We're All in the Customer Service Business - SCORE Orange ...

This article was written by Harvey Mackay, from Minneapolis Star-Tribune, March 3, 2013, reprinted by permission

When I went into business many years ago, I told people I owned an envelope company. I had business cards printed that identified me as an ?envelope salesman.? I described myself as an entrepreneur.

All of those facts are still true, but incomplete. What I and our company really do is provide customer service.

Well sure, Harvey, you say. But isn?t that just a part of the whole operation?

Absolutely, positively, irrefutably, NO. I am in the service business, regardless of the product I make and sell. If my service is lacking, my business will be sent packing.

To validate my thinking, I recently visited with John Tschohl, president of the Service Quality Institute. John has spent 33 years focused on customer service. He has written hundreds of articles, as well as seven books on the topic. You?ve probably heard him interviewed on television or radio. He has been called the ?guru of customer service? by USA Today and Time and Entrepreneur magazines.

Even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor: outstanding customer service. John offered up some stellar advice for creating a service culture, no matter what business you?re in.

First, you?ve got to understand you?re in the service business. ?Most companies think they are in manufacturing and retail; airlines don?t know they are in the service business,? he said. ?Southwest Airlines is successful because they understand they?re a customer service company ? they just happen to be an airline.?

Second, you have to look at all the policies, procedures and systems you have in place ?that make life miserable for customers,? John said. ?You could have the nicest people in the world, but you could have stupid hours, stupid rules, stupid procedures, that just burn the customer.? When you make it that difficult for customers to patronize you, they find someone else who is more accommodating.

Third, you have to have empowerment. ?Every single person has to be able to make fast power decisions on the spot, and it better be in favor of the customer,? John said.

Fourth, you have to be more careful about whom you hire. ?The service leaders hire one person out of 50 interviewed, sometimes one out of 100, but they?re very, very, very careful,? he said. ?Look for the cream, the A players, instead of bringing on B and C players.?

Fifth, educate and train the entire staff on the art of customer service with something new and fresh every four to six months. ?Let?s say you want to create the service culture. No matter if you have a hundred or a thousand or a hundred thousand employees, you better have something new and fresh, so it?s constantly in front of them,? John said. ?So when they wake up every day and they go to work, they say, ?Fantastic, I?m taking care of customers!? ?

Finally, measure the results financially so that you know the impact it?s making on revenue, sales, profit and market share.

Everything you do, according to John, should be built around the concept of creating an incredible customer experience.

Perhaps the simplest way of creating a service culture is a variation of the golden rule: Treat your customers as you wish to be treated.

Make your customers excited that you?re in business. Make them grateful that they have the opportunity to buy your services or products. Make them feel like each one is your most important client. Make your service so outstanding that they wouldn?t think of doing business with anyone else.

And then find a way to make your service even better!

Mackay?s Moral: Customer service is not a department; it?s everyone?s job.

Source: http://newsletter.score114.org/2013/04/we-all-in-customer-service-business.html

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Taliban attack kills 6 Afghan police officers

KABUL, Afghanistan (AP) ? An official says Taliban insurgents have attacked a police checkpoint in eastern Afghanistan, killing six officers.

The militants hit the post Sunday in the Dayak district of Ghazni province, said Col. Mohammad Hussain, Ghazni's deputy police chief. In addition to the six dead, the attackers wounded one officer. Another was missing.

One of many Afghan local police forces was running the checkpoint. The forces are recruited at the village level to protect their townships from insurgents and other fighters, including criminals. The local forces are nominally under the control of the Afghan Interior Ministry.

On Friday, Taliban insurgents attacked a local police checkpoint in Andar, a district of Ghazni province neighboring Dayak. They killed 13 officers, according to Sidiq Sidiqi, the Interior Ministry spokesman.

Source: http://news.yahoo.com/taliban-attack-kills-6-afghan-police-officers-074640219.html

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CA-BUSINESS Summary

Wall Street Week Ahead: In earnings frenzy, will Apple get crushed?

NEW YORK (Reuters) - Apple may have lost nearly half of its value since its peak in September, but it's still the talk of the town. Only this time, it's all about how low can it go? Wall Street would normally be set for a technical rebound after a drop of more than 2 percent, the worst weekly decline so far this year. But that could easily change by the time the iPhone maker reports its earnings, which are due on Tuesday after the closing bell.

Exclusive: Bernanke to skip Jackson Hole due to scheduling conflict

WASHINGTON (Reuters) - Federal Reserve Chairman Ben Bernanke will miss the annual Jackson Hole monetary policy symposium this year due to a scheduling conflict, skipping the prestigious event for the first time since taking the helm of the central bank in 2006. The conference, held in late August in the splendor of the Grand Teton National Park in Wyoming, draws top central bankers from around the world. Bernanke's absence would mark the first time in 25 years that a Fed chairman has not attended.

Japan wins approval from member countries to join Trans-Pacific trade talks

TOKYO (Reuters) - Japan won approval from participating countries to join talks on a U.S.-led Asia Pacific free trade agreement, central to Prime Minister Shinzo Abe's plans to open the economy to more competition and revive growth. The formal invitation for Tokyo to join the negotiations was extended at a meeting of members of the Trans-Pacific Partnership (TPP) on Saturday on the sidelines of the Asia-Pacific Economic Cooperation gathering in Surabaya, Indonesia, according to a joint statement.

Action needed to boost confidence in global economy, IMF says

WASHINGTON (Reuters) - Global finance officials on Saturday said monetary policy alone was not enough to restore confidence in the shaky global economy as they urged countries to take other steps to reinvigorate growth and create jobs. "We need to act decisively to nurture a sustainable recovery and restore the resilience of the global economy," the International Monetary Fund's steering committee said at the conclusion of the world lender's spring meeting.

FAA approves Boeing Dreamliner battery system design

(Reuters) - U.S. regulators approved on Friday a revamped battery system for Boeing Co's 787 Dreamliner, a crucial step in returning the high-tech jet to service after it was grounded in January because its lithium-ion batteries overheated. The Federal Aviation Administration (FAA) approval of design changes allows Boeing to immediately begin making repairs to the fleet of 50 planes owned by airlines around the world.

Banks, gold shares drive TSX gains as sentiment improves

TORONTO (Reuters) - Canada's main stock index climbed on Friday, as improved investor sentiment and a rise in the price of some commodities fueled gains in financial and material shares, offsetting a decline in energy companies. The gains failed to stem a 2.2 percent fall in the index this week, its second-biggest weekly decline of the year, triggered by a giant commodities selloff on Monday, when the price of gold posted its biggest ever drop.

Most EU bank union work can be done without law change: Eurogroup head

WASHINGTON (Reuters) - The euro zone's top project to boost economic growth - banking union - will not be delayed for now by a row over whether it needs EU law changed because most of the work can be done before this is settled, a senior euro zone official said on Saturday. Jeroen Dijsselbloem, the Dutch finance minister who chairs the monthly meetings of his euro zone colleagues, said the dispute on the legal requirements of the banking union can go in parallel with more technical work on how it would function.

GM's Opel returns to Shanghai auto show with limited ambitions

FRANKFURT (Reuters) - General Motors' troubled Opel division is returning to China's main auto show after a five-year absence, with three new cars at the center of a long-promised push into the world's largest market. In Germany, where Opel employs around 20,000 workers, the move may please unions and politicians anxious to preserve jobs in an election year.

GM to add four more plants in China by 2015: executive

SHANGHAI (Reuters) - General Motors Co will add four new plants in the next three years in China to bring its production capacity to 5 million vehicles a year, the head of GM China said on Saturday at the Shanghai auto show. Bob Socia, head of GM China, said that the company and its joint venture partners will invest $11 billion in China by 2016, but did not break out the cost of the new plants.

Austrians say end bank secrecy for foreigners: polls

VIENNA (Reuters) - Most Austrians are in favor of relaxing the strict banking secrecy rules that have isolated the Alpine republic from its European peers, according to two polls published on Saturday. Only 18 percent want to keep banking secrecy in its current form, a Gallup poll for daily tabloid Oesterreich found, while a second poll for news weekly profil found only 14 percent would be opposed to Austria's sharing details of foreigners' accounts.

Source: http://news.yahoo.com/ca-business-summary-013721857--finance.html

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Factbox: Key points to Mexico's planned banking reform

By Alexandra Alper and Michael O'Boyle

(Reuters) - Mexico's government wants to boost lending by making it easier for banks to collect on guarantees for bad loans and by giving powers to regulators to punish firms that do not lend enough, according to a draft copy of the banking reforms seen by Reuters.

The proposal, which comprises more than 800 pages and touches on everything from money laundering to Basel capital standards, is due to be announced next week as part of a raft of measures designed to ramp up growth in Latin America's second biggest economy.

Following are some key features of the reform proposal:

SANCTIONS AND SHAME

It specifies that banks will be evaluated periodically on their lending rates and could face sanctions, such as limits on securities trading for their own accounts, if lending levels are deemed too low.

A provision in the measure would also require the banking regulator to "name and shame" those that have broken financial rules, by posting their names and violations on the regulator's website.

Regulators currently cannot disclose sanctions until appeals are exhausted, meaning it can take years to find out about a firm's improprieties.

BOOSTING CREDIT TO SMALL BUSINESS

Mexico's six development banks would be encouraged to buoy credit supply to small companies via measures aimed at giving them more autonomy and by reducing lending restrictions. For example, restrictions on multiple loans to one party and on medium-term loans would be lifted for some institutions.

STREAMLINING LEGAL PROCEEDINGS

To create more legal certainty, the reforms would make it easier for banks to take possession of a loan guarantor's assets in case of default. It would also streamline the bankruptcy process in Mexico, in part by creating new courts.

FOREIGN INVESTMENT

The proposal includes a plan to pare back regulations limiting foreign investment in Mexican financial institutions, such as allowing foreign ownership to exceed 49 percent of certain types of firms without requiring government consent.

COMPETITION

The reform would require Mexico's competition regulator to conduct a study 120 days after the reform is approved evaluating competitiveness issues in the sector and possibly making recommendations for improvement.

MONEY LAUNDERING

The measure increases authorities' powers to freeze suspect funds that could be tied to money laundering with specific penalties for terror financing.

CONSUMER PROTECTIONS

Strengthens the country's financial consumer protection agency's powers to regulate bank product literature and billing, and establishes new arbitration proceedings for disputes between firms and customers.

CREDIT BUREAU

The reform gives the government the authority to create a state-owned credit bureau, to share widely borrower creditor information in a bid to boost financial sector competition. Mexico currently has two privately owned credit bureaus. ($1 = 12.2238 Mexico pesos)

(Reporting by Alexandra Alper, editing by G Crosse)

Source: http://news.yahoo.com/factbox-key-points-mexicos-planned-banking-reform-230227730--sector.html

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Visual Storytelling: Helping hurts when communication is overlooked

I believe photographers? need a good PR agency and since no one is volunteering to do it for us, we must step up and take on this responsibility.

One such area I want to address is a photographer who wants to help use their talent to help humanitarian organizations or faith based organizations.

Please bear with me as I walk through understanding the elements and then trying to put together an action plan for photographers.

If you were to Google the definition of what is a humanitarian photographer, you will not find a definition is the normal places like Webster dictionary, Wikipedia or Google.? It is a new term used to describe not so much a style as the humanitarian organization for which photography is done.

When you Google ?humanitarian photographer,? I have a few friends that will pop up to the very top of the lists: Gary S. Chapman and Esther Havens both do humanitarian photography.

You will see every style of photography being done for humanitarian organizations that primarily distribute aid.

They go on and say, ?One of the major premises of this book is that until we embrace our mutual brokenness, our work with low-income people is likely to do far more harm than good.?

Wikipedia definition?Poverty is the state of one who lacks a certain amount of material possessions or money. Absolute poverty or destitution refers to the deprivation of basic human needs, which commonly includes food, water, sanitation, clothing, shelter, health care and education. Relative poverty is defined contextually as economic inequality in the location or society in which people live.

In the book When Helping Hurts, ?Development expert Robert Chambers argues that the materially poor are trapped by multiple, interconnected factors?insufficient assets, vulnerability, powerlessness, isolation, and physical weakness?that ensnare them like bugs caught in a spider?s web.?

The book goes on to say, ?Poverty is the result of relationships that do not work, that are not just, that are not for life, that are not harmonious or enjoyable. Poverty is the absence of shalom in all its meanings.?

Based on this definition everyone suffers from poverty in some way.

Where the photographer can help

If broken relationships are what is the core issue in poverty, then to rebuild these relationships communication is key. With the broken relationship between two people they must come together and listen to one another.

Often counselors can help with the facilitation of restoration. When it comes to groups this is where I believe the professional communicator refines the role of the counselor and helps each group to better communicate and therefore move groups closer together.

Leaders of humanitarian organizations and their donors are often to blame for the failure organizations goals.

Donor and CEO Problem

A philanthropist decides to give a huge amount to an organization with strings attached. ?I want all this gift to go to something and none of it to go to operating costs of the organization? is one such type of gift.

The organization often will take the gift and totally reorganize just so they can use the gift. This is where the organization fails to educate the donor. A good CEO will educate the donor.

I see way too many humanitarian organizations focus on the relief. We can give food or we can teach them to fish. Teaching to fish is a larger investment in time, but not necessarily money.

Photographers need to understand relief, rehabilitation and development and how this applies to the organization. They need to have the strategic vision if they are to help an organization achieve their strategic vision.

Way too many photographers just want to go and travel to take photos. They are in it for themselves and are hurting and not helping.

Photographers need to know as much as they can about the area a humanitarian organization is addressing. What other groups are working in this area? Are they duplicating efforts? Is their approach helping the long-term goal of no longer being needed?

It is common that once you start becoming strategic and not just a button pusher of the camera you will help in ways beyond your camera. You may help leaders of different organizations know about each other. You may help them network due to your work for different groups.

PR for the photographer

Blogging

One of the ways I am watching photographers with PR for themselves is to tell stories through their blogs and being sure they are letting humanitarian organizations leaders know they are blogging.

If you have a blog you may want to ask some of those organization leaders to do a guest blog for you.?

Newsletter

You can create a printed or online newsletter that you send out to your distribution list. This method is different than the blog; it is pushing your message. A blog pulls people to the content.

Gallery

You can put your coverage up in a gallery and invite humanitarian organization leaders to come to the show. You can also encourage the humanitarian organizations to also have a gallery where you could be there as the artist at the opening to help bring in donors.

Social Media

Get involved in groups. Many humanitarian organizations have active group discussions where a photographer could easily be part of the discussion. Give some tips of your own or maybe you offer links that you have discovered as a good resource. Be a part of the discussion.
Hold organizations accountable

I would encourage all of your discussions to always be trying to be sure the organization is helping the problem and not hurting. Sometimes it is just asking a question with an attitude of innocence. Sometimes you may need to call attention a little more forthright. Remember your purpose is to be part of the solution and not hurting. Ticking everyone off is not the best solution since you will quickly discover yourself no longer a part of the discussion.

Source: http://blog.stanleyleary.com/2013/04/helping-hurts-when-communication-is.html

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The unfolding of a 5-day manhunt for bomb suspects

Esta foto del viernes 19 de abril de 2013, distribuida por la polic?a estatal de Massachusetts muestra a Dzhokhar Tsarnaev, de 19 a?os, presunto autor de los atentados del Marat?n de Boston, oculto dentro de una lancha, mientras las autoridades lo buscaban en Watertown. Herido y sangrante, Tsarnaev fue retirado de la embarcaci?n, aparcada en el traspatio de una vivienda en el ?rea metropolitana de Boston (AP Foto/Polic?a Estatal de Massachusetts)

Esta foto del viernes 19 de abril de 2013, distribuida por la polic?a estatal de Massachusetts muestra a Dzhokhar Tsarnaev, de 19 a?os, presunto autor de los atentados del Marat?n de Boston, oculto dentro de una lancha, mientras las autoridades lo buscaban en Watertown. Herido y sangrante, Tsarnaev fue retirado de la embarcaci?n, aparcada en el traspatio de una vivienda en el ?rea metropolitana de Boston (AP Foto/Polic?a Estatal de Massachusetts)

People, including Barbara J. Cole, center, chant during a vigil for the victims of the Boston Marathon bombing, Saturday, April 20, 2013, in Watertown, Mass. Suspected bomber Dzhokhar Tsarnaev is hospitalized in serious condition with unspecified injuries after he was captured in an all day manhunt the day before. (AP Photo/Julio Cortez)

People gather on a field during a vigil for the victims of the Boston Marathon bombing, Saturday, April 20, 2013, in Watertown, Mass. Suspected bomber Dzhokhar Tsarnaev is hospitalized in serious condition with unspecified injuries after he was captured in an all day manhunt the day before. (AP Photo/Julio Cortez)

In this Friday, April 19, 2013 photo obtained by The Associated Press and authenticated by a member of the Bureau of Alcohol, Tobacco, Firearms and Explosives, ATF and FBI agents check suspect Dzhokhar Tsarnaev for explosives and also give him medical attention after he was apprehended in Watertown, Mass., at the end of a tense day that began with his older brother, Tamerlan, dying in a getaway attempt. Tsarnaev lay hospitalized in serious condition under heavy guard Saturday as investigators continue piecing together the who and why of the two brothers involved in the deadly Boston Marathon bombings. (AP Photo)

The twin explosions that ripped through the crowd near the finish line of the Boston Marathon triggered a massive manhunt that paralyzed a city. Two bombs set off about ten seconds and 100 yards apart signaled the end of one race and the start of another ? to identify and find those responsible. This is how that race unfolded.

___

MONDAY, APRIL 15

? Just before 3 p.m., an explosion shatters the cheers on Boylston Street near the finish line of one of Boston's largest and most cherished events. More than 17,000 runners already had crossed the finish line, but thousands more still were headed for the site of the bombing. Ten seconds later, a second explosion shatters windows and bodies. Sirens and screams erupt as rescuers scramble and the crowd panics.

"They just started bringing people in with no limbs," runner Tim Davey of Richmond, Va., said of his view from inside a medical tent that had been set up to care for fatigued runners.

? The blasts killed three people ? 8-year-old Martin Richard, of Boston; 29-year-old Krystle Campbell, of Medford; and 23-year-old Lu Lingzi, a Boston University graduate student from China ? and injured more than 180 others, but it would be hours before the chaos cleared enough to give authorities a true sense of the casualties. Or even where the bombs had been hidden. If they had been hidden.

? A citywide shutdown that will become nearly complete by the end of the week begins by early evening. A no-fly zone is created over the bombing sites, major sporting events are canceled, people are urged to stay indoors, SWAT team members with machine guns patrol hospitals. And the world takes notice, beefing up security at nuclear plants, public transit systems and anywhere crowds gather.

? Is it terrorism? Americans are eager for answers, but when President Barack Obama addresses the nation three hours after the explosion, he stops short of that. "We will find out who did this. We'll find out why they did this," Obama said in his brief statement. "Any responsible individuals, any responsible groups, will feel the full weight of justice."

? Knowing that thousands of smartphones and cameras were in the crowd, by nightfall authorities officially tap the power of crowd sourcing and put out the call for pictures, videos and tips.

___

TUESDAY, APRIL 16

? The day begins with a city ? and a nation ? on edge and without answers. No suspects. No motives. No claims of responsibility. An apartment in nearby Revere was searched overnight, but no details emerge. Copley Plaza ? the typically bustling site of the bombings ? was blocked to vehicles and pedestrians.

? By noon, Obama inches the nation forward but only barely. Calling the bombings "a heinous and cowardly act," he says they are being investigated as an act of terrorism, but authorities still don't know who is responsible. Later in the day, Homeland Security Secretary Janet Napolitano says the bombings don't appear to be part of a large plot, but security on public transit nationwide ? and around the world ? remains high.

? A picture of the bombs begins to emerge. Based on debris at the site, investigators determine the bombs were crudely fashioned from ordinary kitchen pressure cookers packed with explosives, nails and ball bearings. And they were hidden in black backpacks and left on the ground.

? Pictures of the victims emerge, too. Photos flood social media. There is 8-year-old Martin Richard, smiling and holding a sign that calls for peace and reads, "No more hurting people." And there is 27-year-old Jeff Bauman Jr., being pushed in a wheelchair from the scene of the explosions, bloodied with both legs blown off below the knees.

? It would be another two days before pictures of the suspects, 19-year-old Dzhokhar A. Tsarnaev and his brother, 26-year-old Tamerlan Tsarnaev, would emerge. But already the younger of the two appears nervous. The owner of an auto body shop near the brothers' Cambridge home later recalled a visit from Dzhokhar on Tuesday.

Gilberto Junior said the usually easygoing teen often stopped by to talk cars and soccer. But on Tuesday, he was biting his nails and trembling. The mechanic told Dzhokhar he hadn't had a chance to work on a Mercedes the teen had dropped off for bumper work. "I don't care. I don't care. I need the car right now," Junior says Dzhokhar told him.

___

WEDNESDAY, APRIL 17

? Investigators plow through thousands of tips, scour the rooftops and roads around the blast site, and use sophisticated software to sift through mountains of images and video for patterns or unusual behavior. Obama signs an emergency declaration to send federal aid to Massachusetts.

? Amid conflicting ? and ultimately false ? reports of a break in the case, investigators discover department store surveillance footage shot near the site of the bombs that shows a man dropping off a bag believed to contain one of the bombs. But officials say they still don't know the man's name.

? Boston remains under a heavy security presence, with police officers stationed on street corners across the city. National Guardsmen have set up tents on the Boston Common and stationed tactical vehicles.

___

THURSDAY, APRIL 18

? Obama and other dignitaries attend an interfaith service at the Cathedral of the Holy Cross. "You will run again!" Obama tells the city.

? Using facial recognition technology and a painstaking frame-by-frame search, investigators have narrowed their search to images of two young men, Suspect No. 1 and Suspect No. 2. But officials still don't know who they are. And as of 1 p.m., they won't publicly describe them.

? At 5:10 p.m., investigators reveal the photos and video of the two men, a tactic intended to apply pressure in hopes the men will be identified or reveal themselves. But it comes with risk. The men could reveal themselves by lashing out with more violence. Within moments, the images trigger a flood of responses that overwhelm the FBI's website.

"We consider them to be armed and extremely dangerous," FBI Agent Richard DesLauriers said.

? About five hours later, something happens. It's not clear what, but something snaps and the city of Boston seems to spin violently out of control for nearly 24 hours.

? At 10:20 p.m., shots are heard on the campus of the Massachusetts Institute of Technology, across the Charles River from Boston in Cambridge. Ten minutes later, a 26-year-old MIT campus police officer, Sean Collier, is found shot multiple times in his car and pronounced dead.

? Shortly after, two armed men carjack a Mercedes SUV in Cambridge. They hold the driver for half an hour, then release him unharmed. That man runs into a gas station and calls police. Whatever the carjackers had told him during his time with them convinces police they are dealing with the bombing suspects.

? The search for the Mercedes leads to a chase that ends in Watertown. Residents there describe war zone-like scenes, with the suspects hurling explosive devices from the car and exchanging gunfire with police. The men were prepared. They had collected pipe bombs, grenades and improvised explosive devices, police say. A transit police officer, 33-year-old Richard Donohue, is shot and critically wounded.

? In the course of the gunfire, 26-year-old Tamerlan Tsarnaev is shot. His brother, Dzhokhar Tsarnaev, escapes in a stolen vehicle, running over his wounded brother as he flees, according to police. In his wake are 200 spent shells. Tamerlan Tsarnaev dies shortly after at a Boston hospital from multiple gunshot wounds and a possible blast injury. Meanwhile, at some point his brother abandons his car and flees on foot.

___

FRIDAY, APRIL 19

? Gunshots and explosions are heard in Watertown around 1 a.m. Police SWAT teams, sharpshooters and FBI agents descend on an area stretching from Watertown to Cambridge, surrounding buildings. Police helicopters buzz overhead and armored vehicles rumble through the streets. Trains are searched. And by 4:30 a.m., residents of eastern Watertown are told to stay in their homes.

? An hour later, the lockdown is extended across Boston, affecting more than 1 million people. Open your door only for uniformed officers, they are told. Mass transit is shut down, including Amtrak trains to New York. Businesses are told not to open. It is a city paralyzed. Signs up and down the highways leading into Boston warn to avoid the city.

"We believe this man to be a terrorist," Boston Police Commissioner Ed Davis said. "We believe this to be a man who's come here to kill people."

? Investigators begin a methodical, door-to-door sweep of Watertown. By midmorning, the University of Massachusetts Dartmouth closes and evacuates its campus after confirming that Dzhokhar Tsarnaev was registered there. Around midday, the suspects' uncle, Ruslan Tsarni, of Maryland, pleads on television: "Dzhokhar, if you are alive, turn yourself in and ask for forgiveness."

? Dzhokhar Tsarnaev had somehow evaded an army. As night fell, authorities start scaling back the hunt. Mass transit is allowed to resume and people are told they can leave their homes.

? But just as that order is lifted, there is a break. A man in Watertown sees blood on a boat parked in a yard. When he pulls back the tarp, he sees a man covered in blood and calls police. When authorities arrive, they try to talk the suspect ? already weakened by a gunshot wound received some 20 hours earlier ? into getting out of the boat.

? He doesn't. Police say the 19-year-old suspect exchanges gunfire with law enforcement for an hour while holed up in the boat before being captured.

? Just before 9 p.m., Boston police take to Twitter: "CAPTURED!!! The hunt is over. The search is done. The terror is over. And justice has won. Suspect in custody."

? People pour into the streets. Church bells ring. American flags are waved. A city erupts again.

___

J.M. Hirsch tweets at http://twitter.com/JM_Hirsch

Associated Press

Source: http://hosted2.ap.org/APDEFAULT/3d281c11a96b4ad082fe88aa0db04305/Article_2013-04-21-Boston%20Marathon-How%20it%20Unfolded/id-a80de785de5942478e9b295bc9919869

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In Boston and beyond, thanks and jubilation

A crowd reacts to news of the arrest of one of the Boston Marathon bombing suspects during a celebration at Boston Common, Friday, April 19, 2013, in Boston. Boston Marathon bombing suspect Dzhokhar Tsarnaev was captured in Watertown, Mass. The 19-year-old college student wanted in the bombings was taken into custody Friday evening after a manhunt that left the city virtually paralyzed and his older brother and accomplice dead. (AP Photo/Julio Cortez)

A crowd reacts to news of the arrest of one of the Boston Marathon bombing suspects during a celebration at Boston Common, Friday, April 19, 2013, in Boston. Boston Marathon bombing suspect Dzhokhar Tsarnaev was captured in Watertown, Mass. The 19-year-old college student wanted in the bombings was taken into custody Friday evening after a manhunt that left the city virtually paralyzed and his older brother and accomplice dead. (AP Photo/Julio Cortez)

A crowd gathers at Boston Common after the final suspect in the Boston Marathon bombing was arrested, Friday, April 19, 2013, in Boston. Marathon bombing suspect Dzhokhar Tsarnaev was captured in Watertown, Mass. The 19-year-old college student wanted in the bombings was taken into custody Friday evening after a manhunt that left the city virtually paralyzed and his older brother and accomplice dead. (AP Photo/Julio Cortez)

Women cheer after the arrest of a suspect of the Boston Marathon bombings in Watertown, Mass., Friday, April 19, 2013. Two suspects in the Boston Marathon bombing killed an MIT police officer, injured a transit officer in a firefight and threw explosive devices at police during their getaway attempt. (AP Photo/Charles Krupa)

A police officer gives a thumbs up to another in Watertown, Mass. Friday, April 19, 2013, after the manhunt for the second of two suspects in the Boston Marathon bombing was captured. A 19-year-old college student wanted in the Boston Marathon bombings was taken into custody Friday evening after a manhunt that left the city virtually paralyzed and his older brother and accomplice dead. (AP Photo/Craig Ruttle)

Police officers smile to fellow officers as they leave the scene after the arrest of a suspect of the Boston Marathon bombings in Watertown, Mass., Friday, April 19, 2013. A 19-year-old college student wanted in the Boston Marathon bombings was taken into custody Friday evening after a manhunt that left the city virtually paralyzed and his older brother and accomplice dead. (AP Photo/Matt Rourke)

BOSTON (AP) ? They gathered in silence on Boylston Street, just three blocks away from the chaos and carnage caused by twin bombings four days earlier. Some were crying.

Boston University student Aaron Wengertsman, 19, wrapped himself in an American flag. He was on the marathon route a mile from the finish line when the bombs exploded.

"I'm glad they caught him alive," he said of one of two brothers authorities say were responsible for the explosions. "I thought people might be more excited, but it's humbling to see all these people paying their respects."

As Wengertsman and dozens of others held a solemn commemoration Friday night for the victims of the blasts, others took to the streets of Boston and beyond to celebrate the capture of the surviving suspect following a manhunt that left the city largely paralyzed.

In Boston's Dorchester neighborhood, where an 8-year-old boy killed in the bombing lived, people set off fireworks.

Boston University juniors Brendan Hathaway and Sam Howes gave high fives to strangers as they walked down the street bathed in the flashing lights from Kenmore Square's iconic rooftop Citgo sign.

"This was like our first opportunity to really be outside without feeling like there imminent danger," said Hathaway, a mechanical engineering student from nearby Newton. "It was close to home for me."

At Boston Common, Beth Lloyd-Jones said it felt like she had her city back. She was blocks away from the blast on Monday in her south end home.

"It's personal," she said, noting that she's planning her wedding for the public library building adjacent to where the bombs exploded.

"That could have been any one of us," she said of the victims. "Now I feel a little safer."

The surviving suspect, 19-year-old Dzhokhar Tsarnaev, was taken to a hospital after engaging in a firefight with police while hiding out in a parked boat in a Watertown backyard. Earlier in the day, his 26-year-old brother, Tamerlan Tsarnaev, had been killed in a gunbattle and car chase during which he and his younger brother hurled explosives at police from a stolen car, authorities said. During the getaway attempt, the brothers killed an MIT policeman and severely wounded another officer, authorities said.

"Never in my wildest dreams did I think that this would result in a shootout in Watertown," said Sheamus McGovern, of neighboring Belmont.

Less than 24 hours after the shootout, police officers and firefighters stood grim-faced with guns and rifles, lining the street leading to the property about a mile away where the younger brother was believed to be holed up in the boat.

Reporters and spectators lined up on the other side. The mood was tense, with the few neighbors who ventured out hugging and crying as they heard bangs. Others merely looked on curiously.

Then, one officer slowly started clapping. Then it spread to the crowd. Then loud cheers broke out.

People in the crowd started asking, "Is he alive?" One of the officers nodded, yes. Any time a first responder emerged from the street, there was loud applause.

"They finally caught the jerk," said nurse Cindy Boyle, 41. "It was scary; it was tense." She said she knew when police started clapping that everything would be all right.

Celebratory bells rang from a church tower in Watertown after the capture. Teenagers waved American flags in the center of town. Every car that drove by honked. Every time an emergency vehicle went by, people cheered loudly.

Liz Rodgers, a 65-year-old attorney, took one of the pieces of yellow police tape and tied it around her neck like a necklace.

"When you see your town invaded like this, it's stunning," she said. "Everyone in Watertown is just so grateful that he's caught and that we're liberated."

The jubilation was widespread. The mayor of Boston tweeted, "We got him!" And at the home of the New York Mets, spectators leapt to their feet and cheered when the news spread during a game against the Washington Nationals.

Hundreds of people marched down Commonwealth Avenue, chanting "USA" and singing the Red Sox anthem "Sweet Caroline" as they headed toward Boston Common. Police blocked traffic along part of the street to allow for the impromptu parade.

"I can finally sleep tonight," said 27-year-old Lisa Mara, standing along Boylston Street, just a few blocks from her home.

___

Lindsay reported from Watertown, Mass. Associated Press writers Allen G. Breed, Bridget Murphy and Katie Zezima in Boston contributed to this report.

Associated Press

Source: http://hosted2.ap.org/APDEFAULT/386c25518f464186bf7a2ac026580ce7/Article_2013-04-20-US-Boston-Marathon-Reaction/id-b8bca282bac64a24b391f2cd721c5e80

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