Still reeling from my nasty affair in Boca Raton. But also reaping benefits; here's a slightly extended version of yesterday's PowerPoint on when the problem is not the problem. One additional idea: Oh my, how powerful (and, oddly, rare) a simple "I'm sorry" can be—even if the speaker has little ability to fix the problem; at least he-she is attempting to establish empathetic human contact! In my Affaire Boca the front desk manager kept blaming the problem on me! Even if it had been true, and assuming I hadn't shot another guest, that is a stupid tactic!
Before blogging became all the rage, Tom was posting book reviews and Observations (essentially early blog posts) to this site. You can find the archives below.
What we're talking about
on the front page.