Seat Training
The seat wouldn't recline in first class on AA475 from Boston to Miami this morning. The flight attendant, who we barely saw once she served meals and collected trays, told me with a straight face to stand up, face the
We’ll Get Back to You, But We Can’t Guarantee in this Lifetime
Dumb Ass Stupid Management: From Amtrack to the local pool company, you can no longer immediately reach someone or even leave a message. First, there's a minute or so on how faithful they are to Covid protocols (and, in Amtrak's or
Just-in-Time No Sale
I think that "supply chain" has become a cliché to cover lousy management and poor planning. (As has the "great resignation.") Here's the battery display at CVS, basically bare, because they don't like the costs of carrying inventory. Yet a
DASM: The GM
An "avatar" is a personification. So a leader should be an avatar and personify and represent the values near and dear to the enterprise. Maybe I'm spoiled by excellent exotic car service, but my pickup is due for routine servicing. I
DASM: The New Code for AA
American Airlines cancelled about 1,200 flights this weekend. They cited staffing and weather. Of course, all the other airlines are facing the same weather and have staffing challenges. But American, having taken money to provide a service, feels it's better
Driver: Please Leave the Packages in the Rain, Don’t Try to Figure It Out
Here are two water-logged boxes that an Amazon driver left during a rain storm, late at night. He or she was too stupid and/or lazy to try to cover them with plastic—as UPS and FedEx drivers do—or to try to find
It’s $15,000.55 Because We Also Mailed You A Letter
In "the old days" hotels provided A/V support: projection, easels, amplification, etc. Today, it's almost all handled by an independent third party. One such firm handles 90% of the venues I use. So, once upon a time, the hotel would give
Dumb Ass Stupid Management: Hey, Doug Parker, You Listening?
If the service from the greeters in the American Admiral's Club in Boston (Sept. 19, 12:30 pm) were any ruder, they'd be pepper-spraying their customers. I've been a member forever, with two million miles on their airline (and my flight
You Lie When You Say “Hello”
Well, due to unanticipated volume, I may not be able to meet your request rapidly for me to advise you for $25,000 a month. Imagine if professional services firms did that? Yet we hear it on call center lines every minute,
Endorse A Book You Don’t Know About from Someone You’ve Never Heard Of
Yet another communication this morning from a marketing person I don't know representing an "entrepreneur" I've never heard of wanting an endorsement for a book I've never seen (nor am remotely interested in). Marketing 101: If you want a favor, pick