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  • Bob Burg

“Just in my second year in business, I'm on track to do over a MILLION DOLLARS in commissions!”

~ Cal Faber, Agent, RE/MAX - Victoria, BC

A Lesson in Excellence, Courtesy of Marriott

July 3rd, 2013 by Bob Burg

Chicago Marriott SchaumburgIt’s where the event would be held, so it’s where I would be staying.

And, I should have known from the start this was someplace special.

Young Marguerita couldn’t have been more helpful in solving an issue. But, it was far from her simply providing great customer service. It was her attitude; her entire essence communicated that she just couldn’t wait to add value to my experience. And, she was like this the entire weekend. She was my star. Marguerita is very young, works a second job, as well, and I predict amazing success for this young woman.

However, it wasn’t just her. They were ALL like that; every team member of the Chicago Marriott Schaumburg. They didn’t just aim to please…they went out of their way to find ways to please. Fellow speaker, Scott Schilling shared with me that he was out of something important that the hotel doesn’t carry. So, the manager on duty sent a team member to a local store to purchase it. He then gave it to Scott, and refused payment.

In his great book, Be The Best At What Matters Most, Joe Calloway would say this kind of experience is meaningless IF it were a one-time thing. Agreed. But, no, this was their norm. Indeed, they were excellent in all traditional hotel areas; cleanliness, attentiveness, cuisine, service. Everything that — for a hotel — matters most. However, to site the title of another terrific book, this one by Scott McKain, they Create Distinction through — what is for them — their normal way of doing business. It’s simply who they are, so it’s what they do.

I didn’t meet the general manager, Maz Ismail, but I’m going to assume he’s a top-notch leader. This kind of attitude and teamwork typically doesn’t happen without great leadership creating the proper environment.

I’m often asked what I consider to be Go-Giver type companies. Really, it’s simply those that follow The Five Laws. And, the result is always high-profitability.

But that’s just the result. Their focus is on providing exceptional value. They constantly put the interests of the customer, client, patient or guest ahead of themselves. In other words, they are, “other-focused” rather than “company-focused.” And, by being other-focused the company attains great profitability.

As a speaker for more than 25 years, I’ve had the privilege and pleasure to stay at some of the finest hotels and resorts in the world. At many of these, the service has been excellent; even exceptional. But, there was something extra special about this one. While hard to put my finger on it exactly, there just seemed to be that desire to put me first, and to make me feel as though I was the only guest in the hotel. The cool thing is that they made every other guest feel…the same way.

Thank you, Maz, Marguerita and the entire team at the Chicago Marriott Schaumburg. You are a Go-Giver hotel!

 

14 Responses to “A Lesson in Excellence, Courtesy of Marriott”
  1. Steve White said at 8:48 am on

    Bob. That is so awesome. Thank you for sharing you’re wonderful experience at the Chicago Marriott Schaumburg. When I was in the restaurant business I used to encourage people to treat everyone like they were their grandparents who came by to visit them at home (provided they treat them like a Go-Giver would). Although that idea went over some heads, the ones who got it usually made a difference in their customer’s experience… and their tips.

    I appreciate the love and encouragement that you share with others and that you expose in others. Enjoy Independence Day. :-)

    Steve

  2. Jean Kuhn said at 8:54 am on

    Bob, I have to agree with you 100%. I had lunch there on Monday, and I immediately noticed the high level of service from the wait staff. Service like you don’t see everywhere. Isn’t it funny how great service stands out, because we are so use to “nothing special service”. Kudos to The Schaumburg Marriott who has trained their staff, their entire staff, to follow the 5 Laws.

  3. Bob Burg said at 8:58 am on

    Steve: Thank you for your very kind feedback on the post. And, for your wisdom-filled suggestion!

  4. Bob Burg said at 8:59 am on

    Jean: First, it was GREAT seeing you at the event! Been much too long! And, yes, it was truly an amazing experience. I agree; kudos to them, indeed!

  5. Joel Ungar said at 1:11 pm on

    Love this post Bob. And I’m going to check out both books too.

  6. Geneva said at 1:18 pm on

    Thanks for sharing your experience at this hotel. For those of us who travel, this is always welcome information. Many of us know you as the Go-Giver Personified & would attest how easy it would be for a business to accommodate you. Knowing they exhibited those service qualities naturally makes them stand out even more. Attitude is the difference maker & they certainly displayed a spirit of excellence.

    Much appreciation!
    g

  7. Bob Burg said at 1:22 pm on

    Joel: Thank you. So glad you enjoyed it. And, yes, Joe and Scott’s books are both awesome!

  8. Bob Burg said at 1:23 pm on

    Geneva: Thank you. A pleasure to share that kind of experience. They were all that…and then some. Appreciate ya’, my friend!

  9. Dondi Scumaci said at 4:28 pm on

    GREAT STORY! This kind of service isn’t something they put on – it is who there are. Service DNA. Thank you Bob. Enjoyed this very much.

  10. Bob Burg said at 4:33 pm on

    Dondi: Thank you. As always, you summed it up PERFECTLY!!

  11. Christie Ruffino said at 3:10 pm on

    What a great way to acknowledge the LITTLE details that make a BIG difference Bob. That is only the second time I have attended an event at this location and although I did not have any interactions with the staff, I did notice how clean and fresh smelling the bathrooms were. I know that seems like a silly detail, but nothing can be more of a turnoff as going into the bathroom at the end of a full day event and be disgusted by the uncleanly conditions. *****5 STARS***** to the Schaumburg Marriott. I will be consulting with them for sure when booking my next event.

  12. Bob Burg said at 3:15 pm on

    Christie: actually, that is not a “silly detail” at all. As you know (and as T. Harv Eker often says), “how one does anything is how they do everything.” It makes total and perfect sense that the bathrooms were spotlessly clean, since everything they did was also so excellent. Great point! And, of course, it was terrific seeing you at the event and getting to visit with you! I don’t get to see you and Jean anywhere near as often as I’d like to.

  13. Great post Bob, and so glad Your visit was amazing. I have found in general Marriott to be excellent in customer service.

    In today’s world of Social Media and Especially now with the app. Four Square companies are finding it more and more important to provide not only excellent customer service however, also great value. On the app Foursquare when people check in to the different locations they are encouraged to leave tips of their experience at the location and based on those tips I have even seen companies send out a Tweet thanking a person for their feedback on Foursquare. I have also seen bad feedback, where then a company has tweeted a sorry and offered a coupon or discount on their next purchase.

    Customer is Crucial for creating those walking ambassadors, as such You became one of the Marriott Hotel and went on to write about it.

  14. Bob Burg said at 6:39 am on

    Carly: Indeed, like you, I’ve always found Marriott to be an excellent in terms of customer service. This one was just extra special. :-) Thanks for sharing with us.

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