DASM: Dumb-Ass Stupid Management at Citizens Bank
Citizens Bank is owned by Royal Bank of Scotland, which very nearly disappeared in the financial crisis. I've been a customer for almost 30 years, when they acquired Old Stone Bank in East Greenwich, RI. Their local branch always had
The Good Guys and the Not So Good Guys
I picked up a client at a nearby hotel and he offered to treat us to a couple of lattés at Dunkin Donuts on the way to my house. When we reached the window, the woman handed me the two
DASM: Bank of Montreal, Where I Don’t Want My Money
I was a client of Diners Club for 20 years. When it became simply another type of MasterCard, I stayed with them. I paid my bills in full, each month, for 20 years. Unbeknownst to me, Diners Club cards were taken
Wireless vs. Brainless
The National Transportation Safety Board wants to ban ALL use of phones in cars, even hands-free phones, except in the case of emergencies. (The NTSB has no enforcement power, but does have an influence on Congress.) Can someone tell me how
Leaving Canada
After delivering my keynote and a special session for an elite group of Canadian speakers last night, I caught a limo from the hotel this morning after a 5:30 am fire alarm trumped my later wake-up call. The limo arrived
Why Professional Associations Fail
I'm in Toronto keynoting for the Canadian Association of Professional Speakers (CAPS) tonight. In two weeks I'll be in Key Biscayne helping to facilitate an "elite" speakers workshop for the National Speakers Association (NSA). I've made well over 60 appearances
OH (Air) Canada! (Dumb Ass Stupid Management: Hall of Fame)
Every Canadian I speak to on the subject seems to loathe Air Canada. Here's my most recent experience: 1. Going from Providence to Toronto, the plane is listed as increasingly late until it reaches three hours. No one from Air Canada
DASM: The Big Squeeze
(DASM= Dumb ass, stupid management) The Big Squeeze Outstanding businesses attempt to improve and increase their value to customers, thereby enabling higher prices/fees and enhanced customer loyalty and referral business. But if you walk out the door these days, you’re not in any
Why Lawyers Need Consultants
The paragraph below was forwarded to me by Josh Richards from the New York Times. The story was about the kibillion dollar Los Angeles Dodgers' bankruptcy and possible purchase. You'll see the gesture made by the law firm as one
If This Is Leadership, I’m Not Following
What do airlines, banks, newspapers, speakers bureaus, and publishers all have in common? (This is not a joke, but I wish it were.) They run their businesses horribly and try to atone for it by gouging the customer, vender, or supplier. Book