Rules for Success

July 18, 2016

HUB JWM Rules for SuccessI like lists. They keep me organized; they keep me focused. I operate best with lists. From my years writing on this blog, I know my readers like lists, too. Two of the most viewed topics on my blog have been my 12 Rules for Success and my father’s Guideposts to Management.

My father gave me a list of guideposts to management when I became Vice President in 1964. I later adapted that list into my own rules for success.

No one accidentally becomes a good leader. It takes dedication and discipline. My father knew—and I knew—that a brief list would help bring priorities into focus… keeping me grounded on the most important elements of being a good leader.

This list has served me well and I hope you’ll find them useful in your career.

  1. Challenge your team to do better and do it often.

  2. Take good care of your associates, and they'll take good care of your customers, and they'll come back.

  3. Celebrate your peoples' success, not your own.

  4. Know what you're good at and keep improving.

  5. Do it and do it now. Err on the side of taking action. This is one of my favorite rules for success. There is such a thing as “analysis by paralysis” … don’t get weighed down by indecision. Go with your gut.

  6. Communicate by listening to your customers, associates and competitors.

  7. See and be seen. Get out of your office, walk the talk, make yourself visible and accessible.

  8. Success is always in the details.

  9. It's more important to hire people with the right qualities than with specific experience.

  10. Customer needs may vary, but their bias for quality never does.

  11. Always hire people who are smarter than you are.

  12. View every problem as an opportunity to grow.

 

With so many distractions and demands in our world today, I think we all can appreciate a good list… brief points we can tuck away to use when the time is right. I’d love to know what your favorite rule is in the list above? What are the rules you abide by to be a good leader?

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

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5. Do it and do it now. Err on the side of taking action. This is one of my favorite rules for success. There is such a thing as “analysis by paralysis” … don’t get weighed down by indecision. Go with your gut.

- My favorite from the list! This rule applies to work as well as professional/personal relationships. Thank you for sharing!

Thank you Mr. Marriott. I think this is really fantastic. Easy to read and to the point. I especially agree and live #2 "Take good care of your associates, and they'll take good care of your customers, and they'll come back." It's one of the reasons I decided to come to work at Marriott. I have seen this idea in action over the course of my career, in all lines of work. I also heed the lessons of #8; "Success is always in the details." This is so true and leads right into #10 "Customer needs may vary, but their bias for quality never does". If the details are attended to on a high-functioning level, the client will see this and appreciate the quality of service. They notice details, even in the elevator. When you're in box, even for just a floor change, you notice details - it's part of being human. Guests! Love 'em, they keep me happily employed and satisfied.

All rules are really worth to make note of but the #5 is the new learning for me.

Thanks Bill! :)

I love this list of advice. It is immortal.
This time I printed it!
Thank you again Mr. Marriott.

Thank you for the advice! It's always a highlight to read your tips. Thank you for sharing!

Dear Bill,

My name is Juliana Souza, Guest Relations at Marriott Executive Apartments São Paulo.

Thank you for sharing the leadership rules for success of one of the leaders that I admire the most: you.

All rules are very valuable, but my favorite one is surely the number 02.
As an associate in this company, I personally feel that this culture of caring for people first makes all difference, and contributes significantly to our motivation to work every day, and really makes us want to do our best for the benefit of our guests, because we are happy working here!

Have a nice day!

It's funny how coincides came across your day. Today I'm facilitating foundations of leadership to our new leaders in the AC and FFI Querataro. Reading this post today, take me to our core values, which are the pillars of success of our company. It's true, we are about to become the largest hotel company, but we remain true to the important of our people. Always a family, always supportive and always available. Thanks for the post Mr.Marriott, its glad to read that our rule for success are alive in our entire team.

I too love making lists, sometimes I even make lists for my lists!
My favorite rules from this list are “1. Challenge your team to do better and do it often. 2. Take good care of your associates, and they'll take good care of your customers, and they'll come back. 3. Celebrate your peoples' success, not your own. & 7. See and be seen. Get out of your office, walk the talk, make yourself visible and accessible.”

William Rodriguez Director of loss Prevention Marriott central park.
stated my hospitality career at the Marriott world trade center after 9/11 Mr. Bill Marriott had a meeting with the hotel staff I remember Mr. Marriott he mention us as being part of the Marriott family his sincere worlds and gratitude at time made us all feel that we will going to make it through this difficult time together I still have contact with many of the hotel staff that is like family one is god mother to my daughter that is why I like the phase "see and be see. get out of your office, walk the talk, make yourself visible and accessible. enjoy the moment !!

Great Rules Mr. Marriott, we love the company as we believe there are a great leaders behind this success.

My favorite is "Success is always in the details", I learned this in one of the core management trainings - might be FOL - 15+ years ago and I still believe in it.

It serves me well.

We wish you to see you in our resort sometime in the future, consider this a personal invitation to get some inspiration.

All the best

Muhannad Hameed
Hotel Manager
Jordan Valley Marriott Dead Sea Resort & Spa

They're all my favorite, but especially 3, 9 and 12.
Rules I abide by? Constantly letting people know that they are appreciated is one of my top priorities, as well. I truly believe that feeling valued helps keep people happy, productive and motivated. Great blog, Mr. Marriott. I, too, like lists to help keep me organized.

Hello!
My name is Jose, I am working in this company and it is the best experience of my life. Thanks for this opportunity.
I am writing in reply to this article, and my favorite rule is View every problem as an opportunity to grow. Because we have the opportunity to improve all the time in order to provide the best service.
It is a pleasure to work in this company.

Best regards,

Jose Perez.


Thank you so much for sharing this, reasons like this is exactly why I am still with the company. I have come across several leaders within my years with Marriott but by far I will say my current GM, Tom is a perfect example of the rules you just stated above.

Again thank you! :)

My favorite rules on this list are #s 2, 6, 10, and 12:

#2 - Team members who feel appreciated remain motivated and inspired to achieve those goals with enthusiasm.

#6 - Listening is the first part of the L.E.A.R.N model and for good reason. You can't administer optimum guest service if you don't first listen and absorb a guest's concerns.

#10 - Customers' needs are unique on an individual basis but they collectively expect quality service and at the Courtyard where I work, our commitment to "wow"ing are guests is steadfast.

#12 - Every problem, every challenge, offers the opportunity to learn and grow. The ability to recognize what is wrong in any given situation and where we can improve, only gets us closer to delivering the kind of quality, personalized service we strive to bestow upon our guests.

These are my favorite rules. Thank you, Mr. Marriott, for sharing.

Take good care of your associates, and they'll take good care of your customers, and they'll come back. Time and time again this is my favorite rule, it in-powers my family team to go beyond and make sure our guest feel right at home to were they don't just come back but they look forward to seeing us on their next visit