Let Me Give You Some Feedback

I had a professor at the University of Alabama named Dr. John Bickley. Dr. B was a truly extraordinary teacher, one who stays with you for years after you have left his class—not just for the in-class lessons he taught us, but for the lifelong lessons as well. For example...

Dr. B had the habit of rating his customer experiences long before it became in vogue to send out customer satisfaction surveys after each bloody phone call. He was a frequent flier and would regularly drop a note in the mail to United Airlines to tell the company what he thought of his most recent flight. It was nothing special, just a lined index card with a few thoughts jotted down on it.