What’s In It For Me???
I receive calls and emails weekly from people who want to "partner" with me. They bring zero to the table. They want to use my brand and my community and relationships to sell their crap—and it is almost always just
Assurance
I'm in the doctor's examining room for a scheduled checkup and my eyes wander to the safe needle disposal system you see on every wall. The instructions say, "Lift panel to assure disposal." Minor detail, perhaps, but the word should
You May Be Wrong, But You’re Also Annoying
I asked a woman at a pro bono speech I was making what kind of value she provided. She stammered and then said something uninteresting. I suggested some ways to change her approach and mentioned four elements. "Oh, I don't agree
A Bight of the Apple
You've got to love people already complaining about the new iPhones without even having them in hand as yet. If you don't like them, don't buy them. But don't sit there whining that Apple hasn't made its new product exactly
Prison (Dumb Ass Stupid Management)
The Liberty Hotel in Boston is a fascinating property. It's a former prison, so their "do not disturb" signs say "solitary," and the bars and restaurants are called "The Clink" and "Alibi" and "The Yard" and so forth. Very clever. The
I Didn’t Walk In Here and I’m Not Leaving
Some people want to unsubscribe from my newsletters, which is their inalienable right, and, consistent with the laws, there is a link on every one to unsubscribe at the bottom. It's not hidden, it's in plain site. I have very few
Piggish Behavior
A woman walked down the beach with a huge pig yesterday, complete with a string of pearls. When people approached her with questions, she was a real pill, apparently recovering from a personality removal procedure. When you walk with a
Get Your Hands Off Of Me
People are upset with United Airlines for dragging a customer up the aisle to evict him, but we're "dragged up the aisle" every day by banks that are charging nickel and dime nuisance fees, airlines charging for baggage (they made
Client Service 601
We've all been exposed to what I call Client Service 101, an amateurish training provided by inexpensive firms to equip phone representatives to better deal with outraged customers, that outrage being caused by deficient products, services, and/or delivery procedures. It goes
Ha, ha, an epidemic, ha, ha
I'm in Mill Valley outside of San Francisco, and in the early morning there is a news show on KRON4. It resembles the traditional "happy talk" news, but it's actually "stupid talk" news. The female anchor laughs and giggles through everything,