by Rebecca Morgan | Sep 2, 2011 | Customer Service, Management Training
I love my local Hobee’s restaurant chain. It has good, healthy food and great service. Today I met my friend Mitch for breakfast there. He’s frequented this Hobee’s at least once a week for 10 years. When the cheerful server approached us, she looked...
by Rebecca Morgan | Aug 27, 2011 | Customer Service, Developing People
Most surgical waiting rooms I’ve visited have been trash strewn purgatories where anxiety-laden loved ones await news of patients’ surgical outcomes. Not so Wichita’s Wesley Hospital’s Family Surgical Waiting Area. Checking in prior to my...
by Rebecca Morgan | Aug 12, 2011 | Customer Service, Developing People, Management Training
The middle-aged hotel gift shop clerk was chatting with a co-worker when I brought my items to her. She rang them up while she continued chatting without any eye contact or acknowledgement of me. Finally, when she announced my total she looked at me. I said, “I...
by Rebecca Morgan | Jul 12, 2011 | Customer Service
When I was in London in April, I was surprised to see these signs scattered around transit areas. It made me wonder if there had been so many incidents of passengers abusing the staff that they needed to post signs telling them to stop. It also made me wonder if the...
by Rebecca Morgan | Jun 4, 2011 | Customer Service, Developing People, Management Training
I love that California restaurant chains now list their dishes’ nutritional information. It helps me make better choices. However, I’ve discovered that some restaurant staff prefer to not become even minimally familiar with the information. It made me...
by Rebecca Morgan | May 18, 2011 | Customer Service
I travel a lot. Both domestically and internationally. Whenever I fly a new carrier, I check their luggage restrictions and do my very best to ensure I don’t have additional charges. So imagine my dismay when a companion and I flew EasyJet the other day. We had...
