The Red Jacket Diaries blog

Sue Horner is a freelance writer in Oakville, Ontario, who blogs about writing, newsletters, communications and running an independent business in The Red Jacket Diaries blog.

It’s cheating to set the bar low

Have you noticed that companies seem to be deliberately managing our expectations downwards? I’ve run across this a couple of times lately : When I traded in loyalty points for lift tickets for a ski trip, the web site said it would take about two weeks to get...
Happy birthday, Barbie

Happy birthday, Barbie

Happy birthday to Barbie, who turned 50 today. Talk about a toy with legs! Whether 50 is the new 40 or 50 is the new 30, she sure looks good. And she’s got all kinds of “dream” things — dream bedroom, dream dining room, dream kitchen, dream...

Die, buzzwords, die

This week, a Toronto newspaper ran a story with a headline containing a buzzword that is one of my most detested — “win-win” — so it’s obvious the battle against meaningless phrases must continue. On our side, we have sites that make fun...

Customer service/disservice files

Is the way your company operates thinking of the customer first? Or at all? I have recent examples of two companies that did a good job and two that did not. The surprising instances of customer appreciation: Bank of Montreal: My husband and I have banked with BMO for...