Why the Police Should Run Dunkin’ Donuts

I called the police department in Providence to find someone, and received very courteous help. I called the deputy jury commissioner about being called to serve on a grand jury, and received very courteous help. I went to the local Dunkin’ Donuts and (again) when I got home the order wasn’t correct. The Dunkin’ Donuts owner here has also banned employees from providing free, broken donuts or biscuits to dogs in the cars because he claimed to be “losing his …


Maybe I’ll Just Stay Where People Are Polite: Dumb-Ass Stupid Management

Nassau has pre-clearance for the US, one of the relatively few places you can do this. So we went through Bahamian formalities and then Global Entry. Every Bahamian official was pleasant and friendly (as was the case arriving). The US immigration agents chatted, while they made Global Entry people wait, then we were questioned quite rudely. You’d think, with a cushy spot like Nassau, the immigration people would be in a good mood. Why do you work in a job …


End the Madness

If California can legislate that women must be included on all board of directors, can they also demand Hispanics, or gays, or disabled, or under 40 and over 60? Can they also set limits, such as no more than three people of European descent? Will DNA be required? Would an Hispanic woman under 40 fill three requirements, or just one? I’m just asking….


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 …