Over the past seven months I have flown more than anytime in my life. By midnight tonight, my roundtrip flight count will be at 23. That is 23 round trip flights in seven months and this, my friends, is the reason for why I have also had 23 colds and a twitch in my left eye.

When a business messes up we expect an apology. Sometimes we demand one. Then we choose whether to accept or reject it. Often we grade the business apology. Was it sincere? Was it sincere enough?  Why do we care so much whether a business apologizes to us?  Does it really change things?

Not so long ago, customers understood the rules. In order to be served or enter a business establishment you had to adhere to easy to follow dress codes. The rules were simple Today, not so much. If you go to London you better have clean clothing.