A Lesson in Excellence, Courtesy of Marriott
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.
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!