What the Hell Is Wrong with Jet Blue? (Dumb Ass Stupid Management)

I normally fly only first class, but Jet Blue has the only nonstop service from Boston to places like West Palm and San Juan. I don’t like changing planes in the winter, and people convinced me that Jet Blue was quite comfortable and attentive. Based on four flights to and from San Juan (Feb. 2 #661, Feb. 9 #462 and the same flights on Feb. 9 and 25) here is my experience, I think cut rate airlines tend to have …


Alan Weiss’s Monday Morning Memo® – 1/25/16

Alan's Monday Morning Memo

There is a coffee shop in our resort hotel in San Juan where two people work at the counter. Ordering a coffee and pastry requires about five minutes for preparation and payment. It’s slower than a Dunkin’ Donuts drive-through, but faster than a Starbuck’s, in my estimation. Yesterday, a woman was incensed that she was given warmed milk in her coffee (the norm here). When she broke in line to return it, they made her a new one, but then …


Outside In

I heard someone say recently he’d be “brief” and then make a paralyzingly long speech. I notice that the “delete” and “send” buttons are often adjacent on email software programs, meaning it’s easy to inadvertently delete something you had intended to send. I receive instructions with hardware and software purchases that might as well be written in Swahili. Why? Because too many people think in terms of themselves and not their customer, client, members, or audience. They think from the …


Are You the Concierge or the Traffic Cop?

If you call the hotel concierge and he or she doesn’t help you (e.g., with boarding passes) but instead directs you somewhere (e.g., to the business center), then they are not concierges but simply traffic directors. Incidentally, just as “between you and I” is an ungrammatical, effete aesthetic in place of the correct “between you and me,” “concierge” is pronounced with a hard “g” at the end, sort of a “sha” sound. It is NOT “con-see-air,” which shows an ignorance …


Just the Facts, Ma’am

That’s what Jack Webb used to say on the famous police drama “Dragnet” as sergeant Joe Friday, who was just interested in the evidence, not opinion. The internet today provides access with great facility to billions of sources of information, opinion, rumor, and weirdness. When you’re trying to make a case for a position—whether for a client, a book, new IP—don’t merely seek sources favorable to your point of view. Seek knowledgable sources on the subject that also may change …



Will and Won’t Power

If you want to accomplish something (write a book, organize a follow-up system, create new IP)  and you don’t really know how, acquire the skills. If you have the skills but still can’t get started, you need to change your attitude (I hate calling on prospects, I don’t feel like writing)), either unilaterally or with the help of a coach. (The same principles apply to your clients, of course.) If you refuse to acquire the skills and/or change your attitude, …


Towels and Class

I’m at a luxury hotel in Puerto Rico where the staff is quite pleasant and the setting lovely. The food is good, the rooms well appointed. Yet at the pool and beach, they treat you like a towel thief. You need a special card (not your room key) to get towels, and then you have to announce their return so that your name is checked off. (After hours? Report in the morning!) Why do they treat guests as criminals who …


Are You Believing Your Own Lies?

Be careful about lying to yourself, because at some point you begin to believe it. If you keep saying you caught the winning pass in the championship game, while you were only on the bench, you will eventually think it’s true. This is what happened to Brian Williams and Hillary Clinton, both of whom claimed they came under enemy fire when they clearly did not. This is why people have to leave very respectable positions because their resume is egregiously …


Alan Weiss’s Monday Morning Memo® – 1/18/16

The market dropped an astounding amount on Friday, nearly 400 points, or about 2.3%. And over the weekend, people watched playoff football games, mourned the loss of David Bowie, were intriqued by Sean Penn’s wierd involvement with the recapture of drug lord El Chapo, and this morning are going back to work. We have a raucus presidential race, but no one is expecting tanks in the streets or a coup to be attempted. President Obama will leave office and someone …