectly in sync with the Atomic Clock, and plays your favorite song to wake by. But also shows you today's weather, your stock's performance, the traffic for your commute, and more. The possibilities are limitless.
San Diego: Last Day This was our last day in San Diego, so we decided to take it a little easier. Breakfast in our suite, then off to nearby Balboa Park for a day of exploration. First up, a trip to the world famous San Diego Zoo.
We went here a while back, and had a great time, but were exhausted. This time, we did it right: a tour of the amazingly large park by double decker bus. Sure, it was an incredibly long wait for the bus, and they managed to only stop for a maximum of 5 seconds at any exhibit, but with a park this large, that varies by hundreds of feet up and down, it's really the only way to get a sense of the size.
After viewing the giraffes (including the baby one; cute!), we headed to a long skyborne ride with their gondola, giving us views of the whole park, and even the disconcerting sight of seemingly being higher than the approaching airliners. A relaxing ride later, as well as a visit to the hummingbird aviary (no hummingbirds to be seen, of course), and we were done with the Zoo.
Next, back to Balboa Park. First stop, the Botanical Building, with it's amazing collection of exotic flowers and plants. The scale of this place is simply immense, and the variety of fauna is dazzling. From palm trees with fronds so large, they could be the roof of a house, to delicate orchids that look like they would shatter upon being touched, the place is astounding.
Sure, in San Francisco, we have the Conservatory, but this is all open-air, with thousands of slats in the open roof. It gives a hushed quality to the place, where everyone is simply drinking in the atmosphere. One of my favorites? The garden of aromas, where they encourage you to rub the leaves of certain plants and smell the effects. They practically replicate food!
After reluctantly tearing ourselves away, we headed out into the gardens, then over to the main plaza for a little lunch. We had wanted to dine at an open air café we had seen, but they closed. We settled on the Prado at Balboa Park; I won't do a full review, but this was a remarkably unexpected pleasure. Hummus and flatbread served at every table; excellent entrees, and delicious drinks, all served on a patio with elegance and style. Very surprising for what we expected to be a tourist trap. Sure, owned by the same people as the Dakota, but surprising nonetheless.
Finally, in the shadow of the Museum of Man, we headed to the San Diego Museum of Art, to see the Andy Warhol exhibition. I've never been much of a fan of modern art, and I've never "got" Warhol; I can honestly say that, while the exhibit was impressive and I learned much about this odd man, I still don’t get it. I do have an appreciation for what he was trying to do, but I can't say that reprinting 10 silkscreens of Chairman Mao's face in different color schemes, with a squiggle here or there, is any great statement. I was impressed with his Great Jews of the 20th Century series, and some of the 1980's commentary on excess (complete with sprinkling diamond dust into the wet paint to show the excess). Overall, interesting, but still beyond me.
And this concluded our 3 days in the sun. An hour flight back home, and we relaxed, enjoying the time spent. Thanks for putting up with the travelogue!
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