Pleased to Meet You

The guys who set up the continental breakfast for my meetings at the Times Square W Hotel these last two days introduced themselves to me and shook my hand. They were Claudio and Cyrus. They’d ask if everything was okay and were immediately responsive if I asked for anything at all. That is a trait more valuable than a frequent guest program, or a room amenity, and is a sign of good management hiring good people. That’s why I keep …


Jet Blue Is A Class Act

Just received (I flew Jet Blue from Ft. Myers to Boston on Friday): Thank you for choosing JetBlue. The following credit has been applied to your Travel Bank account number: XXXXX Service Credit: InFlight Entertainment 15.00 We‘re sorry that DIRECTV® service didn’t work during your flight—we know this is one of the many reasons our customers choose to fly with JetBlue. Please accept our sincere apologies and this flight credit for the inconvenience you recently experienced with us. This credit, which …


Kudos to Kensington

I use a Kensington trackball on my desktop. I downloaded the new Sierra operating system on the Mac, and the trackball didn’t respond correctly. I called Kensington’s number, was connected to technical help inside of a minute (a woman in India), who walked me through a discard and install in the next five minutes. I’m impressed by that kind of excellent customer service.


Kudos to Virgin America (again)

Part way across country on Virgin America 365, Boston to LAX, with another world-class, 1st class experience. Best domestic airline in the skies, another great flight attendant, excellent food, superb legroom—all on an A320. They simply know how to do it, and the rest don’t.


At the Mandarin Oriental Miami

Aside from the fact that this hotel has one of the best suites in Miami with a huge, sweeping balcony, here’s why I come here: • The maid realized that I read a booklet during Lent that’s next to my computer, so she placed a bookmark in it so that I would be on the right page each day. • She also realized I had smoked a cigar outside, so she provided ash trays. • The staff greets you in …


The Ragin’ Cajun

James Carville was my guest yesterday at my annual Thought Leadership Conference at the Four Seasons in Palm Beach. He is a fast-talking, straight-shooting guy who goes full bore, start to finish, and he joined us for dinner, as well. I asked him why Barak Obama, elected amid speeches between Doric Columns and Greek Porticos, with a rock star excitement in the audience, is now shunned by members of his own party seeking reelection in states he originally carried. James …


We Get Letters….

From Mike Siversten in response to my Monday Morning Memo® on education, which can be found archived on this blog:   Good afternoon Alan,   John Taylor Gatto was an education reformer and revolutionary who was named New York City Teacher of the Year in 1989, 1990, and 1991, and New York State Teacher of the Year in 1991. His open resignation letter was printed in the WSJ in 1991. Have you heard of him? He wrote several influential books, recorded numerous …


Hightailing It Back

Here’s what gives you renewed faith (relative to a rude response from Hightail): Hi Alan, Nope.  I’m not proud that we made your blog, but after reading the dialog that you had with Lornel, I’m there deservedly.  I actually felt a little nauseous reading through the thread.  I’m taking action with that team to ensure I don’t make anyone else’s blog J I see that Kelly has already followed up with you.  I double checked and it appears that the bug …


John, Redux

We returned to one of our favorite restaurants in Naples (or anywhere else), Cafe Lurcat. I’ve taken groups of people here, and my wife and I decided on a private dinner. We asked for John, the best server I’ve ever known. I’ve written about him here before. John takes an interest in every person with whom he works, while handling a variety of tables. He’s never rushed, but somehow coordinates more activity than I care to think about. His advice …


Chase Scores

Last week I noticed two small charges on my Chase MasterCard bill which didn’t look right. Sure enough, they were “pond scum” charges: Internet sites that trick you into a subscription, hoping to charge thousands of people a small sum for months until they catch on. (My wife sent someone a greeting card and now was charged $3.99 a month for the “benefit” do doing it again whenever she pleased. The Chase system was awful. Dozens of prompts intended to …