customer relations

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Are Black Friday deals really to die for?

Tuesday, November 29th, 2011

The Christmas shopping season is upon us once again. Black Friday - the biggest shopping day of the year - proved to be a massacre as retailers nationwide opened their doors on Thanksgiving night to give their customers a jump on holiday deals. YouTube is crammed with footage of shoppers behaving badly, rioting [...]

Thanksgiving first, please!

Monday, November 21st, 2011

Okay, I know that times are tough and retailers are scrambling to make a little money this holiday season, but my trip to the mall this afternoon was really disheartening. Glitzy red and green decorations abound, special sale prices are posted everywhere, the radio is blaring Christmas music, and the pressure to buy, buy, [...]

With 7 billion people on Earth, we need a new model for economic growth

Tuesday, November 15th, 2011

Okay, it’s official. According to the United Nations, the Earth now has over 7 billion people on it, which means that the global population has roughly quadrupled in the past 100 years. And it’s not as though that number is going to decrease anytime in the foreseeable future. Although birth rates are [...]

Why would anyone partner with Smithfield Farms?

Friday, November 4th, 2011

Departing from my Friday series on keeping your business out of court, let’s turn to a story that’s making headlines today. The Huffington Post reports that The Humane Society of the United States has filed an SEC complaint against Smithfield Farms, the company that supplies pork for McDonald’s McRib sandwich. HSUS alleges that Smithfield [...]

What’s in your landfill?

Wednesday, October 19th, 2011

It’s always a pleasure when a reader’s comment inspires me to respond in a new blog post. Tim’s comment on my post last week honoring Steve Jobs for his work at Apple got me thinking. Jobs was never known for his philanthropy and he certainly bruised some feelings over the years. So, [...]

Disclose conflicts of interest

Saturday, October 15th, 2011

Resuming my Friday series on keeping your business out of court, let’s rip and read from recent headlines. The Wall Street Journal is a wonderful source of information about businesses that let greed drag them right into expensive litigation. Today’s example comes from the banking industry - no surprise, I admit - but [...]

A Loving Tribute to Steve Jobs

Thursday, October 6th, 2011

Oh, it’s a sad day. Steve Jobs, founder of Apple Computers and re-inventor of Pixar Studios, has succumbed to a rare form of pancreatic cancer. The news is full of tributes and remembrances, and I’d like to add mine here.
There are many reasons to praise Steve Jobs. He was a visionary who [...]

It’s amazing what can happen in 103 years

Wednesday, September 28th, 2011

First, let me apologize to my readers for failing to post anything new in the last while. A family problem has taken up a great deal of my time and attention, and something had to give. I’m deeply grateful that you read my posts, and hope you’ll continue to do so. I’ll [...]

Tell your customers what they need to know

Monday, August 15th, 2011

Over the weekend, I had occasion to take my daughters to the “Build A Bear” store for a birthday celebration. The shop is in Tyson’s Corner Center, a Northern Virginia mall that’s grown to the point where it occupies two massive tracts of land about 1/4 mile apart. Not wanting to drag little [...]

Solve known problems!

Friday, August 12th, 2011

Continuing my Friday series on keeping your business out of court, let’s focus on a mistake that many businesses make. Here’s where the trouble starts. Something bad happens - a visiting vendor falls on a broken step, an employee is bullied by a colleague, a customer’s complaint goes unaddressed because of an unnoticed [...]

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