A little while ago, I had a very memorable visitor come to my office. His name is Mark Raines and his company is called Raines Development Group. They own and operate our Courtyard and SpringHill Suites hotels in Florence, South Carolina. They are building their third Marriott property, a Residence Inn, in the same neighborhood.
Back in 2000, Mark became extremely ill. He slipped into a coma and the doctors told his wife Chrisie he had only a one percent chance of survival. Miraculously, however, he awoke after 50 days.
Mark's reason for telling this story was not to get into the details about his illness, but to make me aware of the actions of our Marriott associates. He attributes his survival to the support and care of many of these wonderful people. Mark says they were always there for him and his wife whenever they needed him. They were also there to help him achieve a very important long-standing goal.
When Mark fell ill, his company only owned one Marriott hotel, the Courtyard in Florence. But he wanted more and got to work developing the SpringHill Suites he now owns today. However, he was still too sick to leave the house, so he and Chrisie did whatever they could from home and depended on the Marriott associates they had become so close to to finish what they couldn't do. These associates dedicated themselves to making Mark's dream come true and I know he is forever grateful for everything they did for him.
Mark shared this to let me know how touched he was by the actions of our associates. And now, after hearing his story, I'm proud and touched as well. This is yet another terrific demonstration of the Marriott culture of service.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.
A One Percent Chance of Survival
The last response says it all...When the CEO himself is exceptional, that attitude about people always reaches throughout all the levels of employees.
The tone is set at the top and pervades the entire organization so stories like this are not exciting but not surprising.
Business can have two motives: Profits and Service. When you put service first, profits follow. When you get it backwards, everything is out of kilter.
The model that the Marriott provides to their employees and customers is a rare and endangered way to do business.
This story is heartening. I will share it with our Entrepreneur class.
Posted by: Sandra Angelo | 10/01/2008 at 07:28 AM
It did not surprise me at all that Marriott's asssociates would respond to Mark exactly as they did. When you build an organization of splendid people, they will always respond. And keep this in mind: great organizations begin at the top. When the CEO himself is exceptional, that attitude about people always reaches throughout all the levels of employees.
Posted by: tom osterman | 09/17/2008 at 04:13 PM
Great story! I think the Marriott culture could very well be near Stage Four, according to the cultural map. If you haven't read the book Tribal Leadership, here's a great, quick video explanation:
http://www.youtube.com/watch?v=loyVY34Q92k
Posted by: Robert Richman | 09/17/2008 at 11:08 AM
My heart goes out to Mark and Chrisie. They are pure examples of strength. This story is a good example of the employees who works for marriott hotels. Keep up the good work staff!!
Posted by: lawarna | 09/17/2008 at 06:33 AM
Thanks for sharing this story! We need more of these from time to time. It speaks to the person Mark is as well as the Marriott employees.
Posted by: Dawn | 09/15/2008 at 02:34 PM
Dear Bill Marriott,
Thank you for this story. It really touched my heart. My best wished to Mark and Chrisie.
Yours truly
Ron Gordon
Posted by: Ron Gordon | 09/15/2008 at 02:27 PM
Great family story & much needed in the world today, as their is not enough teamwork in our culture anymore.
Airborne!!
Posted by: Bruce Skelley | 09/15/2008 at 01:24 PM
sounds like mark has incredible strength to overcome. As I remember a quote attributable to you goes....Good timber doesn't come easy....the stronger the wind....the stronger the trees Forgive me if i did not remember it exactly. mark
Posted by: Mark Cupach | 09/15/2008 at 05:56 AM