The Moments that Matter

I have often said that my earliest memory as a child is running hysterically down a hill in Puerto Rico being chased by a rooster who resented my intrusion of the chicken coop. Honestly, to this day I don’t know if it really occurred or if it was a childhood nightmare forever etched in memory. However, the vividness of that image has withstood the test of time and is almost as strong as my feelings of attachment to the island where my parents and grandparents were born. A few years ago, we held my eldest daughter’s wedding in San Juan, and my last trip was in December in 2017, following the devastating hurricanes.

I didn't sleep well the night before that last trip to the island. Being of Puerto Rican descent, I anticipated feeling many deep emotions. While I've never lived on the island, I always feel like I am home -- and in the presence of my dad -- when I am there. My father lived most of his life in the States, but I always knew his heart was back on his little farm in Bayamon. I thought about that as I exited the airplane in San Juan and saw a sea of wheelchairs. It was the elderly who had fled the worst of the hurricane’s wrath and they were coming back to the only place on earth they desired to live the remaining years of their lives. The mostly serene looks on their faces seemed to say, “It’s going to be hard, but at least I’m home.”

It's going to be hard ...

It was heart-wrenching to see first-hand the effects of the natural disasters on the island and its people. However, I was never prouder of our Company. In the immediate aftermath of the disaster, our Marriott leaders and associates in Puerto Rico did an amazing job. They took care of each other, our guests, and those in need in the community. They even helped save the lives of newborn babies by securing scarce fuel for a hospital before its electric generators, and the infants’ ventilators, failed.

I was never prouder of our Company.

It was a moment of truth and our company culture shined brightly with an outpouring of relief efforts and broad support from our hotel owners, franchisees and associates. This included the introduction of our TakeCare Relief Fund (TCRF) that is available year-round with financial support when our associates need a helping hand. Sadly, larger issues still remain, from infrastructure issues to unemployment, that will take a longer time to ameliorate on the island.

It was a moment of truth …

The island’s lingering problems were on my mind as I sat at our executive staff meeting after arriving back in Washington. We discussed my observations from the trip and I thanked everyone for their support and generosity. At the end, I candidly expressed what was in my heart in the moment, “You all have given so much. However, if it’s in your heart to do more, the need remains wide and deep, and our relief fund is nearly depleted.”

A day later, I was in an elevator at our headquarters when the doors opened and standing in front of me was Bill Marriott. After exchanging greetings, he referred to my comments at the staff meeting and said, “How much do you need?” Later that week, and after having already contributed substantially to the relief efforts, another major donation was made by the Marriott family.

How much do you need?

In a recent article, I talk about the power of the impressions we make on others. To say the least, I will never forget that impromptu conversation by the elevator. Were it not for this article, no one would know about that act of generosity, just like countless others in the life of the man we endearingly call Mr. Marriott. His was an act of compassion and sense of community, without a trace of self-interest. 

Without a trace of self-interest …

I felt it important to relay this story because it is restorative for people to know that someone truly cares about them. It reminds me of the time I personally delivered relief checks to the victims of Hurricane Katrina in New Orleans. Our associates there were deeply appreciative of the financial support, but also especially bolstered because Mr. Marriott himself was personally overseeing their aid.

The success of any business does not start with “X’s and O’s,” “digits and widgets,” or “media spin and grin.” It starts with a genuine commitment to putting the wellbeing of people first in every business decision and a deep conviction that it is the true path to sustainable success. It is true for the public instances when all can judge, and even more so at the more frequent moments when no one would be the wiser. The moments that matter are at the center of true leadership.