Originally Posted by
iknowthings
I don't know about others, but where I'm from there are definitely the good McDonalds vs the not good ones (orders are wrong, buns are stale, rude employees, etc).
I understand your point, but I think that any franchise is going to have some stale buns and some good buns.
True; however, it is a question of proportions Stale buns and bad customer service used to be extremely rare at all MR brands. That percentage has been going up or at least the public perception is it has gone up. As we say in sales, perception is reality. So I agree with
TravelinSperry that the overall Marriot reputation is tarnished by the decline in customer service and lax enforcement of brand standards. It is a slippery slope and hard to tell how far down things must decline before a significant impact to revenue will occur. Based on Marriott's current actions or lack thereof, the negative impact, if any so far, is insufficient to materially affect revenue. If/when this will change in the future is TBD. Off SoapBox....
--Jon
.