A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square

Leave a Comment

I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle.

I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However, there was a mix-up, and by the time I tried to correct the error, the conference hotel was fully booked. This left me trying to find a hotel in downtown Seattle that was walking distance to the conference. The conference hotel suggested the Marriott Courtyard.

Now, I’ve stayed at a number of Marriott Courtyards over the years, but none have ever stood out for sheer service excellence like the Pioneer Square location in Seattle.

The Great Service Began on the Phone

While this post is primarily about the staff at the Pioneer Square location, I should note that the great service began with a call to the Marriott Courtyard’s reservation line. The reservation associate took great care in walking me through how close the hotel was to the conference, the amenities at that location, and the room options. She must have spent 15-20 minutes speaking with me.

As I was about to disconnect, the rep said something like, “I’m not trying to pressure you, but I just wanted to let you know that we are almost fully booked for that week and that downtown Seattle hotels are really tight during the summer. You might want to call back pretty quickly.”

I decided to hedge my bets and booked the reservation on the spot. Read More

Customer Service Throwback Thursday

1969 advice

A friend sent me this checklist she found while cleaning her mother’s room. We could not find the company that produced it, but it appears to have been created in 1969. The list includes 10 timeless customer service tips on how to treat people. The list is elegantly simple and is as true today as […]

Read more

Celebrating 100 Monday Motivations

Monday Motivation | The Customer Conversation

Each Monday morning, subscribers to our e-newsletter The Customer Conversation (join here!) receive a Monday Motivation. These motivational emails cover a variety of topics, including personal development, customer service & team management. To celebrate our 100th Monday Motivation, we decided to put together a slide deck based on the series with some of our favorite […]

Read more

Faces of Customer Experience: Saori Yunomura


Meet Saori¬†Yunomura! Saori grew up in Japan near Tokyo and lived in Texas, Arizona and California since college. She has worked for airlines, hotels and cruise tours, covering a variety of customer service responsibilities and activities. Saori loves to travel all over the world and has visited 33 countries. (35 after next week!) False Dichotomy […]

Read more

6 Steps for Rolling Out New Technology to Frontline Staff

Rolling out Technology to Frontline Staff | Handheld Device

We live in a world of ever-shifting customer experience technologies. From RFID inventory chips to mobile point of sale, from geofencing apps to touch screen store fronts, the technological landscape never stays the same. It is a perilous and exciting time, both for organizations that have to make tough decisions about technological investments and for […]

Read more

How Do You Make Your Customers Feel?


In the days that followed Maya Angelou’s recent passing, people from across the world took time to remember the woman and her body of work. One of¬† Maya Angelou’s most popular quotes that made the rounds online delivers a message that should be emblazoned on the front of every customer experience training binder: “I’ve learned […]

Read more

Monthly Mash and Killing Preconceptions

Monthly Mash and Killing Preconceptions | Dog Playing Chess

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 32: June 2014 Thoughts on the Customer: Killing Preconceptions At a recent conference, panel attendees were asked to reimagine the layouts of their physical storefronts with this question: “If collectively the […]

Read more