Today, in paying it forward, ask, “What can I do for you?”
Bill Quiseng
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests. I wanted them to have a “better than the average” experience that guests expected. So I served to WOW them. I served to CARE (Communicate. Acknowledge. Respond. Enrich). Big difference.
As a general manager/managing director for 27 of 43 years in hospitality, I planned to retire and be a customer CARE speaker, but, then, everything went south. Unfortunately, I suffered a stroke in April 2021. Overnight, I dropped from Mr. "Let's be GREAT out there!" to Mr. Invisible. I have slurred speech and a dead right side. I hope to recover soon if my unconscious mind is willing.
Today, I can tell you that growing up and getting older are not the same. Growing up is looking forward to what is to come. Getting older is looking back at what might have been. When I was growing up wrapped up in the busyness of the business, I listened to my mental radio station WII-FM, focusing on "What's in it for me?" Now, as I am not only getting old but already there, my focus is oh, so different.
Mark Sanborn has said, “You don’t need a title to be a leader”. So, I aspire to be a servant leader who will CARE for others.
When I CARE, I hope to empower people to develop themselves. And, in paying it forward, they will be enthused and energized to engage with their colleagues and others.
So, today, my question is “What can I do for you?”
#leadership
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5moYou do so much for all of us already Bill, with your insights, support and encouragement of our posts. It makes all of our voices louder in the CX space. Your story is an incredible one and I look forward to hearing about you hitting the speaking circuit and if you ever make to Australia to speak I will be front and centre. In the meantime I'd like to think that many of us are spreading your message in our own way.
powerful message Bill. Your dedication to creating exceptional experiences stand out. If there's anything I can do to support your mission or help you in any way, please let me know.
𝙔𝙤𝙪𝙧 𝘾𝙓 𝙂𝙪𝙞𝙙𝙚 𝙤𝙣 𝙩𝙝𝙚 𝙎𝙞𝙙𝙚, to retain loyal customers through the 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙇𝙤𝙮𝙖𝙡𝙩𝙮 𝘽𝙧𝙚𝙖𝙠𝙩𝙝𝙧𝙤𝙪𝙜𝙝 𝙎𝙮𝙨𝙩𝙚𝙢™ Author, Speaker, Trainer. (Ευβρυβιαδεσ Καλλιατακησ)
5moIf you don't CARE, there's really no reason to live Bill. Thanks for your awesome reminder.
Thank you for sharing your inspiring journey and profound insights! Your commitment to CARE is motivating.
I transform customer experiences into meaningful connections - I Ignite emotional engagement and loyalty - CX/CE/CL guy & "Emotion Sleuth" dedicated to making every interaction resonate and leave a lasting impact.
5moBill Quiseng - accept this with no arguments - you continue to and always serve, WOW and do it with CARE and long may it last