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.