Dumb Ass Stupid Management: Please End the Interrogation
I've been receiving surveys from places from which I purchase stuff on the internet. I'm sure you do, too. The surveys are far too long, are always "forced choices" (rate us on this scale), and are non-intuitive. I'm constantly told
Memo to Doug Parker, CEO, American Airlines (DASM)
Dear Mr. Parker, I'm a two-million miler on your airline and a full-fare fist class passenger. I routinely hand out recognition slips you provide me to the crews because the cabin service is usually terrific. But you have a very unfortunate
DASM: Pitney Bowes
Pitney Bowes has the distinction of being a repeat winner of the DASM Award. I returned from Florida and found a form letter from Pitney Bowes, along with $700 in legitimate charges, saying that I owed $20 for more than 45
DASM First Place Award for 2017!
I'm please to announced the winner of the Dumb Ass Stupid Management Award for 2017. Despite the multiplicity of candidates, my criteria covering disregard of customers, arrogance, greed, and cluelessness have demonstrated that one company exceeds all others: Mont Blanc. I
DASM: Not All Rides Are the Same
I am not making this up. I arranged through the concierge of the W Times Square Hotel to have a car pick me up at Penn Station and take me on some errands and then to the hotel. The driver was
How About Lending Me A Catalog?
I like to thumb through the pages of catalogs while I watch football. Since I'm building a huge, new train layout, I asked my favorite supplier for their hard copy catalog. "We've distributed all of them, you'll have to browse online,"
DASM: Small Business, Small Minds
About every five years we need major work done on our outdoor pool, which is quite large (75,000 gallons). As usually, I asked our pool company for an estimate, which seemed reasonable. We're talking about $50,000. Just for the experience (and
Just Dumb Ass Stupid
Someone I've never heard of by the name of Howard Stein write me to tell me that "my logo is awful, low grade 1970s" and that if Bentley used such poor practices you'd never know you were the owner of
Shut Up and Let Us Eat
We dined in Ocean Prime last night on the Boston harbor, one of my favorite places for steaks. We had maybe the finest bone-in filet we've ever had, and I sent that message to the kitchen. The drinks and wine
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