Customer Service at Its Best

Customer Service. It’s a phrase we hear all the time, but last week I had the pleasure of seeing “customer service” in action like never before. We were producing video coverage of Marriott’s “Mastering the Association Meeting Experience” in San Antonio, Texas. Marriott invites their best cutomers to this event each year for education, networking, and to show them what the hotel chain has to offer associations. From the opening keynote, we heard from excecutives talk about customer service being a top priority for Marriott. Let me tell you… they mean it.

I was impressed with every Marriott employee I met. From the woman at the front desk, to the housekeeping staff, to the general manager. They all said “hello”, smiled, and were ready to answer any questions. The waiters in the restaurant were helpful, and observant. They didn’t interrupt when we were in the middle of a conversation. Every associate was knowledgable, and went out of their way to help. When we asked where something was… they actually walked us there! It was truly “customer service” at its best.

This hotel chain also “walks the walk” when it comes to appreciating their associates. One of the vice-presidents explained that in the past year they have continued to offer health benefits to employees who only received 30 hours a week. That cost the company $1 million a month. When a company puts their wallet where their mouth is, they really mean it. There was also an emotional moment during the final general session. Executives on stage said “thank you” to all the associates who worked at the JW Marriott in San Antonio where the event was held. They formed a line at the back of the ballroom, and all walked on stage to shake their bosses hands. Music played, and the crowd gave them a standing ovation. I have no personal ties to Marriott, or any of the employees, and it was touching.

It just goes to show you that it’s not always easy to “walk the walk” when it comes to customer service. It takes focus, training, and often a financial investment. Regardless of the cost, it's worth it in the end. Just ask my new friends at Marriott.