If an apology is observably insincere, what’s the point? Politicians, celebrities, and athletes are often taken to task for pro forma or grudging apologies that don’t express true remorse, take responsibility, show recognition of the... Continue reading
Even when customers are irate, companies have another chance to make things right. Irate customers are asking for the relationship to be salvaged -- if they didn’t still want something from the company they’d just... Continue reading
It was a special lunch, and the three of us were a little excited. Daughter ordered the salmon, which impressed the waitress. I ordered the burger (Daughter’s second choice, as insurance). Spouse asked for a... Continue reading
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