What's in a tone?

Two weeks ago I walked into of our teams office. We are organized into small teams devoted to a portfolio of clients. I was listening to an Associate talk to a client. He was very professional in his words and his tone. You could tell he truly wanted to help the client and serve. It made me think of my weekends calls with Atlantis and Marriott. I had to call them to look for my refund on the nights we did not stay and after I called Marriott about my Atlanta experience as I had not seen the ‘spiff’s’ they promised. The TONE of the Marriott people was so different from Atlantis. Just over the phone I felt I was inconveniencing the person at Atlantis on the phone. I ended up talking to 2 different people at Marriott and when they read my file they continued to apologize with a tone of sincerity. It’s amazing how a small thing as our tone on the phone validates out CARE or not. I believe no matter who you call at GHY our values of C.A.R.E. come through in not only tone but action.