So the success is here, we have worked hard, fretted, spent long hours fretting and doing some more. And of course with this increased success comes a certain amount of stress. Allen and I are always “on”. We have four kids between us, run a business and I battle a chronic and sometime debilitating illness. So, we make mistakes. We forget to return calls, screw-up a reservation, fail to replace a light bulb, the remote goes bad or the ants come marching in.
A few days ago we had one of our worst moments. A customer came in to return a key and caught us in the middle of a heated argument. Ooops. One of my more embarrassing moments. I could just imagine the commentary we would get from Anthony Melchiorri (Hotel Impossible – a great reality show on the Travel Channel that we watch like training videos) if the whole situation had played out on candid camera.
I suppose the real point here is that we are human. We live here as well as work here so our real lives spill out into all areas of the business. I believe that is what many of our customers like about The Pines. You are not going to get a clerk behind a counter who is waiting for his or her shift to end at some big box hotel. No, here you may catch me in my jammies on a Sunday morning when you come to return your key. But you will also get our genuine passion and love for The Pines. You will see our hard work, personal touches and attention. We will talk to you, pet your dog and give you great dining recommendations.
We try not to let the customers see the jammy wearing, exhausted, forgetful and stressed-out-arguing side of The Pines but every once in a while it creeps into the light. So, from our real selves, we apologize and if you let us know we will do whatever we can to fix what we may have forgotten, overlooked or just plain screwed-up that day.