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August 2013

Marriott... Setting the Bar for Customer Service


In this month's blog post, John praises the business model that Marriott International has established around customer service.  Marriott has a statement that is part of their mission and it is… “To make your every event and stay with us unforgettable and effortless.” John's latest experience with Marriott during a trip to Philadelphia highlights that mission and shows the important role that excellent customer service plays for Marriott.  It is a mission that fosters loyal customers and greater profits.

Read the full Blog Post here


Metro Bank London

Vernon and Shirley Hill 
Vernon Hill is one of the most customer driven CEO’s in the world. My research shows that when a firm implements the service strategy money falls from the sky. There is NO bank in the world as customer driven as Metro Bank. In another 7 years they will have 200 locations and about $50 billion in assets.  It started with 4 stores on July 29, 2010 and they now have 19 with more opening this year. 

View this link from Bankstocks.com on Vernon Hill and Metro Bank. Both the Marriott and Metro Bank London understand the power of service. Republic Bank where I bank in Philadelphia (1000 miles from Minneapolis) is also owned by Vernon Hill.


Inside Financial Services

In London, Vernon Hill's Metro Bank is growing fast by providing convenience and great service. Ring any bells? Tom Brown explains: Read More

Istanbul Worldwide Conference

October 10-12, 2013


Join us on this unforgettable journey as we host the 2013 SQI Worldwide Conference from Oct 10-12 in Istanbul, Turkey. We have prearranged accommodation for the group at the Nippon Hotel with group rates that includes the following services:

- 4 nights hotel (Oct 9th - 12th) stay at the Nippon Hotel including breakfast

- Airport pick up on arrival and drop off during departure

- 3 days conferenve including lunch, coffee breaks, and refreshments

- Half day Istanbul City Tour with English speaking guide

- Awards ceremony onboard private Bosphorus Cruise with dinner and entertainment


In this issue

John Tschohl, President Service Quality Institute

»Marriott Sets the Bar
»Metro Bank
»Service Strategy Certification Seminars
»Ethiopian Airlines Wins Award

  • In The Media:

» Don't Loosen That Grip, Resist The Urge To Relax Financial Controls - Retail Observer
» Cultura de servicia al cliente incrementa ganancias en 25% - El Diario De Hoy
» Healthcare Employees Can Move Up to Better Jobs - Wall Street Journal

» The Volleyball Team Manual - Is it for the Players or the Coach? - The Art of Coaching VolleyBall



Public Seminars

Find out where John will be speaking next:  

  • September 9th, 2013 Feelings (Certification) Minneapolis, MN  Learn more  

  • September 9-11, 2013 Certified Customer Service Leader (CCSL) Minneapolis, MN Learn more

  • September 9-12, 2013 Certified Customer Service Trainer (CCST) Minneaplis, MN Learn more

  • September 10-11, 2013 Leading Empowered Teams (Certification) Minneapolis, MN    Learn more


Ethiopian Airlines Ethiopian Airlines purchased our 3 year service culture plan over 2 years ago. The comments from their CEO below are very powerful.

 It is a very successful year. Thanks to the almighty God, ET is growing fast and making significant progress and improvements in customer services. Your courses are also helping us and we are very grateful for that.

Tewolde GebreMariam
Chief Executive Officer
Ethiopian Airlines, Headquarters

Ethiopian Airlines is pleased to announce that it has won SKYTRAX World Airline Award for Best Airline Staff Service in Africa for its outstanding customer service, on 18 June 2013 in Paris at Le Salon du Bourget Air Show. With its uniquely Ethiopian flavored African hospitality, Ethiopian Airlines is availing high standard products and services to meet the expectations of its customers. Ethiopian Wins SKYTRAX World Airline Award for Best Airline Staff Service in Africa - 18 June, 2013

"As a customer service organization, we clearly understand the value of high quality service delivery and accordingly we have been investing heavily in training and development of our staff on one hand and state of the art information and communication technology and fleet on the other hand. The award is a testimony of the hard work of our employees.

We thank our customers and for their strong vote of confidence. I would like to thank the more than 7,000 strong Ethiopian Airlines family, who are working hard day and night to provide the best possible travel experience to our customers. It is their customer friendly and superior service delivery that is making Ethiopian an airline of customer choice in Africa,"  said Tewolde Gebremariam, CEO of Ethiopian, when receiving the award on 18 June 2013 in Paris at Le Salon du Bourget Air Show. 

Tewolde Gebrehariam
CEO, Mr. Tewolde GebreMariam while receiving the Award

He also added, "We are proud that our first-class service delivery is being recognized by the most reputed customer-service  tracking organization in the airline industry. We thank Sky Trax for this recognition and make the pledge to our customers to work even harder to meet their high expectations.

CEO and Crew
CEO, Mr. Tewolde GebreMariam with the cabin crews

About Ethiopian
Ethiopian is implementing a 15-year strategic plan, Vision 2025, which will see it become the leading Aviation Group in Africa offering its passengers international standard product with five star service delivery.

Ethiopian Airlines, the fastest growing airline in Africa, made its maiden international flight to Cairo in 1946 and now the Airline provides dependable services to 72 international destinations spanning four continents.

Ethiopian is proud to be a Star Alliance Member. The Star Alliance network is the leading global airline network offering customers convenient worldwide reach and a smoother travel experience. The Star Alliance network offers more than 21,555 daily flights to 1,356 airports in 193 countries.

Ethiopian is a multi-award winner for its commitment and contributions towards the development and growth of the African aviation industry and in recognition of its distinguished long-haul operations enhanced by the introduction of new routes and products. Recently, Ethiopian won "Airline Reliability Performance Award" from the Bombardier Aerospace; "African Airline of the Year Award" from Air Transport Quarterly Magazine; "Transformation Award 2012" from Planet Africa Network; "International Diamond Prize for Excellence in Quality" from the European Society for Quality Research (ESQR). Also Captain Desta Zeru,

 Vice-President of Flight Operations, won "Africa Legend of Travel" award from African Travel Quarterly (ATQ) magazine; and Ethiopian Airlines CEO, Tewolde Gebremariam, won "African CEO of the year" from the African CEO Forum as well as "African Business Leader of the Year" award from the Corporate Council on Africa (CCA).

With its acquisition of and firm orders for several new modern fleet, the airline is well positioned to pursue aggressively the implementation of its 2025 strategic plan to become the leading aviation group in Africa.


If I can personally be of help, feel free to contact me.

John Tschohl
Service Quality Institute
Minneapolis, Minnesota  55420
Office 952-884-3311
Cell 612-382-5636