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Marriott is in good hands

When I received my first management position with Marriott in 1992, I worked for a general manager named Mark Conklin. Although Mark (as he preferred

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The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I

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The difference

Like many who read this blog, I am a student of customer service. I’m interested in books on the subject, discussing the topic with others,

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Insider information

Last Wednesday, I learned that a friend of mine was traveling from California to Marriott’s Marco Island Florida Resort & Spa to attend a coaching

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Scrooge in uniform

Yesterday morning, I brought two of my children, ages seven and five, to school. As I approached the drop-off point at the very top of

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Too busy to serve

I recently received a jury summons in the mail and my first reaction was, “Really? I am way too busy to deal with this now.”

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Service Elevated!

Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more

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