Our baby boy is growing up fast and the time came this past weekend to purchase a high chair. We headed over to Babies R Us but our first choice was out of stock. The employee we spoke with told us to visit Toys R Us because they frequently stock similar items and that they would accept our … [Read more...]
Acronyms Obfuscate Your Company
We recently traveled to Raleigh, North Carolina to visit with family. While driving around, I kept seeing buildings with no other markings but a simple sign: "BB&T." ob·fus·cate (defined by tfd.com) 1. To make so confused or opaque as to be difficult to perceive or understand 2. To … [Read more...]
Live Up To Your Recommendations
My mother-in-law recently had some new blinds installed in her home. A friend of hers highly recommended a particular company that had done a great job at her home. Unfortunately, the installation for my mother-in-law was rife with problems, delays, and broken promises. A recommended service should … [Read more...]
Setting Delivery Expectations
My wife and I joined online DVD rental service Netflix a few months ago. Overall, I've been satisfied with the experience and their prompt delivery of DVDs. I'm sure it helps that they have a distribution center here in Austin! Shipping Your company may sell products to customers and ship them … [Read more...]
Provide Quick Email Mailing List Removal
A few months ago, my wife bought some flowers through 1-800-Flowers and used my email address. Since then, I have been getting spam email from them almost every other day. They try to follow one of my guidelines for a successful newsletter by having a "remove me" link at the bottom of the email. … [Read more...]
Big changes at your company? Reassure customers!
I saw on the news the other day that Delta Airlines was filing for bankruptcy. My first thought was "Oh, no! My frequent flier miles!" I've been building up my SkyMiles for years now and would be sad if I lost them overnight. At the time of the bankruptcy news, I was also holding a previously … [Read more...]
Book Review: Freakonomics
Buy Freakonomics Freakonomics, written by economist Steven D. Levitt and journalist Stephen J. Dubner, takes an unorthodox view at some questions you've probably never asked. In so doing, they explore "the hidden side of everything" as the book's subtitle states. Although the authors claim at … [Read more...]
Do not respond to this email!
I talked the other day about iStockphoto's reminders to use previously purchased credits. While their timely reminders were helpful, I had one grievance with their email content. Near the end of the message they state (emphasis is mine): If you have any questions please feel free to contact us … [Read more...]
Be Sensitive to Current Events
As hurricane Rita rumbled toward the Texas coast last month, my wife and I were worried about its effects here in Austin. Each day of that week as the hurricane approached, I'd come home and turn on the news to see the forecast. On one of these days I caught a piece of the game show "Jeopardy" as … [Read more...]
Replacement Policy: Sweat the Small Stuff
We bought a ClosetMaid shelf for our garage a few weeks ago. When I brought it home and started installing it that Saturday, I realized the package was missing a small part. The absence of the little metal anchor clip didn't prevent me from completing the project. However, I still wanted the … [Read more...]
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