July 22, 2013
Tell Me What You Do Want
For many years, I’ve frequented a hot dog diner in Natick, MA called “Casey’s Diner.” I first discovered Casey’s about six months after I moved…
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customer service
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March 8, 2013
Why I Answer Customer Service Phone Calls
If you’re a Punchbowl user and you need help, you’re likely to click on the “Help” link on the bottom of every page on the…
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May 21, 2012
What Every Entrepreneur Can Learn from DollarShaveClub.com
A few months ago, the entrepreneur/tech world was rocked by the awesome launch of DollarShaveClub. Like many of my peers, I was excited about the premise…
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June 13, 2011
Are You a Hot Dog Stand or a Hotel?
During a recent conversation with one of our partners, I wanted to illustrate a point about pricing. So I asked a simple question: “are you…
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February 28, 2011
The Customer is NOT Always Right
As the CEO of a start-up, every week I spend some time answering customer service emails. One of the things that continues to surprise me…
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November 1, 2010
Stupid Pricing
As an entrepreneur, one of the things that bothers me is when I see another business using stupid pricing. Let’s start with a simple example….
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October 18, 2010
Find Customers Willing to Pay the Premium
For many start-ups (and many companies) one of the primary goals is to find customers who are willing to “pay the premium.” Customers that pay…
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August 2, 2010
Free Cake! A Story of Remarkable Customer Service
From the very beginning of Punchbowl, I made the decision to try and stand out from the competition by offering remarkable customer service. Since the…
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