Questions to Remember

This week we lost an inspiring leader and good friend, Arne Sorenson. He was the full package – brilliant intellect, inspiring leader, devoted husband and father, and a trusted friend. It honestly hurts to think of it,  but I am buoyed up by the memories of what he’s taught me.  

Over my 33 years in business, I’ve learned that high IQ doesn't necessarily translate into high emotional intelligence (EQ). Many times, it’s actually a hinderance as intelligent individuals don’t always seek advice or listen well. They tend to grow quickly in their careers and may be less reliant on others. Arne was one of the exceptions.  

I could go on and on about his wonderful leadership traits. But I’d like to call out one especially important learning – the art of asking questions.

In addition to having had the pleasure and privilege of traveling with Arne over the years, he and I had a standing monthly call. I’d prepare a “cheat sheet” of information on our results and forecasts to support any and all questions. But always the first questions would be: “Craig, how are you and Luisa doing?” Then, Arne would ask me, one by one, how each of my direct reports was doing. The third set of questions revolved around our teams and their needs. The intent was clear -- he wanted to be truly connected to people. Finally … we'd discuss numbers.  

This order of questions reminded me each month that Arne prioritized people – above results. He knew that if his people were happy, they would perform better and take care of the company.  

In our senior leadership meetings, Arne would ask a question then sit back and watch all of us debate the issue. He rarely would interrupt. He would listen thoughtfully and then, sometimes ask more questions. We all knew he had an opinion going into the meeting. His opinion was only shared at the end of the debate. And to his credit, he could be swayed by arguments from the team. He never let his intellect get in the way … even though he was the smartest person in the room.

Arne and Mr. Marriott communicated frequently. Their relationship was deeper than Chairman and CEO. It was more akin to mentor and mentee. There were signs of Mr. Marriott’s tutelage of Arne as he continued to develop as a leader. I pray that going forward, all of us will see Arne’s legacy as a leader live on through our actions and questions. 

We will miss you Arne and will always, always remember your questions – both the order and the intent. May God Bless you, as he did us, by giving us time with you.