A Black Eye for Black-Eyed Susan’s (Dumb Ass Stupid Management)

The woman taking names at Black Eyed Susan’s in Nantucket in the morning (they don’t take breakfast reservations) was so rude, so ugly to people, so obnoxious, that we walked away and didn’t come back, the first time we’ve missed breakfast there during our visits in over a decade. Owners need to shop their businesses. The food there is still excellent, but it’s excellent in a lot of places and those places have polite employees.


Oh, Fendi, Oh Fendi, Why Offend Me? (DASM)

I had an Armani overcoat that was so impressive it made me look decent. After seven years, a pocket ripped. So I took it to Armani in New York to see if I could get another one  like it. They told me that the pocket shouldn’t have ripped, and provided a replacement of a $2,500 overcoat after seven years. That’s prelude to my story, every ounce of which is true and unembellished. I never look at price tags. I don’t have to, …



Dumbass, Stupid Management at the Setai Hotel, Miami

I was investigating a meeting for 25 people at the Setai Hotel in Miami, along with a large suite for myself. They quoted the suite price, but told us (Amex and me) that their event planner was away and we’d have to call her back in 11 days upon her return. I cancelled the suite and will go elsewhere. This is an approximate $25,000 or more loss in revenue, not even counting participant sleeping rooms for those staying there. This …


Dumb Ass Stupid Marketing

Somebody by the name of Peter Winick from “Thought Leadership Leverage” sends me unsolicited spam about—wait for it—how to market my new book (which I’ve just begun writing for Wiley) because I probably don’t know how to exploit it. Specifically: “By contrast (to my own efforts) authors with whom I’ve had the pleasure of partnering have leveraged their books into full-fledged businesses. I’d like to help you do the same.” Wow, I’ve never thought of that! So, obviously, this is …


Dumb Ass Stupid Management: Please End the Interrogation

I’ve been receiving surveys from places from which I purchase stuff on the internet. I’m sure you do, too. The surveys are far too long, are always “forced choices” (rate us on this scale), and are non-intuitive. I’m constantly told to go back, i did something wrong or failed to answer one of the questions. The result is that I trash them.  Besides, most people who take the time to answer surveys self-select. That is, they are either very happy …


Memo to Doug Parker, CEO, American Airlines (DASM)

Dear Mr. Parker, I’m a two-million miler on your airline and a full-fare fist class passenger. I routinely hand out recognition slips you provide me to the crews because the cabin service is usually terrific. But you have a very unfortunate policy which I encountered yet again today. I flew AA1553 from Miami to Boston out of Gate E6 at 2:20 pm. I arrived from your club a few minutes before boarding and sat next to an elderly, very overweight …


DASM: Pitney Bowes

Pitney Bowes has the distinction of being a repeat winner of the DASM Award. I returned from Florida and found a form letter from Pitney Bowes, along with $700 in legitimate charges, saying that I owed $20 for more than 45 days and if I didn’t pay it immediately they’d turn it over to a collection agency. I’ve paid this company thousands of dollars a year for 30 years, and this is their bureaucratic, customer-loathing response to a charge that they …


DASM First Place Award for 2017!

I’m please to announced the winner of the Dumb Ass Stupid Management Award for 2017. Despite the multiplicity of candidates, my criteria covering disregard of customers, arrogance, greed, and cluelessness have demonstrated that one company exceeds all others: Mont Blanc. I had purchased a $1,000+ Mont Blanc roller ball in Europe. The same model is sold in the U.S. It is quite common. One day while changing the refill, the lower segment of the casing disappeared. Some day I’ll find …


DASM: Not All Rides Are the Same

I am not making this up. I arranged through the concierge of the W Times Square Hotel to have a car pick me up at Penn Station and take me on some errands and then to the hotel. The driver was from India. His accent was so thick that he was unintelligible. I couldn’t find him outside the train station because he seemed to say he was in mid-block when he was at the end of the block. I’d tell …