customer service

World Trade Center terror scene
Marketing to a Terrorized Society

Most recently, a shooter, with no obvious motive, opened fire on the congregation of the First Baptist Church in the sleepy little town of Sutherland, Texas.  Before that, the world witnessed a terror attack on bike riders and pedestrians in New York City. In my...

milk and fruit
Defective Parts and Sour Milk

Home Improvement Fiasco - Shopping at Lowe’s has always been a ritual for me and my late husband, Gene. We could always find what we needed for our home improvement projects and browsing the isles was fun for we project junkies. However, my most recent...

beauty shop
What Ever Happened to the “Beauty Parlor?”

At the risk of being perceived as a stereotypical “codger” who laments the loss of the “good ‘ole days,” lately I can’t help but wonder: “What ever happened to the Beauty Parlor?”  It has disappeared!  It vanished along with drive-in theaters and those special umbrella...

cable tv parts
Working for your Phone Company without a Paycheck?

Back in the 1990’s, I took a course on quality process management as part of my product management responsibility for AT&T.  The ideas presented seemed innocuous enough at the time, but looking back I can see how the process gurus were setting the groundwork for...

locked deer horns
When good business goes bad…

There are times when you and your client are going to disagree.  If you have developed a good relationship before contract signing, chances are you can weather the poor climate that may occur in the midst of your working together.  However, there are times when...