HP: Hardly Promising (Dumb Ass Stupid Management)
I love Apple computers and HP printers. But trying to set up a new one is just a huge time dump. The "automated" systems don't work, and the automated instructions are contradictory: "Now have your printer join your network." Response:
Dumb Ass Stupid Management: The Restaurant Industry
Look, I'm just a humble consultant eking out a living for my family. I only have three advanced degrees, I didn't have time for more. And I've just worked with about half the Fortune 500, I never did work for
Dumb Ass Stupid Management: Why Don’t You Just Bring Me A Drink, Instead?
Almost all airlines engage in the horrid practice of hawking credit cards while you're trapped in your seat at 36,000 feet. Maybe the flight attendants receive a commission on sales, because the pitch is often five minutes or more during
We Don’t Need Stars Here, Just Members
I've appeared at many chapters of professional organizations of which I am a national or international member, for free. I usually don't even charge travel expenses. I've helped them raise tremendous amounts of money through my appearances and offering seats
Dumb Ass Stupid Management: Excuse Me, But I Have an Excuse
Why is the restaurant on the far corner doing well with sufficient staffing, while the restaurant on the near corner closes two nights a week because of poor staffing? Why is one carrier cancelling flights due to bad weather, but
Not Seeking New Business, Please Go Away
The coffee shop was closed, so I got back in the truck with the dogs to find another place. But suddenly the door opened and a woman signaled me to enter. "You're a bit late, this morning!" I said with a
Dumb Ass Stupid Management: Customer Manipulation
Have you noticed that several major companies are sending out their bills with very short due dates, perhaps ten days away, and then follow up immediately if you're "overdue"? They then send you message that there are problems with the
If Customers Just Weren’t in the Way
The difference between front-line operations and backroom operations in many companies is that the former interact with customers all day and understand the impact of the products and services, while the latter interact with themselves all day and focus on
DASM: Why There Are No Mirrors in the Executive Suites
Now is that time of year when football owners whose teams didn't make the playoffs begin firing coaches and seeking replacements. And why not? Because those fired coaches couldn't win with the players the owners hired and the better players
Feedback? You’re Sloppy. Second Opinion? You’re Late.
Have you noticed that merchants, online and in reality, have become like dogs desperate to be petted? What I mean is that I get a survey begging me to comment on how great a supplier is five times a day.