Brian Gongol Show on WHO Radio - September 19, 2010

Brian Gongol

One of the best letters of customer complaint I've seen in a long time. It's great because it employs humor, cites specific examples of disappointment (with pictures), and expresses the hope that the customer won't be similarly disappointed in the future. It offers the company (in this case, an airline) an "out" -- that is, it gives them the opportunity to try to do better in the future. The best customer is one who shares exactly how and why they're disappointed, giving the company the chance to keep their business rather than simply losing it forever.

I still want to know why so many people are so eager to return to some mythical past that never was. Just take a look at some classic magazine ads and ask whether we shuold be so quick to romanticize the days of widespread male chauvenism and over-the-counter cocaine sales.

Great news from the Progressive Automotive X-Prize: We now have several examples of production-ready cars that can get 100 miles to the gallon of gas. Does everyone need that kind of mileage? Nope. But we don't all travel at supersonic speeds, but still benefit from the science and technology behind jet engines.