1 00:00:00,000 --> 00:00:02,000 Let's get the party started. 2 00:00:02,000 --> 00:00:03,000 All right. 3 00:00:03,000 --> 00:00:04,000 The party's already here. 4 00:00:04,000 --> 00:00:06,000 Well, when you showed up, it is. 5 00:00:06,000 --> 00:00:07,000 Woohoo. 6 00:00:07,000 --> 00:00:10,000 All right, so welcome back to Tales from the Service Industry, 7 00:00:10,000 --> 00:00:13,000 the podcast that we sit around and complain about people 8 00:00:13,000 --> 00:00:15,000 and their stupid behavior at hotels. 9 00:00:15,000 --> 00:00:16,000 Yeah. 10 00:00:16,000 --> 00:00:17,000 I'm your host, I'm Bill. 11 00:00:17,000 --> 00:00:19,000 Tonight we have Liz with us. 12 00:00:19,000 --> 00:00:20,000 Hi, team. 13 00:00:20,000 --> 00:00:21,000 And Ms. B. 14 00:00:21,000 --> 00:00:22,000 Hey, guys. 15 00:00:22,000 --> 00:00:23,000 What up? 16 00:00:23,000 --> 00:00:24,000 Hi, I'm Liz. 17 00:00:24,000 --> 00:00:25,000 Hi, I'm Liz. 18 00:00:25,000 --> 00:00:26,000 I'm Liz. 19 00:00:26,000 --> 00:00:27,000 I'm Liz. 20 00:00:27,000 --> 00:00:28,000 I'm Liz. 21 00:00:28,000 --> 00:00:29,000 What up? 22 00:00:29,000 --> 00:00:31,000 I feel like we always do this. 23 00:00:31,000 --> 00:00:35,000 There's like so much lead up and chit chat, and then we actually. 24 00:00:35,000 --> 00:00:36,000 Do you're in the headlight moment? 25 00:00:36,000 --> 00:00:39,000 Press record and we're like, oh, what do we do now? 26 00:00:39,000 --> 00:00:40,000 Exactly. 27 00:00:40,000 --> 00:00:42,000 Oh, we get out of practice too. 28 00:00:42,000 --> 00:00:43,000 We do. 29 00:00:43,000 --> 00:00:48,000 And that's actually kind of the reason why there's been a little bit of a gap in posting 30 00:00:48,000 --> 00:00:49,000 episodes. 31 00:00:49,000 --> 00:00:50,000 Sorry. 32 00:00:50,000 --> 00:00:51,000 Yeah, we apologize. 33 00:00:51,000 --> 00:00:54,000 But unfortunately, well, or fortunately for all those that are in the hotel business, 34 00:00:54,000 --> 00:00:55,000 it's budget season. 35 00:00:55,000 --> 00:00:59,000 And if you are in the hotel business, you know what I'm talking about. 36 00:00:59,000 --> 00:01:02,000 Budget health is what I like to call it. 37 00:01:02,000 --> 00:01:03,000 Yeah, pretty much. 38 00:01:03,000 --> 00:01:05,000 So wave one of budgets is done. 39 00:01:05,000 --> 00:01:07,000 So little break. 40 00:01:07,000 --> 00:01:08,000 Let's record. 41 00:01:08,000 --> 00:01:09,000 Yes, we are. 42 00:01:09,000 --> 00:01:14,000 Do we want to be honest with the listeners about the episode that will not ever come 43 00:01:14,000 --> 00:01:15,000 to be published? 44 00:01:15,000 --> 00:01:17,000 It's really never going to see the letter day. 45 00:01:17,000 --> 00:01:18,000 We had an OOPS guys. 46 00:01:18,000 --> 00:01:23,000 We had a great idea and it just did not come through like we thought it would. 47 00:01:23,000 --> 00:01:24,000 None of it's salvageable. 48 00:01:24,000 --> 00:01:25,000 No, okay. 49 00:01:25,000 --> 00:01:26,560 Well, just be you were there, but you were not there. 50 00:01:26,560 --> 00:01:28,000 I was getting tattooed. 51 00:01:28,000 --> 00:01:29,000 Okay. 52 00:01:29,000 --> 00:01:33,000 So, so let's let's lay down the premise before I give the answer. 53 00:01:33,000 --> 00:01:34,000 Okay. 54 00:01:34,000 --> 00:01:40,000 So a few months back, we had an episode with Chelsea Dagger, our tattoo artist friend. 55 00:01:40,000 --> 00:01:41,000 It was a great interview. 56 00:01:41,000 --> 00:01:42,000 Love having her here. 57 00:01:42,000 --> 00:01:48,000 And it sparked the idea of, Hey, what if we did a remote podcast from the tattoo studio? 58 00:01:48,000 --> 00:01:50,000 Like how fun would that be? 59 00:01:50,000 --> 00:01:51,000 Right. 60 00:01:51,000 --> 00:01:52,000 And it would be a lot of fun. 61 00:01:52,000 --> 00:01:57,000 So you hear this like hum of the tattoo gun, like in the background and little tidbits 62 00:01:57,000 --> 00:02:02,000 of convos, you hear the background noise of just hustle and bustle of the tattoo studio. 63 00:02:02,000 --> 00:02:07,000 The wincing of Ms. B as she gets stabbed thousands of times a minute by little needle. 64 00:02:07,000 --> 00:02:09,000 That definitely did occur. 65 00:02:09,000 --> 00:02:13,000 Well, I think our origin idea did not include Ms. B getting tattooed. 66 00:02:13,000 --> 00:02:16,000 It just came to fruition because you got tattooed. 67 00:02:16,000 --> 00:02:17,000 Right. 68 00:02:17,000 --> 00:02:18,000 Right. 69 00:02:18,000 --> 00:02:21,000 The timing worked out that it was Ms. B getting tattooed. 70 00:02:21,000 --> 00:02:25,500 So, you know, we broke down the studio, we packed it up, we took it to the tattoo studio, 71 00:02:25,500 --> 00:02:31,000 we got everything set up, Ms. B got on the table, the tattoo guns started going and 72 00:02:31,000 --> 00:02:35,000 we realized it's not as controllable as the TFTSI studio. 73 00:02:35,000 --> 00:02:37,000 It's very true. 74 00:02:37,000 --> 00:02:39,000 All that other wonderful stuff. 75 00:02:39,000 --> 00:02:41,000 And I was not prepared for it. 76 00:02:41,000 --> 00:02:44,000 And the results showed that I was not prepared for it. 77 00:02:44,000 --> 00:02:49,000 Even at the time of recording, you and I were like looking at each other like, Oh my God, 78 00:02:49,000 --> 00:02:50,000 what are we doing? 79 00:02:50,000 --> 00:02:51,000 This, this ain't right. 80 00:02:51,000 --> 00:02:52,000 Oh yeah. 81 00:02:52,000 --> 00:02:53,000 Cause I couldn't even hear anything. 82 00:02:53,000 --> 00:02:55,000 So I have no idea what it even sounded like. 83 00:02:55,000 --> 00:02:56,000 Yeah. 84 00:02:56,000 --> 00:02:57,000 No, it was terrible. 85 00:02:57,000 --> 00:02:58,000 So it threw out the whole thing. 86 00:02:58,000 --> 00:03:01,000 I fiddled with everything and about the halfway through. 87 00:03:01,000 --> 00:03:02,000 Yes. 88 00:03:02,000 --> 00:03:06,000 We got kind of the settings down where it needed to be and it started to sound okay. 89 00:03:06,000 --> 00:03:10,000 And then we hit the max on the file record and the thing shut off. 90 00:03:10,000 --> 00:03:13,000 I actually forgot about that until just now. 91 00:03:13,000 --> 00:03:14,000 Yeah. 92 00:03:14,000 --> 00:03:17,000 And then the doc that I brought from my laptop failed. 93 00:03:17,000 --> 00:03:18,000 Oh my God. 94 00:03:18,000 --> 00:03:22,000 I couldn't even transfer and clear off the card to basically go back and try and do a 95 00:03:22,000 --> 00:03:23,000 read intro. 96 00:03:23,000 --> 00:03:24,000 Oh my God. 97 00:03:24,000 --> 00:03:27,000 We had no idea where it maxed out either. 98 00:03:27,000 --> 00:03:28,000 No. 99 00:03:28,000 --> 00:03:30,000 I think we were kind of like, all right, let's take like a potty break. 100 00:03:30,000 --> 00:03:32,000 Let's give Miss B like a stretch break from her pain. 101 00:03:32,000 --> 00:03:36,000 And we're like, Oh crap, we're not recording anything. 102 00:03:36,000 --> 00:03:37,000 Yeah. 103 00:03:37,000 --> 00:03:38,000 Oh my God. 104 00:03:38,000 --> 00:03:39,000 That's funny. 105 00:03:39,000 --> 00:03:41,000 I wonder how many times I said it's spicy. 106 00:03:41,000 --> 00:03:45,000 Well, even Chelsea a couple of times was like, uh, it's gonna, it's gonna get spicy. 107 00:03:45,000 --> 00:03:46,000 It's gonna get spicy. 108 00:03:46,000 --> 00:03:47,000 Yeah. 109 00:03:47,000 --> 00:03:50,000 And then you could hear you be like, who? 110 00:03:50,000 --> 00:03:53,000 Like, which is sort of wins and pay. 111 00:03:53,000 --> 00:03:59,000 You try not to make noise into the mic, like moving my mouth away. 112 00:03:59,000 --> 00:04:04,000 There were a couple of times you sounded like a jet engine winding up. 113 00:04:04,000 --> 00:04:06,000 Cause you know, it's funny. 114 00:04:06,000 --> 00:04:09,000 Like most tattoos I've gotten, I don't even like wints. 115 00:04:09,000 --> 00:04:10,000 Like I talk the whole time. 116 00:04:10,000 --> 00:04:12,000 One time I sing and listen to music and stuff. 117 00:04:12,000 --> 00:04:14,000 This is the spiciest spot I've ever gotten. 118 00:04:14,000 --> 00:04:20,000 Well, I also think it was like the needle type or whatever she was using on some areas too. 119 00:04:20,000 --> 00:04:21,000 Yeah. 120 00:04:21,000 --> 00:04:22,000 And that is sensitive skin. 121 00:04:22,000 --> 00:04:23,000 I know. 122 00:04:23,000 --> 00:04:24,000 Go figure. 123 00:04:24,000 --> 00:04:28,000 Don't regret it one bit, but recording during it was a little challenging for all of us. 124 00:04:28,000 --> 00:04:31,000 I have to give it to Chelsea. 125 00:04:31,000 --> 00:04:33,000 We were all like in the weeds. 126 00:04:33,000 --> 00:04:37,000 I could clearly tell it wasn't going good at all. 127 00:04:37,000 --> 00:04:42,000 And then Chelsea would come and like lean over like to the mic as she's tattooing you 128 00:04:42,000 --> 00:04:49,000 and just spit like absolute magic of words and like so thoughtful and so eloquent. 129 00:04:49,000 --> 00:04:51,000 And make something you'll never hear. 130 00:04:51,000 --> 00:04:54,000 How is she like, we'll have to have her back. 131 00:04:54,000 --> 00:04:55,000 We have to. 132 00:04:55,000 --> 00:04:56,000 Yes. 133 00:04:56,000 --> 00:04:57,000 I like the way her brain works. 134 00:04:57,000 --> 00:04:58,000 Me too. 135 00:04:58,000 --> 00:04:59,000 Yeah. 136 00:04:59,000 --> 00:05:03,000 So any Hoosie, if you want to give Chelsea a follow, it's Chelsea dagger underscore tattoos. 137 00:05:03,000 --> 00:05:11,000 Oh, but what else has been going on with you guys other than budget season and a holes and B holes and a lot of dumb, diddy, dumb, dumps. 138 00:05:11,000 --> 00:05:12,000 Yeah, man. 139 00:05:12,000 --> 00:05:18,000 Biggest problem we've been having lately is that sense that policies don't apply to you 140 00:05:18,000 --> 00:05:21,000 and no responsibility to be taken on your part. 141 00:05:21,000 --> 00:05:22,000 Of course. 142 00:05:22,000 --> 00:05:26,000 Had a guy that what is this week and a half ago that I don't know what his deal was. 143 00:05:26,000 --> 00:05:32,000 I don't know if he was watching a game that didn't go the right way or whatever, but he chucked the remote at the TV six, six times. 144 00:05:32,000 --> 00:05:33,000 Six times. 145 00:05:33,000 --> 00:05:34,000 Yeah. 146 00:05:34,000 --> 00:05:35,000 That's not even like a mistake. 147 00:05:35,000 --> 00:05:36,000 That's so bad. 148 00:05:36,000 --> 00:05:40,000 So you might be sitting there going, well, how do you know it was six times? 149 00:05:40,000 --> 00:05:46,000 Six things in the six spider web shattered things in the flat screen. 150 00:05:46,000 --> 00:05:48,000 Do you know what day of the week it was? 151 00:05:48,000 --> 00:05:49,000 Yes. 152 00:05:49,000 --> 00:05:50,000 Paging the research department. 153 00:05:50,000 --> 00:05:53,000 Well, I'm just really curious if it was like on a football game day. 154 00:05:53,000 --> 00:05:58,000 Maybe it was that Jets game that what's his face like ended his career in one game. 155 00:05:58,000 --> 00:05:59,000 Are you talking about? 156 00:05:59,000 --> 00:06:00,000 Oh my gosh. 157 00:06:00,000 --> 00:06:01,000 Why am I blanking now? 158 00:06:01,000 --> 00:06:02,000 It's what everyone's talking about. 159 00:06:02,000 --> 00:06:03,000 I'm not good at sports though. 160 00:06:03,000 --> 00:06:04,000 Is it the Achilles? 161 00:06:04,000 --> 00:06:05,000 Yes. 162 00:06:05,000 --> 00:06:06,000 That one. 163 00:06:06,000 --> 00:06:08,000 Oh, it was on the Jets, right? 164 00:06:08,000 --> 00:06:09,000 Aaron Rogers. 165 00:06:09,000 --> 00:06:10,000 Maybe it was that game. 166 00:06:10,000 --> 00:06:11,000 Where's the bell? 167 00:06:11,000 --> 00:06:12,000 I need a ding, ding, ding. 168 00:06:12,000 --> 00:06:13,000 Yeah. 169 00:06:13,000 --> 00:06:16,000 Career for plays at the first game of the season. 170 00:06:16,000 --> 00:06:19,000 And the only reason I know any of this because I don't watch any sports is just reels and 171 00:06:19,000 --> 00:06:20,000 TikTok and Instagram. 172 00:06:20,000 --> 00:06:23,000 Oh, it actually pulls up on your social media. 173 00:06:23,000 --> 00:06:24,000 That's interesting. 174 00:06:24,000 --> 00:06:25,000 Yeah, because it's just a trending. 175 00:06:25,000 --> 00:06:26,000 Yeah. 176 00:06:26,000 --> 00:06:27,000 I don't follow any sports. 177 00:06:27,000 --> 00:06:28,000 It was a Monday. 178 00:06:28,000 --> 00:06:29,000 So Monday night football. 179 00:06:29,000 --> 00:06:30,000 Monday night football. 180 00:06:30,000 --> 00:06:31,000 Sunday game. 181 00:06:31,000 --> 00:06:32,000 Sunday game. 182 00:06:32,000 --> 00:06:33,000 Sorry. 183 00:06:33,000 --> 00:06:34,000 It was, it was God. 184 00:06:34,000 --> 00:06:36,000 It was almost a month ago. 185 00:06:36,000 --> 00:06:37,000 Holy smokes. 186 00:06:37,000 --> 00:06:38,840 So Shatter's the TV. 187 00:06:38,840 --> 00:06:39,840 We charged him. 188 00:06:39,840 --> 00:06:40,840 Guess what we get today? 189 00:06:40,840 --> 00:06:41,840 A dispute. 190 00:06:41,840 --> 00:06:42,840 A dispute. 191 00:06:42,840 --> 00:06:43,840 That's hilarious. 192 00:06:43,840 --> 00:06:44,840 But I'm sure you have photos. 193 00:06:44,840 --> 00:06:45,840 I do have photos. 194 00:06:45,840 --> 00:06:47,120 In fact, I have two. 195 00:06:47,120 --> 00:06:51,800 One of just the TV and then one of the TV with his parking permit that he left behind 196 00:06:51,800 --> 00:06:54,000 that shows his folio number on it. 197 00:06:54,000 --> 00:06:55,000 Oh, what a dumbass. 198 00:06:55,000 --> 00:07:00,000 The folio number matches the receipt that is going to be sent to the credit card company. 199 00:07:00,000 --> 00:07:01,500 Please don't tell me he won. 200 00:07:01,500 --> 00:07:03,000 We haven't completed it yet. 201 00:07:03,000 --> 00:07:04,000 Got an A hole. 202 00:07:04,000 --> 00:07:05,000 That's not possible. 203 00:07:05,000 --> 00:07:09,920 Okay, so here's the thing and this is why I'm sure why he's disputing it. 204 00:07:09,920 --> 00:07:11,400 We charged him a thousand dollars. 205 00:07:11,400 --> 00:07:12,400 TVs are expensive. 206 00:07:12,400 --> 00:07:15,560 But do you know why TVs are expensive? 207 00:07:15,560 --> 00:07:18,560 All the programming and stuff that has to be done to make it a TV that's unique to that 208 00:07:18,560 --> 00:07:19,560 room. 209 00:07:19,560 --> 00:07:24,480 No, it's the hardware that allows it to interface with the hotel's movie system. 210 00:07:24,480 --> 00:07:26,120 So it's called a Pro idiom TV. 211 00:07:26,120 --> 00:07:30,880 If we didn't have a movie system and all of that, I could run down and get one for a couple 212 00:07:30,880 --> 00:07:31,880 hundred bucks. 213 00:07:31,880 --> 00:07:32,880 Holy smokes. 214 00:07:32,880 --> 00:07:37,120 I'm gonna get a Wal-Mart and get a 70 inch TV for 500 bucks now. 215 00:07:37,120 --> 00:07:42,240 But a 55 inch TV that's Pro idiom for the hotel is 900 bucks. 216 00:07:42,240 --> 00:07:43,240 Wow. 217 00:07:43,240 --> 00:07:44,760 Plus, he got pissed off. 218 00:07:44,760 --> 00:07:48,280 He pulled the microwave out of the cabinet, threw it to the floor. 219 00:07:48,280 --> 00:07:49,280 This guy's insane. 220 00:07:49,280 --> 00:07:50,280 Yeah, I don't know. 221 00:07:50,280 --> 00:07:51,280 Whatever. 222 00:07:51,280 --> 00:07:53,800 So yeah, we charged him a thousand bucks. 223 00:07:53,800 --> 00:07:56,720 900 for the TV and 100 bucks for the microwave. 224 00:07:56,720 --> 00:07:57,720 He sounds about right. 225 00:07:57,720 --> 00:07:59,720 Is the remote okay? 226 00:07:59,720 --> 00:08:00,720 Okay. 227 00:08:00,720 --> 00:08:02,200 Well, you laughed. 228 00:08:02,200 --> 00:08:05,440 But your question actually is legit because the remote exploded. 229 00:08:05,440 --> 00:08:06,440 Yeah. 230 00:08:06,440 --> 00:08:07,440 Of course it did. 231 00:08:07,440 --> 00:08:08,720 That's what was my thought. 232 00:08:08,720 --> 00:08:10,120 When we went into the room, the... 233 00:08:10,120 --> 00:08:12,880 You just see pieces of plastic like strewn about the room. 234 00:08:12,880 --> 00:08:18,120 I give kudos to this little remote that could because so the battery compartment was open. 235 00:08:18,120 --> 00:08:20,320 The bottom half of the shell was off. 236 00:08:20,320 --> 00:08:21,600 The top half was off. 237 00:08:21,600 --> 00:08:25,080 The little rubbery thing for the key pad inserts was... 238 00:08:25,080 --> 00:08:26,080 Wow. 239 00:08:26,080 --> 00:08:28,040 This whole remote was in like eight different pieces. 240 00:08:28,040 --> 00:08:31,280 So I'm standing there as we're talking about the damage to the room and I'm kind of putting 241 00:08:31,280 --> 00:08:33,720 everything back together and I'm snapping it together. 242 00:08:33,720 --> 00:08:34,720 Damn thing works. 243 00:08:34,720 --> 00:08:36,280 And it doesn't even look like it. 244 00:08:36,280 --> 00:08:38,240 It doesn't look damaged at all. 245 00:08:38,240 --> 00:08:39,720 So we're not charging for the remote. 246 00:08:39,720 --> 00:08:40,720 But I wonder... 247 00:08:40,720 --> 00:08:41,720 That's insane. 248 00:08:41,720 --> 00:08:42,720 Okay, okay, okay. 249 00:08:42,720 --> 00:08:45,120 But let's like put ourselves in his shoes for a minute. 250 00:08:45,120 --> 00:08:49,560 I wonder first, you know, bad call, bad play, throws the remote. 251 00:08:49,560 --> 00:08:51,200 Does the remote like stick? 252 00:08:51,200 --> 00:08:55,480 At what point did the remote go into eight pieces or did it come piece by piece and like 253 00:08:55,480 --> 00:08:56,480 each throw? 254 00:08:56,480 --> 00:08:57,480 It was so interesting. 255 00:08:57,480 --> 00:08:59,560 One little piece came off. 256 00:08:59,560 --> 00:09:00,560 It's possible. 257 00:09:00,560 --> 00:09:01,560 I don't know. 258 00:09:01,560 --> 00:09:02,560 It's possible. 259 00:09:02,560 --> 00:09:04,560 We finally did the remote to say like, I'm done. 260 00:09:04,560 --> 00:09:05,560 I'm going to break. 261 00:09:05,560 --> 00:09:06,560 Oh, we have photos. 262 00:09:06,560 --> 00:09:07,560 Yeah. 263 00:09:07,560 --> 00:09:08,560 Of course I got receipts. 264 00:09:08,560 --> 00:09:09,560 Oh my God. 265 00:09:09,560 --> 00:09:10,560 That's insane. 266 00:09:10,560 --> 00:09:11,560 I cannot. 267 00:09:11,560 --> 00:09:14,920 It's not like it's not like he could have been upset, thrown the remote, kept watching 268 00:09:14,920 --> 00:09:15,920 the game. 269 00:09:15,920 --> 00:09:17,280 The first hit would have destroyed the... 270 00:09:17,280 --> 00:09:18,280 Well, that is clearly... 271 00:09:18,280 --> 00:09:24,080 This is literally a toddler in adult form that was never taught how to be an adult. 272 00:09:24,080 --> 00:09:28,360 Like just this is the toddler temper tantrum now 40 years later. 273 00:09:28,360 --> 00:09:29,360 Yes. 274 00:09:29,360 --> 00:09:33,440 You know, unfortunately he's also a rewards member. 275 00:09:33,440 --> 00:09:35,120 Of course he is. 276 00:09:35,120 --> 00:09:36,120 What? 277 00:09:36,120 --> 00:09:37,120 Middle tier? 278 00:09:37,120 --> 00:09:38,120 No. 279 00:09:38,120 --> 00:09:39,120 Top tier? 280 00:09:39,120 --> 00:09:40,120 No. 281 00:09:40,120 --> 00:09:41,120 Second from the top. 282 00:09:41,120 --> 00:09:42,120 Like second from the bottom. 283 00:09:42,120 --> 00:09:43,120 Yeah. 284 00:09:43,120 --> 00:09:44,120 Yeah. 285 00:09:44,120 --> 00:09:45,120 Okay. 286 00:09:45,120 --> 00:09:46,120 That's what I thought. 287 00:09:46,120 --> 00:09:47,120 I wanted tier status. 288 00:09:47,120 --> 00:09:48,120 That's insane. 289 00:09:48,120 --> 00:09:49,120 And I love the parking pass so much. 290 00:09:49,120 --> 00:09:50,120 Oh, that's amazing. 291 00:09:50,120 --> 00:09:52,760 No, I don't know why it gives me so much joy. 292 00:09:52,760 --> 00:09:55,560 Like seeing points or you know, whatever. 293 00:09:55,560 --> 00:09:56,560 Yeah. 294 00:09:56,560 --> 00:09:59,640 I mean, I don't know if it's like as crazy of a story, but we had a room that we had 295 00:09:59,640 --> 00:10:00,640 to put it out of order. 296 00:10:00,640 --> 00:10:02,280 Oh, I just realized. 297 00:10:02,280 --> 00:10:03,280 I'm sorry. 298 00:10:03,280 --> 00:10:04,400 Cardinal rule. 299 00:10:04,400 --> 00:10:07,040 So you wouldn't have noticed it by the folio number. 300 00:10:07,040 --> 00:10:08,040 I did. 301 00:10:08,040 --> 00:10:09,040 That's a walk-in folio number. 302 00:10:09,040 --> 00:10:11,080 Oh, of course it is. 303 00:10:11,080 --> 00:10:13,640 Walk-ins are always, they're always the trash. 304 00:10:13,640 --> 00:10:14,640 They're the ones. 305 00:10:14,640 --> 00:10:15,640 No. 306 00:10:15,640 --> 00:10:17,760 Who walks into a hotel and says, hey, do you have a room? 307 00:10:17,760 --> 00:10:18,760 You'd be surprised. 308 00:10:18,760 --> 00:10:19,760 You'd be surprised. 309 00:10:19,760 --> 00:10:20,760 They're always the troublemakers. 310 00:10:20,760 --> 00:10:23,200 And a lot of them just want to, for a couple of hours. 311 00:10:23,200 --> 00:10:25,480 And watch a game. 312 00:10:25,480 --> 00:10:30,360 But the worst ones though are the walk-ins from the same city you live in. 313 00:10:30,360 --> 00:10:31,360 Yes. 314 00:10:31,360 --> 00:10:36,880 So our actual director of accounting wanted to charge a higher incidental hold for any 315 00:10:36,880 --> 00:10:39,600 area codes within X amount of miles. 316 00:10:39,600 --> 00:10:42,680 And I was like, that's a great idea, but I can't execute that. 317 00:10:42,680 --> 00:10:44,120 Up the rate for everybody. 318 00:10:44,120 --> 00:10:45,120 I know. 319 00:10:45,120 --> 00:10:47,200 Like we've talked about that before. 320 00:10:47,200 --> 00:10:52,000 It's that, you know, hotels will charge 50 bucks for an incidental fee per day. 321 00:10:52,000 --> 00:10:54,200 What can you replace for 50 bucks in the room? 322 00:10:54,200 --> 00:10:55,200 Nothing. 323 00:10:55,200 --> 00:10:58,600 It's like a remote, but that little remote was stronger than everything else in the room. 324 00:10:58,600 --> 00:10:59,600 So funny. 325 00:10:59,600 --> 00:11:02,720 I think you can buy your own remotes if the remotes last like that. 326 00:11:02,720 --> 00:11:03,720 Dang. 327 00:11:03,720 --> 00:11:08,000 But I mean, like, you know, so the guy comes in and he trashes the microwave and the TV. 328 00:11:08,000 --> 00:11:10,320 So I've got a $50 hold. 329 00:11:10,320 --> 00:11:11,880 That does mean nothing. 330 00:11:11,880 --> 00:11:12,880 Nothing. 331 00:11:12,880 --> 00:11:14,720 That's so insane. 332 00:11:14,720 --> 00:11:17,920 In reality, the hold would be at least one night room and tax. 333 00:11:17,920 --> 00:11:21,680 Like, you know, almost like you do with rent when you're renting a place. 334 00:11:21,680 --> 00:11:22,680 Yeah. 335 00:11:22,680 --> 00:11:23,680 You pay first and last. 336 00:11:23,680 --> 00:11:26,240 You rent the room for one night, so your incidental hold is one night. 337 00:11:26,240 --> 00:11:28,080 And then first and last. 338 00:11:28,080 --> 00:11:30,040 Start this petition because I'm all for it. 339 00:11:30,040 --> 00:11:31,040 All right. 340 00:11:31,040 --> 00:11:32,120 Get us a change petition on there. 341 00:11:32,120 --> 00:11:33,320 What's your current property? 342 00:11:33,320 --> 00:11:34,320 75. 343 00:11:34,320 --> 00:11:35,880 What was your previous property? 344 00:11:35,880 --> 00:11:36,880 150. 345 00:11:36,880 --> 00:11:37,880 I mean, that's more than that. 346 00:11:37,880 --> 00:11:39,080 And then my property before that was 100. 347 00:11:39,080 --> 00:11:42,040 See, it's up to the individual property. 348 00:11:42,040 --> 00:11:47,000 But if you have frequent guests at a, you know, your hotel, how much flak are you going 349 00:11:47,000 --> 00:11:49,320 to get from people like returning? 350 00:11:49,320 --> 00:11:50,320 Oh, well, okay. 351 00:11:50,320 --> 00:11:51,320 No, it's the return. 352 00:11:51,320 --> 00:11:53,760 The first time I was here, it was $50. 353 00:11:53,760 --> 00:11:54,760 Why is it 100? 354 00:11:54,760 --> 00:11:55,760 We haven't heard that before. 355 00:11:55,760 --> 00:11:56,760 Oh, true. 356 00:11:56,760 --> 00:11:57,760 You're kind of used to it, I guess. 357 00:11:57,760 --> 00:11:58,760 Yeah. 358 00:11:58,760 --> 00:12:01,120 Plus on top of that, you know, we get those folks that they've traveled the world and 359 00:12:01,120 --> 00:12:03,840 they've never been charged an incidental fee. 360 00:12:03,840 --> 00:12:06,520 I made a tick talk about that. 361 00:12:06,520 --> 00:12:11,360 I spend 200 nights a year in a hotel and I have never been charged an incidental. 362 00:12:11,360 --> 00:12:13,240 No, I think you have about 200 times. 363 00:12:13,240 --> 00:12:14,240 You just don't know it. 364 00:12:14,240 --> 00:12:15,240 You just don't know it. 365 00:12:15,240 --> 00:12:16,240 Said the same thing. 366 00:12:16,240 --> 00:12:19,800 And part of the problem with the incidentals is that so many people use debit cards now. 367 00:12:19,800 --> 00:12:21,520 You take away their cash. 368 00:12:21,520 --> 00:12:24,720 Yeah, guys, don't use a debit card at a hotel when you're checking in. 369 00:12:24,720 --> 00:12:25,720 No. 370 00:12:25,720 --> 00:12:28,880 If you really, really want to use it, use it at check out. 371 00:12:28,880 --> 00:12:34,520 So I had a guy this last weekend who, fun fact, we are not a pet friendly hotel. 372 00:12:34,520 --> 00:12:35,520 Hey, neither are we. 373 00:12:35,520 --> 00:12:37,480 We've never been a pet friendly hotel. 374 00:12:37,480 --> 00:12:41,320 It says on the website, it says, like, there's nothing out there that says we've ever or 375 00:12:41,320 --> 00:12:43,280 will ever be pet friendly. 376 00:12:43,280 --> 00:12:47,520 And this guy checks in, he does not let anyone know that he has a dog. 377 00:12:47,520 --> 00:12:48,520 Never does. 378 00:12:48,520 --> 00:12:52,400 I don't really doubt about it because the guests near him call and complain. 379 00:12:52,400 --> 00:12:57,120 Of course he was in one of our best rooms, one of our corner suites with a balcony. 380 00:12:57,120 --> 00:13:00,080 The dog barks a lot, gets lots of complaints. 381 00:13:00,080 --> 00:13:03,440 The front desk agent, you know, calls up and says, you know, sir, we're not a pet friendly 382 00:13:03,440 --> 00:13:04,440 hotel. 383 00:13:04,440 --> 00:13:05,440 He's like, oh, I didn't know. 384 00:13:05,440 --> 00:13:08,080 She's like, and also you never disclosed you had a pet at check in. 385 00:13:08,080 --> 00:13:09,720 And he's like, oh, well, I do. 386 00:13:09,720 --> 00:13:10,840 And she's like, well, we're not pet friendly. 387 00:13:10,840 --> 00:13:12,400 He's like, well, the dog's not going anywhere. 388 00:13:12,400 --> 00:13:15,520 And she's like, okay, well, I'm charging you a hundred and fifty dollar fee. 389 00:13:15,520 --> 00:13:17,640 And he's like, okay, I'm gonna check out tomorrow. 390 00:13:17,640 --> 00:13:24,160 So then the next day comes at Sunday and he checks out in the room, reeks of like wet 391 00:13:24,160 --> 00:13:25,160 dog. 392 00:13:25,160 --> 00:13:27,240 Like, I don't know what was going on. 393 00:13:27,240 --> 00:13:30,840 It just smelled so bad of like dog and like bad dog. 394 00:13:30,840 --> 00:13:33,680 So not just like, you know, your dog was just in the room and left. 395 00:13:33,680 --> 00:13:36,480 There's not really like a note into that, but like, I don't know if maybe they like 396 00:13:36,480 --> 00:13:38,920 bathed it and it rolled around on everything. 397 00:13:38,920 --> 00:13:40,520 Like, I don't know what they did. 398 00:13:40,520 --> 00:13:43,160 To be clear, it wasn't like pee or poop smell. 399 00:13:43,160 --> 00:13:46,680 No, it best to be described as like just dog. 400 00:13:46,680 --> 00:13:49,960 Like, like, like he bathed his dog in hot garbage. 401 00:13:49,960 --> 00:13:50,960 Yeah. 402 00:13:50,960 --> 00:13:52,720 And like, we don't have carpet. 403 00:13:52,720 --> 00:13:56,680 They didn't see any pee or poo anywhere, but it just reeked. 404 00:13:56,680 --> 00:13:57,680 No carpet. 405 00:13:57,680 --> 00:13:58,680 Dog. 406 00:13:58,680 --> 00:13:59,680 Yeah. 407 00:13:59,680 --> 00:14:00,920 So I would imagine like, okay, yeah, for how long was this day? 408 00:14:00,920 --> 00:14:01,920 One night. 409 00:14:01,920 --> 00:14:02,920 How is that possible? 410 00:14:02,920 --> 00:14:03,920 But like, yeah, room smelled like that. 411 00:14:03,920 --> 00:14:05,240 So we didn't get it either. 412 00:14:05,240 --> 00:14:07,320 We're like, cause I mean, we still have couches. 413 00:14:07,320 --> 00:14:10,600 We have other fixtures that can like hold the smell. 414 00:14:10,600 --> 00:14:14,440 And like maybe it went potty out on the balcony, but basically we had to call in a third party 415 00:14:14,440 --> 00:14:17,320 company to come and spray it cause they also noticed there was like bugs and stuff. 416 00:14:17,320 --> 00:14:18,320 So they weren't safe. 417 00:14:18,320 --> 00:14:19,320 They were. 418 00:14:19,320 --> 00:14:20,320 Oh my God. 419 00:14:20,320 --> 00:14:21,320 So that room has been out of order. 420 00:14:21,320 --> 00:14:23,520 We just got it back today. 421 00:14:23,520 --> 00:14:26,120 And today is Thursday, Wednesday. 422 00:14:26,120 --> 00:14:27,120 Wednesday. 423 00:14:27,120 --> 00:14:28,120 Today is Wednesday. 424 00:14:28,120 --> 00:14:29,480 So it's been out of order since Sunday. 425 00:14:29,480 --> 00:14:30,600 So the company came, treated it. 426 00:14:30,600 --> 00:14:31,600 It had to be deep clean. 427 00:14:31,600 --> 00:14:32,600 So it's been out since then. 428 00:14:32,600 --> 00:14:36,840 So they were charging additional hundred dollars for a cleaning fee that did not cover. 429 00:14:36,840 --> 00:14:40,440 See that, that's the stuff that frustrates me is that people look at it and go, oh, so 430 00:14:40,440 --> 00:14:41,440 what's the big deal? 431 00:14:41,440 --> 00:14:45,760 The big deal is you checked out on Sunday, which means I couldn't sell the room Sunday 432 00:14:45,760 --> 00:14:50,120 night, Monday night, Tuesday night, and we just have it treated on Wednesday. 433 00:14:50,120 --> 00:14:52,280 So I don't get it back until Thursday. 434 00:14:52,280 --> 00:14:54,200 I should be charging you lost revenue. 435 00:14:54,200 --> 00:14:55,200 Yeah, we should. 436 00:14:55,200 --> 00:14:56,960 And the guy was like, why did you guys charge me 250? 437 00:14:56,960 --> 00:14:59,640 And I was like, well, one, you brought a dog that wasn't disclosed. 438 00:14:59,640 --> 00:15:01,240 And he's like, yeah, I knew about the 150. 439 00:15:01,240 --> 00:15:02,360 It was like, yeah. 440 00:15:02,360 --> 00:15:06,880 And then when you left the room required extra cleaning due to the smell of dog. 441 00:15:06,880 --> 00:15:08,760 And I said, so that was a hundred dollar cleaning fee. 442 00:15:08,760 --> 00:15:10,480 And we had to bring in a third party company. 443 00:15:10,480 --> 00:15:14,760 He got so pissed and was like yelling, telling me how he's a rewards member, how this is 444 00:15:14,760 --> 00:15:17,160 ridiculous that you guys can't do that. 445 00:15:17,160 --> 00:15:19,840 It was like, sir, we are not a pet friendly hotel. 446 00:15:19,840 --> 00:15:24,560 And he's like, well, whatever, I'm just going to write a bad review and I'm just not going 447 00:15:24,560 --> 00:15:25,560 to deal with you anymore. 448 00:15:25,560 --> 00:15:26,560 They said, okay, I'm sorry. 449 00:15:26,560 --> 00:15:27,560 You feel that way. 450 00:15:27,560 --> 00:15:28,560 But you're not sorry. 451 00:15:28,560 --> 00:15:31,880 And I'm like, I'm not sorry for charging you because you brought a dog that you didn't 452 00:15:31,880 --> 00:15:35,960 disclose in the reservation, but I'm sorry that you were so upset by it. 453 00:15:35,960 --> 00:15:38,520 I said, so I do that. 454 00:15:38,520 --> 00:15:40,120 Did you file a case against him? 455 00:15:40,120 --> 00:15:44,720 No, I was so busy today. 456 00:15:44,720 --> 00:15:47,400 And I was just like, dude, you brought a dog. 457 00:15:47,400 --> 00:15:48,400 You didn't disclose it. 458 00:15:48,400 --> 00:15:49,400 And then he made a, all right. 459 00:15:49,400 --> 00:15:50,400 Okay. 460 00:15:50,400 --> 00:15:51,400 Okay. 461 00:15:51,400 --> 00:15:52,400 Okay. 462 00:15:52,400 --> 00:15:53,400 Okay. 463 00:15:53,400 --> 00:15:54,400 Okay. 464 00:15:54,400 --> 00:15:55,400 Okay. 465 00:15:55,400 --> 00:15:56,400 Okay. 466 00:15:56,400 --> 00:15:57,400 Okay. 467 00:15:57,400 --> 00:15:58,400 Okay. 468 00:15:58,400 --> 00:15:59,400 Okay. 469 00:15:59,400 --> 00:16:00,400 Okay. 470 00:16:00,400 --> 00:16:01,400 Okay. 471 00:16:01,400 --> 00:16:02,400 Okay. 472 00:16:02,400 --> 00:16:03,400 Okay. 473 00:16:03,400 --> 00:16:04,400 Okay. 474 00:16:04,400 --> 00:16:05,400 Okay. 475 00:16:05,400 --> 00:16:06,400 Okay. 476 00:16:06,400 --> 00:16:07,400 Okay. 477 00:16:07,400 --> 00:16:08,400 Okay. 478 00:16:08,400 --> 00:16:09,400 Okay. 479 00:16:09,400 --> 00:16:10,400 Okay. 480 00:16:10,400 --> 00:16:11,400 Okay, okay. 481 00:16:11,400 --> 00:16:12,400 Okay. 482 00:16:12,400 --> 00:16:13,400 Okay, okay. 483 00:16:13,400 --> 00:16:14,400 Alright. 484 00:16:14,400 --> 00:16:15,400 Okay. 485 00:16:15,400 --> 00:16:16,400 Okay. 486 00:16:16,400 --> 00:16:17,400 Okay. 487 00:16:17,400 --> 00:16:36,920 And then we have to bend over to what prospector had Ajax pulled at his customer and, uh 488 00:16:36,920 --> 00:16:39,160 made a delivery car today. 489 00:16:39,160 --> 00:16:44,160 But I will say we did not end the summer without a holiday weekend story. 490 00:16:44,160 --> 00:16:45,160 Oh, I'm excited. 491 00:16:45,160 --> 00:16:50,160 So as you guys know, I opened the brand new fitness center. 492 00:16:50,160 --> 00:16:54,160 Well, no, actually, the last time we talked about the fitness center, 493 00:16:54,160 --> 00:16:55,160 Oh boy. 494 00:16:55,160 --> 00:16:57,160 you were not open yet. 495 00:16:57,160 --> 00:16:58,160 Oh, we opened. 496 00:16:58,160 --> 00:16:59,160 Yay! 497 00:16:59,160 --> 00:17:00,160 Yay! 498 00:17:00,160 --> 00:17:08,160 The last time we talked, you were fighting the fight over getting trash cans that they wouldn't get you on Cap X. 499 00:17:08,160 --> 00:17:10,160 Yeah, they didn't. 500 00:17:10,160 --> 00:17:12,160 Bastards. 501 00:17:12,160 --> 00:17:14,160 But the new trash cans look beautiful. 502 00:17:14,160 --> 00:17:18,160 They're nice and stainless steel and I polish them like once a week. 503 00:17:18,160 --> 00:17:19,160 That's so cute. 504 00:17:19,160 --> 00:17:25,160 Every single drop of sweat that is like not on the treadmill, like belt, but the side. 505 00:17:25,160 --> 00:17:26,160 Oh, on the frame. 506 00:17:26,160 --> 00:17:27,160 On the frame. 507 00:17:27,160 --> 00:17:29,160 I see a drip of sweat like dried. 508 00:17:29,160 --> 00:17:31,160 I'm like, I have to clean it. 509 00:17:31,160 --> 00:17:32,160 I have to clean it. 510 00:17:32,160 --> 00:17:34,160 I thought that would make a better noise. 511 00:17:34,160 --> 00:17:39,160 So yeah, we're not only like cleaning the equipment for sanitary reasons, obviously, 512 00:17:39,160 --> 00:17:44,160 we want to get all the stupid germs and sweat off the seats, the touch points, all of that. 513 00:17:44,160 --> 00:17:50,160 No, I'm having them like dust the frame and like keep it looking new as long as possible. 514 00:17:50,160 --> 00:17:54,160 The shroud where like the weight stack is like inside encapsulated. 515 00:17:54,160 --> 00:17:55,160 I love it. 516 00:17:55,160 --> 00:17:57,160 It is so freaking cool. 517 00:17:57,160 --> 00:18:00,160 I got to say, I built a really, really dope fitness center. 518 00:18:00,160 --> 00:18:04,160 And I assume you have all those old farts who miss the old junk. 519 00:18:04,160 --> 00:18:06,160 Don't even get me started. 520 00:18:06,160 --> 00:18:08,160 There's always those. 521 00:18:08,160 --> 00:18:13,160 So okay, when you're where's the old treadmill that is by the window is my favorite. 522 00:18:13,160 --> 00:18:16,160 I like the way it squeaked and rocked and seemed like it was going to explode. 523 00:18:16,160 --> 00:18:18,160 So there is one. 524 00:18:18,160 --> 00:18:22,160 People are calling it a piece of equipment, but you can't call it a piece of equipment. 525 00:18:22,160 --> 00:18:25,160 It is a stretching table. 526 00:18:25,160 --> 00:18:27,160 So it's the size of a double bed. 527 00:18:27,160 --> 00:18:28,160 Okay. 528 00:18:28,160 --> 00:18:30,160 And it is a table. 529 00:18:30,160 --> 00:18:33,160 The legs are I kid you not two by fours. 530 00:18:33,160 --> 00:18:38,160 And it is just a padded top with like a vinyl like I should take a picture of it. 531 00:18:38,160 --> 00:18:41,160 It is an ugly monstrosity of a thing. 532 00:18:41,160 --> 00:18:45,160 And the people are calling it a that piece of equipment was just fantastic. 533 00:18:45,160 --> 00:18:47,160 I'm sure it was like so expensive. 534 00:18:47,160 --> 00:18:50,160 It needs to be in the fitness facility. 535 00:18:50,160 --> 00:18:54,160 And I'm like, uh, yeah, thank you for bringing that to my attention. 536 00:18:54,160 --> 00:18:55,160 I'm hearing you. 537 00:18:55,160 --> 00:18:57,160 No, but we're still looking. 538 00:18:57,160 --> 00:18:58,160 We're still looking at final touches. 539 00:18:58,160 --> 00:19:04,160 And to be honest, I'm not sure if that table will quite fit in the facility and maintain 540 00:19:04,160 --> 00:19:06,160 our ADA compliance. 541 00:19:06,160 --> 00:19:11,160 Well, you can just move this whole, you know, room around this whole room around. 542 00:19:11,160 --> 00:19:16,160 And I'm like, no, we meticulously designed this facility for certain exercises to be 543 00:19:16,160 --> 00:19:17,160 in certain areas. 544 00:19:17,160 --> 00:19:18,160 It flows. 545 00:19:18,160 --> 00:19:19,160 And the thing is, 546 00:19:19,160 --> 00:19:20,160 Go structure it home on your bed. 547 00:19:20,160 --> 00:19:21,160 Crazy person. 548 00:19:21,160 --> 00:19:22,160 God freaking awful. 549 00:19:22,160 --> 00:19:23,160 Okay. 550 00:19:23,160 --> 00:19:25,160 No, we're not eliminating the table. 551 00:19:25,160 --> 00:19:27,160 I'm just not putting it in the fitness center. 552 00:19:27,160 --> 00:19:31,160 I'm putting it in the basketball court, which is 20 feet away from the fitness. 553 00:19:31,160 --> 00:19:32,160 Shut up. 554 00:19:32,160 --> 00:19:33,160 So you still like left it? 555 00:19:33,160 --> 00:19:34,160 Yes. 556 00:19:34,160 --> 00:19:35,160 That's so funny. 557 00:19:35,160 --> 00:19:36,160 So many complaints about this. 558 00:19:36,160 --> 00:19:37,160 I kid you not. 559 00:19:37,160 --> 00:19:41,160 And one, one woman was like, well, that is just unacceptable. 560 00:19:41,160 --> 00:19:46,160 And I said, for you to walk 20 feet to the basketball court, literally said that to her. 561 00:19:46,160 --> 00:19:49,160 She goes, well, yes, that is such an inconvenience. 562 00:19:49,160 --> 00:19:51,160 I was like, well, I'm sorry you feel that way. 563 00:19:51,160 --> 00:19:52,160 So she will. 564 00:19:52,160 --> 00:19:55,160 Well, first of all, she had a conversation with my employee about it. 565 00:19:55,160 --> 00:19:57,160 My employee was like, Liz, I need your help. 566 00:19:57,160 --> 00:20:00,160 Like she will not stop about this table. 567 00:20:00,160 --> 00:20:04,160 So I go to her and I'm starting to have the conversation in the fitness center with like 568 00:20:04,160 --> 00:20:07,160 other people present, other team members present. 569 00:20:07,160 --> 00:20:08,160 It's an uncomfortable combo. 570 00:20:08,160 --> 00:20:13,160 And then she like gets on a recumbent bike and she doesn't like me telling her no. 571 00:20:13,160 --> 00:20:16,160 So she purposely asking questions about this recumbent bike. 572 00:20:16,160 --> 00:20:18,160 Granted, I've had the equipment like a week and a half. 573 00:20:18,160 --> 00:20:21,160 I'm not an expert at everything. 574 00:20:21,160 --> 00:20:25,160 Like I'm, I'm still getting to learn to getting trained on this stuff is like, this is how 575 00:20:25,160 --> 00:20:26,160 you turn it on. 576 00:20:26,160 --> 00:20:27,160 This is how you make a custom workout. 577 00:20:27,160 --> 00:20:28,160 This is how you like log in. 578 00:20:28,160 --> 00:20:29,160 Yeah. 579 00:20:29,160 --> 00:20:31,160 This is how you log in a Netflix, not, well, what does this button do? 580 00:20:31,160 --> 00:20:32,160 What does this button do? 581 00:20:32,160 --> 00:20:33,160 Where is this? 582 00:20:33,160 --> 00:20:34,160 Where is this? 583 00:20:34,160 --> 00:20:35,160 Where is this? 584 00:20:35,160 --> 00:20:36,160 Well, the old screen looked like this. 585 00:20:36,160 --> 00:20:38,160 And I'm like, lady, what do you want the screen to look like? 586 00:20:38,160 --> 00:20:39,160 Well, I don't know. 587 00:20:39,160 --> 00:20:41,160 I'm like, okay, well, what about this? 588 00:20:41,160 --> 00:20:42,160 And she's like, no, I don't like that. 589 00:20:42,160 --> 00:20:43,160 Okay. 590 00:20:43,160 --> 00:20:44,160 Well, what about this? 591 00:20:44,160 --> 00:20:45,160 No, I don't like that. 592 00:20:45,160 --> 00:20:46,160 And she goes, stop touching it. 593 00:20:46,160 --> 00:20:47,160 Stop touching it. 594 00:20:47,160 --> 00:20:48,160 I'll figure it out. 595 00:20:48,160 --> 00:20:54,160 Okay, fine. So then she goes to like our admin office, like complain and says, I want the 596 00:20:54,160 --> 00:20:57,160 manager to call me about the interaction I just had. 597 00:20:57,160 --> 00:21:02,160 So I get an email saying, Hey, you know, this member, she had like a conversation in the 598 00:21:02,160 --> 00:21:04,160 fitness center today and she wants you to call her. 599 00:21:04,160 --> 00:21:05,160 It was me. 600 00:21:05,160 --> 00:21:10,160 She wants to complain about her conversation with me to you to me. 601 00:21:10,160 --> 00:21:11,160 That's amazing. 602 00:21:11,160 --> 00:21:12,160 How did that go? 603 00:21:12,160 --> 00:21:14,160 So I call her the next day. 604 00:21:14,160 --> 00:21:18,160 And I'm like, I understand you wanted to follow up phone call in our conversation from yesterday. 605 00:21:18,160 --> 00:21:22,160 And she goes, well, not from you said, Oh, I understand you wanted the manager of the 606 00:21:22,160 --> 00:21:23,160 department to like give you a call. 607 00:21:23,160 --> 00:21:26,160 She goes, well, what do you do? 608 00:21:26,160 --> 00:21:28,160 Well, I'm filling your request. 609 00:21:28,160 --> 00:21:34,160 And I say, I run the department, ma'am. 610 00:21:34,160 --> 00:21:38,160 So any information I told you yesterday is pretty damn accurate. 611 00:21:38,160 --> 00:21:43,160 You're not talking to a 17 year old wiping down fitness equipment. 612 00:21:43,160 --> 00:21:44,160 Oh, that's amazing. 613 00:21:44,160 --> 00:21:49,160 So then she goes, well, who do you, who's your boss? 614 00:21:49,160 --> 00:21:52,160 My boss is Mrs. So-and-So general manager. 615 00:21:52,160 --> 00:21:54,160 Well, I need her to call me. 616 00:21:54,160 --> 00:21:58,160 So bill, you'll like this because I had my bosses back in this moment. 617 00:21:58,160 --> 00:22:00,160 Well, you know, she is out of office today. 618 00:22:00,160 --> 00:22:03,160 I'm not quite sure when she will return. 619 00:22:03,160 --> 00:22:04,160 Fair. 620 00:22:04,160 --> 00:22:09,160 And I am not sure what her schedule is like the coming days when she does return. 621 00:22:09,160 --> 00:22:12,160 So is there anything I can like help you with in this moment? 622 00:22:12,160 --> 00:22:14,160 No, I really want her to call me. 623 00:22:14,160 --> 00:22:15,160 Okay. 624 00:22:15,160 --> 00:22:18,160 So the next day when I see my boss, I go, yeah, Mrs. 625 00:22:18,160 --> 00:22:19,160 So-and-So wants you to call her. 626 00:22:19,160 --> 00:22:20,160 She goes, who is it? 627 00:22:20,160 --> 00:22:24,160 And we like look him up and she's like, yeah, I'm not calling her. 628 00:22:24,160 --> 00:22:25,160 She wants to talk to me. 629 00:22:25,160 --> 00:22:27,160 She can walk in here and talk to me. 630 00:22:27,160 --> 00:22:28,160 That's funny. 631 00:22:28,160 --> 00:22:30,160 So does no one follow it up with her? 632 00:22:30,160 --> 00:22:32,160 I called her again. 633 00:22:32,160 --> 00:22:35,160 Well, no, I see her every freaking day. 634 00:22:35,160 --> 00:22:36,160 Oh, yeah. 635 00:22:36,160 --> 00:22:37,160 Four o'clock on the dot. 636 00:22:37,160 --> 00:22:39,160 Did you tell her to be the capacity on the message? 637 00:22:39,160 --> 00:22:42,160 No, because she avoids me now and it's so satisfying. 638 00:22:42,160 --> 00:22:45,160 But the stretching table is a big topic. 639 00:22:45,160 --> 00:22:49,160 We have like two more cardio pieces on the way to like finish up the facility. 640 00:22:49,160 --> 00:22:51,160 We have a lot more training to do. 641 00:22:51,160 --> 00:22:52,160 It's a brand brand new. 642 00:22:52,160 --> 00:22:54,160 It's totally different than the old facility. 643 00:22:54,160 --> 00:22:57,160 So it's just reiterating the expectations to the staff. 644 00:22:57,160 --> 00:22:58,160 Okay. 645 00:22:58,160 --> 00:23:01,160 I'm trying not to let the negative outweigh the positive. 646 00:23:01,160 --> 00:23:02,160 Yeah. 647 00:23:02,160 --> 00:23:03,160 Change is hard. 648 00:23:03,160 --> 00:23:04,160 It is. 649 00:23:04,160 --> 00:23:08,160 And we didn't build the facility for, you know, we've been accused of only building 650 00:23:08,160 --> 00:23:13,160 it for men or only building it for young people or, you know, you didn't put live TVs. 651 00:23:13,160 --> 00:23:16,160 What am I supposed to do when I'm running on the treadmill? 652 00:23:16,160 --> 00:23:21,160 And I think like you're supposed to run like, I'm sorry, you can watch Ina garden when you're 653 00:23:21,160 --> 00:23:22,160 sitting at home on your couch. 654 00:23:22,160 --> 00:23:24,160 You don't need to watch it while you're on a treadmill. 655 00:23:24,160 --> 00:23:26,160 Tune in on the streaming thingies. 656 00:23:26,160 --> 00:23:31,160 You tried telling like an 85 year old that, but it's so funny for me to say like, well, 657 00:23:31,160 --> 00:23:35,160 you can log into like your Netflix or Hulu, your YouTube TV. 658 00:23:35,160 --> 00:23:38,160 And they're like, I don't know what that is. 659 00:23:38,160 --> 00:23:43,160 I do have a group of guys hooked on playing solitaire on the treadmills in the morning 660 00:23:43,160 --> 00:23:44,160 when they walk. 661 00:23:44,160 --> 00:23:48,160 Can you imagine playing solitaire and like dragging a card across the screen while like 662 00:23:48,160 --> 00:23:49,160 walking on a treadmill? 663 00:23:49,160 --> 00:23:51,160 That is so weird. 664 00:23:51,160 --> 00:23:55,160 There is definitely more positive feedback, but the negative feedback is so loud. 665 00:23:55,160 --> 00:23:56,160 Way is on me. 666 00:23:56,160 --> 00:23:57,160 Yep. 667 00:23:57,160 --> 00:23:58,160 We get that especially in hotels. 668 00:23:58,160 --> 00:24:03,160 It's, you know, you could have, I would say like 98% of your guests are happy and enjoy 669 00:24:03,160 --> 00:24:07,160 their experience, but that 2% is so loud, so obnoxious. 670 00:24:07,160 --> 00:24:08,160 Yeah, but okay. 671 00:24:08,160 --> 00:24:09,160 So build on that. 672 00:24:09,160 --> 00:24:11,160 How many rooms do you have at your hotel? 673 00:24:11,160 --> 00:24:12,160 369. 674 00:24:12,160 --> 00:24:13,160 Okay. 675 00:24:13,160 --> 00:24:19,160 So just for ease of math in my brain at this time of night in budget season, let's just 676 00:24:19,160 --> 00:24:20,160 call it 300. 677 00:24:20,160 --> 00:24:21,160 Okay. 678 00:24:21,160 --> 00:24:22,160 I like that better. 679 00:24:22,160 --> 00:24:25,160 So you got 2% of your guests are potentially pains in the ass. 680 00:24:25,160 --> 00:24:26,160 Yeah. 681 00:24:26,160 --> 00:24:29,160 That still leaves you with six jerks that you have to deal with every single day. 682 00:24:29,160 --> 00:24:31,160 Oh, so it's probably less than two. 683 00:24:31,160 --> 00:24:32,160 But yeah. 684 00:24:32,160 --> 00:24:34,160 So it's like, what percentage did you say? 685 00:24:34,160 --> 00:24:38,160 I said 6% or 2% 2% of 300 would be six. 686 00:24:38,160 --> 00:24:39,160 See, he's in budget season. 687 00:24:39,160 --> 00:24:40,160 He's good. 688 00:24:40,160 --> 00:24:46,160 Oh, I literally did the math or you just go two times three equals six. 689 00:24:46,160 --> 00:24:48,160 I don't know where the comma is. 690 00:24:48,160 --> 00:24:50,160 So I'm going to have to decimal point. 691 00:24:50,160 --> 00:24:52,160 Research and math department. 692 00:24:52,160 --> 00:24:53,160 Okay. 693 00:24:53,160 --> 00:24:54,160 Fair enough. 694 00:24:54,160 --> 00:24:55,160 So I'm at a little smaller hotel. 695 00:24:55,160 --> 00:24:58,160 So I get to deal with two jerks a day more or less. 696 00:24:58,160 --> 00:24:59,160 My favorite. 697 00:24:59,160 --> 00:25:02,160 And this is the both you ladies will appreciate this one. 698 00:25:02,160 --> 00:25:06,160 So don't even quote me on the timetable here since I was so wrong on the bus at TV. 699 00:25:06,160 --> 00:25:07,160 That was almost a month ago. 700 00:25:07,160 --> 00:25:09,160 I thought it was like a week ago. 701 00:25:09,160 --> 00:25:13,160 But recently I had this woman that was causing a bunch of problems. 702 00:25:13,160 --> 00:25:18,160 She was in one room, which weirdly enough was directly next to my office. 703 00:25:18,160 --> 00:25:19,160 Weird. 704 00:25:19,160 --> 00:25:20,160 Oh my God. 705 00:25:20,160 --> 00:25:23,160 And I like you can knock on the wall and it would be her room. 706 00:25:23,160 --> 00:25:24,160 Yeah, exactly. 707 00:25:24,160 --> 00:25:26,160 It was common wall between my office and that guest room. 708 00:25:26,160 --> 00:25:29,160 The entire day I hear nothing but music bumping. 709 00:25:29,160 --> 00:25:36,160 And then I hear arguing loud enough that I could clearly discern through the wall what was going on. 710 00:25:36,160 --> 00:25:37,160 Okay. 711 00:25:37,160 --> 00:25:38,160 So what did I do? 712 00:25:38,160 --> 00:25:39,160 I recorded it. 713 00:25:39,160 --> 00:25:44,160 Oh, because I was going to have to go have a conversation with this woman. 714 00:25:44,160 --> 00:25:50,160 So I recorded like 20 seconds of hearing the yelling and the profanity and everything else coming through my office wall. 715 00:25:50,160 --> 00:25:55,160 So that when I went and talked to her, I could have a conversation with her and be like, look, this is unacceptable. 716 00:25:55,160 --> 00:25:57,160 I'm hearing this through a wall. 717 00:25:57,160 --> 00:25:58,160 Yeah. 718 00:25:58,160 --> 00:25:59,160 So had a conversation with her. 719 00:25:59,160 --> 00:26:01,160 You got to dial it down. 720 00:26:01,160 --> 00:26:04,160 If you are going to continue like this, I'm going to ask you to leave. 721 00:26:04,160 --> 00:26:05,160 Good. 722 00:26:05,160 --> 00:26:06,160 They dial it down. 723 00:26:06,160 --> 00:26:07,160 So they stay that night. 724 00:26:07,160 --> 00:26:10,160 The next morning they want a room transfer because they wanted two Queens instead of a king. 725 00:26:10,160 --> 00:26:12,160 So we transform to another room. 726 00:26:12,160 --> 00:26:13,160 We go in to go clean the room. 727 00:26:13,160 --> 00:26:15,160 There's dog hair everywhere. 728 00:26:15,160 --> 00:26:19,160 It looks like they've been there for a week and a half, not 24 hours. 729 00:26:19,160 --> 00:26:20,160 Wow. 730 00:26:20,160 --> 00:26:23,160 So I go to the next room, have a conversation with her. 731 00:26:23,160 --> 00:26:26,160 What's going on with the pet hair, blah, blah, blah, blah, blah. 732 00:26:26,160 --> 00:26:27,160 There's no dog in the room. 733 00:26:27,160 --> 00:26:30,160 I don't have a pet, et cetera, et cetera. 734 00:26:30,160 --> 00:26:36,160 Well, I have a photograph of the chair in the room and it's covered in dog hair. 735 00:26:36,160 --> 00:26:45,160 So if you can explain to me how this photo of your room is not pet hair, then I'm okay with that, but I need you to explain it to me. 736 00:26:45,160 --> 00:26:46,160 Oh, gosh. 737 00:26:46,160 --> 00:26:48,160 She's like, oh, well, you know what? 738 00:26:48,160 --> 00:26:50,160 You can see that I don't like hair at all. 739 00:26:50,160 --> 00:26:51,160 Look at my husband. 740 00:26:51,160 --> 00:26:55,160 He's just shaking his head and she like starts going off and it's profanity after profanity. 741 00:26:55,160 --> 00:26:59,160 It's like this attitude of you can't talk to me. 742 00:26:59,160 --> 00:27:00,160 You don't know me kind of a thing. 743 00:27:00,160 --> 00:27:03,160 So I'm like, you know, let's just bring it down. 744 00:27:03,160 --> 00:27:05,160 I'm trying to have a conversation with you. 745 00:27:05,160 --> 00:27:08,160 I'm trying to understand what's going on because this is what I'm seeing. 746 00:27:08,160 --> 00:27:11,160 You're telling me you don't have a pet, but I'm seeing pet hair. 747 00:27:11,160 --> 00:27:13,160 We found dog kibble in the room too. 748 00:27:13,160 --> 00:27:14,160 Oh my gosh. 749 00:27:14,160 --> 00:27:19,440 I don't understand how what you're telling me fits what I've seen myself 750 00:27:19,960 --> 00:27:24,880 Based on your behavior of the yelling the profanity the dog hair etc 751 00:27:24,880 --> 00:27:29,000 I don't feel you're being straight with me. No, not at all. So I kind of laid out on the line 752 00:27:29,000 --> 00:27:31,200 She's like, you know, I'm sorry. We'll we'll be good 753 00:27:32,000 --> 00:27:34,000 But where's the dog? 754 00:27:35,240 --> 00:27:41,520 Exactly, where's the dog, right? I wait one question. Yeah, she transferred rooms without anyone seeing a dog yet 755 00:27:41,520 --> 00:27:44,600 We never saw an animal never saw an animal period 756 00:27:44,600 --> 00:27:49,720 But when she checked out of the second room dog hair as well, but none of us saw an animal 757 00:27:49,720 --> 00:27:52,680 Were you at her room when you were having this conversation? 758 00:27:52,680 --> 00:27:54,320 Yeah, when she came to the door 759 00:27:54,320 --> 00:28:00,260 She did one of those like barely open it and squeeze through exactly so she had a pet. I know she had a pet 760 00:28:00,260 --> 00:28:03,640 And it's in a bag. Yeah, go on. Yeah. Anyway, so as I'm talking to her 761 00:28:03,640 --> 00:28:08,240 She's swearing quite a bit and I at one point I told her look I said we're having a conversation 762 00:28:08,400 --> 00:28:11,200 Can we drop the profanity? I said, you know, you're in the hallway 763 00:28:11,200 --> 00:28:16,400 Other people can hear there's families here. Let's just clean it up. She looks me and she goes. Oh, you know what? 764 00:28:16,400 --> 00:28:17,900 I get ghetto 765 00:28:17,900 --> 00:28:24,760 I'm like, well, I'm not sure how that really correlates with our conversation. I'm just asking you to stop dropping F bombs every other word 766 00:28:24,760 --> 00:28:28,480 Mm-hmm. Oh, I'm sorry. I just get ghetto. That's how I am. I just get ghetto 767 00:28:29,200 --> 00:28:33,960 Okay, fine. So next day she goes to check out we've charged her the pet fee 768 00:28:33,960 --> 00:28:37,920 I told her we were gonna charge her a pet fee. She agreed to the pet fee 769 00:28:37,920 --> 00:28:42,140 She said she was gonna charge her sister because somehow now they don't have a dog 770 00:28:42,140 --> 00:28:45,080 But you know, oh, it must have been my sister bringing her cat kind of a thing 771 00:28:45,080 --> 00:28:47,840 And she yeah, I don't know I don't understand it all myself 772 00:28:47,840 --> 00:28:54,920 So the next morning I'm down in the back office and I hear this woman at the front desk and she's going off at my front desk 773 00:28:55,080 --> 00:28:56,520 Supervisor. Oh, no 774 00:28:56,520 --> 00:28:59,020 What do you think she's disputing the pet fee? 775 00:28:59,520 --> 00:29:04,560 He did not he or she did not take it off. Did they know they did not but here's the boat got to him in time 776 00:29:04,560 --> 00:29:10,760 Yes, I did actually I'm standing there listening and I hear a very different story 777 00:29:11,080 --> 00:29:17,040 Than what we talked about the day before. Oh, her sister was no longer involved. I know that's a shock to all of you 778 00:29:17,680 --> 00:29:22,720 That the story was not consistent. So being the guy that I am I walk out there now 779 00:29:22,720 --> 00:29:28,680 I'm not tiny by any means I stand right in front of the woman. I'm right next to my supervisor 780 00:29:28,680 --> 00:29:35,840 She is continuing on and on and on about the conversation. I spoke to your GM yesterday and you're like hi 781 00:29:36,320 --> 00:29:39,960 No, so I'm just standing there like Joe Schmoe. Yeah, right go on 782 00:29:40,080 --> 00:29:44,840 Yeah, I'm just letting her talk and she keeps going on about I talked to your GM yesterday 783 00:29:44,840 --> 00:29:50,240 And he said such and such I talked to your GM and he said this I talked to your GM and he didn't tell me that blah blah blah 784 00:29:50,240 --> 00:29:54,160 And it dawned on me at that moment. She had no idea who I was 785 00:29:54,160 --> 00:30:01,600 No, despite having stood in the hallway with her and had legitimately a good 10 to 15 minute conversation with this woman 786 00:30:01,840 --> 00:30:05,320 She had no clue who I was she was trying to be a bully 787 00:30:05,320 --> 00:30:10,400 She was she was definitively elevating the temperature. The profanity was coming out 788 00:30:10,400 --> 00:30:15,000 She was getting really pissy with my front desk supervisor and I finally just stepped in and I said ma'am 789 00:30:15,000 --> 00:30:21,840 Do you have any idea who I am and she just kind of looked at me and I said because we spoke yesterday for a good 10 minutes 790 00:30:21,840 --> 00:30:25,120 Yeah, I said you do realize I'm the GM 791 00:30:26,640 --> 00:30:33,320 The one that you're referencing things to my supervisor that were not said yesterday and were not covered yesterday 792 00:30:34,440 --> 00:30:37,800 And she just looked at me for a heartbeat and you could see that like 793 00:30:40,280 --> 00:30:44,880 Yeah, she got her hand caught in the cookie jar right at that point here comes the profanity 794 00:30:44,880 --> 00:30:50,360 Of course comes the ghetto. Yeah, and she starts getting belligerent now a few episodes back 795 00:30:50,360 --> 00:30:54,320 I made the comment that when people are in the wrong they go through three steps three stages 796 00:30:55,640 --> 00:31:00,640 It's the belligerent. You don't know who I am then it's the oh take pity on me 797 00:31:00,640 --> 00:31:04,120 I'm in a really tough spot blah blah blah blah and then it's straight crazy 798 00:31:04,120 --> 00:31:10,280 So when she realized that she was getting nowhere and now she got her hand caught in the cookie jar the belligerence came out 799 00:31:10,280 --> 00:31:13,320 Yeah, she starts swearing at me blah blah blah blah 800 00:31:13,320 --> 00:31:19,220 I looked her square on the eye and the same thing that she said to me the day before I said straight to her and I said look 801 00:31:19,220 --> 00:31:21,220 I don't want to get ghetto with you 802 00:31:23,360 --> 00:31:28,480 What I had had enough of this woman it was look not the most professional thing 803 00:31:31,480 --> 00:31:33,480 It was warranted in this situation 804 00:31:34,120 --> 00:31:38,800 Good, but the thing that was interesting is that one of the guys that was with her that had been sitting down 805 00:31:38,800 --> 00:31:43,160 Heard me say that looks over and I'm like, oh snap this guy's gonna get involved 806 00:31:43,160 --> 00:31:48,280 Yeah, he did get involved, but it was not what I expected. He stood up. He walked over and he goes 807 00:31:48,280 --> 00:31:54,040 What's going on and she looks at me? She looks at him and she starts getting all amped up again 808 00:31:54,040 --> 00:31:58,800 Oh my god, he looks at her and says why don't you go sit down? I'll take care of 809 00:31:59,800 --> 00:32:07,120 Now this guy looks like full of Otto. I mean he's facial tattoos big neck tattoos. All right. All right 810 00:32:07,120 --> 00:32:09,320 I'm like, oh things are gonna go south and 811 00:32:10,280 --> 00:32:16,140 After she walked away. He's like hey man. Look, I'm so sorry. I love it. She gets ghetto 812 00:32:16,140 --> 00:32:21,780 Yeah, pretty much and it was absolutely not what I had expected from this gentleman. Oh 813 00:32:22,300 --> 00:32:28,060 Yeah, he and I talked he's like look man the pet fee cleaning fee whatever leave it on there. It's all good 814 00:32:28,060 --> 00:32:30,060 We'll take care of it. Wow 815 00:32:30,300 --> 00:32:32,380 Problem wrapped up in 20 seconds 816 00:32:32,380 --> 00:32:35,700 They left the whole diet tribe at the front desk from this woman 817 00:32:35,700 --> 00:32:42,140 Which I mean before I stepped out there had been going on for at least 10 or 15 minutes Wow over in 60 seconds 818 00:32:42,140 --> 00:32:48,460 Man love that. Well, I don't I don't care what like gender roles you're like playing like man or woman 819 00:32:48,460 --> 00:32:51,380 I don't think it's okay for anyone to talk to the front desk like that 820 00:32:51,620 --> 00:32:59,340 No, it's like a significant other or like a friend to just like sit back and watch that happen and not step in and be 821 00:32:59,340 --> 00:33:01,100 Yeah, we had a freaking dog 822 00:33:01,100 --> 00:33:07,260 It doesn't matter the situation like you went into this either fully knowing this hotel is not dog friendly 823 00:33:07,260 --> 00:33:11,460 And I'm bringing a dog or guess what even if they are pet friendly and you bring a dog and you make a mess 824 00:33:11,460 --> 00:33:17,660 You're gonna be responsible for cleaning up after that mess. Even if it's a service animal. Yeah, yeah your service animal peas in my carpet 825 00:33:17,660 --> 00:33:19,900 I'm charging you. Yeah, yeah, that's legal sure 826 00:33:19,900 --> 00:33:25,140 It's just like if a person peas on the carpet you charge them. No, we'll charge you no matter what he is pee 827 00:33:25,140 --> 00:33:31,620 I don't think I told you so, you know, we always share like the stupid stories from the hotel industry, right? 828 00:33:31,620 --> 00:33:33,780 I don't think I told you this but a couple of weekends ago 829 00:33:33,780 --> 00:33:38,080 I took my kids to a donut shop and this guy walks in he buys donuts 830 00:33:38,080 --> 00:33:42,580 Okay, doesn't doughnuts. So what you do, right? That's that you're in the right place for that 831 00:33:42,580 --> 00:33:48,420 The woman at the register tells him it's gonna be like 1450 or something like that. Sounds about right. He hands her a $50 bill 832 00:33:48,420 --> 00:33:53,180 She kindly says to him sir. I'm sorry. We cannot accept a 50. We only accept bills 833 00:33:53,740 --> 00:33:56,540 $20 or lower. Yeah, okay, the guy loses his shit 834 00:33:57,420 --> 00:34:01,020 Starts yelling at her about donut. I come here all the time 835 00:34:01,020 --> 00:34:06,180 You're telling me you won't take my money and just be littling this girl that's working the counter 836 00:34:06,180 --> 00:34:10,580 She was probably like 18 19 like she was that's young in the work 837 00:34:11,140 --> 00:34:17,400 Rips into her the woman that's working with her comes over tries to explain it to him points to the sign tape to the 838 00:34:18,600 --> 00:34:22,260 Yeah, sir, do you not have a credit card? No, I don't have a credit card 839 00:34:22,260 --> 00:34:26,260 I just have cash in my phone and I'm thinking to myself you have a credit card on your phone, huh? 840 00:34:26,260 --> 00:34:29,020 Yeah, I should introduce you to miss B who? 841 00:34:29,020 --> 00:34:40,140 Only pays apple so he's just being a jerk to these two women to the point that I almost stood up and paid for his damn 842 00:34:40,140 --> 00:34:46,300 Donuts just to make him leave. Yeah, I just want you to shut up. Here's 14 bucks. Yeah, and that was the thought that went through my head 843 00:34:46,300 --> 00:34:49,500 I sat there deliberating going God is it worth because you're ruining like a 844 00:34:50,060 --> 00:34:53,820 Breakfast with your family, but at the same time. I don't want to jerk like that to get money 845 00:34:53,820 --> 00:34:57,140 I probably go up to and say dude go to a different donut shop then the 846 00:34:57,140 --> 00:35:03,300 Thought I'm alone the thought that I had was I was gonna just step up put my apple pay to it pay for it and just look at 847 00:35:03,300 --> 00:35:06,420 Them and go that's $14 and 50 cents for you being a bitch 848 00:35:06,780 --> 00:35:08,460 Yeah 849 00:35:08,460 --> 00:35:12,340 Or okay, here's another like situation. I had my littles with me 850 00:35:12,340 --> 00:35:16,820 Yeah, yeah, like if I had like a couple 20s like wouldn't you be like hey? 851 00:35:16,820 --> 00:35:19,300 Do you want me to just like break your 50 for you? 852 00:35:19,460 --> 00:35:22,380 Not the younger girl, but the other woman that was working with her 853 00:35:22,380 --> 00:35:28,020 You know what she did she went into her purse and she was able to break change out of her personal money the guy got his way 854 00:35:28,020 --> 00:35:33,020 He got his his donuts. He got his change. He walks out. He didn't even say thank you 855 00:35:33,020 --> 00:35:39,040 Oh, and he also threw out the whole you know, I'm never coming here again. Please. Please don't yeah, exactly 856 00:35:39,380 --> 00:35:44,420 Reward us with that. That'd be amazing. Who goes with donut shop with a $50 bill. I know 857 00:35:44,420 --> 00:35:47,860 You know most of their transactions are probably like two three bucks exactly 858 00:35:47,860 --> 00:35:54,780 They don't have a bunch of 20s like to just hand you right and when he was walking out the younger girl says sir 859 00:35:54,780 --> 00:35:58,380 I'm sorry that we had the issue. Thank you. Hope we see you soon 860 00:35:58,380 --> 00:36:01,580 Yeah, and the guy just ignored her and just grumpily walked out 861 00:36:01,580 --> 00:36:04,700 So after they had left and we were done we were getting ready to leave 862 00:36:04,700 --> 00:36:09,460 I actually walked up to the counter and said to the woman that broke the change. I said hey you handle that amazing 863 00:36:09,460 --> 00:36:15,820 Yeah, I said, I'm sorry. He didn't say anything, but I'm gonna say good job because you went further 864 00:36:15,820 --> 00:36:19,040 Above and beyond that I would have for him. Yeah, I mean it 865 00:36:19,420 --> 00:36:24,860 But eat rocks. I would have just told him look if you don't want the donuts you can leave or go to a bank 866 00:36:24,860 --> 00:36:31,200 I would I would personally sign. I would rather have thrown a dozen donuts away than make that guy happy. Absolutely 867 00:36:31,860 --> 00:36:33,460 Same here 868 00:36:33,460 --> 00:36:39,580 Unfortunately, and I still don't understand why it is that people think that just because there's the saying about the customer is always 869 00:36:39,580 --> 00:36:43,980 Right that you can do anything you want to do you can be a punk and you're in the right 870 00:36:43,980 --> 00:36:47,460 You're not well, I think that phrase comes from like in this service industry 871 00:36:47,460 --> 00:36:52,380 Like we want the customer to be happy and have you know a good pleasant experience with us 872 00:36:52,380 --> 00:36:57,340 So we're gonna try and achieve that goal, but you don't just get to be an a-hole 873 00:36:57,420 --> 00:37:02,220 So I actually have like two that literally just happened that are just along those lines 874 00:37:02,220 --> 00:37:07,260 But I was doing a hotel mod shift in the evening on a weekend 875 00:37:07,260 --> 00:37:09,260 I get those like maybe once a month 876 00:37:09,260 --> 00:37:16,660 So I am the entire hotel manager on duty and it's usually a Friday and a Saturday night. I love those shifts so much 877 00:37:18,500 --> 00:37:20,500 Tell us how much you know the worst 878 00:37:21,260 --> 00:37:24,340 But I do them and I get lots of fun stories out of them 879 00:37:24,340 --> 00:37:28,480 And this was on a Saturday night and I had to be back Sunday morning to open 880 00:37:31,700 --> 00:37:33,700 Well, I came in at nine so 881 00:37:33,700 --> 00:37:42,000 But technically it's like seven opening for me is five. Ew gross. Yeah, but so but I was there till after midnight 882 00:37:42,380 --> 00:37:44,780 so I'm in the back doing something and 883 00:37:45,100 --> 00:37:48,260 My front desk agent comes back and is like in tears 884 00:37:48,780 --> 00:37:54,060 And I'm like Anna what happened and she's like can you go talk to those people out there? 885 00:37:54,060 --> 00:38:02,220 They are just horrible and I was just like of course like what happened and she's like they're demanding an upgrade and keep in mind 886 00:38:02,220 --> 00:38:08,860 It's like nine ten o'clock at night on a Saturday pretty much all rooms are in you have no upgrades to get out 887 00:38:09,180 --> 00:38:12,380 It's like the handful we have left. That's all we got and 888 00:38:13,020 --> 00:38:19,700 She's like they're demanding an upgrade to you know one of our our high floor balcony rooms that we have exactly 889 00:38:20,380 --> 00:38:28,020 Three of and they think there's just one sitting unoccupied. Oh, okay, and I was like well, they're just being mean to you 890 00:38:28,020 --> 00:38:31,420 Like what did they say? She's like well, I told them and she's like it was really nice 891 00:38:31,420 --> 00:38:36,220 She's like I told them that there wasn't any available that I could try to give them this instead 892 00:38:36,220 --> 00:38:41,340 And they're just like no no no they kept arguing with me and saying do you know how many times we've stayed here? 893 00:38:41,340 --> 00:38:48,420 We've never gotten it and the husband came up and put his finger in her face and pointed at her and was like if you know if 894 00:38:48,420 --> 00:38:50,780 You worked for me you be fired by now 895 00:38:50,780 --> 00:38:54,740 And then that was the point where she just turned and walked away and came to the back 896 00:38:55,260 --> 00:38:58,820 And so I was pissed and I went up there 897 00:38:58,820 --> 00:39:02,900 And I'm like and it was the wife there and the husband you could just see him kind of like stalking pacing in the background 898 00:39:02,900 --> 00:39:08,820 And I was like hi there. How can I help you today? And she's like we want an upgrade to X suite 899 00:39:08,820 --> 00:39:11,660 I was like, oh, okay. Well, um, it's not available 900 00:39:12,460 --> 00:39:17,740 It's Saturday night. We're a couple rooms away from being sold out. You guys booked a 901 00:39:18,620 --> 00:39:21,860 standard king and as X status 902 00:39:22,220 --> 00:39:26,940 You are eligible to an upgrade upon availability on the day of arrival 903 00:39:26,940 --> 00:39:33,060 And the upgrade I have available is going to be a concierge level room, which means I've got you a room up on the top floor 904 00:39:33,100 --> 00:39:37,300 We've set it aside for you. It's ready to go. Well, that's not acceptable. I want a suite 905 00:39:37,300 --> 00:39:41,960 I said well considering you're staying with us for five nights. There was no sweet 906 00:39:42,220 --> 00:39:48,300 Day of that was available for five nights and I and she kept pushing and pushing and would not let it go 907 00:39:48,300 --> 00:39:49,100 And I was like, okay 908 00:39:49,100 --> 00:39:54,980 If you're absolutely set on getting that sweet what I can do is I can put you in a two queen suite 909 00:39:54,980 --> 00:39:57,860 That I have available tonight for one night tomorrow 910 00:39:57,860 --> 00:40:03,540 You can move to this other suite and then on the last night you could stay in we don't have any sweet 911 00:40:03,540 --> 00:40:07,620 So the last three nights you can stay in a concierge. I'm not moving rooms that many times 912 00:40:07,620 --> 00:40:13,280 I said, okay, then that's gonna take us back to our first option of you going into the concierge room that you got 913 00:40:13,280 --> 00:40:15,580 Comparative upgrade to well, that's just ridiculous 914 00:40:15,980 --> 00:40:20,340 And she keeps going off and I was like ma'am. She's like I saw it was available online 915 00:40:20,340 --> 00:40:25,500 I was like maybe for one night, but now it's not well, that's ridiculous. It said so online 916 00:40:25,500 --> 00:40:32,020 And I was like, no it didn't because it's not there. It's not available. So there's no there's no numbers there 917 00:40:32,020 --> 00:40:35,860 That says well, this is just and I said look you just went around it around and around around 918 00:40:35,860 --> 00:40:39,500 And eventually they took the keys and they stopped off and she's like, what's your name? 919 00:40:39,500 --> 00:40:43,100 I was like, I miss B and she's like, I don't appreciate you're treating us like this 920 00:40:43,100 --> 00:40:49,820 And I said ma'am we're treating you with nothing but respect and I said unlike what I could say for your interactions with my associate 921 00:40:49,820 --> 00:40:55,900 I was like, what do you mean? I said, did your husband not say to my associate if you were working for me 922 00:40:55,900 --> 00:40:58,500 You'd be fired by now and she's like, yeah 923 00:40:58,740 --> 00:41:03,620 And I said you don't think that was inappropriate to say well, it's just ridiculous 924 00:41:03,620 --> 00:41:05,460 We stayed here this many times never got I'm like, okay 925 00:41:05,460 --> 00:41:08,780 Well anyways, that was not appropriate to say to one of my team members 926 00:41:08,860 --> 00:41:14,780 We don't appreciate that and let's get back to the actual problem at hand without insulting anyone and then so she found that very 927 00:41:14,780 --> 00:41:21,980 upsetting she opened a case with the hotel brand against me. She didn't mention the associate and just went on about who she didn't get the 928 00:41:21,980 --> 00:41:28,180 Suite that she saw was available even though they didn't you know pay for it and book it and it wasn't available 929 00:41:28,180 --> 00:41:34,660 But besides that and then says I proceeded to lecture her and gave terrible customer service 930 00:41:34,660 --> 00:41:40,540 I was like seriously and I am the property responder for all these cases 931 00:41:40,540 --> 00:41:47,140 So it's me that has to write back to her about you and so I ignored the she said about me 932 00:41:47,140 --> 00:41:50,220 And I'm just like I am so sorry you weren't able to get the suite that you so desired 933 00:41:50,620 --> 00:41:53,620 Next time you're in the local area and looking to stay at her property 934 00:41:53,620 --> 00:41:59,260 I do recommend if you there's a room that you have your heart set on you book it you book it because if you're waiting for 935 00:41:59,260 --> 00:42:03,180 Complementary upgrade. There's a day of base upon availability that exact suite you wanted 936 00:42:03,180 --> 00:42:07,780 There's three of them and they're almost always booked. So I just informed the guest 937 00:42:07,780 --> 00:42:11,040 Yes, and then she's like literally went on to insult me in my mind 938 00:42:11,040 --> 00:42:14,940 You're a terrible manager this this and that and I wrote a response 939 00:42:15,140 --> 00:42:19,460 So many good responses back to this guest. I never sent them not worth it 940 00:42:19,460 --> 00:42:24,900 You just done with them not worth it because like it just does nothing like I responded out of obligation for the brand 941 00:42:24,900 --> 00:42:30,980 I showed my response I attached it to the case and I said I responded to her but they didn't require a respond back 942 00:42:31,580 --> 00:42:35,740 Not another one and the thing is like no matter what I said. It's not cuz gonna win 943 00:42:35,740 --> 00:42:39,100 No, lady that is not at all. What happened? 944 00:42:39,100 --> 00:42:43,380 What's the probability of getting that upgrade say if you were maybe staying for one night? 945 00:42:43,420 --> 00:42:50,620 It's better, but not on a Saturday night when we're near capacity like you you got a book that stand on a random Tuesday 946 00:42:50,900 --> 00:42:57,860 See and you're far too kind because for me if you're requesting a comp upgrade and I don't have it 947 00:42:57,860 --> 00:43:01,980 I don't have it. I'm not gonna play a game where you can have this room tonight 948 00:43:01,980 --> 00:43:06,580 We'll transfer you to this room tomorrow. You can have this no the room that I book you in 949 00:43:06,740 --> 00:43:12,580 That's the one you're gonna get because every single time I have to transfer you I have to clean that room like a departure 950 00:43:12,580 --> 00:43:17,140 Well, the thing is it cost me money what I have done it. I knew she wasn't gonna 951 00:43:19,100 --> 00:43:23,660 You're here for five nights, I'll show you on the screen every single one I can move you to every single night 952 00:43:23,660 --> 00:43:29,220 I know you're not gonna do it. I know and deliberately make it difficult exactly so then the choice 953 00:43:29,220 --> 00:43:33,420 No, no, no, no, Miss B. Just wanted the satisfaction of her being like 954 00:43:34,420 --> 00:43:36,940 I guess I'll take the room you booked me in. Yeah 955 00:43:36,940 --> 00:43:37,700 Oh 956 00:43:37,700 --> 00:43:39,380 And then when I was like, okay 957 00:43:39,380 --> 00:43:42,180 So if you want to do that one sweet for tonight, then we'll change you tomorrow 958 00:43:42,420 --> 00:43:46,740 This is the sweet by the way. It was an accessible sweet on the fourth floor 959 00:43:47,020 --> 00:43:51,420 And it was the only one that wasn't booked because nobody wants it and she's like no 960 00:43:51,420 --> 00:43:55,060 I want something on the top floor and I said ma'am. This is the only unoccupied suite 961 00:43:55,060 --> 00:43:57,060 Do you want me to go up and kick someone out? 962 00:43:57,060 --> 00:44:00,900 I know I would they wouldn't want you to it was just crazy 963 00:44:01,140 --> 00:44:06,540 So then there was that lady and that was this last weekend, right? So today I'm in my office 964 00:44:06,540 --> 00:44:10,940 And I'm slam just trying to get things done my associate comes in there. She's like, oh miss B 965 00:44:11,380 --> 00:44:17,500 Like yes, she's like I have this guy on the phone. He's the worst and that sounds just like her 966 00:44:18,260 --> 00:44:22,460 he is X tier which is the highest tier as it gets and 967 00:44:22,460 --> 00:44:29,100 He wants the executive suite and he checks in today and he's like demanding it and I keep telling him 968 00:44:29,100 --> 00:44:32,620 It's not available and he's not listening. So he asked to speak to my manager 969 00:44:32,620 --> 00:44:36,740 I said, okay more than happy to talk to him. So I let him sit on hold a little bit 970 00:44:37,700 --> 00:44:42,820 It's my MO get to marinate. I do some shadow boxes. Maybe a little stretching 971 00:44:43,540 --> 00:44:51,040 All right, let's do this. Let's do this. So how I get on these calls is I pretend like I know absolutely nothing 972 00:44:51,040 --> 00:44:56,740 Oh, I love doing that. Yeah, so I have got favorite. I pretend like I have zero information. I have no idea who you even are 973 00:44:56,740 --> 00:44:58,500 There's just a call there 974 00:44:58,500 --> 00:45:03,220 So I answer it. I'm like, I thank you for calling blah blah. This is miss B. How can I assist you today? 975 00:45:03,220 --> 00:45:10,460 So I'm mr. Ken. I'm coming today. I'm X level and I want an executive suite. It's like, oh, okay, excellent 976 00:45:10,460 --> 00:45:13,700 I was like, let me log into my system real quick. How's your take on so far? 977 00:45:13,700 --> 00:45:15,700 You know just making conversation 978 00:45:16,460 --> 00:45:18,460 Not logged in already 979 00:45:18,460 --> 00:45:25,020 Exactly. I'm already logged in like just go like this. Just just sit you like sit and marinate and get more pissy 980 00:45:25,100 --> 00:45:31,060 And make you wait a little bit more and then I say, okay, I'm like, okay now pulling up inventory 981 00:45:31,140 --> 00:45:36,480 And what was your last name again? Can you spell it? Okay? And you said you wanted what an executive suite? 982 00:45:36,480 --> 00:45:42,340 He's like, yeah, I'm like, okay. I'm like, huh. I'm not seeing anything. Hold on. Let me keep looking. Hmm keep typing 983 00:45:42,940 --> 00:45:46,260 But you're not anything there. Oh the keyboard, you know 984 00:45:46,260 --> 00:45:48,940 You can just go like this and you kind of like the clicky noises because I have little nails 985 00:45:49,100 --> 00:45:54,100 So I make little clicky noises, but I'm not actually clicking any buttons and I just keep going 986 00:45:54,100 --> 00:45:58,940 Hmm, you're just on the bottom of your keyboard essentially and I'm just making it seem like oh 987 00:45:58,940 --> 00:46:03,880 I don't see anything that you said you saw it was available and he's like, no, it's just that that's the room 988 00:46:03,880 --> 00:46:08,860 I want like, oh, okay. Yeah, because I mean I've looked everywhere. I don't I don't see that room available 989 00:46:09,860 --> 00:46:13,500 And he's like, oh well the last girl said it wasn't available either 990 00:46:13,500 --> 00:46:18,020 But you know, I just I am this level and I'm like, oh, I'm so sorry sir 991 00:46:18,020 --> 00:46:22,420 I was like but I compliment upgrades are based upon same-day availability 992 00:46:22,420 --> 00:46:25,940 You know like the day of checking if it's available rather than happy to but if I don't have it 993 00:46:25,940 --> 00:46:32,420 I can't I can't make it appear and he's like well, that's I you guys need to give me a suite XYZ XYZ 994 00:46:32,420 --> 00:46:34,420 And I go okay. I was like, well, let me go ahead 995 00:46:34,420 --> 00:46:40,180 I'm gonna look through all my arrivals and I'm gonna see if there's anyone that's in a suite that maybe like, you know 996 00:46:40,180 --> 00:46:45,700 Booked it on accident or if there's some kind of error. So just bear with me while I look through all my arrivals 997 00:46:47,420 --> 00:46:51,180 So then I think I'd be on hold for 15 minutes. Oh, no, I didn't let him get old 998 00:46:51,180 --> 00:46:53,180 I just kept him there and then kept 999 00:46:54,020 --> 00:46:56,260 clicking like hmm not that one 1000 00:46:57,300 --> 00:46:58,620 Not that one 1001 00:46:58,620 --> 00:47:04,980 And I played that game for a while and just made him kept waiting made him kept waiting my associate comes back and she 1002 00:47:04,980 --> 00:47:06,980 Looks in kind of like 1003 00:47:06,980 --> 00:47:08,980 And I just keep doing it. I'm like, okay 1004 00:47:08,980 --> 00:47:13,180 Can you imagine? So where are you coming from? Can you imagine? You're just seeing Miss B 1005 00:47:14,580 --> 00:47:19,420 Just having the girl look my associate just thought I was nuts was looking at me like are you nuts or you an evil genius? 1006 00:47:19,780 --> 00:47:23,580 And I'm just like doing it and so after a while I was like letting him fester on the phone 1007 00:47:23,580 --> 00:47:28,980 Listen to you fake tap your nails because he already got the real answer, but he wants the drama 1008 00:47:28,980 --> 00:47:33,100 So let's do this. You to really search for it and look for it and make sure you're right 1009 00:47:33,100 --> 00:47:38,980 Exactly and I delivered it which it just says that on the first screen like oh not available 1010 00:47:38,980 --> 00:47:41,820 Yes, but you don't believe me you think I'm lying to you 1011 00:47:41,820 --> 00:47:44,060 So I'll make you wait longer for the same answer 1012 00:47:44,060 --> 00:47:46,800 Do you think we can search through a computer and find something that like 1013 00:47:47,420 --> 00:47:49,820 Miraculously a frickin appears doesn't exist 1014 00:47:49,820 --> 00:47:54,540 That's why I'm doing that people cancel multiple reservations for the same like days 1015 00:47:55,220 --> 00:48:00,020 Consentatively that it will magically appear and I don't think that's gonna happen in a seven minute phone call 1016 00:48:00,020 --> 00:48:06,580 No, no, so I keep doing it that and then like every like couple seconds. Okay. Here's my other one. Yeah, it looks like they're all booked 1017 00:48:06,580 --> 00:48:08,580 I was like, but hold on I 1018 00:48:09,940 --> 00:48:15,700 Can check my two queen junior suites. I'll check all the arrivals for that 1019 00:48:15,780 --> 00:48:21,340 See if anybody was booked by mistake. How do you book by a mistake? I just said that because I'm like, what do you think? 1020 00:48:21,340 --> 00:48:23,340 Okay, like I 1021 00:48:23,340 --> 00:48:29,740 Find but for our listeners they might like if they happen to be that grumpy Gary that one day and you know 1022 00:48:29,740 --> 00:48:31,660 You ask for a manager and they're doing this on the phone 1023 00:48:31,660 --> 00:48:33,260 We're gonna we're gonna mess with you 1024 00:48:33,260 --> 00:48:37,260 And I think these are some taglines to be like they really don't have it available 1025 00:48:37,260 --> 00:48:44,340 We really don't give up. Well, I really don't and I think this is where we throw in the footnote of just don't be this guy 1026 00:48:44,500 --> 00:48:47,600 Yeah, so I did that and then I did it for a whole nother room type 1027 00:48:47,600 --> 00:48:56,680 So I had a gentleman who stays with us frequently who's a top tier member that gets that guaranteed late checkout 1028 00:48:57,160 --> 00:49:02,600 The best never leaves at the time of his checkout. It's always like 30 40 1029 00:49:03,160 --> 00:49:05,160 minutes after 1030 00:49:05,240 --> 00:49:09,200 After his late checkout like a super late check out like to the point where 1031 00:49:09,200 --> 00:49:12,520 Can you sell the room the following night? No, no 1032 00:49:12,520 --> 00:49:19,240 Occasionally he leaves so late that we can't sell the room that night because that I'm not gonna hold my staff for 1033 00:49:19,840 --> 00:49:24,600 God knows how long of overtime just to clean the room after he leaves karma found him 1034 00:49:25,440 --> 00:49:28,120 Where to karma find him at my hotel 1035 00:49:28,920 --> 00:49:34,120 So he came in one day wanting to check in to his particular favorite sweet 1036 00:49:34,120 --> 00:49:39,520 And we've only got two one of which is occupied by a long-term person and this other one 1037 00:49:39,520 --> 00:49:43,140 Okay. Yeah person checking out was the same tier here 1038 00:49:44,960 --> 00:49:48,320 Love that another late checkout on a late checkout 1039 00:49:48,320 --> 00:49:53,040 So they were supposed to leave but you have no time for them to leave and clean it and be ready for them 1040 00:49:53,200 --> 00:49:57,560 Correct because the guy that is the pita the pain in the ass 1041 00:49:58,080 --> 00:50:01,560 Is in my lobby at like 2 30 in the afternoon 1042 00:50:01,560 --> 00:50:06,320 Where's my check in because I'm ex level and when I explained to him that 1043 00:50:06,320 --> 00:50:12,000 Coincidentally a guest of the same level is in the room that you're requesting the complimentary upgrade to 1044 00:50:12,720 --> 00:50:18,920 That has a late check out of such and such. I'm not gonna be able to turn that room. Yeah. Yeah, so I'm sorry 1045 00:50:18,920 --> 00:50:22,200 It's not available today and he lost his ish. I 1046 00:50:23,480 --> 00:50:26,980 Stay here all the time. I am ex level blah blah blah blah blah blah blah 1047 00:50:26,980 --> 00:50:31,780 Do you kind of be real with him and be like you do this I did shite to us all the time 1048 00:50:31,780 --> 00:50:37,200 I did I pulled him I pulled him to the side and I said look I fully understand what your level is 1049 00:50:37,200 --> 00:50:40,000 I fully understand that you stay here frequently 1050 00:50:40,000 --> 00:50:47,560 I would hope that you also fully understand that we have this similar conversation on the opposite side of this coin with 1051 00:50:47,560 --> 00:50:49,560 you every day 1052 00:50:51,880 --> 00:50:53,880 He was 1053 00:50:55,120 --> 00:51:01,160 Love it. He stormed off good. Yeah karma. He stayed somewhere else didn't stay in your hotel 1054 00:51:01,160 --> 00:51:04,960 No, he apparently he ended up coming back later that night and just took a regular room 1055 00:51:05,840 --> 00:51:08,680 Regular room for us regular petty people 1056 00:51:10,040 --> 00:51:15,000 And I don't I don't like having those conversations. I really don't it's like I mean 1057 00:51:15,000 --> 00:51:15,920 I know that we sit here 1058 00:51:15,920 --> 00:51:21,240 We job out the stupid stuff that goes on and I'll I'll share the stupid stuff that I'll say to people 1059 00:51:21,240 --> 00:51:27,520 I don't get off on it. It doesn't make me happy at all. No in the moment. I'm stressed out. I'm angry 1060 00:51:27,520 --> 00:51:31,720 I'm like miserable talking about it later is funny, but in that moment you're like, yes 1061 00:51:31,720 --> 00:51:36,560 Oh, this sucks like even that lady I was talking about that I was literally shaking. I was so upset 1062 00:51:36,560 --> 00:51:37,440 So I get what you're saying 1063 00:51:37,440 --> 00:51:44,040 There's a little part of me that feels like a little piece of me dies every time I have to deal with someone at that particular level 1064 00:51:44,040 --> 00:51:47,360 They're like taking away your soul little chunk by chunk like we were saying earlier 1065 00:51:47,360 --> 00:51:51,640 Yeah, it's a small percentage of the guests that we deal with every day that act like that 1066 00:51:51,640 --> 00:51:55,640 But at the end of the year I've dealt with what 300 a holes 1067 00:51:55,640 --> 00:52:02,000 Yeah, it's like I don't like coming home angry every day. I know people just need to be nicer to people 1068 00:52:02,000 --> 00:52:07,800 Can you imagine having the same clientele walk through your doors and be a holes every single day? 1069 00:52:07,800 --> 00:52:09,800 You go to work because that is my life 1070 00:52:11,200 --> 00:52:13,200 That's she hers our long-term guests 1071 00:52:14,160 --> 00:52:16,160 That's all of our lives 1072 00:52:16,200 --> 00:52:21,520 That's why people like really ask like why do you like being like in a property like yours? 1073 00:52:21,520 --> 00:52:29,480 I'm like well, I like seeing the same people every single day lies, but I but you know on the positive side you do you genuinely 1074 00:52:29,480 --> 00:52:33,400 Some of them get to know these people and they get to know you and you know in turn 1075 00:52:33,400 --> 00:52:39,440 They have genuine interest in your career and your life and your extra curriculars, and then there's just a holes 1076 00:52:39,520 --> 00:52:45,160 Yeah, but you know don't check out you got to be careful about getting to know some of your guests too well 1077 00:52:45,160 --> 00:52:50,200 There's a line. I try to keep it on the down low where my office is located because I have course 1078 00:52:50,200 --> 00:52:52,320 You'll get people knocking on it. I do have people 1079 00:52:52,320 --> 00:52:57,960 Not like that's the worst I have what looks like a guest room door that exits into a corridor and 1080 00:52:58,560 --> 00:53:03,960 Couple of these long-term difficult challenging guests have seen me exit that door 1081 00:53:03,960 --> 00:53:07,720 So they put two and two together they come up with the fact that that must be our office 1082 00:53:08,400 --> 00:53:11,360 So yeah, I'll get these little knocks on the door periodically 1083 00:53:11,360 --> 00:53:15,960 So this one guy crack the door and be like can I help you know you've had funds on you never hear it 1084 00:53:15,960 --> 00:53:19,200 I have a people so there are times that I just don't answer the tour 1085 00:53:19,200 --> 00:53:24,120 Yeah, 100% I wouldn't be like I'm so sorry you stopped by I've been on conference calls all day 1086 00:53:24,760 --> 00:53:28,920 Anyway, so this one long-term guest he catches me we're talking and 1087 00:53:29,880 --> 00:53:35,080 Conversation got a little too real and we started talking about other things and he kind of got into politics 1088 00:53:37,640 --> 00:53:43,880 No, no as bad as you think it is it gets worse. Oh god, so he gets on this whole thing about politics 1089 00:53:43,880 --> 00:53:47,560 Oh, God, I'm scared. Sorry. You should be he says, you know 1090 00:53:47,560 --> 00:53:50,060 I've got some opinions that are not all that popular 1091 00:53:51,200 --> 00:53:59,280 And I said well considering I'm at work and we're sharing conversations about politics if you feel that way 1092 00:53:59,280 --> 00:54:01,280 I would recommend you don't bring it up 1093 00:54:02,360 --> 00:54:05,960 He goes yeah, but you know, I'm gonna do it anyway. Yeah, he goes. Yeah, but 1094 00:54:06,880 --> 00:54:11,240 Seriously, he goes I feel strongly about this one. Oh, I know I said, okay 1095 00:54:11,240 --> 00:54:16,320 I said, you know, go ahead share your opinion. He goes, you know Hitler had some crazy ideas 1096 00:54:16,320 --> 00:54:20,480 And I looked at him he goes, but he was kind of on base about certain things 1097 00:54:21,880 --> 00:54:26,840 This is miss beat I thought we were gonna go somewhere totally different with that. Yeah, I know so I 1098 00:54:27,800 --> 00:54:29,800 Was not prepared for him to be 1099 00:54:30,560 --> 00:54:34,760 No, 100% serious to the conversation continue. How was his mustache? 1100 00:54:36,920 --> 00:54:38,920 Fine 1101 00:54:38,920 --> 00:54:40,920 Oh 1102 00:54:45,560 --> 00:54:50,200 Yeah, so at that point I was just like look Bob I I'm tapping out of this conversation 1103 00:54:52,480 --> 00:54:55,720 No, no, no, I didn't and I looked at him and I said look, you know 1104 00:54:55,720 --> 00:54:59,880 Like I said before you shared your views on the leader of the Third Reich 1105 00:55:00,880 --> 00:55:08,760 You know, I'm at work that political conversations not acceptable political. That's like I said and then you went and you 1106 00:55:08,760 --> 00:55:10,760 Went a level way 1107 00:55:11,080 --> 00:55:16,920 Where I thought you were going so that this was gonna, you know make America great again, not yeah 1108 00:55:16,920 --> 00:55:20,440 So I'm like I'm not getting involved in this one 1109 00:55:20,440 --> 00:55:24,400 So you can have your opinions, but you need to take those opinions elsewhere 1110 00:55:28,000 --> 00:55:33,880 Yeah, my brain would be like what all day long did that really happen? Well like the guy that 1111 00:55:33,880 --> 00:55:40,520 I don't did I share the story about the guy that was talking to my front desk agent and out of the blue 1112 00:55:40,640 --> 00:55:44,600 Looks at her and goes you're one of those left-wing libtard communists. Yeah 1113 00:55:45,160 --> 00:55:47,160 You did tell us about that 1114 00:55:48,440 --> 00:55:54,840 I mean at what point at what point has it become acceptable in our society to just be that 1115 00:55:55,360 --> 00:56:03,320 Insulting to people and think that you're in the right. I don't get it. I don't either. I don't I sometimes my staff gets stuck 1116 00:56:03,320 --> 00:56:06,080 You know in those conversations quite often 1117 00:56:06,080 --> 00:56:11,600 I'm sure and you know leaving into next year. It's just gonna be absolutely non-stop 1118 00:56:11,600 --> 00:56:17,360 So sometimes they're like what do I do and they're not even like fake a phone call fake a page 1119 00:56:17,480 --> 00:56:22,040 Some of them are barely even like 18. They don't really know what they're talking about 1120 00:56:22,040 --> 00:56:27,160 So I just go you gotta do something you gotta they're too uncomfortable to say that sometimes 1121 00:56:27,160 --> 00:56:30,640 I'm like sometimes you just gotta feed their ego and just nod and let them talk 1122 00:56:30,640 --> 00:56:33,800 Well, sometimes doesn't doesn't matter if you agree or disagree with them. Just oh 1123 00:56:36,880 --> 00:56:38,880 Sometimes but you know what I would recommend 1124 00:56:39,360 --> 00:56:46,440 Especially for like the young ins that don't have that work history to be able to kind of guide the convo guide and move the conversation 1125 00:56:46,880 --> 00:56:53,360 Come up with a bailout phrase. Just one. Oh my god. My boss is calling me. No, not the boat's on fire 1126 00:56:53,520 --> 00:56:54,760 No, not like that 1127 00:56:54,760 --> 00:56:59,400 But like you know like Liz if you were to walk by Sally and Sally's in over her head 1128 00:56:59,400 --> 00:57:04,640 No, having her be able to say like, you know, hey boss, there's a problem with the 1200 model treadmill or something 1129 00:57:04,640 --> 00:57:10,120 Just whatever just something random second. You're like a safe word like pineapple, but in your work speak 1130 00:57:10,120 --> 00:57:13,920 Yeah, exactly, but something to get them out of the room and I can be like, oh, what's up? 1131 00:57:13,920 --> 00:57:16,200 And they're like nah, I just need to do escape that conversation 1132 00:57:17,000 --> 00:57:21,640 But it's something that like you can recognize and say you know, give me a hand with that 1133 00:57:21,640 --> 00:57:25,520 Yeah, or you know what? Let me take over for you here. You go take care of that 1134 00:57:25,520 --> 00:57:32,320 Some of my staff does this when they know they're gonna be interacting with a guest that is elderly 1135 00:57:32,320 --> 00:57:36,520 And they may not have a lot of companionship in their lives 1136 00:57:36,520 --> 00:57:44,280 Oh, no, that's a long conversation and the conversations are just so mundane and so long that I have gotten mad at them being like 1137 00:57:44,480 --> 00:57:50,240 Miss B, where have where have you been? I sent you on task one two three and you've been gone for 45 minutes 1138 00:57:50,240 --> 00:57:55,320 Yeah, and my team goes. Oh, sorry Tim caught me like in the hallway 1139 00:57:56,440 --> 00:58:03,360 Tim caught me like down folding towels and I just couldn't leave it is so bad with I would say 1140 00:58:03,720 --> 00:58:10,440 Four members that they will text me or radio me Liz. I am going to X area 1141 00:58:11,440 --> 00:58:14,560 X person might be there. Can you radio me in three minutes? 1142 00:58:14,560 --> 00:58:16,880 I'm happy that 1143 00:58:17,960 --> 00:58:22,120 Because it's saving me time I'm figuring out what they're doing or where they are 1144 00:58:22,240 --> 00:58:25,720 Yeah, they're trying to get stuff done and there might even be like a timeline 1145 00:58:27,200 --> 00:58:33,120 My favorite though is when you have a situation that's like that that they're not pre prepping you to bail them out 1146 00:58:33,120 --> 00:58:39,280 But you see them like from a distance talking to that person that the one that you know is gonna gobble up all their time 1147 00:58:39,280 --> 00:58:41,280 And you can just grab the radio and be like 1148 00:58:41,440 --> 00:58:43,320 Liz to Sally 1149 00:58:43,320 --> 00:58:49,040 So Sally go ahead Sally. I need you at the docks as quickly as possible ASAP 1150 00:58:49,200 --> 00:58:51,200 Okay, great. I'll be right there 1151 00:58:51,160 --> 00:58:57,360 The other thing that you do like for the radio is you could have a fake radio code so you could be like an escape code 1152 00:58:57,680 --> 00:58:59,680 Kind of so 1041 1153 00:58:59,680 --> 00:59:06,280 Can't pick up the radio and be like oh Liz no, I have to initiate it. Yeah, so, you know, it's like hey Sally 1154 00:59:06,280 --> 00:59:08,120 We have a code 22 at the dock 1155 00:59:08,120 --> 00:59:10,640 But it's total BS and they're like, oh copy 1156 00:59:10,640 --> 00:59:16,400 So cup 22 is like do you need to be rescued right right and if they reply back, you know copy? 1157 00:59:16,400 --> 00:59:18,760 I'll be right there. Then you're like, ah sweet. Yeah 1158 00:59:19,600 --> 00:59:24,640 That's funny. Yeah, that's good. I'm gonna bring that up do it a couple of my leaders tomorrow 1159 00:59:24,640 --> 00:59:28,320 It's help just randomly just randomly. We got a code 22 with dogs 1160 00:59:28,320 --> 00:59:33,600 Do we do we have a code 22 and someone could be like oh no, I'm on a towel run or like oh copy that 1161 00:59:33,600 --> 00:59:38,880 I'll be right there. Like you know, which situation is which exactly that's so funny 1162 00:59:38,880 --> 00:59:46,360 Yeah, my teenage very young impressionable staff. They hate it when they forget their sunglasses in their car 1163 00:59:47,520 --> 00:59:49,520 Yeah, it's a bad day 1164 00:59:50,880 --> 00:59:55,240 Yeah, I've gotten the question a couple times a boss. Do you have any extra sunglasses in your desk? 1165 00:59:55,240 --> 01:00:01,480 I forgot mine and seriously I kid you not numerous times. I have team members be like now boss 1166 01:00:01,480 --> 01:00:03,980 There's gonna be some mommies here 1167 01:00:03,980 --> 01:00:11,980 Oh, let's let's let's move away from hotel stories for a second. Oh, I'm excited. It's a podcast related thing 1168 01:00:12,620 --> 01:00:19,900 If you were to go to TF TSI comm you will find a website website 1169 01:00:23,820 --> 01:00:29,500 Let's do it. Let's do it. I'm so excited. So you said TF TSI 1170 01:00:29,500 --> 01:00:35,260 I tell us from the service industry. Oh my god, it's beautiful. It's there 1171 01:00:37,660 --> 01:00:45,380 Pictures on the front page. No, but we've got episodes. Oh, you could check out for featured podcasts 1172 01:00:45,460 --> 01:00:51,340 Oh my god guys, this is so cool. And when you could just from this page, you can hit follow 1173 01:00:51,460 --> 01:00:57,940 Oh my gosh, you can so if you click the follow that takes you actually to our YouTube channel so you can follow 1174 01:00:57,940 --> 01:01:02,820 But the thing that I like the most about it is that there's a right there right there 1175 01:01:02,820 --> 01:01:08,000 Oh this section connect with us. That is right. Oh, and you can put in your name email phone number 1176 01:01:08,000 --> 01:01:13,740 You can connect with the og3. I like this button. This is are you interested in being on the podcast? 1177 01:01:13,740 --> 01:01:17,380 Oh my god, so guys you could go onto this website tftsi.com 1178 01:01:18,100 --> 01:01:25,060 Super easy super simple and you can write to us. That's right far easier than our terrible email address 1179 01:01:25,060 --> 01:01:27,060 I 1180 01:01:27,420 --> 01:01:28,740 Love this 1181 01:01:28,740 --> 01:01:33,880 So that form if you would like to submit a story you can submit a story from there 1182 01:01:34,340 --> 01:01:41,180 If you want to be on the podcast we can certainly discuss that you don't actually have to join us in the TF TSI studio 1183 01:01:41,220 --> 01:01:43,340 We have a way of patching in a phone call 1184 01:01:43,340 --> 01:01:51,060 So if you have a story and you want to share it with us go to TF TSI comm scroll down to connect with us 1185 01:01:51,060 --> 01:01:57,820 Enter your story hits and they're so easy guys. We made it super easy for you and it's beautiful if I could say so 1186 01:01:57,820 --> 01:02:01,960 That's right now additionally. We will have a new email address here 1187 01:02:05,660 --> 01:02:11,940 And as much as it pains me because it's such an amazing email address of tales from the service industry at gmail.com 1188 01:02:11,940 --> 01:02:13,940 That is gonna go away 1189 01:02:13,940 --> 01:02:23,220 Okay, so as of this recording I am one week from my one year published anniversary 1190 01:02:29,540 --> 01:02:33,660 So I'm probably like just in about a year of my first recording 1191 01:02:33,980 --> 01:02:38,220 J. Yeah, it's like this is your birthday song. It's not very long. Hey 1192 01:02:38,220 --> 01:02:40,220 Yeah 1193 01:02:42,540 --> 01:02:48,620 You've been a podcaster for a almost a full year that's wild something I've always wanted to do 1194 01:02:49,980 --> 01:02:55,780 It's been a dream and you've made my dream a reality come true because of all the little people 1195 01:02:56,860 --> 01:02:58,860 horrible stories 1196 01:02:58,860 --> 01:03:07,100 In the grief stories no, it's because you is because you were invited to a therapy session that you actually connected with 1197 01:03:08,340 --> 01:03:16,860 Exactly recorded therapy recorded there my weekly recorded therapy exactly my confidential therapy that goes out to the world 1198 01:03:18,220 --> 01:03:20,220 It's a very accurate sentence. Yeah 1199 01:03:20,940 --> 01:03:24,460 True that's kind of creepy scary ain't it? Yeah, it is and I love it 1200 01:03:24,460 --> 01:03:32,460 Yeah, love every moment of this people from all around the world have heard about Liz. Oh, do we want to check on check on our like listener 1201 01:03:32,740 --> 01:03:34,740 ships from 1202 01:03:34,900 --> 01:03:38,180 Listening from the far the far flung we haven't done that in a while. Yeah 1203 01:03:38,940 --> 01:03:40,940 Yeah, let me 1204 01:03:40,940 --> 01:03:47,620 All right, so some of our far flung listeners. We have few from Germany a couple Swiss 1205 01:03:47,980 --> 01:03:51,380 Love it lots of Dutch are okay. How cool 1206 01:03:51,380 --> 01:03:57,060 We're international our friends in Holland are apparently spreading the word. I love this 1207 01:03:57,620 --> 01:04:02,260 Quite a few folks from England Leeds Manchester Liverpool London 1208 01:04:02,940 --> 01:04:09,540 Okay, big cities England's my thing. I mean, I love you guys in Holland and everywhere too, but never been to those 1209 01:04:09,740 --> 01:04:11,740 another listener in 1210 01:04:11,820 --> 01:04:13,820 Romania nice 1211 01:04:13,820 --> 01:04:17,980 Egypt Rio de Janeiro. All right, that is a new one 1212 01:04:17,980 --> 01:04:21,540 Yeah, actually, there's a few in in Brazil 1213 01:04:23,540 --> 01:04:30,900 Argentina and again in the Philippines. I love it. We're happy to have you guys and then there's a few in New Zealand 1214 01:04:30,900 --> 01:04:37,020 I love it. Welcome to the pod fam and then quite a few within the US and 1215 01:04:37,660 --> 01:04:42,460 Again our friend in Wichita, Kansas. Oh, okay 1216 01:04:43,260 --> 01:04:45,540 Love you. No our friend from Wichita 1217 01:04:45,540 --> 01:04:51,780 Can you please go to our website and please just submit anything in our contact form and just say hello? 1218 01:04:51,820 --> 01:04:54,700 I'm your friend from Kansas exactly, please 1219 01:04:55,620 --> 01:05:01,300 Please so let's go out on the high note. Okay. Thank you for listening. We appreciate the support 1220 01:05:01,620 --> 01:05:03,860 Liz thank you so much for being our resident 1221 01:05:04,260 --> 01:05:10,220 Thank you for having me for exactly one year. I know well 51 weeks. Okay, okay, don't I 1222 01:05:10,220 --> 01:05:15,580 I gotta keep you in check. I know I know but anyway, thank you. You're so welcome 1223 01:05:15,580 --> 01:05:20,220 I love that you love that you're part of the show and miss B. Thank you so much for being here as well 1224 01:05:20,220 --> 01:05:23,020 Thank you happen also for being a part of the show that 1225 01:05:24,220 --> 01:05:29,740 Yes, and I never will and on that note we will be back in a couple weeks 1226 01:05:29,740 --> 01:05:33,740 Bye bye guys 1227 01:05:33,740 --> 01:05:56,380 Have a new podcast.net