Why the Impressions You Leave Make All the Difference

Have you ever stopped to consider what kind of impressions you leave on others?

Science tells us the quality of our relationships is a major determinant of overall wellbeing. This also means that how we choose to relate to others in our daily lives is a powerful instrument that should never be taken for granted. Our words and deeds can steady someone seeking to regain footing in life or help propel someone to achieve what was once unthinkable. Sadly, the opposite is just as true.

I saw the effects of this first hand during a trip through the Middle East. While shaking hands with hotel associates at a reception, one of them shyly said to me, “I wish you were my father.” 

It’s the kind of statement with the power to stop you in your tracks. Before I even uttered a word, they went on to add, “because you care about all of us.”  

I can distinctly remember feeling a little older and wiser in that moment.

While this was my first and only encounter with this particular soft-spoken, thoughtful associate, I’ve never stopped thinking about it.  

The dynamic and sentiment would prove not to be an isolated event.

More recently, I crossed paths with another associate who started as a dishwasher after immigrating to the United States in the 1980’s. Today, he’s a leader in one of our businesses and credits his rise to opportunity, empowerment and mentorship at Marriott. 

While he humbly downplays his obvious personal determination and talents, there’s no doubt he has repaid what he's received many times over through his genuine care for others.

These examples and countless others have informed what I’ve come to realize and appreciate: a people-first culture and the essential purpose of inclusiveness leads to affection for the company and improved business outcomes. 

In the hospitality industry, we see up-close the benefits of a welcoming spirit and of ensuring everyone feels valued and respected. Certainly, we want everyone who crosses the thresholds of our over 6,700 locations to feel at home and surrounded by caring family.

As we continue to build a caring and inclusive world both inside and outside of Marriott International, we join 150 other organizations to celebrate a Global Day of Understanding. It’s not a new cause for us. In fact, it’s part of a wonderful and humane legacy left to us by our company founders.  

They fundamentally understood what has never been more relevant. Here are several useful takeaways:

— Recognize no policy or program can replace the inherent acceptance, warmth and caring that can only be offered by one human being to another. 

—  Insist no one should ever be reduced to a depersonalized stereotype and reinforce it’s mission-critical to guard against unconscious biases that get in the way of healthy relationships.

— Be humbled and uplifted by opportunities to make a positive difference in the lives of others.

— Empower employees and personally endeavor to offer healing and enriching impressions every day.

I can only imagine the powerful impression and difference these actions could collectively make—transcending all audiences and geographies—in 2019 and beyond.