John Goodman on Muck Rack

John Goodman

Alexandria
As seen in: Variety, Informa, Foreign Affairs, CMSWire, Santa Barbara Independent, JD Supra, The National Law Review, Lexology, WARC, Noozhawk and
Author of Strategic Customer Service 2nd Edition 2019, also Customer Experience 3.0 Both on AMAZON! Vice Chairman of Customer Care Meas & Consult
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Articles

The Gross Disproportionality Exception to Construction Damages

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By John Goodman
| JD Supra
The usual measure of damages for breach of a construction contract is the cost to repair the defects or finish the incomplete work. But what if the cost to repair or compete is grossly disproportionate to the value that the additional work would create? In that case, some courts will instead measure damages based on diminution in value of the defective or incomplete structure. The West Virginia Supreme Court examined the so-called “gross disproportionality rule” last week in Corotoman v.
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The Spearin Doctrine: Owner Responsible for Defective Plans in Dispute with General Contractor

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By John Goodman
| JD Supra
May 20, 2026 To embed, copy and paste the code into your website or blog: The Spearin doctrine is alive and well in Maryland. Pursuant to that doctrine, owners who provide plans and specifications to a contractor impliedly warrant that information and may be responsible if that information is defective.
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Culture Doesn’t Raise NPS. Operational Discipline Does.

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By John Goodman
| CMSWire Verified
Better customer metrics come from identifying pain points, assigning owners and measuring the fix. NPS is not the core problem. The bigger issue is organizations treating summary scores as strategy instead of diagnosing the specific pain points driving them. Granular analysis drives real improvement. Companies need to identify, prioritize and measure exact customer friction points across the journey. Ownership creates accountability.
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