How To Fix Any Customer Service Problem, By Christopher Elliott

FEATURED COLUMNIST How To Fix Any Customer Service Problem

In a perfect world, caring employees would quickly fix your customer service problems.

We don’t live in a perfect world.

That’s the reason I started writing Problem Solved, a customer service advice column. The premise is simple: Every week, I take a seemingly unsolvable customer service problem — and solve it.

And there are a lot of problems. The Federal Trade Commission received 3.2 million complaints in 2019, an increase of 200,000 complaints from a year before. It’s just a small fraction of the consumer problems in North America.

The steps to fixing a customer service problem are simple: • Read the fine print before you buy. • Contact the company and go follow their guidelines. • Appeal your case. • Find an outside advocate. • Use the “nuclear” option or go to court.

If you follow the process, chances are you’ll never have to contact me or darken the door of a courtroom. So before we go on, a word of advice: Please don’t skip any of the following steps:

1. Know what you’re buying

Sounds obvious, right? But it isn’t. Only 1 percent of consumers read the terms and conditions of their purchase, according to a recent survey by ProPrivacy.com. Lawyers hide things in the fine print. You may be giving up your rights to a refund or to return the product if you aren’t happy.

Unfortunately, ignorance of the rules isn’t a defense. By checking the “I accept” button or signing your name, you’ve agreed to the rules -- whether you’ve read and understood them or not. So before you sign on the dotted line, read the fine print. Then read it again. You can thank me later.

Even though these agreements are what’s known as adhesion contracts, meaning you have no ability to modify the terms of the agreement, it’s better to understand what you are accepting before going any further.

Of course, the best way to solve a consumer problem is to ensure you never have one. So the key to fixing a customer service problem is to familiarize yourself with the product or service you’re buying -- particularly the fine print.

2. Get in touch with the company

Step two — also frequently overlooked — is giving the company a chance to fix the problem. That means returning to the store or going through the customer service department. In at least half of the cases I receive as a consumer advocate, the consumer has not given the company a chance to make things right.

The best way to do that is in writing. Why? Because you have a record of the grievance, and you can forward that record to a supervisor, a lawyer, or a consumer advocate. By the way, time is not on your side. The sooner you contact the company, the better your chances of a successful resolution. Warranties have limits, and after several years, companies delete customer records.

3. Send a brief, polite appeal to a supervisor

The system isn’t perfect. Sometimes a legitimate complaint will slip through the cracks. By this time, many customers have started a social-media shaming campaign, which may ultimately hurt their chances of getting the resolution they want. But you still have another remedy: Escalating your case to a manager or a supervisor.

Companies often train their call center employees to tell you there’s no supervisor -- but there’s always a supervisor. My nonprofit consumer advocacy site publishes the names, numbers and email addresses of the managers online. Send a friendly appeal to one of them and include the company’s previous written correspondence, especially your customer ID and your order number. That will help them find the relevant transaction and hopefully fix it.

4. Find outside help

If the company won’t help you, it’s time to enlist an outside group’s help. A neutral third party can help you break an impasse if the company doesn’t fix your customer service problem. Outside groups can include medical advocates, mediabased advocates such as a TV station’s “On Your Side” segment, or a nonprofit organization like mine, Elliott Advocacy.

You’ll want to approach an advocate in the same way you’ve gone through channels so far. Send a short email outlining your problem. You may need to fill out a form to receive help.

By Christopher Elliott

Don’t overload the organization with information. Just give it the facts and let them ask for more information if needed.

Many aggrieved customers like to write lengthy emails describing how the failed customer service interaction made them feel. Please resist that temptation. It lessens the credibility of your case.

5. Take it to a higher authority

If all else fails, contact law enforcement authorities or an attorney and go to court if necessary to resolve your customer service problem. Before you do, there’s one last solution, which I like to call the nuclear option. If you paid by credit card, you may be able to dispute your charges under the Fair Credit Billing Act. Contact your bank or credit card for details. If your bank sides with you, you’ll receive a provisional credit, which is made permanent when the dispute closes.

You can get law enforcement involved without having to go to court. For example, if you have a complaint about an airline ticket, you can file a grievance with the Department of Transportation and, if that fails, sue the airline in small claims court as long as the amount of your claim is eligible, which depends on the state. You can represent yourself in small claims court, so there’s no need to contact an attorney. For other types of complaints, a letter from a lawyer might be all it takes to get the company to do the right thing. But in the end, you may have to go to court to get a wrong righted. •••

How can Problem Solved help?

Problem Solved is the product of decades of consumer advocacy. I began helping fix customer service problems in the late ‘90s. I contacted airlines, hotels and travel agencies and negotiated refunds on behalf of aggrieved customers.

In 2010, I wrote a book called Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. I began to receive all kinds of requests for help — and Problem Solved was born.

I started to receive so many requests for help that I founded a nonprofit organization called Elliott Advocacy that helps people with their consumer problems every day. Our mission is to empower consumers to solve their problems and help those who can’t. So if you’ve run into a problem that you can’t solve, please contact us. My advocacy team and I will do our best to help you.

Problem Solved doesn’t cover every case I receive. Instead, I write about problems that affect many consumers and offer helpful consumer advice for everyone. The featured cases are always fascinating and commentworthy, but they also help you become a smarter consumer.

By following my advice for fixing any customer service problem, you’ll probably never need my consumer organization’s services. Even if you forget everything I’ve said and only remember step 1 — to read the terms and conditions — you’ll avoid 90 percent of all customer service problems.

But just in case, I’m always here for you. n •••

Christopher Elliott’s latest book is “How To Be The World’s Smartest Traveler” (National Geographic). Elliott Advocacy is a 501(c)(3) nonprofit consumer advocacy organization that empowers consumers to solve their problems and helps those who can’t. Get help by contacting him at www.elliott.org/help

COMMUNITY NEWS SCCB Announces New President/CEO

Santa Cruz County Bank, a top-rated community bank with assets of $1.4 billion, has tapped Krista Snelling to be president and CEO starting March 1, succeeding David Heald, who has been at the helm since 2006.

She comes from Five Star Bank, a $2 billion award-winning community business bank in Sacramento, where she has been executive vice president, chief operating officer and chief financial officer for almost four years.

Before that, she Krista Snelling was CFO for four years at Inspire Communities, which develops and manages manufactured home communities and RV resorts, and CFO at Five Star Bank for three-and-a-half years. Five Star Bank was founded in 1999.

Chairman William J. Hansen noted her “nearly 25 years of strategic financial and operational expertise,” adding, “As a board, we look forward to working with Krista and feel confident she will execute on our strategic plan.”

Snelling follows in the footsteps of Sandi Eason, who was president and CEO portation Commission is seeking individuals interested in becoming members or alternates of its citizen advisory committees. There are currently vacancies on the Measure D Taxpayer Oversight Committee, Bicycle Advisory Committee and Elderly & Disabled Transportation Advisory Committee.

The deadline to apply to the Measure D Taxpayer Oversight Committee is Jan. 3.

Citizen committees advise the commission on critical transportation-related issues, policies, plans, programs, and projects that affect the entire community.

The Measure D Taxpayer Oversight Committee is an independent oversight committee tasked with reviewing how the funds generated by the Measure D transportation tax are being spent. Committee members review Expenditure Plan expenditures on an annual basis to ensure they conform to the Ordinance.

The Bicycle Advisory Committee advises on bicycle-related issues and at Coast Commercial Bank for a two-year stint before it was acquired by Wells Fargo, Carrie Birkhofer, president and CEO of Bay Federal Credit Union since 1989, and Beth Carr, president and CEO of Santa Cruz Community Credit Union since 2011.

Founded in 2004, locally owned Santa Cruz County Bank has been a top Small Business Administration lender, serving the ag community, acquiring local competitor Lighthouse Bank and expanding into Silicon Valley and most recently expanding into Monterey County, growing to 150 employees.

In February, Snelling received the Nancy Hotchkiss Woman of Impact Award from the Commercial Real Estate Women Sacramento networking group.

The Sacramento Business Journal chose her as one of the 2020 Women Who Mean Business, noting that during her tenure, assets at Five Star Bank quadrupled in a decade, branches were added and the number of employees doubled to 140. In 2019, she was recognized as one of the top CFOs by the Sacramento Business Journal.

Snelling welcomed the opportunity to lead Santa Cruz County Bank, noting the “talented team of employees” at the bank.

“I thank the Board of Directors for placing their confidence in me and recognize this coordinates with local jurisdictions and bicycle-related organizations to promote cycling projects and programs. Members of the committee review proposed bicycle-related policies, programs, projects, plans, funding applications, and legislation.

The Elderly & Disabled Transportation Advisory Committee works with the RTC to identify and meet transportation needs of people living with disabilities, senior citizens, and low-income communities.

Members of the committee review and guide the planning of specialized transportation programs, propose methods of using transportation to integrate the elderly and disabled population into the community, and serve as transportation advocates on the behalf of the elderly and disabled.

Applications for the advisory committees are accepted on an ongoing basis. n •••

For more information or an application, visit https://sccrtc.org/committees or call 831460-3200 or info@sccrtc.org . financial institution is highly respected as an arbiter of growth and economic development in the tri-county region,” she said. “I look forward to building upon the proven success of this organization while connecting with all of our employees and customers as we advance a culture of community engagement.”

She graduated from the University of the Pacific with a double major in mathematics and economics and earned a master’s degree in economics at UC Davis. A licensed Certified Public Accountant, she was a manager at Arthur Andersen and KMPG Audit early in her career.

She is vice chair of the board of the Sacramento Food Bank and Family Services and on the Advisory Board of the Eberhardt School of Business at the University of the Pacific where she is a frequent guest lecturer.

Krista and her husband, Edmund, are relocating to the Santa Cruz area along

Year in Review

Jan. 3 Deadline to Apply for Measure D Oversight Committee

The Santa Cruz County Regional Trans-

with their two children. n

ACROSS

1. *New wardrobe accessory 5. *RIP, ____ 8. Flock’s echo 12. Reply from a tunnel? 13. Feline noise 14. Edward Teller’s

“baby” 15. Beat 16. Competently 17. Savory jelly 18. *Blue vs. red competition 20. One third of a threepiece suit 21. Mailed greetings 22. Long time 23. ____ biloba 26. Anointing oil 30. Nurses’ org. 31. Leafy vegetable 34. “Cogito, ____ sum” 35. Mooring spots 37. Bring into play 38. Old Brazilian coins 39. Prefix with ‘graph’ 40. *Joe’s running mate 42. PGA peg 43. What bees did 45. Fixes firmly 47. Summer mo. 48. R in NPR 50. Widespread 52. *WHO’s March announcement 55. Cliffside dwelling 56. Drop-off spot 57. Sonic sound 59. Sports figures, e.g. 10. Do like exhaust pipe 60. Persian backgammon 11. *”Transplant” 61. Water carrier network 62. *Late basketball 13. ____ of honor legend 14. It’s often wreaked 63. *____ lightning, cause 19. Zoo enclosures of California wildfires 22. Compass dir. 64. X-ray units 23. Labored breaths 24. *Jared Kushner to

DOWN Donald Trump 1. Copy cats 25. Nigerian money 2. Flu symptom 26. Part of an eye 3. Synagogue 27. About to explode 4. 1/100th of a ruble 28. Looked at, 5. Bid again amorously 6. Western neckwear, pl. 29. Smelling organs 7. Gwyneth, to friends 32. Two of the same 8. *Like a vote during 33. Philosopher’s study lockdown 36. *Best Picture Oscar9. What Joy Mangano winner does on TV 38. China grass 40. Party barrel 41. Having a cover 44. *What Zoom host does to guests, sometimes 46. Type of jacket 48. “M*A*S*H” character 49. Ticked off 50. *President Trump used this power in 2020 51. United ____ Emirates 52. Be undecided 53. *Caucus state 54. Like most universities 55. Pose a question 58. Robinson or

Doubtfire

Everyone’s talking and writing about it. The Aquarian Age. The great star event. The Jupiter/Saturn Great conjunction in Aquarius. The Christmas Star. The Bethlehem Star. The Aquarian Age, the new era (finally!).

On Winter Solstice, Monday, December 21, 2020, at 1:21pm (east coast), Jupiter (planet of beneficence, love and wisdom) and Saturn (teacher of new structures and new realities), come together at 0-point Aquarius.

Jupiter is knowledge & wisdom. Saturn is time and discipline. The two are great pals working together to heralding the new era of Aquarian freedom and liberty, balancing humanity’s social endeavors. They are also the planets of Justice and the Law.

The Jupiter/Saturn Grand conjunction (two planets coming together, same sign and degree in the heavens) is a profound move forward for humanity. It is actually epochal. It will reorganize the existing structures, and bring forth “all things unique and new, bright, shiny and liberated”for humanity. Aquarius is the present/ future, it’s the sign of humanity setting forth into new lands with ••• a new sense of freedom. A great awakening will begin to occur within humanity, the awakening of love and wisdom within humanity’s hearts and minds.

Aquarius calls forth all the talents and gifts (Leo) of humanity, asking us to create the future we have dreamed about, a future of freedom and liberty and built of beauty where community and the livingness around us becomes pivotal and paramount. Jupiter tells us, Love underlies all the happenings of the times.” On Winter Solstice this year we can look to the heavens and see the combined sacred light of Jupiter and Saturn and know a new spiritual light is beginning to shine in the world and that it symbolizes that something is coming, something new and bright is about to precipitate and awaken all the people’s and nations of the world. Looking up we see the new Bethlehem Star. A new holy golden age is about to begin. (Note: I have written much more about the Jupiter/Saturn

ARIES LEO SAGITTARIUS

Your professional life will become very focused, as you Jupiter and Saturn together helps establish new loving It will be important to you to get to know everyone around become more and more hardworking. You boundaries and structures in all relation- you in more depth, attempt to connect to will seek success, for both self and others ships, interactions and partnerships. Jupiter people, see how their minds work and look around you and for the world. You will mag- brings a new expression of love in your life. at their lives as fascinating. Your curiosity netize people who share your same unique views, groups who hold the same ideals about the new world. You will become more committed to projects with social purpose. You will develop leadership qualities which is your destiny. Know that you are always good enough. Saturn asks that you assess the boundaries within relationships and partnerships. Jupiter, with great wisdom, will ease all difficulties. There may be a decision to marry or separate. You will find close kindred spirits, a new social circle, and people who recognize and admire you for your kindness and compassion. We see you, Leo. will stimulate you to new creative endeavors and your heart will become more intelligent, more loving. You have lots to say to yourself and to everyone. Walk the neighborhoods of where you live, seek out siblings, create a family newsletter, relearn how to write letters by hand. Learn the art of calligraphy. It focuses the mind. TAURUS You will assess your life’s goals, the efforts you’ve previously put forth constructing and bringing forth a sense of fairness and justice. Now VIRGO You will seek a healthy well-balanced harmony in your mental, emotions and physical life You will CAPRICORN A new sense of self-worth comes about, a new seeking for comfort and security. You understand the true value of things. And beautiful things attract you. you will consider what new long-term demand simplicity so you can strengthen You honor all elders, knowing they hold within projects are needed, defining your abilities, all your core ideals and values. Wanting to themselves valuable information. You want ambitions into all you hope to achieve. You have known gain control of the present, you recognize all assets to be stable so you can feel safe. You may not need about these times and now you are prepared. Others will areas where you can be more responsible, where you much materially, but you do need comfort. You’re grounded, look to you for direction. All your efforts of assisting the can improve yourself. You decide for one year to create easy to be with, serene and poised. You like chocolates, books, many will not be in vain. You are a wisdom keeper. Goodwill in all areas of life. This is a new discipline for you. things familiar, gold and crystals. We like you a lot. It will bring you the deepest richest good fortune.

GEMINI AQUARIUS

Every sign is built around a certain core principle. LIBRA The world becomes your home and the times of change Your’s is intelligent love. The signs work through planets. Gemini works through Mercury, so you’re the messenger. Then through Venus, planet of intelligent love. In the coming times, Jupiter will offer you new knowledge, asking you to leave the past beliefs behind, and come to a new sense of reality. Saturn will provide the system of restructuring your mind. Know that all you thought to be true, isn’t. Have courage. A new narrative is about to begin. You find that you value practical accomplishments along with the arts. You have a vision that empowers your daily life. You work hard each day helping humanity and friendships and the arts; you reset your vitality and your ability to build anew. Your creativity is broadened, expanded during this time and well into the future. You learn from others and help others learn from you. You innovate with childlike wonder. Your love of others sets everyone (you, others) free. have a strong effect on your life. These are the times you have been waiting for. You are more able to identify with your sign of Aquarius. All things beneficent will expand in your life along with new structures and needed disciplines. Aquarian innovative energies will flow through you into the world. You are courageous, a free thinker with a strong body that needs and enjoys lots of movement. Many can’t keep up with you. You’re independent. You’re from the future. Make sure to have lots of mirrors around.

SCORPIO PISCES

CANCER Home and family, things nurturing and nourishing are The Aquarian era will be one of dreams, visions and A new life direction of commitment begins for you. the focus for your health and well-being. everything one can bring forth from the What will you be committed to? So You will ask what makes me happy? What imagination. Music and art will play their often you lived like a monk wondering does family life mean to me? You will part in your life. You become more and about spiritual philosophies. You were begin dedicating yourself to creating a new more private, standing behind veils, hiding a committed to a spiritual path, always foundation, while also preserving traditions, keepsakes, bit. Other worlds and dimensions will be sensed. Mysteries seeking to know what the real truth was. A new social photos, memories and history. All the while creating new will yield themselves up to you. You will need more solitude identity will appear and new projects. Something ends, traditions. You may begin to plant trees this coming new to regenerate and untangle yourself from the fabric of the as something new begins. A culmination of the past presents itself. You reach out to others, form new relationships. You have been lovely these past years. Aquarian year. The ‘roots’ of your chart are showing. This is the house of early childhood. You will remember those early times. And come to cherish them. world. Things will dissolve and then appear, as past lives appear. You are curious, at ease in these worlds. Your kingdom is colorful. alignment, more than can be contained here. Read more on my daily FB Risa D’Angeles • www.nightlightnews.org • risagoodwill@gmail.com

•••

For business owner who expect that as long as you just open an independent business in Santa Cruz County, that magically customers will appear … you still have to do the work.

But to Compete: Communicate and market the reason why anyone should buy from you. Realize that you have to devote EVERY part of your external marketing and your internal operation to what makes you better, special and different. And please, don’t say you have the highest quality at the lowest price … yawn. Everyone’s heard that before.

But my Culture: Do you care enough about your customers that you train your employees and help them when they face issues that are new to them, whether by phone, online or in person? Do you commit to spending time to help them find the answers and the words to help them be their best representative of your business?

But my Commitment: If you wake every morning reluctantly to face your own business, simply get out. Sell. And if there are no buyers, than quit. If your heart isn’t in it, then that will show in EVERY aspect. You won’t do building improvements, website upgrades, employee training, long-term investing in your quality brand. You know who you are …

But to Captivate: If you listened to your customers, they’d likely say, “Take me where I’ve never been.” This is essential in defining why you’re in business in the first place! We live in an entertainment culture. If we’re not being stimulated by our sense of smell, or visually or audibly, then we’re not paying attention. Or paying money for anything.

But to Connect: Go through your files of the hundreds or thousands of customers who have bought from you. You can simply sort what their favorite products are. When they buy. How much they spend. When they last bought. What their other interests are. If you’re a business owner without ready access to this information and your eyes are glazing over — get into the 21st century of small business technology because it’s already 20% over! •••

Well, there you have it. We’re all in this together as business owners and consumers, each willing to exchange value for value. The point is, if we are truly committed to acting local, then we should all be BUT-less. n •••

Ron Kustek is a former senior marketing executive of The Coca-Cola Co. and entrepreneur who is currently a business instructor at Cabrillo College. Contact him at RoKustek@ Cabrillo.edu

ANNOUNCEMENTS ANNOUNCEMENTS

SANTA’S MAILBOX! SANTA’S MAILBOX! The Aptos Chamber of Commerce has posted a red The Aptos Chamber of Commerce has posted a red mailbox for families to drop mailbox for families to drop off their letters to Santa off their letters to Santa Claus. Claus.

The red mailbox is next to The red mailbox is next to the green outside New Leaf the green outside New Leaf Community Market in Aptos Community Market in Aptos Village. Village.

Be sure to drop them off by Be sure to drop them off by Dec. 23 so he has time to read them! Dec. 23 so he has time to read them!

PAJARO VALLEY CHAMBER UNVEILS PAJARO VALLEY CHAMBER UNVEILS HOLIDAY SHOPPING CONTEST HOLIDAY SHOPPING CONTEST The PV Chamber invites the community to support The PV Chamber invites the community to support local businesses this holiday season with a contest local businesses this holiday season with a contest full of fabulous full of fabulous prizes provided by prizes provided by local businesses. local businesses. One entry per One entry per purchase — so purchase — so the more you shop and dine at local participating the more you shop and dine at local participating businesses, the more chances you have to win. businesses, the more chances you have to win. Enter at participating businesses or drop off Enter at participating businesses or drop off your proof of purchase/receipt with your name your proof of purchase/receipt with your name and phone number to the Chamber office before and phone number to the Chamber office before January 4 . January 4 . A list of participating businesses is on the Chamber’s A list of participating businesses is on the Chamber’s Facebook and Instagram pages and www.pajarovalleychamber. Facebook and Instagram pages and www.pajarovalleychamber. com. com.

ITALIAN CLASSES BEGIN IN JANUARY ITALIAN CLASSES BEGIN IN JANUARY Beginning Jan. 25, the Dante Alighieri Society Beginning Jan. 25, the Dante Alighieri Society of Santa Cruz will offer Italian classes online: of Santa Cruz will offer Italian classes online:

Have a virtual or live event you want to promote? Have a virtual or live event you want to promote? Send your information to info@cyber-times.com by Dec. 24 Send your information to info@cyber-times.com by Dec. 24

Beginning, intermediate, intermediate 2, advanced Beginning, intermediate, intermediate 2, advanced and conversation. and conversation.

Beginners and Intermediates will engage twice a Beginners and Intermediates will engage twice a week, Mondays and Thursdays; one-hour sessions week, Mondays and Thursdays; one-hour sessions are offered mornings and evenings. All other are offered mornings and evenings. All other classes meet once per week for 90 minutes. classes meet once per week for 90 minutes. Spots are limited. Classes cost $185-$235 for a Spots are limited. Classes cost $185-$235 for a 10-week session. Members get a $35 discount. 10-week session. Members get a $35 discount. Consider becoming a member. To register for classes, Consider becoming a member. To register for classes, visit www.dantesantacruz.com. visit www.dantesantacruz.com. For questions, email dantesantacruz1265@gmail.com. For questions, email dantesantacruz1265@gmail.com. tious Fish & Chips (condiment sauce); Teresa’s tious Fish & Chips (condiment sauce); Teresa’s Salsas (fresh salsas); The Green Waffle (assorted Salsas (fresh salsas); The Green Waffle (assorted flavors of waffles); Wargin Wines (local bottle of flavors of waffles); Wargin Wines (local bottle of wine); That Garlic Stuff (garlic sauce). wine); That Garlic Stuff (garlic sauce).

Protective masks must be worn, and social Protective masks must be worn, and social distancing protocols will be followed. Those who distancing protocols will be followed. Those who visit the store can participate in a raffle of three visit the store can participate in a raffle of three gift boxes. gift boxes.

Shoppers also can order gift boxes at epcdc. Shoppers also can order gift boxes at epcdc. square.site, and curbside pickup is available. square.site, and curbside pickup is available. For information, email kitchen@elpajarocdc.org. For information, email kitchen@elpajarocdc.org.

DATED EVENTS DATED EVENTS Friday December 18 Friday December 18

Friday December 18 KITCHEN POP-UP SALES 3-7 p.m., 23 E. Beach St., Watsonville El Pajaro Community Development’s commercial kitchen will host a popup sale for holiday shopping. Participants include: Cali Dawg Vegan (assorted vegan hot dogs); El Pajaro CDC Honey (local honey); El Pajaro CDC jam (organic jam); Hidden Fortress (freshly roasted coffee); Il Biscotto (Italian cookies); Mary’s Fruit Tarts (shortbread cookies); Monterey Baking (handmade croissants); Agropacific (quinoa); My Mom’s Mole (dry mole mix); Rogue Pye (assorted pies); Santa Cruz Balsamics (flavored balsamic vinegars); ScrumpFriday December 18 KITCHEN POP-UP SALES 3-7 p.m., 23 E. Beach St., Watsonville El Pajaro Community Development’s commercial kitchen will host a popup sale for holiday shopping. Participants include: Cali Dawg Vegan (assorted vegan hot dogs); El Pajaro CDC Honey (local honey); El Pajaro CDC jam (organic jam); Hidden Fortress (freshly roasted coffee); Il Biscotto (Italian cookies); Mary’s Fruit Tarts (shortbread cookies); Monterey Baking (handmade croissants); Agropacific (quinoa); My Mom’s Mole (dry mole mix); Rogue Pye (assorted pies); Santa Cruz Balsamics (flavored balsamic vinegars); Scrumpthru Sunday December 20 AGAPE DANCE ACADEMY’S NUTCRACKER BALLET 5:30 p.m. & 7:30 p.m., Santa Cruz Beach Boardwalk Drive-In Theater Melanie Useldinger, founder of Agape Dance Academy, is staging Nutcracker Ballet, Covid-style, as a movie to be viewed at the Boardwalk drive-in theater shows the evenings of Dec. 18-20. She hopes to create beautiful memories of triumphant times in the challenging year of 2020. Rebecca Hallock is Clara, Ian McHatton is the Nutcracker Prince and Aly Ely is the Sugar Plum Fairy in this holiday production, which features dozens of dancers as sweets and gingersnaps and the famous Snow Waltz and Waltz of the Flowers. thru Sunday December 20 AGAPE DANCE ACADEMY’S NUTCRACKER BALLET 5:30 p.m. & 7:30 p.m., Santa Cruz Beach Boardwalk Drive-In Theater Melanie Useldinger, founder of Agape Dance Academy, is staging Nutcracker Ballet, Covid-style, as a movie to be viewed at the Boardwalk drive-in theater shows the evenings of Dec. 18-20. She hopes to create beautiful memories of triumphant times in the challenging year of 2020. Rebecca Hallock is Clara, Ian McHatton is the Nutcracker Prince and Aly Ely is the Sugar Plum Fairy in this holiday production, which features dozens of dancers as sweets and gingersnaps and the famous Snow Waltz and Waltz of the Flowers.

Showtimes will be 5:30 p.m. and again at 7:30 p.m. on Showtimes will be 5:30 p.m. and again at 7:30 p.m. on Friday, Saturday and Sunday. Friday, Saturday and Sunday. Tickets, which are $45 per car at https://events.eventgroove. Tickets, which are $45 per car at https://events.eventgroove. com/event/Nutcracker-At-The-Santa-Cruz-Beachcom/event/Nutcracker-At-The-Santa-Cruz-BeachBoardwalk-45565, will benefit Jacob’s Heart and Agape Dance Boardwalk-45565, will benefit Jacob’s Heart and Agape Dance Foundation Inc. www.agapedance.com Foundation Inc. www.agapedance.com

Monday January 11 Monday January 11 thru Tuesday January 12 thru Tuesday January 12

CALIFORNIA KING TIDES CALIFORNIA KING TIDES Starts around 7 a.m. Monday / Ends around 5:30 p.m. Tuesday, Starts around 7 a.m. Monday / Ends around 5:30 p.m. Tuesday, Various locations in Santa Cruz County Various locations in Santa Cruz County “King Tides” are high tides that occur when the gravi-“King Tides” are high tides that occur when the gravitational pull of the sun and the moon are in alignment. tational pull of the sun and the moon are in alignment. When these tides happen at the same time as stormy When these tides happen at the same time as stormy weather, water levels can rise even higher. weather, water levels can rise even higher.

California King Tides are coming to Santa Cruz California King Tides are coming to Santa Cruz County! King Tides mean the highest tides of the year, County! King Tides mean the highest tides of the year, but also the lowest, most dramatic negative tides. but also the lowest, most dramatic negative tides.

These extreme low tides pose prime conditions for tide These extreme low tides pose prime conditions for tide pooling, miles of beach walking, and extended beach pooling, miles of beach walking, and extended beach exploration. exploration. https://www.santacruz.org/blog/mark-your-calendar-californiahttps://www.santacruz.org/blog/mark-your-calendar-californiaking-tides-are-coming/ nking-tides-are-coming/ n

Wishing All a Safe & Peaceful Holiday Season

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