Bill Quiseng

Bill is a highly sought professional speaker and blogger in the areas of customer service, associate engagement, and leadership.

He continues to give customer service presentations in front of associations, Chambers of Commerce, private companies, financial institutions, high schools, community colleges, and universities.

Chief Experience Officer | Customer CARE Expert | Speaker

Marriott Vacations Worldwide

Bill was promoted as opening general manager for Pulse, the new sub-brand of Marriott Vacation Club. He oversaw a $30 million renovation of this 264 one-bedroom suite property which was reflagged on July 1, 2016.
2020 Marriott Vacations Customer Obsessed Award

General Manager

Bill was selected as first resort manager in the ten-year history of this vacation ownership resort reporting to the regional vice president. He was responsible for overseeing $50 million budget for the ownership association. Bill improved overall guest satisfaction to be ranked from #5 to #1 among Marriott Vacation Club Resorts in Hawaii in eight months. 
2014 Marriott Vacation Club Resort of the Year 
2016 Marriott Vacation Clun Resort of the Year

Resort Manager

Michigan State Associations

Keynote | Breakout Sessions Customer Service Speaker

The Henry - Autograph Collection

Bill was selected as charter general manager of The Henry, formerly The Ritz-Carlton Dearborn. He improved RevPAR Index from 77% to 102% in seven months. On similar revenue compared to Ritz-Carlton, improved EBIDTA by $1 million. The Henry was ranked #1 hotel in Dearborn by TripAdvisor and #1 in Overall Satisfaction among Autograph Collection Hotels 2010 and YTD 2011.
2011 Marriott Hotel of the Year

The Inn at Bay Harbor - A Renaissance Golf Resort

Taking over as the third general manager in the first ten months of operation, Bill upgraded the services offered at this all-suite condominium hotel and spa to become the first Renaissance property in the state of Michigan. In 2009, despite a 9% loss in top-line revenue, He improved EBIDTA by 114%. Since 2003, The Inn increased room revenue by 48% and EBIDTA by 35%. 

Bill was also responsible for the clubhouse operation of the nearby Bay Harbor Golf Club, Michigan's only Gold Medal Golf Resort recognized by Golf Digest, and the Crooked Tree Golf Club. 

He served as keynote speaker on customer service for various groups that staged events at The Inn at Bay Harbor.

2007 Renaissance Hotels & Resorts Spirit to Serve Our Guests Award
2007 Renaissance Hotels & Resorts Spirit to Serve Our Communities Award
2006 Marriott International Spirit to Serve Our Guests Award
2005 Renaissance Hotels & Resorts General Manager of the Year
2004 Marriott International Leadership Excellence Award
2004 Marriott International Sales Excellence Award

Petoskey Regional Chamber of Commerce

Bill served as customer service seminar presenter for Petoskey Chamber of Commerce Chamber U seminar series.
2004 Mission Award, Petoskey Chamber of Commerce, MI for individual contribution towards supporting the Chamber’s Mission Statement

Chamber U Customer Service Seminar Presenter

North Central Michigan College

Bill was an adjunct instructor for the class, "Customer Service" which was a pre-requisite course for office administration and medical administration tracks.

Customer Service Instructor

Resort World Vacation Properties

Bill oversaw the overall operation for this privately-owned timeshare resort company which owned and operated Clarion Suites Resort World, Clarion Suites Lake Buena Vista, and Star Island Resort in Orlando and Clarion Suites Crystal Beach in Miami Beach, and The Harbor Club - A Villa Resort in Palm Coast, Florida.

Managing Director

Doral Golf Resort and Spa

Bill directed the front-of-the-house rooms operation of this 670-room resort that produced over $20 million in room revenue annually. He served as recruiter/interviewer for rooms and related positions for the front office, bell services, concierge, transportation, recreation, housekeeping, and rooms managers as KSL took over management. After the takeover, Bill participated directly in the training of front office and recreation staff, creation of all front office standards and procedures, selection of new property management system, and staffing and implementation of in-house central reservations department.

Senior Assistant Manager | Customer Service Trainer

Boca Raton Resort

Executive Assistant Manager

I invite you to FOLLOW me on LinkedIn. Click the bell on my profile above and you will be notified when I post.  

Join me here and on Twitter, Facebook, or Instagram as your #1 resource for QUI Quotes, QUI Tips, and QUI Takeaways to energize and enthuse yourself and others to engage and WOW customers. Click on Contact Info above for links.

When you follow me, I will give you LinkedIn posts and article reminders about what you need and want to know. But I don’t train you in customer service. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is to develop THE BUSINESS. Training is for a job. And the job of customer service is to serve to satisfy the customer. The mission is to TAKE CARE of the customer.

With each post or article, I offer you customer CARE education. Our education is interactive. I educate you with customer CARE (Communicate, Acknowledge, Respond, Enrich) actions to practice your soft skills. You will learn and appreciate the value of these customer CARE excellence strategies. With recommendations and encouragement, I empower you to develop YOURSELF. You will be enthused and energized to engage customers. They will create an emotional connection with you. And everyone’s lives will be enriched. My passion is to CARE for everyone, you, your colleagues, and customers alike.

When you create a great experience for your colleagues and people, as much as you do for customers, you will earn the loyalty of both. Soon, without your focus on profits, profits will grow.

As a customer service professional, you are happy to CARE for your customers so much that they believe you are genuinely happy to CARE. It doesn’t matter if you act it or not. What matters is if our customers BELIEVE you are genuine. When it comes to customers and customer service, it’s NEVER about you. It’s ALWAYS about them. So CARE for your customers. And be GREAT out there!

I hope you have an educational legacy for everyone who interacts with customers. And I encourage you to remind them when you say, "Let’s Be GREAT out there!"


Founding Member: Mutual Appreciation Society of Aloha, Customer Service/CX Leaders Mutual Appreciation Society, Mutual Appreciation Society of Leaders.

Recognition: HOSCO 6 Inspiring Hospitality Influencers to follow, Userlike 11 Gurus of Customer Service, Future Care Today Top Ten Social Customer Service Influencers.

Specialties: hospitality service training, customer service speaker, customer service training, healthcare service training, customer service blogging.

Whatever your title or position, be a servant leader to all generations, especially Gen N.
(excerpts from my article)

Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment. Today, I want to tell you my real-life customer experience story.

On Friday, I was at the downtown CVS Pharmacy sitting in my wheelchair, waiting for my prescription. Meanwhile, a young lady looked at me and motioned if she could go ahead. When I answered yes, she asked the pharmacy clerk for her prescription. When asked by the clerk for her name and age, the young lady responded with her name and birthdate ending in 08. Since I could not easily calculate her age (because of my memory lapses due to my stroke or early onset dementia), I asked her how old she was. She quizzically looked at me, did not respond but looked at the pharmacy clerk. The clerk said that I was asking several people about their age (I did). The young lady didn't say anything to her nor did she say anything or smile to me. She simply walked away with her prescription. With that, the pharmacy clerk looked at me and shrugged.  

I envision that young lady, who I now recognize is only 16 years old, is now a part of the Gen N generation. You may think Gen N is the Now Generation who wants an experience that is quick, easy, and NOW. But, I perceive Gen N as Generation Nobody. Anyone older than Gen N is a Nobody to them. Listening with their earplugs and watching on their cellphones with their friends or young social media influencers, Gen N is oblivious to any older generation around them. In this case, I really did feel that I was a nobody to the young lady. 
 
Now that I am older and wiser, especially given this incident, I advocate this: 

QUI QUOTE: Whatever your title or position, be a servant leader who will CARE for people first. 

COMMUNICATE with each person with a smile, eye contact, and polite interaction. Inform each person transparently and interactively.,
ACKNOWLEDGE each person’s presence and value to you as a human being with emotions and feelings.
RESPOND promptly and empathetically to each person’s statements, questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every person.

Through your words and actions, ask them two questions:

"How are you feeling?"
"How can I help?"

When you ask, listen intently, respond empathetically, and act promptly to take appropriate corrective action, your people will feel respected, appreciated, and valued. You will inspire and empower them to develop themselves and engage others. Soon, everyone's experiences and, ultimately, their lives, will be enriched.

What do you think? I look forward to seeing who you consider is a GREAT servant leader.

#leadership #servantleadership #employeeengagement #employeeexperience #customerservice #customerexperience #custserv #custexp #cx

Bill Quiseng on LinkedIn • 3 min read

Whatever your title or position, be a servant leader to all generations, especially Gen N.

The QUI Rule a.k.a. The GREAT Rule: Serve to WOW customers. Serve to CARE.

You've heard of The Golden Rule: Treat people as you want to be treated.

Dr. Tony Alessandra has shared with everyone about The Platinum Rule: Treat people as they want to be treated.

Today I offer The QUI Rule, also known as the GREAT Rule: Treat customers a little better than they want to be treated.

You are happy because customers leave satisfied with your product or service. But that's not good enough. Satisfied customers feel that their experience is good, not better, just average. Nobody raves about average. And satisfied customers will not return when they find something better or less expensive.

So don't serve to satisfy customers. Don't treat customers as you expect to be treated. And don’t treat them as they want to be treated. Instead, treat them a little better than they want to be treated. Serve to WOW them. Serve to CARE.

COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them.

ACKNOWLEDGE each customer’s presence and value to you and your business.

RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.

ENRICH the experiences and, ultimately, the lives of every customer.

And Be Magnificently Boring to CARE! Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return repeatedly, spend more money, and rave about you to others on social media. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. CARE Magnificently!

The QUI RULE also known as The GREAT Rule: Treat customers a little better than they want to be treated. Serve to WOW them. Serve to CARE. 

Don't satisfy your customers and be just good. CARE for your customers and be GREAT out there!

What do you think? Whether you agree or agree to disagree, discuss or not, I'm sure that we can interact with each other without being disagreeable. So, I invite you to share your questions and comments.

#customerservice #customerexperience #customerloyalty #custserv #custexp #cx 

Click the bell 🔔 icon on the top right of my LinkedIn profile page to be notified of my posts and articles. Thank you for reading. I very much appreciate you.

Bill Quiseng on LinkedIn • 2 min read

The QUI Rule a.k.a. The GREAT Rule: Serve to WOW customers. Serve to CARE.

QUI QUOTE: Your brand is not your advertising to your customers. It’s your customers raving to others on social media about your GREAT customer CARE. To them, you’re not just good. You are GREAT out there!

#customerservice #customerexperience #customerloyalty 
#custserv #custexp #cx 

Whatever your title or position, be a servant leader to all generations, especially Gen N.
(excerpts from my article)

Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment. Today, I want to tell you my real-life customer experience story.

On Friday, I was at the downtown CVS Pharmacy sitting in my wheelchair, waiting for my prescription. Meanwhile, a young lady looked at me and motioned if she could go ahead. When I answered yes, she asked the pharmacy clerk for her prescription. When asked by the clerk for her name and age, the young lady responded with her name and birthdate ending in 08. Since I could not easily calculate her age (because of my memory lapses due to my stroke or early onset dementia), I asked her how old she was. She quizzically looked at me, did not respond but looked at the pharmacy clerk. The clerk said that I was asking several people about their age (I did). The young lady didn't say anything to her nor did she say anything or smile to me. She simply walked away with her prescription. With that, the pharmacy clerk looked at me and shrugged. 

I envision that young lady, who I now recognize is only 16 years old, is now a part of the Gen N generation. You may think Gen N is the Now Generation who wants an experience that is quick, easy, and NOW. But, I perceive Gen N as Generation Nobody. Anyone older than Gen N is a Nobody to them. Listening with their earplugs and watching on their cellphones with their friends or young social media influencers, Gen N is oblivious to any older generation around them. In this case, I really did feel that I was a nobody to the young lady. 
 
Now that I am older and wiser, especially given this incident, I advocate this: 

QUI QUOTE: Whatever your title or position, be a servant leader who will CARE for people first. 

COMMUNICATE with each person with a smile, eye contact, and polite interaction. Inform each person transparently and interactively.,
ACKNOWLEDGE each person’s presence and value to you as a human being with emotions and feelings.
RESPOND promptly and empathetically to each person’s statements, questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every person.

Through your words and actions, ask them two questions:

"How are you feeling?"
"How can I help?"

When you ask, listen intently, respond empathetically, and act promptly to take appropriate corrective action, your people will feel respected, appreciated, and valued. You will inspire and empower them to develop themselves and engage others. Soon, everyone's experiences and, ultimately, their lives, will be enriched.

What do you think? I look forward to seeing who you consider is a GREAT servant leader.

#leadership #servantleadership #employeeengagement 
#employeeexperience #customerservice #customerexperience 
#custserv #custexp #cx

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