The Good Guys and the Not So Good Guys

I picked up a client at a nearby hotel and he offered to treat us to a couple of lattés at Dunkin Donuts on the way to my house. When we reached the window, the woman handed me the two cups. “Can I have a tray, please?” I asked. “No, we’re all out,” she said. “Well, why don’t you tell us that when we order? What if I were alone or needed four coffees?” “I guess we’d find a box …


Steve Jobs Leaves Apple CEO Role

With the announcement by Steve Jobs that’s he’s giving up the CEO role, Apple’s stock will probably take a hit today. The only real reason will be perceptual and emotional, since his successor is a proven talent and the Apple pipeline is full of new products. I doubt investors are reacting to something that they think happens five years or more from now. Let’s hope I’m wrong, but after-hours trading had the stock down by several dollars last night. The …


Copy That

I’m totally revamping my den/office, and I’m finally off the card tables and into about 75% completed digs. On the way to dinner the other night, on a whim, I said to  my wife, “Let’s stop at Best Buy and see if they have a copier/fax/scanner gizmo that will work wirelessly.” My son-in-law urged me to look at these and get rid of the three huge pieces of equipment taking up so much room (copier/scanner/fax, color printer, laser printer) in …


Why Apple Is So Good

I had a minor quality problem with my Apple TV downloads. I sent an email to Apple. They refunded all my money for both series I had purchased (which can still be watched, the color is just a tad off), and when I thanked them for their responsiveness and generosity, they sent me this: Dear Alan, You’re very welcome. I’m glad to hear that the issue has been successfully resolved. Nothing makes Apple happier than to hear that we have …


Amica Rules

We’re insured (house, cars, personal property, liability, etc.) by Amica, a Rhode Island-based firm that I think is the best in the business. Today they sent a letter explaining that an error in the rate created a lower insurance premium on my homeowner’s policy than should have been the case. I braced for the added amount due. The letter went on: “We understand you trust us to provide you with timely and accurate policy information and we value your loyalty. …


Delta Redeems Itself

After a long delay, and lambasting Delta several posts ago and on Twitter, they have responded quite well. Mr. Anderson, referred to below, is the CEO. Credit where credit is due: Dear Dr. Weiss: RE: Case Number XXXXXXX Thank you for alerting Richard Anderson to the unsatisfactory customer service you encountered at Minneapolis/St. Paul (MSP) on May 29. Richard has asked that I extend his personal apology, on behalf of Delta Air Lines and our Delta Connection Carrier, Mesaba Airlines, …


Hail to the Chief

On a dark, back road of Nantucket, we had a nighttime encounter with a flatbed truck driver who was pretty obviously drunk. The details are unimportant, but the guy got out of his truck, shouting obscenities, and ran after us because I used my high beams to see if I had enough clearance to get by. (Chasing a Bentley on foot is one indication of possessing a high blood/alcohol rating.) When we got back to the inn, I called the …