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Let’s Beat World Hunger
Just back from my whirlwind tour to Australia. Above all else, this was the message that resonated most while there. The people I spent time with – at Zambrero (Mexican with a Mission) are singularly...
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Come Fly The Friendly Skies
I have always been motivated by airlines. They so often treat their customers horribly, under the guise of “safety first”. I’ve been the recipient of that treatment perhaps more than my fair share,...
View Article“You’ll Have to Speak to an Agent”
Pleasing customers. Especially when something has gone wrong. It seems like it should be so simple. But it never is. I listened with horror last week as my brother Doug sat on hold for dozens of...
View ArticleOh (Air) Canada…
“Breathing”, my wife Maggie texted me the other night. I had asked her about a strange and very large charge to Air Canada that had flashed an alert on my phone. When I dug in, she was on the phone...
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Amtrak Lake Shore: Chicago –> Boston
Amtrak Lake Shore Limited – January 2015 I’m not sure why Amtrak adds the work “limited” to the name of this train line… perhaps if you are stuck in coach in a seat – which actually has quite a lot of...
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