Did you know?

If you’re a regular reader of this site, you probably think you know a lot about the advocacy work we do here every day.
Read more “Did you know?”

No, you’re not entitled to that. Here’s why.

Can we talk about entitlement?

I know you want to. I see your comments on this site. Many of you think the readers who run to us for help have, as you put it, “entitlement issues.” Read more “No, you’re not entitled to that. Here’s why.”

These 5 magic phrases could solve your next consumer problem

Is there a magic word or phrase you can deploy for a lighting-fast, foolproof, 100 percent certain resolution? I’m asked that question often.

The answer is yes: please. Read more “These 5 magic phrases could solve your next consumer problem”

Why we have comments – and why you should care

If you’re a regular commenter on this site, January sure was an interesting month for you. It was for me.

We started by declaring war on snark and concluded with perhaps the biggest story of the new year, which happened to be about a company that repeatedly referred to its own customers in an obscene way.
Read more “Why we have comments – and why you should care”