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How to Try to Get What You Want from IT

Whichever software platforms and development methods an organization relies on, the features and functionality that users want aren’t always available. As the Rolling Stones song goes, “if you try sometimes, well, you might find /... Continue reading

Nice Service If You Can Get It

On Thanksgiving morning, at the Hampton Inn in South Kingstown, RI, my teenage daughter dropped an earring into the sink drain. I consulted with the extremely pleasant young woman at the front desk about it,... Continue reading

How Service Apologies Backfire

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