How’s your follow through?

May 25, 2014

Tweet 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 […]

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Young philanthropist is an exemplar

May 17, 2014

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

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When a deal isn’t

May 13, 2014

Tweet 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

Tweet 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

Tweet 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 […]

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Have you taken a bubble break lately?

April 26, 2014

Tweet 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 don’t often travel in business class. But today there are 3 little ones ages 2-5 belonging to one couple. Sensing they needed a distraction, […]

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Hospitality lessons learned from an unusual source

March 16, 2014

Tweet “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

Tweet I believe a fundamental human longing is for connection. Most of us get this need met 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 […]

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Are you being helpful — or hurtful?

February 17, 2014

Tweet Sometimes our friends and colleagues ask us for feedback. Other times we think our feedback will help them see a blind spot that we think they should know. But no matter if the input is asked for or not, we’re never quite sure how it will be received.

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Travel Angels Redux

February 12, 2014

Tweet A few years ago, I wrote another piece about travel angels. What are they? When I travel, especially abroad, I am touched by the kindness of others. I call them my travel angels. We had many in our week in Myanmar. In Hong Kong, on the way from the airport to our hotel we […]

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