Bill Kalmar
As the holiday season approaches, several inevitable occurrences will try our patience. Along with people jostling in lines, the NASCAR-like jockeying in the parking lots, out-of-stock...
Bill Kalmar
As the cool, crisp air of autumn begins to make its annual appearance here in the Midwest, and the trees on country roads are aflame with color, it’s time to make some wardrobe decisions. Should I...
Bill Kalmar
Conversation at a business luncheon tends to be focused on work. The meal and service are secondary concerns. Still, clumsy service or a poorly prepared meal can ruin a productive business meeting,...
Bill Kalmar
Rather than travel to Pamplona, Spain, for the annual Running of the Bulls, one need go no further than the parking lots of many U.S. companies. Here people described in many company...
Bill Kalmar
Being retired affords one the opportunity to relax periodically in a hammock on a hot summer afternoon, doing a crossword puzzle and contemplating quality and customer service. While trying...
Bill Kalmar
In a recent Volkswagen Jetta commercial, a pleasant conversation between two friends is abruptly interrupted by a horrific accident. Fortunately there are no injuries thanks to the air-bag...
Bill Kalmar
In 1957, the Soviet Union launched the world’s first orbiting satellite, Sputnik. This elliptical sphere the size of a basketball took 98 minutes to encircle the earth and emitted a...
Bill Kalmar
You see and hear them everyday--signs and commercials heralding “Customer service is No.1,” “We treat you like family,” or “The customer is always right.” The other day I came across a particularly...
