Archive for April, 2008

« Previous Entries

Oprah Winfrey and Eckhart Tolle talk apologies in their “New Earth” web series

Wednesday, April 30th, 2008

For someone who’s particularly interested in the topic of when and how to make an effective apology (I wouldn’t have written a book about it if I wasn’t), it was particularly exciting to see Oprah Winfrey and Eckhart Tolle respond to questions about apologies in last night’s segment of their “New Earth” web series.  The [...]

Consumer poll proves that it’s easier to lose customers’ trust than to regain it

Sunday, April 27th, 2008

A Chipotle Mexican Grill in Akron, Ohio temporarily shut down when approximately 200 patrons complained of stomach illness after eating there.  Management did everything right in responding to those complaints.  They swapped out staff from other branches, scrubbed the place from top to bottom, and replaced all of the food before reopening.  Yet, in an [...]

Grain: food or fuel? The next President may have to decide

Friday, April 25th, 2008

This is the first in my series of Friday posts describing ethical dilemmas facing our nation and the next President.  With Earth Day being celebrated this week, it seemed timely to start with an environmental issue that has serious ethical implications, not just for us but for future generations. Thanks in part to Nobel Laureate [...]

Hard social choices call for strong ethical leadership

Thursday, April 24th, 2008

After re-reading yesterday’s post, I decided that it’s time for this blog to take a different approach to the Presidential election.  While standing by my complaint about the “horse race” feel of current election coverage, I’d rather be part of the solution than part of the problem.  So, here’s the plan:   One of my goals [...]

Is anyone else sick of spin?

Wednesday, April 23rd, 2008

And they’re off! …  Since the Presidential primary season started lo these many weary months ago, I’ve amused myself now and then with the image of the various candidates, all decked out in business suits and expensive shoes, lumbering and puffing around a racetrack as the national press runs a steady commentary on who’s in front, [...]

Signs of business failure come as no surprise

Monday, April 21st, 2008

Worried about how the nation’s economic woes will affect your bottom line?  Check out AOL’s recently-posted list of companies identified by customers as most likely to fail if you’d like a quick recipe for how to avoid crashing your business.  Personally, I disagree with AOL’s decision to put Starbucks on the list.  Yes, the coffee giant [...]

Will airline mergers improve customer service? Probably not …

Thursday, April 17th, 2008

This week’s announcement that Northwest Airlines and Delta intend to merge may not be great news.  Don’t get me wrong – I’m all in favor of enhanced efficiencies, economies of scale, and all of those good B-school theories that newly-minted MBAs just love to put into practice.  I couldn’t help noticing, however, that the pilots [...]

A Word to Air Travelers: Expect Delays!

Sunday, April 13th, 2008

American Airlines’ troubles are affecting the entire airline industry.  Earlier today, I had to fly home from Florida, and was very unhappy to learn when I arrived at the airport that I had no seat on the first leg of my trip.   Please understand: I had purchased my tickets four months ago for a more-than-modest [...]

Can American Airlines apologize effectively enough?

Thursday, April 10th, 2008

The Wall Street Journal reports that American Airlines has cancelled more than 2,400 flights since Tuesday in a response to warnings from the Federal Aviation Administration that almost half of the airline’s planes could be in violation of a regulation to prevent on-board fires.  The cancellations occurred after an FAA audit revealed that American Airlines’ MD-80s, [...]

Federal court decision highlights the need for airlines to self-regulate

Sunday, April 6th, 2008

Recently, the U.S. Court of Appeals for the Second Circuit threw out a state law requiring the airlines to provide passengers on delayed flights with food, water, clean toilets and fresh air.  The New York law, which was designed to protect travelers from being trapped on the tarmac for hours on end without even the most [...]

« Previous Entries