One fine Monday I tasked myself with purchasing a software package called Adobe Acrobat Professional to increase the productivity of our small business. This simple task ended up taking over an hour of my time on a busy Monday, has yet to be resolved over 48 hours later and left me flummoxed at the level […]

Enter the Pissed Off Scale: a new way of quantifying the degree at which customers can be dissatisfied. Suppose we want service for something that we just want to get over and done with. Perhaps it is getting a tax return completed from your accountant, getting reimbursed, getting a reservation, an installation, a status update, […]