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April 12, 2012
Services Without Savoir-Faire
Sometimes it takes a quality professional (that is, a pro in the quality movement) to call-out public relations failings, and really stupid ones at that. Akhilesh Gulati, a Six Sigma Master Black Belt on Quality Digest, does that in his post "Service Industries Just Don't Get It!" "Nickel and diming" on bottles of water and non-nutritious menus are examples from the hospitality industry. But Akhilesh roams farther, into e-commerce and insurance transactions. Why don't some business folks pay heed to what they're doing? It's PR's role to call them to account, if they care about doing things well. 

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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