12 Rules for Success that Turned a Small Family Business into a Global Brand

Bill Marriott, former CEO of Marriott International, learned business and leadership by observing his father, J. Willard Marriott. The elder Marriott was one of the most successful startup founders in U.S. history. He turned a small family root beer shop into a chain of hotels in the 1950s. Bill Marriott joined the young company in... Continue Reading →

Putting Employees Ahead of Customers

The best leaders put customers first, right? Not if you are Richard Branson, J. Willard Marriott, Jim Goodnight, or Stephen Covey. They put employees first. Take a look at these quotes: “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” Richard Branson... Continue Reading →

Why Entrepreneurs Love when Big Companies Don’t Care

The world was shocked to see a viral video of a paying customer being dragged from a United Airlines flight. It was unthinkable to believe a big company could treat a customer that way. You know who wasn’t surprised? Business travelers. Those of us who travel frequently have been dealing with delayed flights, shrinking seats,... Continue Reading →

3 Lessons in Customer Service from a Captain Who Cared

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. ~ Donald Porter If you’re looking for great examples of customer service, don’t travel by air. Delayed flights, lost luggage, crowded airports, long lines and disinterested employees seem to be the norm across the country. There appears to be... Continue Reading →

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