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Rotten service.

I’m pretty sure that, like me, you can probably count the number of products and services that truly surprise and delight you on the fingers of one hand. (Truly Chocolate in Munich is one of mine.)

That’s bad enough.

What’s worse is when a company surprises and disappoints their customers. Which is what happened to me this morning.

@Marketcircle, creator of Mac-specific project management tool Daylite, emailed me out of the blue to tell me that the cost of my subscription will be increasing by a third, effective immediately.

No explanation.

No announcement about new added value that might justify the increase.

Just a statement that the price is increasing and an arrogant assumption that I will accept it without question.

It’s not about the money. I won’t even notice the increase financially.

But I don’t want to be associated with any business whose management is incompetent enough to think that this kind of approach to “customer service” is acceptable.

A question for you: Are you taking your customers for granted?

If you want to discuss ways you could start surprising and delighting your customers, drop me a line at

In the meantime, if anyone wants to recommend a new project management tool for me, I’m all ears.

Copyright, Hamish Mackenzie 2022

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