Not too long ago, I received a call from Joe, a long-time reader in Philadelphia who needed immediate attention. It’s always good to get a note, tweet or phone call from a reader — but this one nearly took my breath away.
“I need to cancel my subscription!” he said. That was it, no ‘Hello, this is Joe,’ or ‘Good afternoon, is this Rick Damato?’ I thought to myself: How do I respond to this guy? And what happened?