Pro Rata

When owning or operating a business, it’s inevitable that sometimes, people will not buy your product or service. This might occur early in the contact cycle, or it might occur later, after ... [ more... ]

On a recent Saturday, I was out and about in Austin, Texas and came upon a dealership where a dozen or so unhappy customers were picketing with large red and white signs that said "Recall now&... [ more... ]

In 1986 Jan Carlzon, the former president of Scandinavian Airlines, wrote a book, Moments of Truth.  In his book, Carlzon defines the moment of truth in business as this:

“... [ more... ]