Apple

I needed Apple help today for a lap top that wouldn’t turn on during my vacation. When I contacted them on my iPad, they called my cell within 30 seconds. They solved the problem over the phone. No charge. Who the hell cares what their computers cost? And who wonders why their stock keeps going up?


Cutting to the Chase

I visited a new salon for a haircut, since my old salon nearly killed me with a hair dryer. At the new place, I made the appointment with the owner. It was spacious and bright, with a quite large German Shepherd roaming about. The owner chatted with me, compared notes on restaurants, offered me coffee or something harder, asked permission about the cut, and told me she wanted me to return. She told me to feel free to stop by …


Higher Tech, Higher Touch

I purchased the iPhone X because I enjoy having the latest Apple phone and I bought Apple originally at $17, the best investment in my history. So, I’m kind of loyal. The phone came with a minute set of suggestions for use, and an online tutorial. However, it also comes with an offer of a free, personal, interactive session with an expert. I made my reservation (I had dozens of times to choose from on various dates), clicked on the …


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 …