Category Archives: Ronnie

The Long-Suffering Wife vs. The Likert Scale

We’ve had the Volvo in the shop for a couple of days (nothing serious) and this always causes a debate in the Willett household.

Through circumstances beyond our control, the Volvo service department appears to be in abject terror of our car being there. This is because (not our fault!) they’re apparently required by their management to send us a customer satisfaction survey. The Long-Suffering Wife’s email address is the one in their system, so she gets it, fills it out, and returns it.

Now, let me state that as far as I can remember, the service we’ve gotten from them has always been great. I don’t know that we’ve ever been really unhappy, or even a bit peeved, with their service when the car’s in there.

But we have a serious “apples & oranges” problem.

On these customer satisfaction surveys (online or otherwise) they use a Likert scale. You may not know the term, but you know what I’m talking about. “What was your experience regarding the politeness of our staff, on a scale of one to five, five being best?” (Sometimes it’s “Strongly Disagree / Disagree / Neutral / Agree / Strongly Agree”, but it’s the same thing.)

The Long-Suffering Wife uses Likert scales at work and she has problems getting accurate data. A major problem with Likert scales is that there are several possible sources of bias. Since she has problems dealing with this bias, she tries very hard to give an accurate, unbiased response when asked to fill one out herself. Therefore, when we get satisfactory to good service, she’ll give them 3’s and 4’s. (“Apples”)

At the other end, Volvo’s management apparently (like many, many, many companies) demand that every customer get service that returns nothing but 5’s. This is ludicrous and makes the data they’re getting useless, which in my opinion makes them really useless and lousy managers, but as I said, we see this a lot. The reality is that some customers get truly outstanding service and some get truly horrendous service and most probably get decent or reasonable service. (Can you say, “Bell Curve?” Sure, I knew you could!) Defining your company’s expectations as “nothing but 5’s or we’re a failure!” is stupid. But that’s their management, not their service people. (“Oranges”)

In short, the Long-Suffering Wife gives them honest answers to the questions being asked, even though the expectations on the other end are skewed.

Then the customer service staff get yelled at and (apparently) lose bonuses because they didn’t get all 5’s. Despite the fact that it’s stupid and meaningless to expect all 5’s. Then when we bring our car in they absolutely beg us to give them all 5’s and they bust their butts to do anything for us. And The Long-Suffering Wife sees it as average or above-average service (which it is, it’s not like they’re picking the car up at home and dropping off a loaner, which they’re not supposed to to begin with…) and the cycle starts all over.

I understand the service staff’s frustration. I understand that they’re working in a broken system. I understand and agree with the Long-Suffering Wife’s objection to giving inaccurate answers.

I also understand that it’s not my float

I’m a pragmatist. While it looks like they’ve got a broken system, it’s not my system. While I think they’re getting useless results, they’re not my results. I think we’re getting perfectly good service and I don’t think the staff should be penalized for doing a “bad job” when they’re not. Since it’s no skin off of my nose, when the staff explains the situation and begs me to give them 5’s and I’m perfectly happy with the service received, fine, I’ll give them 5’s.

So now it’s a philosophical debate in the household. Should we give honest answers to the questions asked, or should we answer the real question and help out the perfectly competent staff?

The bigger question (which I don’t have an answer to, but would love to hear your feedback) is what to do when and if it IS my float at some point. If senior management needs accurate data, but managers and staff in the field are changing the rules and introducing bias into the results, how do you get rid of the bias?

Our solution to the Volvo customer satisfaction survey issue? The Long-Suffering Wife will now send me the link to the online survey and I’ll fill it out for us. That way we both get to hold our moral high ground and the Volvo service staff get their bonuses (based on useless data).

 

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Filed under Not My Float, Ronnie

Odds & Sods For Wednesday, November 27th

Item The First: Should it be “The Long Suffering Wife” or “The Long-Suffering Wife”? I’ve been going with the former, but someone suggested that could be construed as her being “nine feet tall and suffering” as opposed to “suffering for a long time”. Now, I would think that “The Long, Suffering Wife” would be “nine feet tall and suffering” and that no hyphen is necessary. Punctuation is important, you know. (Ask Grandma tomorrow when the kid either yells “It’s time to eat Grandma!” or “It’s time to eat, Grandma!”)

Item The Second: I have been known at times to rant about the “freakin’ idiots” of the world, and this often targets politicians and our legal system. (Sorry, I’m not the one who invented the system. If politicians and lawyers would like to stop being highlighted as freakin’ idiots, they’re free to stop doing freakin’ stupid things any time they want. But I digress.)

Having gone off at the mouth about some of the bad things I see, it’s time to highlight a good thing that caught my eye. NPR has an article (and I went hunting and found a more detailed article at the Chicago Tribute) about a couple in Illinois that’s being allowed to get married immediately, rather than being forced to wait until June, 2014 when the new Illinois law allowing same-sex marriages goes into effect. Their circumstances are extreme, and tragic, and I think we should all congratulate the judge, US District Judge Thomas Durkin, for making a ruling that demonstrates compassion and common sense.

Item The Third: I understand why are there television shows that start with a voice-over and a card that says, “This show is a work of fiction and is not in any way based on any actual person or event”. (Hint, it rhymes with “too many lawyers”.) What I don’t understand is why they do that after the previous two hours of sitcoms have had teaser commercials for the show at least once every half hour and every single one of them screams “AN EPISODE RIPPED FROM TODAY’S HEADLINES!” Doesn’t that by definition mean that either the marketing department or the legal department is lying? (Yes, you get extra credit if you immediately pointed out the excellent odds that both of them are lying.)

Item The Fourth: The last two days NASA-TV has been running live interviews where NASA folks (astronauts, scientists, researchers, etc) have been going through these long series of one broadcast interview after another being done and recorded. On Tuesday it was scientists from Goddard being interviewed about Comet ISON, on Wednesday it was interviews about what the astronauts eat on ISS for Thanksgiving.

I understand that TV news anchors and personalities are no longer hired for having the same journalistic chops as Walter Cronkite or David Brinkley. They’re hired because they look good in front of a camera and can be pleasant on command. This leads to a fair number of them who appear to be unable to recite the alphabet without a teleprompter. It’s never more clear than when they’re doing these interviews. Leading off with statements like, “There are three people in space right now, one American and two Russians” is not only blatantly incorrect, it’s hideously lazy journalism. How hard is it to go the the NASA website, or simply type “Who is on ISS right now?” into Google to get a dozen correct answers. (Like, here, and it’s currently six people, which breaks down as three Russians, two Americans, and one Japanese.)  You can do that on your phone, for crying out loud! I commend the various NASA personnel being interviewed for not spending their entire interview correcting the stupid things said.

That having been said, is there an astronaut training course called “1,001 Ways To Say ‘That’s A Great Question'”? You hear it when they’re doing interviews in the studio, on orbit, from Houston, or at a public event like a Google + Hangout. They say it whether they’re talking to the president, a reporter, or a fifth-grader. They say it on every, single, freakin’ question asked! Is there a Department Of That’s A Great Question at NASA? (I rant, but I still love NASA and the astronauts and the scientists, would kill to work with them.)

Item The Fifth: Tomorrow is do-or-die day for Comet ISON as it slingshots around the sun, only 730,000 miles above the solar surface. (For reference, that’s only about three times the distance between the Earth and the moon.) That qualifies it as a “sun grazer” and it will be the point where it’s most likely to shatter into pieces or simply evaporate. The astronomers who have been tracking Comet ISON think it’s big enough to survive and come around the other side toward Earth (it can’t hit us, even if it falls apart, closest approach will be over forty million miles away), which will at least give it a chance to be spectacular in December.

The reports it might be “as bright as the full moon!” are total nonsense and always have been. There have been comets that have been bright enough to be seen in daylight and some early estimates thought Comet ISON had the potential to do it, but now it doesn’t seem that will happen. But for the last week or ten days it has been visible to the naked eye as it approached the sun, and there are some truly spectacular photographs out there on the Internet. Assuming it survives, once it comes around the other side of the sun it will start to be visible before dawn and by mid-December it will have gone far enough north that it will “circumpolar”, which means it will be visible all night long for northern hemisphere viewers. (Sorry, southern hemisphere folks!)

Tomorrow, despite it being Thanksgiving in the US, there will be a lot of astronomers skipping the turkey and monitoring Comet ISON’s progress. You can do it as well online (you can’t see it yourself, it’s right next to the sun, you’ll go blind, use common sense) since NASA will be having a Google + Hangout from 13:00 to 15:30 EST, 10:00 to 12:30 PST. (Perihelion is at 13:25 EST, 10:25 PST.) You can send in questions via Twitter, or you can just watch as the satellite images come down (here‘s the latest one, with Comet ISON approaching the sun from about the 4:00 position) and see what happens.

If you want to know more, there are hundreds of articles and news stories online — I recommend you start here, with Emily Lakdawalla’s excellent live blog on The Planetary Society’s website.

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Filed under Astronomy, Death Of Common Sense, Entertainment, Freakin' Idiots!, Odds & Sods, Ronnie

The J. Paul Getty Museum (A Whole Bunch Of Pictures!)

As mentioned, yesterday was our twelfth wedding anniversary, but we celebrated on Saturday by going to The J. Paul Getty Museum here in Los Angeles. It was our first visit, one of the reasons we picked it for this special occasion.

The museum at the Getty Center was opened over fifteen years ago. Admission is free (parking is not, but you can get there by public transportation) and the main thing I remember from when it opened was that it was more crowded than Disneyland. That phase has obviously passed, although they still get over a million visitors a year.

Even though I’ve lived here almost forty years, and Ronnie almost her whole life, The Getty was one of those things that we had just never gotten around to. “It will always be there when we want to go!” Right, you know the feeling?

If guests came in from out of town for a week it would be something that would put high on their list along with Disneyland, the beach, Hollywood, Dodger Stadium, a concert at the Disney Concert Hall or LA Live… But we drive by it every time we go over the hill on the 405, it’s right there on the hill overlooking the entire city. We’ll get to it!

It was time to go. And it was so much worth it!

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The Getty Center occupies one of the uber-spectacular pieces of real estate in all of Los Angeles, and it was designed by Richard Meier and cost over a billion dollars. It shows. The day was overcast and gray to start, which was great because you’re often outside walking between the many buildings and galleries. (Above, you can see the 405 Freeway below us, Westwood and UCLA just off to the left of the freeway, and the skyscrapers of Century City and the Wilshire Corridor in the distance. The stairs lead out to the Cactus Garden.)

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Everything is covered in thirty-inch squares of travertine with fountains all around. From the surrounding city (and freeways) the museum is stunning, especially illuminated at night. From the many courtyards on the site it’s just as spectacular.

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Ronnie looking at Portrait of Agostino Pallavicini by Van Dyck (1623). As you can see, the galleries are cavernous, well lit, and comfortable.

The entire museum is huge. We were there for about three hours and might have seen a third of it without a lot of dawdling. And yet we didn’t get to see the Rubens, the Van Gogh, the Monet, the Renoir… If you’re in town and you only get to see it once, plan on spending the whole day.

Here are just a few of the items we saw, some favorites. I apologize in advance for some of the so-so photography. As in most museums there’s no flash photography and no tripods allowed. In addition, many of the pieces are hung high, so there’s a bit of a fisheye effect in getting the whole painting into the frame. (Let these marginal photos just whet your appetite to come and see these magnificent paintings in person!)

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A very dark piece, Christ and the Adulteress by Boulogne (1620s). Chiaroscuro, anyone?

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A piece Ronnie liked a lot, Landscape With A Calm by Poussin (1651).

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Another of Ronnie’s favorites, Head Of A Woman by Sweerts (1654). This was incredibly realistic, really seemed to jump off of the canvas.

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Portrait of a Young Man by Van Der Helst (1650). The silver & gold detail work on the cloak’s hem and collar was indescribable.

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The Abduction of Europa by Rembrandt (1632).

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An Old Man in Military Costume by Rembrandt (1631)

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Saint Bartholomew by Rembrandt (1661). I must say, seeing three Rembrandts hanging side by side is quite the experience.

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Portrait of Anthony Valabregue by Cezanne (1871). All those things you learn about in art classes regarding brush strokes and thick and thinner paint and so on? I never really, really got it until I got six inches away from some of these pieces.

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Portrait of a Man by Manet (1860)

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Modern Rome – Campo Vaccino by Turner (1839)

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Portrait of Therese Countes Clary Aldringen by Sargent (1896) was one of my two favorites. It’s a huge piece but just stunning, dominates the room.

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Portrait of Princess Leonilla of Sayn-Wittgenstein-Sayn by Winterhalter (1843)

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Portrait of the Marquesa de Santiago by Goya (1804). This was not one of Ronnie’s favorites, but the accompanying plaque talked a lot about Goya’s technique and intent and I could see how it was supposed to look the way it did.

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The Farewell of Telemachus & Eucharis by David (1818)

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Entrance to the Jardin Turc by Boilly (1812). This was probably my favorite of the day, a piece that I had never heard of from an artist that I had never heard of, but it really came to life for me. The detail picture can’t even come close to showing how detailed and lifelike this scene was.

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Diana and Her Nymphs Bathing by de Troy (1724)

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View of the Grand Canal: Santa Maria Della Salute and the Dogana From Campo Santa Maria Zobenigo by Bellatto (1743). Another extremely detailed and realistic scene where you could almost see the birds flying by and the sails rippling in the wind.

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The Model Resting by Toulouse-Lautrec (1889)

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Dancer Taking A Bow (The Star) by Degas (1877)

Obviously, if you come to visit Los Angeles and you care at all about art, you MUST put a full day in your schedule to visit The Getty. We have the luxury of going back when we want to and we won’t be waiting fifteen years for the next trip!

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Twelve Years Ago Today

Twelve years ago today I stood in a gazebo in the garden of a tea house (formerly a house of ill repute, we’re told) in Orange, CA. It was hot! I was in a monkey suit (i.e., a tuxedo). I was surrounded by friends and family. We were all watching Ronnie walk her father down the aisle to meet me and take her Oath of Office as The Long-Suffering Wife.

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It was a wonderful day and when we reminisce about our wedding we’re both very happy to remember that almost everyone had a good time. (My daughter Kat was not feeling well, but she was a trooper and hung in there.) There was snarky music (we had the DJ play James Brown’s “I Feel Good” as we walked back down the aisle), dancing, good food, a great cake (with a tiny Matchbox Pathfinder on top along with the more traditional bride and groom), and all of the usual wedding tomfoolery.

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Twelve years later, we’ve had some interesting times, some good and some not so good, but we’re still going strong. Our road together lies to the horizon in front of us.

I love you, Ronnie! Thanks for taking the leap with me!

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(Whoa! Hair! Glasses! Much less gut! WHOA!!)

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Filed under Castle Willett, Family, Paul, Ronnie

Happy Birthday, Long-Suffering Wife!

When I saw the little birthday cake on this month’s table setting, I had a suspicion that someone in the family might be having a birthday this month and I was pretty sure that it wasn’t me. Sure enough, this morning Facebook told me that it’s Ronnie, the Long-Suffering Wife!

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Seriously, how does this woman put up with me? I’m not even going to think about why she puts up with me!

But she does and I’m lucky to have her in my life every day, which is why I try to make her happy every day. Today I think I’ll see if I can get her some cake and ice cream to make her happy! And dinner. Dinner would be good.

Happy Birthday, love of my life!

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Car Dealer Waiting Room Day (Madness Approaching)

I’m sitting at the car dealer all day waiting for the Long Suffering Wife’s car to get serviced.

It’s not that bad since it’s a very NICE car dealership with Wi-Fi & loungy chairs and a little Starbucks inside and I’m well equipped with my laptop & iPad & iPhone. As far as what I’m doing this morning, it’s pretty much what I would be doing at home, except that I don’t have the dog sleeping under my desk and the cat obsessively sitting on my lap, shedding like a demon.

The only big difference between here & home is that I don’t get to control the remote on the big TV here, but at least they’ve got CNN on instead of Faux News, so I’m good!

Earlier there was a lady waiting here with a black lab puppy that was just too cute to live! He was pretty well behaved (and I know that it’s a “he” because, you know the way puppies always look odd because one body part at a time explodes in size, well, guess which part got this week’s short straw?) until someone walked in with a “purse” dog. At that point he was out of his bed on the floor, onto the chair where his owner was sitting, onto the back of the chair, and over onto the waist-high “computer counter” that I’m working at. Had to keep an eye on that other dog!

My other random & only semi-rational observations are:

A. Sitting here with one depressing and/or idiotic news story after another streaming by on the television, the kneejerk reactions in my head (please, dear god, let them stay there!) are becoming increasingly inappropriate and NSFW while simultaneously becoming increasingly hilarious. Or else I need lunch. Either way, this may not end well.

B. To avoid the TV news, I’ve started listening to music using my headphones. This is similar to what I do and how I work every day in the past four months and change that I’ve been “working at home”. What I didn’t realize is that I involuntarily start singing along, aloud, with songs I really like. Singing really, REALLY badly I’m guessing from the horrified looks of the others in the waiting area. Apparently my impromptu a cappella rendition of They Might Be Giants’ “Istanbul (Not Constantinople)” was “interesting & unique”. I’m just praying no one has video from their phones.

C. The Volvo dealer is also a Jaguar dealer (there’s a story for later about us buying our car here that relates to that) and if I get too bored and/or insane I’m tempted to go see if they have one of the new F-series Jaguars here. They just started running the car ads for the F-series a couple of days ago and they look really, Really, REALLY nice! Note that in this context, that’s “nice” as in “totally impractical six-figure premium gas guzzling mid-life crisis penismobile”, not “nice” as in “practical affordable high mileage commuter econobox”. Look up “lurking impending doom” in the dictionary and you’ll see exactly this scenario.

Maybe I should go get some lunch. Isn’t that a snack bar over by the Jaguar showroom?

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Filed under Castle Willett, Dogs, Ronnie

Epic Cardio & Strength Workout, Best In Three Months!!

Ronnie is on the Board of Directors for the local Habitat For Humanity organization. Today they had their annual Women’s Empowerment (WE) Build in which they had a lot of homebuilding-related construction activity set up to allow women to get out there and hammer, saw, assemble, build, and paint.

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It was a big gathering at College of the Canyons in Santa Clarita, nearly 250 volunteers strong, building fencing panels, fence gates, garden planter boxes, and more for the homes that Habitat is building for low-income veterans and their families.

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We all started the day (after getting our shirts and pink hard hats) with some breakfast, speeches from the day’s guests and hosts, a safety briefing, and a chance to buy some raffle tickets for the dozen or so gift and trip packages that had been donated. Then it was time to get to work!

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The pro contractors and builders who are the job leaders had set up some ingenious jigs enabling volunteers to use standard-sized lumber stock (donated by Home Depot) to easily assemble and build (above top) large outdoor fencing panels which could then be painted (above bottom, with Ronnie wielding a paint brush).

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Other building pros and project leaders gave women lessons on the use of drills, table saws, and chop saws. Once lumber was cut, jigs were there to assemble the cut lumber pieces into fence gates (above top) and planter boxes (above bottom).

A goal of the WE Build is to provide “an opportunity for women to learn construction techniques in a supportive environment”, while also giving volunteers a chance to help build homes for low-income families. In the case of the San Fernando / Santa Clarita Valleys chapter of Habitat, the communities being built are for low-income families of veterans  (87 in Santa Clarita and 12 in Sylmar).

At lunch there were three great speakers talking about their experiences as women in non-traditional roles. Millie Diaz Taylor is a WW2 veteran from the WAVES, and she was completely feisty and entertaining. (Good thing I’m married, Millie’s a hoot!) Lindsay Rhodes is an NFL Network reporter and host, speaking about being a woman in a predominantly male field. Dr. Sharon Langenbeck was a project manager at JPL for 18 yeas after being the first female Mechanical Engineering Ph.D. from the University of Misouri, and among other things, her teams built Spirit and Opportunity.

As a volunteer, I think it’s wonderful how the local community supports Habitat and their efforts. The food for the day was donated by Maria’s Italian Kitchen, Dink’s New York Diner, Salt Creek Grill, and Kokalita. Lumber and supplies were donated by Home Depot and Lowes. The tent and facilities were donated by SCV Rental Center, and Burrtec donated the trash bins and removal. Kaiser Permanente donated sunscreen. Entertainment was provided by local radio station KHTS. The site for the work was donated by College of the Canyons. And, of course, hundreds of volunteers donated their day and their sweat.

And where did my sweat and epic workout come in? While the WE Build is designed as a huge opportunity for women, men are welcome as well. But the simple fact is that only about 10% of the volunteers at the WE Build are men, with women doing 99% of the building, nailing, sawing, assembly, and painting. The men are there to say “Yes, Ma’am!  I can do that!”, assist when needed and do the heavy lifting, hauling materials around, moving partially finished products from assembly to painting, and in the end putting the finished products on trucks for transport.

My arms and back got a workout like I haven’t gotten in quite a while. Those fencing panels must weigh well over 100 pounds, and the planters are even heavier. And we lifted a hundred or more of them over and over and over…

I feel like the proverbial “rented mule”. But in a good way.

I’m going to see if I can stay awake thorough the Kings’ hockey game tonight. GO KINGS!

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She Who Must Be Named

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As I’ve started this little writing expedition I’ve referred to Ronnie several times as my “long-suffering wife”. I figure if she puts up with me & my sense of humor on a daily basis that’s an apt descriptor. However, a couple of days ago, reading a post, she said something like, “Again I’m ‘the long-suffering wife’? Do I need to write my own blog, like Anne Wheaton, to defend myself?”

I didn’t think I had said anything offensive and thus in need of a defense, but since she’s not shy (there are more than enough references to her & pictures of our adventures over on FaceBook), for those of you new to the World ‘O Willett (WOW!), here’s Ronnie, my Wonderful Wife!

(Does that make her the WOWWW?)

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May 3, 2013 · 10:34