Foreword

Too many businesses today are out of balance. They are focused on short-term results achieved through impersonal transactional negotiations where deals are concluded solely on price with little or no personal interaction and no relationship-building. This is a big mistake. At the end of the day, it's the people in the organization and the way they do business that makes the difference.

"People First" has always been the bedrock of Marriott International, from the day in 1927 when my parents opened their nine-seat root beer stand in Washington, DC, to today as an enterprise of more than 3,500 hotels in 70 countries across the globe. By listening to, respecting, valuing, and celebrating people over our 83 years, we have created inclusive environments in which the talents and ideas of millions of our guests, employees, partners, property owners, and various other stakeholders worldwide have contributed to our "Spirit to Serve" culture and helped us earn an unassailable competitive advantage.

Whether you're the leader of a mega-enterprise, the owner of the local corner drugstore, or a young executive just starting out, your ultimate success will, more often than not, depend on the mutual respect and care you consistently demonstrate for the people around you. Usually, it's the salespeople who take the time to know their customers and understand their needs who win the business. Similarly, it's the manager who consistently turns in good numbers and radiates energy and enthusiasm ...

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