Monthly Archives May 2011

The incision is healing.

Who cares if you can type 80+ wpm if you hands are hurting? Carpal Tunnel.  I went in for the procedure on my drawing hand.  Scary stuff if you make your living with magic markers and a lot of Strategic Planning. The interesting part is the Thank You Note that came in the mail last week from my operation room nurses and support staff. Can you imagine that?  A thank you note for my business. Hospitals are looking down the throat of a coming judgment day that goes by the initials of HCAHPS.  This is a fancy way of saying
Continue Reading

What happens when you charge for free things

Can it be that simple? That the customer feels certain resentment about a $1.00 charge for air when the competitor is free. That the customer FEELS like they are being nickel and dimed. (Which would not be hard to do with the price per gallon of gas). When all things are equal, is there an attitude that shifts the customer’s loyalty when customer FEELS like they are being taken?
Continue Reading