How did customer-centric behavior become obsolete?

April 5, 2022
Ever feel like tearing out your hair after trying to reach "customer service?" Or after an interaction with a business that left you feeling unheard? There was a day...

When the consumer wasn’t invisible

November 15, 2016
Who among us can't appreciate a good rant that has nothing to do with politics and everything to do with nostalgia for the good-old-days? This piece recently appeared...

Please DO NOT

September 12, 2016
It's time to unload not just a pet peeve, but an entire kennel of irritation. I'll bet you share some of these. So here goes: Do not tell me you miss me unless you are...

Come on over and vent

June 5, 2015
Yes, I know. I am supposed to be above the little, petty irritations of life.  I should have a lofty view. After all, I have a blog named Heart Mind Soul,...

Definitely NOT neighborly

May 29, 2015
Our neighborhood has an online "back fence" on which neighbors chat about neighborly things.  (I know. Hey, it's Silicon Valley, right?)  Once in a while, situations...

Customer service secrets of big companies

January 10, 2015
Today I'm revealing customer service secrets that big companies don't want you to know. Did you know that many big companies have special departments to handle...

Why consultants fail

November 11, 2014
As a young public relations professional I had the luck to begin my career with a century-old company. It was a regional telephone company with a long history of...

When customer service goes right. Mostly, anyway.

January 27, 2014
In a day when many companies are placing increasing distance between them and their customers, one company that’s doing exactly the opposite stands out. That company...

Service, shaving & what we can learn from India

November 17, 2013
We're a self-service country, so it's interesting to see that in India, people engage others to do such daily tasks as laundry (see my post on the huge outdoor laundry...

Old-time pharmacies gone the way of the Edsel

August 28, 2013
I'm really lucky to be in the age group that remembers old-time pharmacists. You know, the ones that knew us, our ailments and wanted to sit for a spell and give us...

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Here you’ll find my blog, some of my essays, published writing, and my solo performances. There’s also a link to my Etsy shop for healing and grief tools offered through A Healing Spirit.


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