THE REAL CANCELLATION PENALTIES

All manner of “tech solutions” cross my desk, so it's getting hard to surprise me. But believe me, my socks flew off when I heard about Anna Morris, the concierge at the Westin Santa Clara. Ms. Morris is a telecommuter. That's right, a hotel concierge who works out of a home office. You can read about this unlikely arrangement on page 96, but before you flip ahead, I have to warn you: This story will make you sit down and think about whether you're really doing everything you can to retain