Mike Dell's World

What happened to customer service?

I stopped into a Shell station tonight to grab a couple things. Quick in and out. That was the plan. Instead I walked into one of those forced self checkout setups. No regular checkout. No cashier. Just this open area with cameras hanging over it where you’re supposed to set your stuff down and trust that some mystery system scans every barcode at once. It is not a normal self checkout with a screen and a scanner you control. It’s just awkward. Confusing. And honestly a little uncomfortable. I asked the person behind the counter if I had to use it. She said no, she could check me out “over there,” pointing at the regular register. The same register that was blocked off and covered in signs telling everyone to use the self checkout. So clearly that was not the plan. She was visibly irritated that I even asked. She rang me up manually. Didn’t ask if I needed a bag. I had four items that were not exactly pocket sized. Didn’t offer a receipt. The whole interaction felt like I was a problem for simply wanting to pay for what I was buying. What happened to basic customer service? Nobody asks if you need a bag anymore. They just assume you don’t. You get side eyed if you want to use cash. And more and more, it feels like asking someone to do the core function of their job is some massive inconvenience. I work in customer service every day. Different space. Software, podcast hosting, support tickets, real technical problems. But the principle is the same. When someone asks for help, especially something completely reasonable and within scope, you help them. You do not act annoyed. You do not make them feel like they are in the way. And you definitely do not expect applause (A Tip) for doing the bare minimum.

Legacy Aviation Learning Center in Traverse City – Interview with the founder, Dan Jonkhoff

In this episode of “Mike Dell’s World,” host Mike Dell interviews Dan Jonkhoff, the founder and chairman of Legacy Aviation Learning Center in Traverse City. The episode discusses the unique opportunity to earn an Airframe and Powerplant (A&P) license in just one year, as opposed to the typical two or more years required by other programs. He begins the interview with Dan, who shares his background as a former funeral director and his journey into aviation. Dan discusses how his retirement was dull, prompting him to seek involvement in the airport authority, leading to the creation of Legacy Aviation. The conversation covers the school’s unique one-year program, facilitated by new FAA regulations aimed at addressing a significant shortage of A&P mechanics projected in the coming years. Dan explains how they turned the idea of creating a mechanic school into reality, assisted by Dr. Sean Galligan, who helped them develop the program within a year. The school allows students to learn in a hands-on environment, focusing on practical experience with various projects like safety wiring and riveting. Dan highlights that students can expect a tight-knit learning environment, with a favorable instructor-to-student ratio, and discusses the school’s job placement success rate, boasting that all graduates find jobs shortly after completing their training. He outlines how the school has gradually increased its student enrollment and plans to accept even more in the future. Throughout the interview, they touch on the various learning facilities, the support for veterans, and the exciting community atmosphere that has emerged around the school. The program includes additional support to ensure all students can take their FAA licensing exams without the financial burden typically associated with such tests.

We did it! (Ok, I did it!) – Introducing Cup Of Traverse City

Episode 30 of NaPodPoMo2025 is in the books, and it’s got me thinking — I’m not quite ready to stop doing daily episodes. But instead of continuing that here on Mike Dell’s World, I’m spinning up something new. Starting December 1st, 2025, I’m launching a brand-new weekday morning show called “Cup of Traverse City.” You’ll find it on its own feed at: https://podcast.show/cotc/ https://cupoftraversecity.com The plan is simple: a 5-minute (or so) episode every weekday around 8 a.m. Traverse City time. I’ll be recording while I’m having my morning coffee, chatting about whatever’s going on — interesting weather, life stuff, and what’s happening in and around Northern Michigan. The format will be a bit of a work in progress at first. I’m sure I’ll settle into a groove over time, and my hope is that it becomes a nice little part of your morning routine. I’d really love your feedback as this gets rolling. You can reach me: By email: mike@mikedell.com On social media: mostly Facebook or X Let me know what you think, and what you’d like me to talk about on Cup of Traverse City.

Why Podcasting is Special

In this episode, I spend some time reflecting on what makes podcasting such a unique and enduring medium. After more than twenty years behind the microphone, I’m still struck by how something so simple — an audio file delivered through a humble RSS feed — continues to connect people in a way no other medium really does. I talk about how podcasting grew up as an open technology, free from the control of big platforms or gatekeepers. That openness is part of its magic. Anyone can start a show, anyone can subscribe, and no single company controls whether a podcast lives or dies. It’s the last truly open publishing system on the internet, and that freedom is worth celebrating. But podcasting is special for more than just the technology. There’s a kind of intimacy in audio that you don’t get with video or with text on a screen. When someone listens to a podcast, the host is right there with them — in their car, on a walk, working in the garage, or flying along on a cross-country in the RV-12. It’s a personal connection, one voice to one listener, in a way that feels almost old-fashioned, yet perfectly modern. I also talk about how easy podcasting is to get started with and how accessible it still is for anyone who wants to share a story. You don’t need fancy cameras or editing suites. You just need a microphone, a place to publish, and something to say. That simplicity has helped the medium grow without losing its soul. Toward the end, I share a bit of personal appreciation — how even after all these years, podcasting still feels fun, creative, and liberating. It’s a place where I can talk about anything from Northern Michigan history to flying to everyday life, and people choose to come along for the ride. If you’ve ever wondered why podcasting still matters, or if you’ve been thinking about starting your own show, this episode is my way of reminding you what makes this medium so special.

Traverse City State Hospital

In this episode, Mike dives into the deep and fascinating history of one of Traverse City’s most iconic landmarks: the Traverse City State Hospital, also known historically as the Northern Michigan Asylum and the Traverse City Regional Psychiatric Hospital. Recorded on November 28, 2025 (yes, Black Friday—no, he’s not out shopping), Mike shares personal stories, local history, and some memories connected to the vast and beautiful grounds of what is now called the Village at Grand Traverse Commons. What Mike Covers in This Episode 🏥 A Brief History of the State Hospital Established in 1881 and opened in 1885. Founded by Dr. James Decker Munson, namesake of Munson Healthcare, alongside Traverse City’s “father,” Perry Hanna. Built as a Kirkbride Plan psychiatric hospital—one of four in Michigan and the only one still standing and in active use today (though no longer as a hospital). 🏛️ Architecture & Design Beautiful Victorian-style buildings with spires, long wings, wide porches, and landscaped grounds. Built on the idea of beauty, light, and nature aiding psychiatric healing. Gorgeous gardens supported by on-site greenhouses that provided year-round flowers. 🌳 A Self-Sustaining Community The hospital operated as its own little world: Farms with cattle, pigs, chickens, crops, and orchards Their own power plant Workshops and barns (now part of Historic Barns Park) Many patients (or “clients,” as some staff called them) worked on the grounds as part of daily life. 👨‍⚕️ Mike’s Personal Connections Both of Mike’s paternal grandparents worked there—his grandmother as an RN and his grandfather as an orderly. He shares memories of neighbors and relatives who worked on the hospital farm and grounds. He also reminisces about staying as a kid in the Perry Hanna House (now a funeral home)—a mansion connected to the founders of the hospital. 🏚️ Abandonment and Renewal After closing in the late 20th century, some buildings fell into disrepair. Today, Building 50 has been reborn with: Condos and apartments Offices Shops, galleries, and restaurants in the lower level, known as The Grotto Other “cottages” are slowly being restored, while tours still visit the untouched and eerie sections. 🚶 Ghost Stories, Tunnels & Tours The site is rich with lore—including tunnels connecting buildings. Mike mentions wanting to have his friend Chris (a local historian and photographer) on the podcast to go deeper into the legends, stories, and details. ☕ Coffee Deliveries at Sunrise Mike also shares a personal memory of delivering bagels to Cup of Joe in Building 50’s grotto back when his wife ran a bagel shop—always grabbing a cup of coffee around 5:30 a.m. 🌄 A Landmark on the Hill As you drive into Traverse City from the south (US-31 / M-37), the spires of Building 50 rise out of the trees—a recognizable introduction to town. 🎙️ Coming Up November 29: “Why Podcasting Is So Special” November 30: A special final NaPodPoMo episode to close out the month Thanks for listening, and catch Mike tomorrow for more!