Survey questions – don’t make them mandatory

I just closed my account. (Nothing wrong with I use Quicken and so I didn’t really need it.)  In their confirmation email, they gave me the standard “We hate to lose you as a customer. Would you mind filling out a survey to give us feedback?” OK – I’ll take a couple of […]

Don’t Surprise your Customers

So yesterday, I had a small printing job that I uploaded to Kinko’s. (It will always be Kinko’s to me, no matter what FedEx decides to call it.) I’ll spare you all of the details, but – when I went to pick it up, I found out that they had printed my black and white document on […]

Eat your own Dogfood

I spent the day helping a client set up a software system to help them keep their bank accounts reconciled. It was a ridiculously frustrating experience. The idea behind the software package is that now that most banks have web sites where you can download a file containing the account activity, it should be simple […]

After reading Liberal Fascism: Where do we draw the line?

I’m just finishing up reading Jonah Goldberg’s book, Liberal Fascism.  I thought it was very informative and thought-provoking book.  (I’m a conservative who has subscribed to National Review for many years, so that’s not really a surprise.) It got me thinking a lot about “the individual” vs. “the collective”, which is basically the relevant battle. As […]

Be patient

A short write up about me was in the Birmingham Business Journal the other day (you can read it here).  Shortly after it came out, I got the first – of what will probably be many, if history repeats itself – calls from someone who – now that they knew a little bit about me – was selling […]