Lowe’s finds 13 ways to undermine customer experience in a single transaction

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Customer service usually sucks. That’s not news. So I reserve my commentary for companies that manage to screw up in more interesting ways. That’s what Lowe’s just did. It not only failed, it failed 13 different times in one transaction. And it’s worth reviewing, since nearly all of those failures are due to the same … Continued

Irrational arguments

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Let’s use a mathematical proof to understand the irrational, irrelevant, and distracting ways that people argue these days. Proof that the square root of two is irrational If you are math-phobic, be assured that the argument below is relatively painless. You might even enjoy it. The square root of 2, which we write as √2, … Continued

I love Tesla. I hate Elon.

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I love my Tesla cars. But Telsa CEO Elon Musk has become increasingly unhinged of late, and I have serious problems with him. What to do? Maybe some “I love Tesla, I hate Elon” swag would make us Tesla owners feel better. How did this happen? Here’s the story. Teslas are terrific cars I bought … Continued

Should workshops cost more in person?

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For the first time since February of 2020, a potential client asked me for a workshop delivered in-person, rather than through a videoconference. I’m going to have to charge more. But it’s an interesting question if the client is actually getting more value from the in-person session. Some quick history Before 2020, I delivered my … Continued

23 ways to differentiate your nonfiction book

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Is your book the same as other books on the market? If so, why are you bothering to write it? Every book needs to be differentiated. Every book needs a superlative. It must be the first, best, biggest, most comprehensive, most practical, most intriguing, or best illustrated book of its kind. This is not something … Continued

“All in for Jesus” doesn’t belong in a polling place

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I voted in a new polling place yesterday, in my new community of Portland, Maine. The polls were in a church. And the church wanted me to embrace Jesus. Many polling places are in churches. In this case, the building was actually a gym attached to the church. What surprised me, though, was that in … Continued