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
January 9, 2012
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Obstacles
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
September 20, 2011
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,
May 9, 2011
Can job essence be scripted?
Last week, I worked in Freeport on the island of Grand Bahama for a client in the insurance industry. Over lunch she questioned whether or
March 28, 2011
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
February 25, 2011
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
December 1, 2010
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.”
November 4, 2010
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
September 29, 2010
Coffee. Above all else. (Including customer service.)
I met a colleague at ink! Coffee in Denver last week. I appreciate great coffee as I’ve blogged about before and was really looking forward
August 21, 2010
