Learn to Love the Pickiest Customer

May 31, 2016

Hot Shoppes - Pickest Customer 2

We’ve all seen picky customers. They seem impossible to please… they’ll nitpick every little detail. It’s too hot, it’s too cold; the beds are too hard, the pillow are too soft. Most people throw their hands up and say “they’ll never be satisfied, I give up!”

But, I challenge you to not give up on the picky customer. I actually think they can do our business a lot of good. These customers point out the little flaws that others may not notice.

At Marriott International, we have a set of core values that my parents established for the company many years ago when this business started as just a root beer stand. They are: put people first, pursue excellence, embrace change, act with integrity and serve our world. Picky customers force us to pursue excellence, to not give up until we get it right.

The way I see it, we have two choices … we can let them anger us… maybe even scare us… or we can learn how and where we can improve… striving to be better, listen to what they have to say and act on it.

In our animated web series titled, “Hot Shoppe,” episode two depicts how one shop is determined to pursue excellence even in the face of a customer who can’t seem to be satisfied.

 

Do you get discouraged by picky customers or do they inspire you to do better?

I’m Bill Marriott and thanks for helping me keep Marriott on the move.

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I stay at Liverpool Marriott UK and each visit am amazed at the consistent front office team's efficiency, friendly and professional attitude and behaviour. I class myself as picky but always look forward to my Marriott treat for myself.

thanks you ,it`s really great !

Great fun video that speaks volume. In order to give exceptional service you have to stand behind the service. More importantly you have to hire employees that believe in your business goals and commitments. As a Front Desk associate I look forward to the guest who is seeking exceptional service. It allows me to set the bar as a professional in my field and understand many travelers are operating under stress and misguided frustrations. It truly is a feather in my cap when they apologize for their behavior. Thank you again Mr. Marriott for your attention to our brand and "Spirit to Serve"

Mary J-Glendale AZ. Sports & Entertainment District

Food for thought to think through and to brainstorm with my team.I actually had never looked at them with that angle
When we do look through these issues like with a microscope all these things are valid.
Thank you Sir!


it` a great post ,thank you

Great blog. You are absolutely correct.

I love turning that grumpy mood , just by changing the direction of the conversation. I love to work with the public .I would love to work with Marriott. I am close to the Detroit metropolitan Airport ,in the dental field Work in the hotel business in my teens ,thinking that I would like to work in that business again . If you're ever looking for someone that loves vacation, people etc... please forward me employment application process. Thank you

Some people are frustrated with life and everything around them. They come to the hotel to relax but instead download their frustration on whoever cross their path. People like these you have to be sympathetic to because deep down inside their subconscious mind they have stored their pain and suffering hiding it from the world but have no clue when it will emerge. They just need a friend and that's where the staff comes in. Just be patient with them and show them some love

Inspirational words. I like this attitude.
I hope I am not unreasonable but I like everybody, some things are important to me
that would appear trivial to others.

Keep up the good work and it will benefit you all greatly in so many ways in your personal life in my opinion.

This was my first time watching one of the cartoons for Marriott service and find it quiet entertaining and helpful. It also nice to know the CEO cares about the company enough to have these made and do a blog with personal reflections. Thanks Mr. Marriott!!!! These little things motivates me to be better.

Respectfully

Willie M. Edwards IV
Front Desk Agent
Fairfield Inn
Columbia, SC

Mr. Marriott , I totally agree with you. We will be face to face at one point with Mr. Hot Shoppe and we need to listen to what he says and act inmediately , our actions and reactions are crucial on situation like this . If we understand that problems are just challenges we can overcome and mistakes are the biggest opportunities to grow stronger and better, we will be successful. I feel so proud to belong to Marriott's family and I want to say "thank you and your parents for this wonderful legacy, for all the values hard to find on other companies, thank you for caring about your people and thank you for this amazing company where we are family more than coworkers, where we do our best but also we have fun and thank you for all our guest including Mr. Hot Shoppe

DEAR MARRIOTT, GRETINGS FROM BRAZIL!
MY NAME IS DARIO IT A PLEASURE TO POST MY OPNION!
THE PICKY CUSTUMERS IS A CHALANGE FOR ALL MARRIOTT HOTELS AUROUND THE WORLD. WE ARE WORKING HARD TO DO OUR BEST AND PROVE FOR OUR CUSTOMER WE THEY ARE IMPORTANT TO US WE NEVER GIVE UP.
SINCERILY,

DARIO DOS SANTOS

AYS PLENO

I agree with everything you mentioned on Picky Customers Mr. Marriott. Given the circumstances if you put your feet in the customers shoes you will realize there are many areas to improve in.

In my 30 years with Marriott I can honestly say I have learned more from the difficult customers than the "easy" ones. I am so thankful to have learned through them and use them to train others how to cope and make it a positive situation. No better feeling than seeing the smile at the end of a transaction - be it associate or guest

Best wishes,

Wendy Jsrvis