John Brandt's “On Leadership”
Customer Service From Hell
Where saying "sorry" means never having to solve a customer's problem.

Things I learned about business last month when a major carrier (we'll just call it Hell Air) lost my luggage:

The fact that you spend a lot of money on security, information technology and call centers doesn't mean that you are actually helping customers. My bags -- checked in, bar-coded, X-rayed and inspected -- somehow magically vanished during a two-hour layover. I know they evaporated into thin air because despite Hell's airtight security and crackerjack tracking system, there was no trace of them:

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