When you need to give a hug

by Rebecca Morgan, CSP, CMC on July 6, 2014

When I stepped on the hotel elevator on the second floor, the only other person inside was a twenty-something woman. She was crying but working hard to not. Yet she couldn’t stop. I have been there — something hurts so badly you can’t control the emotion, even when you’re in a public place and you feel embarrassed at not being able to stop.

I paused briefly to look at her, unsure whether to ignore her and mind my own business to my 14th floor room. I noticed she’d pushed the 6th floor button so I knew we wouldn’t share this space long.
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A super star septuagenarian

by Rebecca Morgan, CSP, CMC on June 3, 2014

Many people would assume that she was a stay-at-home grandma who mostly watched TV and crocheted cozies. How surprised they would be to see this 70-ish woman navigate through the Macy’s computerized cash register with aplomb.

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How’s your follow through?

by Rebecca Morgan, CSP, CMC on May 25, 2014

In my experience, lots of people say yes to things they never provide. Some people even volunteer to do something that never materializes. And they don’t even have the professionalism to get back to the person or group to whom they committed to tell them they won’t be delivering what was promised.

Two recent occurrences of this reminded me of how rampant this bad habit is. [More]

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Young philanthropist is an exemplar

by Rebecca Morgan, CSP, CMC on May 17, 2014

Augustus, almost age 4, decided to do a good deed.

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When a deal isn’t

by Rebecca Morgan, CSP, CMC on May 13, 2014

When in Cambodia, I love to get pampered. It’s easy to do since you can get a 1-hour massage for $8. So the first few days of my recent trip I tried various massage places, spending as little as $3.50 for a 1-hour massage during its “happy hour” afternoon special.

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Do you allow customers to have it their way?

May 5, 2014

On my recent 2.5-week trip to Cambodia, Thailand and Myanmar, I had the blessing of staying in 5-star hotels. However, there was a notable difference in how each treated its customers.

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Do your client gifts go awry?

April 30, 2014

Many companies like to show their appreciation for loyalty by adding extras to their repeat customers’ experience. It’s common in hotels to upgrade their loyal customers with in-room treats. While I never expect these, I appreciate them even if the item isn’t to my taste. However, it’s rare that these gestures actually backfire. I know […]

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Have you taken a bubble break lately?

April 26, 2014

While on a 10-hour layover in Hong Kong, I cooled my jets in the Cathay Pacific business class lounge. There are rarely kids in these lounges as families with kids rarely go business class. But today there are 3 little ones ages 2-5 belonging to one couple. Sensing they needed a distraction, I got out […]

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Hospitality lessons learned from an unusual source

March 16, 2014

“Hello! What is your name?” the young man greeted me as I entered the facility. “I’m Rebecca.” “I’m Brian” he responded with a broad smile. “I’m glad to meet you Brian.”

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The longing for connection

March 7, 2014

I believe a fundamental human longing is for connection. Most of us do that through friends and family, and sometimes we look for connection through brief interactions with strangers. I guess I was wanting to connect with the elderly Japanese couple seated near me in the shade at an ancient temple in Ayutthaya, Thailand. It […]

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