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3
Keeping Your Best
and Brightest
We know that if we treat our employees correctly,
they’ll treat the customer right.
—J. W. “Bill” Marriott, Jr.
Chairman and CEO
Marriott Corporation
The connection between retaining your best service perform-
ers and creating happy customers is powerful and cuts across
virtually every dividing line: industry, size of company, scale
of market, you name it. It’s not difficult to see why.
• Customers want and value reliability, efficiency, and
consistency in their service experiences with you with the ap-
propriate dose of friendliness and caring. From the customer
standpoint, dealing with experienced people is basic to build-
ing a relationship—a true partnership. The truth is it’s diffi-
cult to get quality service from ...