by Rebecca Morgan | May 2, 2009 | Misc.
My 7-night stay at Brunei’s fabulous Empire Hotel began at the lobby door. The Manager on Duty greeted me by name as I entered the exquisite lobby. Quite a feat for a 450-room hotel. At the front desk I was informed I’d have free Internet via DSL....
by Rebecca Morgan | Mar 1, 2009 | Developing People, Management Training
Now, more than ever before, you need to ensure every customer remains a happy customer, even when there is a problem. How your staff deal with problems and complaints will determine if that customer will return, buy more and/or tell others about their experience. My...
by Rebecca Morgan | Feb 27, 2009 | Misc.
Companies can pay millions of dollars in advertising their superior service. But if their staff doesn’t actually deliver that service, all that advertising does is set up expectations that aren’t met, then you get unhappy customers. I was excited about...
by Rebecca Morgan | Feb 24, 2009 | Misc.
In this economy, every employee must become a salesperson. You can’t afford to have anyone on staff who isn’t doing some marketing effort. You may think that accounting, HR, facilities, and other support staff are immune from cementing relationships with...
by Rebecca Morgan | Feb 23, 2009 | Developing People
Last summer, I read an article that stuck in my memory. It was about US Airways pilots who, because of the increase in fuel prices, were forced to take fuel-management courses if they ordered an extra few minutes of fuel for their flights. One former Continental pilot...
