It seems I have a never-ending supply of stories from mainline companies who just can’t get their customer service act together. Here’s my reasoning for sharing them: since I try to highlight the good and innovative things companies do, it’s only appropriate that when there is a customer service failure, I call that out, as […]
Author Archives: David Peterson
Why Making Assumptions is Almost Always Wrong
I am all for ridesharing. I’ve found the cost of Ubering to the airport and back is less than parking at the airport for any trip at least three days long, and a lot less stressful. The majority of drivers are both pleasant to chat with (if you want) and get me where I need […]
I’m Not as Innovative as I Thought …
Despite my quest to look for innovation in all aspects of everyday life, I often amaze myself at the number of instances I remain oblivious to it, even when it is staring me right in the face and working in my favor. For instance, there was the time I rented a beautiful new car from […]
It Was Bound to Happen – My 1st Surly Southwest Flight Attendant
I fly a lot. So I encounter many of the good folks who keep our airplanes and airports remarkably efficient, given the number of flights, people, and bags that run through a major airport on any given day. Since I’ve moved to Sugar Land, Texas, I now wind up on more Southwest Airlines flights in […]
Making Business Meetings Unique and Fun
If you’ve followed my blog for a while, you know I periodically talk about having fun at work. I truly believe when we make our workplace fun, our team members enjoy their work and their environment more. This translates into more productivity and also transfers to our clients. Trust me, even if it is just […]
Preparing for the Worst
I attended the American Bankers Association’s Annual Conference in October in New York City. One of the sessions on the opening night was a vendor showcase, where seven presenters were each given five minutes to present their solution. There was an open bar and the session was standing room only. Now, as a professional speaker, […]
Enabling Someone to Do the Right Thing
If you travel as much as I do, you’re bound to be a frequent customer at the dry cleaners. Since my move to Sugar Land, I found a cleaning business conveniently located on my way to work; they are very efficient and have been a delight.However, upon closer inspection, a shirt of mine was damaged […]
Our Future is in Good Hands
As a frequent speaker to financial services audiences, I talk often about the future customers of financial institutions, including Gen Z, the youngest generation, who are mostly still in some form of school as I write this. So when I have a chance to interact with an actual Gen Z member, I generally ask a […]
Can We Really Trust Our Memory?
Current events have placed old memories into our watercooler conversations, and it just so happens that I have been binge listening to Malcolm Gladwell’s podcast series called Revisionist History. In season 3, he provides a series of episodes on memory. In these, he documents, in his unique professorial style, every detail fully researched yet with […]
It Was My Fault and I Quit AVIS Anyway
As a frequent traveler, I get the opportunity to accumulate travel award points. This summer, while in Colorado to teach at the Graduate School of Banking at the University of Colorado, I rented a car so I could travel up to the mountains to fish and visit with friends. Since I had many American […]