Does your business reality match theirs?

If you happen to pay attention to any of the business turnaround reality shows on TV (I see them on rare occasions), you’ll know that the pattern is the same for most of them – regardless of the type of business. Typically, there are some quality and cleanliness problems, a management issue or two (or […]

Quaint is no substitute for quality

Recently, I’ve spent some time on Amtrak. It’s easy to compare the differences between train and air travel. Speed and cost are the really obvious ones and they remind me of the old consultant’s saw: “Quality, Speed or Price, choose any two.” Meaning, of course, that you can choose 2 of those, but the 3rd […]

How do you welcome them?

photo credit: Î?λενα Î?αγαρία We’ve all been there. You mosey (at least I do) into a doctor’s office for the first time and the experience is practically identical to almost every other first visit to almost every other doctor’s office. You get handed a clipboard of paper forms to fill out, as if they don’t […]

Do you complete the process?

photo credit: williamcho I like that Amazon lets me prod a publisher into Kindle-ing a book. The only problem with starting a process like the “request this book on Kindle” thing is that many businesses fail to finish what they started. For example, does Amazon notify me when the Kindle version becomes available and email […]