“Nothing can be done about it.” Phooey.

One of the readers of my newspaper column owns a bar/restaurant. Recently she told me that one of her bartenders accidentally rang in a $6 charge twice on a debit charge card. They found the mistake the next day and corrected it by reimbursing the $6 to the customer. The customer called back and said […]

More on the expanse of mediocrity

As we discussed recently, all you have to do to find mediocre anything is jump on an airplane – with a few rare exceptions – to encounter the worst of everything, including your expectations. In today’s guest post, Chris talks about the culture of mediocrity that many of us have come to expect.

Life and business control starts with systems

Many business owners would love to have control of their lives, yet they never seem to take any serious steps toward achieving that state. I’ll be the first to tell you that I’m no poster boy in this department, but just like me, if you look around, you’ll find someone doing even worse than you […]

Don’t make it hard for people to give you money

Emergencies of all forms seem to come at the worst possible times. How your business manages day to day transactions quite often makes the emergency worse for your clients. Bear with me, this story – and the lesson that goes with it – requires a bit of background discussion. Last week was crazy for me. […]

Learning from Google

Today’s guest post is a brief story in Baseline magazine about how Google treats their employees. Unless you work in an IT shop (ie: a geeky guy like me), you probably haven’t read Baseline, but I highly recommend it. It was the source of the excellent coverage of the Delta Nervous System years ago that […]

Do you send the wrong unspoken messages to clients?

What message do you send to clients when you have a live sales chat feature on your website, but no live support chat? It says to me that I am not as important after the sale as I am before the sale, which is exactly how I felt today when visiting a website whose service […]

Is your business more dangerous when injured?

An injured animal is typically a dangerous thing, especially if it’s a sizable creature. It’s especially so as they age, as they are wiser and less likely to make a mistake that will cost them dearly. This is especially so when the animal is Tiger Woods. All day long, despite an injury, despite little stumbles […]

Wedding and a funeral create a customer service mashup

Miss me? Between a wedding, an unexpected funeral (is there any other kind?), the joy of Greyhound-esque air travel, no time to post and no access to the net, the blog’s been bit dark since late last week. I’ve been in various parts of Missouri since Thursday, but I did bring you something: some fine […]