When is Best Buy really the best buy?

It’s one thing to have a TV delivered dead on arrival. But what happens when it’s missing in action?

Carol Phillips recently learned the answer when Best Buy mysteriously failed to deliver her brand new high-end set on the day promised.

But not only was Best Buy honest about its failure; it eventually went the extra mile and substituted an even better model at no extra charge.
Continue reading…

Are you negotiating in good faith?

The house had been on the market for almost two years, and now the price was down. Way down.

I was ready to make an offer.

“You might want to get the roof checked out,” said the home inspector. “It looks pretty old to me.”

“Pretty old” was an understatement. Our insurance company refused to write a policy on a home with a roof that was older than eight years. The roof on the house we were about to purchase was 19 years old. Not only that, it was worn out from one too many Texas hailstorms.
Continue reading…

When did the Ritz-Carlton start running an airline?

Anne August and her husband never expected to lose their checked bag while flying to Paris from Boston on Icelandair. Then again, no one does.

But the Augusts never could have anticipated what would happen next. Not only was the bag found quickly, but Icelandair immediately compensated them right at the terminal above and beyond what’s customary.

When did the Ritz-Carlton start running an airline?
Continue reading…

Is It ever OK to lose your cool with a company?

Steve Adams is a patient man.

You have to be when you’re a 2nd through 12th-grade basketball coach. But Adams’ recent experience with his uniform vendor tested the limits of his tolerance.

By day, Adams is the vice president of a fire and life safety solutions company. By night, he runs Triumph Basketball in Dallas, a basketball club with over 350 players on 38 teams, and 11 coaches. Last fall, Adams interviewed five uniform vendors and chose Lids.
Continue reading…