customer relations

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Apology lessons from Paula Deen

Thursday, June 27th, 2013

Yesterday I bypassed the opportunity to critique celebrity chef Paula Deen’s various efforts to apologize for her past use of a vile racist epithet.  Still, this situation presents such a profoundly teachable moment that it shouldn’t be allowed to pass.  So, for Ms. Deen and everyone else who’s been watching this painful situation unravel, a few [...]

Is this the end for Paula Deen?

Monday, June 24th, 2013

Racism is ugly and the use of racist epithets is appalling.  That’s why I was saddened to learn that celebrity chef Paula Deen, who’s always been a personal favorite, admitted in a deposition to using the “n” word and (maybe) making offensive jokes.  The Food Network has dropped Ms. Deen from its celebrity lineup, Smithfield Ham – one of [...]

What are businesses doing for Earth Day tomorrow?

Monday, April 22nd, 2013

It’s Earth Day once again, and Google has outdone itself.  In its 13th Google “doodle,” the internet powerhouse has designed an interactive mini-Earth, complete with fishes, tiny birds, and a rotating sun and moon.  It’s absolutely adorable, and well worth a visit to Google if you haven’t seen it already. Trouble is, a charming Google [...]

Lose your shoes today!

Tuesday, April 16th, 2013

Prayers and good wishes are going out around our nation today to the victims of yesterday’s bombings at the Boston Marathon.  Perhaps the most tragic story is that of 8-year-old Martin Richard, who was waiting to hug his daddy at the finish line when the bombs went off and killed him.  According to news reports, [...]

Business should support same-sex marriage

Thursday, April 11th, 2013

It’s been a while since I wrote for my friends at TheStreet, but I couldn’t resist the opportunity to weigh in on a major issue pending before the Supreme Court.  The Justices are currently pondering two days of arguments for and against federal and state prohibitions on same-sex marriage.  Front and center is the federal [...]

Torture shouldn’t pass for entertainment

Tuesday, April 9th, 2013

Over the weekend, I took my daughter and a few of her friends to the Ringling Bros. circus.  I have real reservations about Ringling’s treatment of its animals but, to please my daughter, I stifled my qualms.  In terms of entertainment, the show was unexciting but adequate.  Still, we couldn’t help noticing that the elephants seemed [...]

How will businesses handle the sequester?

Tuesday, February 26th, 2013

We’re a mere four days away from massive, across-the-board federal budget cuts  that will take effect Friday unless Congress and President Obama can come to a deal on how to avert them.  Given that Congress and the President can barely agree on what day of the week it is,  I’m not especially optimistic that they’ll come [...]

When customers offend, should employees pay the price?

Thursday, January 31st, 2013

A while back, I wrote a post about restaurant servers who scrawl nasty notes on their customers’ receipts.  Well, it seems that some customers can be just as bad.  According to news reports, Pastor Alois Bell of the St. Louis-based Truth in the World Deliverance Ministries recently declined to pay the automatic 18% gratuity that Applebee’s [...]

What do cheap clothes really cost?

Monday, January 28th, 2013

There’s been another clothing factory fire in Bangladesh.  Seven workers died this time, and authorities are reportedly investigating whether the emergency exit to the Smart Export Garment Ltd. factory was locked, preventing the women inside from escaping the blaze.  This fire would be horrific enough all by itself, but the fact that it came only [...]

Why did retailers lie about bamboo?

Friday, January 11th, 2013

The Environmental Reader reported this week that several large retailers, including Amazon, Leon Max, Macy’s, and Sears and its Kmart subsidiaries – will pay $1.26 million in penalties to settle a dispute with the Federal Trade Commission.  According to the FTC, the retailers misled their customers, selling products made from fabric that was labeled as [...]

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