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And on that note, welcome back to Tales from the Service Industry, where we sit around

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and drink wine while we tell stories.

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Tonight with me, it is Liz.

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Hi, team.

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And Gwen.

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Hey, guys.

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Unfortunately, Ms. B is taking a bye week this week.

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I do have an empty chair next to me.

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So unfortunately, we will have to catch up with her on the next episode.

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But you've got the three of us tonight.

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Yeah.

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And we're going to bring it.

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I'm sorry, and you're welcome.

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Or possibly in the other order.

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We don't know yet.

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You're welcome, and I'm sorry.

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Exactly.

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So I know this is sequence wise.

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We don't post immediately after we record.

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But right now we are in spring break.

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And I don't know how it's been for you, Gwen.

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Well, unfortunately, I know how it's been for you, Liz.

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Well, spring break's been pretty on the relaxation side.

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My personal spring break has been five weeks and six days.

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And my spring break ends tomorrow.

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I will go back to work after surgery.

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And you said it, I go directly into an event next weekend for work.

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So it's just work at a golf course.

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And like we check people into a specific tent at the golf course.

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So that's three days.

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In effect, I am not sitting at my desk catching up from leave.

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And then the following week is my area's spring break.

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That's good, though.

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At least it's keeping you active.

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You're not literally just sitting at your desk the whole time.

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No, no.

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And that was the benefit of really taking the six weeks is it gave me a chance to heal

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even though I felt like I was ready to go back.

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Emotionally or physically?

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My doctor said physically.

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Apparently, there has been healing going on the last four weeks and I don't know.

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But when else am I going to get an opportunity to take a six week leave of absence feeling

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decent?

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I'm never going to get that opportunity unless I pop out a kid.

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But that six weeks is you are caring for a newborn.

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No, no, does not relate.

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No, no.

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I mean, here, I was going to ask if you could do me a solid and push me down the stairs

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so I can break something and I could take six weeks off.

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We can arrange that.

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Just don't sue me after something.

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Here comes Gwen out of left field with the have a kid.

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No thanks.

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Reality.

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Yeah.

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So reality starts again in less than 12 hours.

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Our condolences.

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Yes, thank you.

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So I think from what I have heard, I've been in touch with a couple of people at work and

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I stopped by about three weeks ago, I think I'm going to walk in asking the team what

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I could do differently because I think they are flourishing.

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Wow.

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What's giving you that feeling?

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What people have said like, no, everything's like been great.

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Like nothing really to report.

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Like no big hiccups or oopsies with your team.

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And I'm like, that's freaking great.

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What am I doing there then?

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Well, not to gas you up, but I think that really speaks to your leadership style.

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And that was the hope.

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I pretty much sat down with my entire team and I said, regardless of I'm here or not,

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you need to still like do a great job.

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You know what you need to do.

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You know what you are doing.

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Don't mess around just because I'm not looking over your shoulder.

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So hopefully you're right, Gwen.

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I say congrats.

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I think that's beautiful.

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Yeah, we'll see.

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But I do have a couple of people that are one in specific that I'm thinking of that

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has failed a few times and I really want to sit down with that individual.

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And I've heard specifically that they are doing amazing.

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I kind of want to be like, how can we be a better team?

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What in my absence helped you flourish and how do we keep that going now that I'm back?

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So hopefully it's just a good learning and growing opportunity for the whole team.

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I love that.

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I love that.

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Are you planning on doing like one on ones with everybody?

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I mean, you just said you had multiple things that you have to do in the next couple of

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weeks.

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Like how are you going to take the time to do those pulse checks?

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I think I'm going to kind of respect the team and kind of go into it, kind of just observe.

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And that's really what I did when I first took over the department.

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I didn't ask many questions.

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I was just like, okay, teach me.

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How do you do it?

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What are you doing?

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So I think I'm just going to go kind of back to that and take a back seat and kind of let

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them come to me.

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That's fantastic.

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So whatever they have improved upon, if it was my way or the highway before, if they

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have a better way to do it now and a better way to be successful, I'm going to take their

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lead on it.

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I'm just going to kind of sit back for at least a week and kind of just let the team

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come to me.

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I used to have a boss that you don't anymore.

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No, no, no, no, no.

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You are the boss.

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No, no, I may be the highest level person on property, but I've got bosses that have

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bosses that have bosses all the way up.

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So I'm a slightly larger fish in the very big pool.

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No, what I was going to say is I used to have a manager that his whole mantra about good

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leadership is that when you leave, if the department runs so incredibly smoothly that

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you have to question yourself, God, why am I here?

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You're a good leader.

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You have the ability to teach and train and develop and your team responds to that.

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If you left and everything falls apart because you're doing everything, you're not delegating

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and you're not leading.

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Very true.

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I think that that is probably the biggest compliment your team could ever pay you is

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that it's just running really smoothly without you.

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Yeah, I was expecting like to come out of surgery already having to like put out fires

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with texts and phone calls.

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So I really have had this chance to not stress and really decompress.

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My doctor said the one thing that can help my nerves is don't stress and don't do any

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really hard drugs, which I don't.

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Why and how did that come up?

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That was just in his spiel.

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I don't know.

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And then he said, no, like binge drinking.

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I don't want you to drink alcohol in excess that you like black out and get sick.

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And I was like, but a glass of wine every night, it's okay.

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And he was like, yeah, that's perfectly fine.

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So doctor's orders.

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So apparently like ridding yourself of anxiety and stress can really help your nerves regrow.

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And that is what we were hoping for.

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So and since Ms. B is not here in body, but she's here in spirit, I just like to add,

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look at Liz being all mature.

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That's exactly what she would say.

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I know.

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And so positive.

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I was going to say, is this going to be a positive podcast guys?

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No, we can end that here.

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No, because it's spring break and I have no idea where this episode is going to go.

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Are you on spring break?

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Yeah.

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I mean, I'm working spring break.

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Yeah, of course you are.

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We had to clean rooms the night before last.

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Had to clean a room tonight.

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Yeah.

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Wait, you cleaned one.

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Yeah.

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I will still see you get back in your house.

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Right.

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I will still throw it down with my team.

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I have no problem with that.

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You got to like keep the muscles working, the muscle memory.

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You have to kind of bring it back.

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I even got a compliment on the beds that I made.

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No way.

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By whom?

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By a room attendant, no less.

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Oh, was it in our survey?

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Cause that's really what matters.

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Okay.

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No, it was not in our surveys.

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I was thinking about this earlier, like how many years across the room we all have.

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I'm coming up on eight years.

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29 for me.

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Uh, shhh.

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Hospitality service industry, not including like other customer service jobs, cause I'm

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sure we have more years of experience with that.

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Oh, oh yeah.

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I've got other jobs.

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Okay.

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Yeah, yeah.

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I've got 10.

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Yeah.

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And then I'm sure Ms. B has at least 10.

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In stereo.

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Jinx, yummy, and soda.

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My guess is 12 for her.

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Okay.

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So 29, eight, 12.

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Okay, so that combined is 49.

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59.

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Almost 60 years of experience around this table.

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Jeez.

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Well, hey, we are on season three of the pod.

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That's true.

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So 40 some episodes in.

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We can call it what?

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Two and a half years of recording.

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Yeah.

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Holy moly.

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I know two and a half years of therapy.

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That's very healthy.

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It's so healthy.

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Is it, is it now?

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Does it help you?

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You know, yes and no.

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Just keep going to your normal therapy too.

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I was gonna say my normal therapist.

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Where do you think I was last night?

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Yeah, yeah, yeah, yeah.

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No, my therapist always tells me that this feeling will pass.

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Yeah, when you pass.

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Oh gosh.

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Or it'll pass and come right back.

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You know, five seconds and you're like, oh, there's anxiety.

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Finds its way.

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Any who's who.

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Any who's who.

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So I shared a story with you guys about a guest that was upset about his stay and demanded

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compensation.

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Which time?

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Last.

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Yeah, give me a little more detail.

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I need a little bit more.

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I know.

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I'm just letting you process.

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The story went that the guest checked in, did not like the smell of the room and said

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that there was a stain on a pillowcase.

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So he contacted the front desk.

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Front desk immediately moved him to another room.

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The next day he expected to get service but did not because it's an every other day cycle

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with the brand, right?

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Oh, okay.

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Yes.

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I remember this.

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I remember this.

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Yes.

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He wanted more.

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He said, I know this is during your stay.

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There was no way for us to verify it.

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I'm really just going off good faith of what you're telling me being truth.

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Like this is a favor to you.

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Right.

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So I gave him 10% off his whole stay.

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Not one night, not the second night, but all of it.

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What does my friend do?

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Rather than saying thank you and moving on, he opens a case.

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We closed the case.

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Ding, ding, ding.

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Closed the case.

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We explained what the compensation was.

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No further compensation closed.

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Okay.

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Three weeks have gone by.

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Guess what I get yesterday?

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What?

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A reopened case.

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The guy's upset saying that it still doesn't feel right and that if I don't do more, he's

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going to go elsewhere.

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He's going to ditch our brand and go to another brand.

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How faithful is he to your brand?

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He was a strawberry.

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The lowest tier of the berries.

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Yeah.

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So you can find another brand.

262
00:10:15,120 --> 00:10:20,300
You know, I don't like that attitude because it's always been easier to retain a customer

263
00:10:20,300 --> 00:10:21,840
than to find a new one.

264
00:10:21,840 --> 00:10:22,840
But it's the same token.

265
00:10:22,840 --> 00:10:24,360
But his reason isn't justified.

266
00:10:24,360 --> 00:10:25,360
Exactly.

267
00:10:25,360 --> 00:10:27,600
His reason has no justification.

268
00:10:27,600 --> 00:10:29,080
He wants his stay comped.

269
00:10:29,080 --> 00:10:30,080
Why?

270
00:10:30,080 --> 00:10:31,600
Yeah, I don't know.

271
00:10:31,600 --> 00:10:35,800
I'm not doing this because of a dirty pillowcase and your perception that your room should

272
00:10:35,800 --> 00:10:36,800
have been cleaned.

273
00:10:36,800 --> 00:10:37,840
I'm just, I'm not.

274
00:10:37,840 --> 00:10:40,920
If it really bothered him that much, there would have been an effort made.

275
00:10:40,920 --> 00:10:42,100
And there was no effort made.

276
00:10:42,100 --> 00:10:43,600
There was no calls logged.

277
00:10:43,600 --> 00:10:44,600
There was nothing.

278
00:10:44,600 --> 00:10:46,480
So he sat in his room, huffed and puffed.

279
00:10:46,480 --> 00:10:47,480
I was going to say.

280
00:10:47,480 --> 00:10:48,480
His bed wasn't made grumpy.

281
00:10:48,480 --> 00:10:49,920
And then went to bed.

282
00:10:49,920 --> 00:10:50,920
Yeah.

283
00:10:50,920 --> 00:10:53,920
So he took a thousand milligrams of grumpy butt and called it a night.

284
00:10:53,920 --> 00:10:54,920
Oh, a thousand?

285
00:10:54,920 --> 00:10:55,920
Yeah.

286
00:10:55,920 --> 00:10:56,920
Yeah.

287
00:10:56,920 --> 00:10:57,920
Doctor's orders, apparently.

288
00:10:57,920 --> 00:11:00,920
So not the hard drugs.

289
00:11:00,920 --> 00:11:04,760
I would have prescribed something else.

290
00:11:04,760 --> 00:11:09,520
But I mean, at the end of the day, it's like, I'm just not going to give him anything else.

291
00:11:09,520 --> 00:11:13,080
Everything that had been discussed before in the previous complaint, we recapped that,

292
00:11:13,080 --> 00:11:14,360
sent it back, closed it.

293
00:11:14,360 --> 00:11:16,400
So we'll see what he does next.

294
00:11:16,400 --> 00:11:18,160
What was his purpose of travel?

295
00:11:18,160 --> 00:11:19,160
Fun.

296
00:11:19,160 --> 00:11:20,160
I don't really have a follow up to that question.

297
00:11:20,160 --> 00:11:21,160
I just wanted to know.

298
00:11:21,160 --> 00:11:24,160
I was waiting with a drum roll in the background.

299
00:11:24,160 --> 00:11:25,160
See.

300
00:11:25,160 --> 00:11:28,240
And maybe this is a topic for another day.

301
00:11:28,240 --> 00:11:34,520
But I feel like our leisure guests are more demanding than our business travel guests.

302
00:11:34,520 --> 00:11:35,920
You know, I think so.

303
00:11:35,920 --> 00:11:39,600
But I think there's some caveats that add some nuances to it.

304
00:11:39,600 --> 00:11:40,600
Fair.

305
00:11:40,600 --> 00:11:42,240
I agree with you for the most part.

306
00:11:42,240 --> 00:11:46,240
Until it's a Berry member, depending on how shiny of a Berry they are.

307
00:11:46,240 --> 00:11:51,240
That know how to travel and they travel however many nights a year.

308
00:11:51,240 --> 00:11:52,240
Right.

309
00:11:52,240 --> 00:11:55,120
So most people are usually pretty cool when they're on business.

310
00:11:55,120 --> 00:11:59,720
But when they are on their pleasure trips, they are Jekyll and Hyde because now there's

311
00:11:59,720 --> 00:12:00,720
like this.

312
00:12:00,720 --> 00:12:01,720
They know the expectation.

313
00:12:01,720 --> 00:12:02,720
Well, yes.

314
00:12:02,720 --> 00:12:06,840
But they're also there's that low key flex for their loved ones that are with them.

315
00:12:06,840 --> 00:12:08,240
They're like, I'm a blueberry.

316
00:12:08,240 --> 00:12:09,240
I'm a blackberry.

317
00:12:09,240 --> 00:12:10,240
I'm a raspberry.

318
00:12:10,240 --> 00:12:11,240
Whatever.

319
00:12:11,240 --> 00:12:12,240
Don't worry.

320
00:12:12,240 --> 00:12:13,240
I'll handle it.

321
00:12:13,240 --> 00:12:14,240
I'm a blueberry.

322
00:12:14,240 --> 00:12:15,240
Yeah, you're with me now.

323
00:12:15,240 --> 00:12:16,240
But see, we're not talking about blueberries.

324
00:12:16,240 --> 00:12:17,240
We're talking about strawberries.

325
00:12:17,240 --> 00:12:18,240
Oh, I know.

326
00:12:18,240 --> 00:12:19,240
But but look, strawberries have egos.

327
00:12:19,240 --> 00:12:21,400
They have that aspiration of being a blueberry at some point.

328
00:12:21,400 --> 00:12:26,480
And they think that they can skip over blueberry and the raspberry and go straight to the acai

329
00:12:26,480 --> 00:12:27,800
or whatever it is at the top.

330
00:12:27,800 --> 00:12:30,280
This is where positive Gwyn comes out.

331
00:12:30,280 --> 00:12:31,280
What?

332
00:12:31,280 --> 00:12:32,280
Oh, God.

333
00:12:32,280 --> 00:12:35,520
Well, no, because here's like a big point of my training that I always brought to every

334
00:12:35,520 --> 00:12:36,720
front office team.

335
00:12:36,720 --> 00:12:39,200
I love that we're getting refills on this subject.

336
00:12:39,200 --> 00:12:41,200
You know what?

337
00:12:41,200 --> 00:12:44,040
If we're going to refill the refills, kind of quick tonight.

338
00:12:44,040 --> 00:12:47,920
It might be a two bottle night.

339
00:12:47,920 --> 00:12:54,520
My point of training with my front office team is that this is especially for strawberries,

340
00:12:54,520 --> 00:12:56,280
their own hard earned money.

341
00:12:56,280 --> 00:12:57,520
Right.

342
00:12:57,520 --> 00:13:00,340
They could be getting all the points from business.

343
00:13:00,340 --> 00:13:03,560
But the minute they turn leisure and they're spending their own money.

344
00:13:03,560 --> 00:13:04,560
Yes.

345
00:13:04,560 --> 00:13:07,320
And so I mean, we're talking about strawberries, right?

346
00:13:07,320 --> 00:13:13,480
So easy numbers, easy brackets that I used to always explain to my team is, OK, we're

347
00:13:13,480 --> 00:13:15,480
looking at that folio.

348
00:13:15,480 --> 00:13:18,680
Let's say for easy numbers, thousand dollars.

349
00:13:18,680 --> 00:13:19,680
OK.

350
00:13:19,680 --> 00:13:21,440
We're used to seeing a thousand dollars.

351
00:13:21,440 --> 00:13:22,440
Yeah.

352
00:13:22,440 --> 00:13:27,120
We're not used to seeing all of the food and beverage from all the local restaurants that

353
00:13:27,120 --> 00:13:30,200
they are doing to feed their wife and kids.

354
00:13:30,200 --> 00:13:35,620
You got a family of five now, not including the airfare for two adults and three children,

355
00:13:35,620 --> 00:13:37,640
not including the rent a car.

356
00:13:37,640 --> 00:13:43,200
I've had toilet paper thrown at my head by a lady who was so upset because her room wasn't

357
00:13:43,200 --> 00:13:44,200
cleaned.

358
00:13:44,200 --> 00:13:45,640
She was upset because of COVID.

359
00:13:45,640 --> 00:13:49,160
Clearly, like you're saying, the expectations, everything wasn't properly explained to her.

360
00:13:49,160 --> 00:13:51,640
Oh, so she gave you a favor, giving you toilet paper.

361
00:13:51,640 --> 00:13:52,640
She was upset.

362
00:13:52,640 --> 00:13:53,640
No kidding.

363
00:13:53,640 --> 00:13:54,640
She was.

364
00:13:54,640 --> 00:13:57,000
She asked for four more rolls to steal.

365
00:13:57,000 --> 00:14:01,400
She was upset because it was like a half a roll and she's like, how is my family of five

366
00:14:01,400 --> 00:14:06,200
supposed to wipe their bleep at the end of the night when nobody's here to deliver more

367
00:14:06,200 --> 00:14:07,200
toilet paper?

368
00:14:07,200 --> 00:14:08,780
She's like, you should have done it throughout the day.

369
00:14:08,780 --> 00:14:12,280
And so it took me a good minute to calm her down.

370
00:14:12,280 --> 00:14:16,620
But once I kind of changed my perspective, she's not mad at the toilet paper.

371
00:14:16,620 --> 00:14:17,860
She's not mad at me.

372
00:14:17,860 --> 00:14:20,640
At that point, she's just taking all of her frustration out.

373
00:14:20,640 --> 00:14:22,480
Yeah, it's not about the toilet paper.

374
00:14:22,480 --> 00:14:24,080
It's not about the room was cleaned.

375
00:14:24,080 --> 00:14:26,640
She's just mad.

376
00:14:26,640 --> 00:14:28,120
She's just mad and wants to yell.

377
00:14:28,120 --> 00:14:29,160
There's validity there.

378
00:14:29,160 --> 00:14:33,140
And especially when it's a strawberry, because that is the money that they've been saving

379
00:14:33,140 --> 00:14:35,800
for the past year, two years, three years.

380
00:14:35,800 --> 00:14:37,380
This is your one vacation.

381
00:14:37,380 --> 00:14:38,840
One vacation a year.

382
00:14:38,840 --> 00:14:40,960
And it's never really about the toilet paper.

383
00:14:40,960 --> 00:14:41,960
No.

384
00:14:41,960 --> 00:14:42,960
It's about everything else.

385
00:14:42,960 --> 00:14:43,960
It usually is.

386
00:14:43,960 --> 00:14:47,920
But that's why I like strawberries and blackberries are the ones that give us the worst service.

387
00:14:47,920 --> 00:14:48,920
Blackberries.

388
00:14:48,920 --> 00:14:53,000
I would throw a blackberry in the second tier.

389
00:14:53,000 --> 00:14:54,000
OK, OK.

390
00:14:54,000 --> 00:14:55,720
Maybe the third.

391
00:14:55,720 --> 00:14:59,960
It's the blueberries and the raspberries that their companies are paying the majority of

392
00:14:59,960 --> 00:15:02,040
their stays.

393
00:15:02,040 --> 00:15:06,860
The other challenge is, like, you know, for the brand that we work for, the rewards program

394
00:15:06,860 --> 00:15:09,280
is a solo participant.

395
00:15:09,280 --> 00:15:10,360
It's to you.

396
00:15:10,360 --> 00:15:11,660
It's not to your family.

397
00:15:11,660 --> 00:15:12,920
It's not to your friends.

398
00:15:12,920 --> 00:15:13,920
It's you.

399
00:15:13,920 --> 00:15:14,920
Yeah.

400
00:15:14,920 --> 00:15:18,680
I think, unfortunately, this is a hill I'm pretty much planning to die on.

401
00:15:18,680 --> 00:15:20,480
OK, let's hear it.

402
00:15:20,480 --> 00:15:24,960
Is that your rewards program is for you as an individual.

403
00:15:24,960 --> 00:15:26,360
And it's written that way?

404
00:15:26,360 --> 00:15:28,880
That it's your soul, that it's for you only.

405
00:15:28,880 --> 00:15:29,880
Yes.

406
00:15:29,880 --> 00:15:32,520
Terms and conditions clearly state it is an individual account.

407
00:15:32,520 --> 00:15:33,520
Period.

408
00:15:33,520 --> 00:15:36,360
I should read those just for shits and gigs.

409
00:15:36,360 --> 00:15:37,360
Maybe.

410
00:15:37,360 --> 00:15:39,360
If you want to lose part of your soul, sure.

411
00:15:39,360 --> 00:15:40,360
I am a rewards member.

412
00:15:40,360 --> 00:15:43,680
I probably should have read what I agreed to.

413
00:15:43,680 --> 00:15:46,680
So every maybe.

414
00:15:46,680 --> 00:15:52,400
Every single day, I've got people checking in on their spouse's account and their spouse

415
00:15:52,400 --> 00:15:53,400
is not here.

416
00:15:53,400 --> 00:15:55,860
I had it again this evening before I left.

417
00:15:55,860 --> 00:15:58,760
So the guy comes in, he's like, oh, yeah, you know, I'm here to check in.

418
00:15:58,760 --> 00:16:02,840
And the girl that was working the front desk says, oh, you know, you know, what's the last

419
00:16:02,840 --> 00:16:03,840
name?

420
00:16:03,840 --> 00:16:04,840
He gives the last name.

421
00:16:04,840 --> 00:16:05,840
And I'm heading out.

422
00:16:05,840 --> 00:16:09,440
I had one more thing that I wanted to look at on the system and I'm out the door.

423
00:16:09,440 --> 00:16:12,320
Fortunately, I'm also listening to this conversation.

424
00:16:12,320 --> 00:16:13,320
You're trapped.

425
00:16:13,320 --> 00:16:14,320
I'm stuck.

426
00:16:14,320 --> 00:16:16,880
You know, and it's like he says, oh, yeah, you know, my wife should have already checked

427
00:16:16,880 --> 00:16:17,880
in.

428
00:16:17,880 --> 00:16:20,400
So we pull it up and the account's not checked in.

429
00:16:20,400 --> 00:16:23,240
So then the girl tells him, you know, it's all right.

430
00:16:23,240 --> 00:16:24,680
It's not checked in yet.

431
00:16:24,680 --> 00:16:26,320
Is your wife joining you shortly?

432
00:16:26,320 --> 00:16:28,480
And the guy flat out says, no, she's not here.

433
00:16:28,480 --> 00:16:29,480
What?

434
00:16:29,480 --> 00:16:30,480
It's like, well, wait a minute.

435
00:16:30,480 --> 00:16:32,240
Well, pump the brakes, Holmes.

436
00:16:32,240 --> 00:16:36,800
How is it that your wife was supposed to have checked in if she's not even here?

437
00:16:36,800 --> 00:16:40,040
Oh, did he tell her to do a mobile check in?

438
00:16:40,040 --> 00:16:41,040
Probably.

439
00:16:41,040 --> 00:16:42,640
So that's exactly like a little check in.

440
00:16:42,640 --> 00:16:43,640
Oh, it check in.

441
00:16:43,640 --> 00:16:44,640
Yeah.

442
00:16:44,640 --> 00:16:45,640
Oh, it should have been checked in.

443
00:16:45,640 --> 00:16:49,320
Like I just wanting a key or something like that's what he was trying to do.

444
00:16:49,320 --> 00:16:53,480
I think that's what they intended to do, but she didn't get it done.

445
00:16:53,480 --> 00:16:57,240
So then he explains to us that she's not even here.

446
00:16:57,240 --> 00:17:01,280
And it's like, well, well, you know, hers is the only name on the account.

447
00:17:01,280 --> 00:17:02,480
I can't check you in.

448
00:17:02,480 --> 00:17:03,480
And there's this instant.

449
00:17:03,480 --> 00:17:06,080
Oh, you're the only hotel.

450
00:17:06,080 --> 00:17:07,440
What am I supposed to do?

451
00:17:07,440 --> 00:17:12,960
Well, first off, let's pump the brakes just a second and let's walk through this.

452
00:17:12,960 --> 00:17:16,840
So he ends up calling her and we made the exception for him.

453
00:17:16,840 --> 00:17:19,400
Oh, but we removed the reward number from it.

454
00:17:19,400 --> 00:17:23,920
So they're not getting rewards for their because because an individual account, he's here,

455
00:17:23,920 --> 00:17:24,920
she's not.

456
00:17:24,920 --> 00:17:27,760
And she has no intention of being here because she's in another state.

457
00:17:27,760 --> 00:17:31,840
But what pissed me off was that he tried to make it seem like she was going to be here.

458
00:17:31,840 --> 00:17:33,000
Oh, she's not checked in.

459
00:17:33,000 --> 00:17:34,000
Yeah.

460
00:17:34,000 --> 00:17:37,840
It's like, come on, man.

461
00:17:37,840 --> 00:17:42,940
And it's been like this every single day this whole week, multiple times because it works.

462
00:17:42,940 --> 00:17:45,600
And it's always the you're the only hotel.

463
00:17:45,600 --> 00:17:46,600
Really?

464
00:17:46,600 --> 00:17:49,760
I am the only hotel out of thousands of properties.

465
00:17:49,760 --> 00:17:53,580
I'm the only one that's actually adhering to the policy.

466
00:17:53,580 --> 00:17:55,440
So forgive me really quickly.

467
00:17:55,440 --> 00:18:00,000
I am the only one out of thousands of properties that actually adheres to the policy.

468
00:18:00,000 --> 00:18:01,000
Absolutely not.

469
00:18:01,000 --> 00:18:02,000
No, no, no.

470
00:18:02,000 --> 00:18:04,360
I just thought of something.

471
00:18:04,360 --> 00:18:09,640
Remember back in the day when we used to have our guests check in and they'd be like, you're

472
00:18:09,640 --> 00:18:12,600
the only hotel who's ever charged my card incidentals.

473
00:18:12,600 --> 00:18:13,600
Oh, yeah.

474
00:18:13,600 --> 00:18:14,600
I get that every day.

475
00:18:14,600 --> 00:18:19,600
You still get I was going to ask because I haven't been on property in almost two years

476
00:18:19,600 --> 00:18:20,600
now.

477
00:18:20,600 --> 00:18:26,000
I remember that always being the biggest thing that was always, in my opinion, bigger than

478
00:18:26,000 --> 00:18:27,280
it's my wife's account.

479
00:18:27,280 --> 00:18:28,280
It's my husband's account.

480
00:18:28,280 --> 00:18:31,320
You're the only hotel who's not going to check me and da da da da da da da da da da.

481
00:18:31,320 --> 00:18:33,440
I've never been charged an incidental.

482
00:18:33,440 --> 00:18:37,760
I had a blueberry like two weeks ago that got all up in my because of that.

483
00:18:37,760 --> 00:18:39,480
I travel all the time.

484
00:18:39,480 --> 00:18:41,800
And keep in mind blueberries are what?

485
00:18:41,800 --> 00:18:45,980
Hundred nights a year or whatever it is like they're up there.

486
00:18:45,980 --> 00:18:50,120
And he's trying to tell me he never ever gets charged an incidental.

487
00:18:50,120 --> 00:18:52,400
No, you just don't notice it, sir.

488
00:18:52,400 --> 00:18:53,400
Come on, man.

489
00:18:53,400 --> 00:18:54,760
You're not looking at your corporate credit card statement.

490
00:18:54,760 --> 00:19:00,520
So we've talked about this in the past when it comes to people using like weird debit

491
00:19:00,520 --> 00:19:02,840
cards or what were they preloaded?

492
00:19:02,840 --> 00:19:03,840
Yeah.

493
00:19:03,840 --> 00:19:04,840
Yeah.

494
00:19:04,840 --> 00:19:08,440
So when you go to charge them for like room and incidentals, the money runs out on the

495
00:19:08,440 --> 00:19:09,440
card.

496
00:19:09,440 --> 00:19:10,440
Yes.

497
00:19:10,440 --> 00:19:12,000
Can you just please use a real credit card?

498
00:19:12,000 --> 00:19:14,160
Don't use a debit card.

499
00:19:14,160 --> 00:19:18,520
Don't use any loaded thingamabob from who's it bank.

500
00:19:18,520 --> 00:19:21,160
Just use your credit card because then you truly won't notice it.

501
00:19:21,160 --> 00:19:25,460
There's a lot that the guests can do better in those situations when it comes to checking

502
00:19:25,460 --> 00:19:28,400
in under a spouse's name or whatever.

503
00:19:28,400 --> 00:19:33,640
And then there's also something that I think that the guests need to remember that it's

504
00:19:33,640 --> 00:19:35,520
not because we're humans.

505
00:19:35,520 --> 00:19:37,960
It's not because we're trying to make your life hard.

506
00:19:37,960 --> 00:19:43,040
We're doing it for your own safety security, which reminds me of a story when I was back

507
00:19:43,040 --> 00:19:44,200
on property.

508
00:19:44,200 --> 00:19:45,720
I love when I was on property.

509
00:19:45,720 --> 00:19:46,720
Screw you.

510
00:19:46,720 --> 00:19:48,720
It's like you're sounding like a blueberry.

511
00:19:48,720 --> 00:19:49,720
I do.

512
00:19:49,720 --> 00:19:50,720
I am.

513
00:19:50,720 --> 00:19:51,720
I'm sorry.

514
00:19:51,720 --> 00:19:52,720
Very shiny blueberry.

515
00:19:52,720 --> 00:19:57,840
The shiniest inorganic, freshly cleaned lifetime blueberry.

516
00:19:57,840 --> 00:20:03,280
I mean, obviously I think in our collective almost 60 years of experience, we have checked

517
00:20:03,280 --> 00:20:09,280
in a spouse or a friend or whatever that wasn't on the reservation.

518
00:20:09,280 --> 00:20:10,920
And it's bitten us in the butt.

519
00:20:10,920 --> 00:20:11,920
Not every single time.

520
00:20:11,920 --> 00:20:12,920
No, no, I'm not saying every single time.

521
00:20:12,920 --> 00:20:15,220
But the one time it does.

522
00:20:15,220 --> 00:20:16,220
It only takes once.

523
00:20:16,220 --> 00:20:17,720
You don't make that mistake again.

524
00:20:17,720 --> 00:20:18,720
Never.

525
00:20:18,720 --> 00:20:24,280
And I'm sure your associates who you've worked with on property and Bill, your current associates

526
00:20:24,280 --> 00:20:26,880
probably are still learning that.

527
00:20:26,880 --> 00:20:29,360
It just takes that one time.

528
00:20:29,360 --> 00:20:36,200
Here's my gripe with all of this is that everybody has this weird view of hotels as being like

529
00:20:36,200 --> 00:20:37,600
swap meet barter.

530
00:20:37,600 --> 00:20:39,680
So you can argue about the rate.

531
00:20:39,680 --> 00:20:42,920
Like you know, you walk into a hotel, it's like, hey, I need to get a room tonight.

532
00:20:42,920 --> 00:20:44,400
Okay, well, it's gonna be $200.

533
00:20:44,400 --> 00:20:46,960
Well, you know, what could you do for 150?

534
00:20:46,960 --> 00:20:49,640
I can refer you to another hotel for 150.

535
00:20:49,640 --> 00:20:50,640
That's what I can do for you.

536
00:20:50,640 --> 00:20:52,560
You know, it's like a brand two miles away.

537
00:20:52,560 --> 00:20:53,560
That'll take you.

538
00:20:53,560 --> 00:20:54,560
Yeah.

539
00:20:54,560 --> 00:20:57,680
And then at the checkout, it's like, oh, well, you know, they didn't replace the plastic

540
00:20:57,680 --> 00:20:58,860
cups in my bathroom.

541
00:20:58,860 --> 00:21:00,720
So I want a comp night.

542
00:21:00,720 --> 00:21:02,280
It's not how it works.

543
00:21:02,280 --> 00:21:06,280
You know, there's just this weird view of how the hotel industry works.

544
00:21:06,280 --> 00:21:08,620
And that carries over to reservations also.

545
00:21:08,620 --> 00:21:13,040
Why is it that people think that I could go check into a hotel under Gwen's name and that

546
00:21:13,040 --> 00:21:15,920
they're gonna be just like, oh, okay, well, welcome, sir.

547
00:21:15,920 --> 00:21:17,280
You know, it doesn't work that way.

548
00:21:17,280 --> 00:21:21,000
I can't show up at the airport with someone else's name.

549
00:21:21,000 --> 00:21:22,000
They're not gonna let me on the plane.

550
00:21:22,000 --> 00:21:25,560
I mean, if I show up for a rental car, are they going to give me a rental car under your

551
00:21:25,560 --> 00:21:26,560
name, Liz?

552
00:21:26,560 --> 00:21:27,560
No.

553
00:21:27,560 --> 00:21:30,560
Why is it that they view hotels as being like inconsequential?

554
00:21:30,560 --> 00:21:35,200
I mean, it's all fine until you're fooling around with somebody and your spouse busts

555
00:21:35,200 --> 00:21:38,920
in the door with a key because the name is the same.

556
00:21:38,920 --> 00:21:41,240
So that was the story I was going to share.

557
00:21:41,240 --> 00:21:42,760
Sorry, I didn't mean to jump ahead.

558
00:21:42,760 --> 00:21:43,880
I didn't know.

559
00:21:43,880 --> 00:21:48,800
But you crawl over the Internet and it's stories of that are everywhere.

560
00:21:48,800 --> 00:21:52,440
I mean, I've known, fortunately, it's never been in a hotel that I've worked in, but it's

561
00:21:52,440 --> 00:21:57,960
been for brands that I've worked for where people have done dumb things like that.

562
00:21:57,960 --> 00:22:01,960
No, it's resulted in like severe injuries and death.

563
00:22:01,960 --> 00:22:07,960
I mean, spouses that catch cheating spouses, things go sideways really quick, really fast.

564
00:22:07,960 --> 00:22:12,560
I'll say it's not their fault, but let's not defend anybody.

565
00:22:12,560 --> 00:22:14,920
Let's not defend any actions.

566
00:22:14,920 --> 00:22:19,800
But going back to my last hotel, I got a call one morning from my boss, can you come in

567
00:22:19,800 --> 00:22:20,800
early this morning?

568
00:22:20,800 --> 00:22:22,880
And I'm like, yeah, is everything OK?

569
00:22:22,880 --> 00:22:25,880
They're like, yeah, we just want to do a property walk with you.

570
00:22:25,880 --> 00:22:28,320
There's some stuff that we kind of just need to sort out today.

571
00:22:28,320 --> 00:22:30,120
We kind of want to get a head start on it.

572
00:22:30,120 --> 00:22:31,120
I'm like, sure, no problem.

573
00:22:31,120 --> 00:22:33,120
Fast forward, I show up on property.

574
00:22:33,120 --> 00:22:34,920
Boss is waiting for me.

575
00:22:34,920 --> 00:22:37,840
So he's like, let's go check out the fitness center.

576
00:22:37,840 --> 00:22:39,280
Let's go check out the pool.

577
00:22:39,280 --> 00:22:40,760
You know, let's just go see.

578
00:22:40,760 --> 00:22:42,040
Those are so nerve wracking.

579
00:22:42,040 --> 00:22:44,640
Sorry to interrupt you, but so nerve wracking.

580
00:22:44,640 --> 00:22:46,560
Especially when it's your responsibility.

581
00:22:46,560 --> 00:22:47,560
Yes.

582
00:22:47,560 --> 00:22:48,560
That's exactly what I thought.

583
00:22:48,560 --> 00:22:51,800
I was like, did my boys not restock the pool?

584
00:22:51,800 --> 00:22:53,240
Are there dishes?

585
00:22:53,240 --> 00:22:54,240
Yes.

586
00:22:54,240 --> 00:22:56,200
I'm like, what happened last night?

587
00:22:56,200 --> 00:22:57,200
Who closed?

588
00:22:57,200 --> 00:22:58,200
Who closed?

589
00:22:58,200 --> 00:23:02,440
This is bringing back nightmares of my job.

590
00:23:02,440 --> 00:23:03,440
Exactly.

591
00:23:03,440 --> 00:23:04,440
Exactly.

592
00:23:04,440 --> 00:23:05,440
Like once a month.

593
00:23:05,440 --> 00:23:06,440
Instead of our one on one, let's go on a walk.

594
00:23:06,440 --> 00:23:07,440
And I'm like, oh, shit.

595
00:23:07,440 --> 00:23:08,440
Who's working right now?

596
00:23:08,440 --> 00:23:09,440
Literally.

597
00:23:09,440 --> 00:23:10,440
Yeah.

598
00:23:10,440 --> 00:23:12,120
Who worked in the past few days I've been worried about.

599
00:23:12,120 --> 00:23:13,120
Yeah.

600
00:23:13,120 --> 00:23:19,120
So fast forward, we're walking around the pool and I have housemen and engineers picking

601
00:23:19,120 --> 00:23:21,000
lingerie out of trees.

602
00:23:21,000 --> 00:23:22,000
I have a woman.

603
00:23:22,000 --> 00:23:23,000
What?

604
00:23:23,000 --> 00:23:27,720
I have a woman sitting on a chaise next to the pool holding her head.

605
00:23:27,720 --> 00:23:32,560
I have an engineer fishing out what looks to appear luggage from the pool.

606
00:23:32,560 --> 00:23:34,000
Did your boss know about this?

607
00:23:34,000 --> 00:23:35,000
Like before walking on the pool deck?

608
00:23:35,000 --> 00:23:36,000
Oh, I 100% think so.

609
00:23:36,000 --> 00:23:37,000
Okay.

610
00:23:37,000 --> 00:23:38,000
Okay.

611
00:23:38,000 --> 00:23:39,000
I think so.

612
00:23:39,000 --> 00:23:40,000
Yeah.

613
00:23:40,000 --> 00:23:41,000
I think it was a test.

614
00:23:41,000 --> 00:23:42,000
Yeah, I think so.

615
00:23:42,000 --> 00:23:43,000
This is one of those, uh, Gwen, do you notice anything amiss?

616
00:23:43,000 --> 00:23:44,000
Uh, literally.

617
00:23:44,000 --> 00:23:45,000
At the pool area here?

618
00:23:45,000 --> 00:23:46,000
Literally.

619
00:23:46,000 --> 00:23:47,000
So come to find out.

620
00:23:47,000 --> 00:23:52,800
One of my girls who typically works in the back office noticed our team needed help.

621
00:23:52,800 --> 00:23:53,800
So she jumped out.

622
00:23:53,800 --> 00:23:54,800
Okay.

623
00:23:54,800 --> 00:23:58,520
She had previous experience, so I've never had a concern with her before.

624
00:23:58,520 --> 00:23:59,680
She took the gamble.

625
00:23:59,680 --> 00:24:00,680
Woman came up.

626
00:24:00,680 --> 00:24:01,960
Again, resort area.

627
00:24:01,960 --> 00:24:04,520
This is something that people need to think about.

628
00:24:04,520 --> 00:24:05,520
Education moment.

629
00:24:05,520 --> 00:24:10,460
When you're checking in with your entire family and the front desk person says, is there anyone

630
00:24:10,460 --> 00:24:14,280
else you want to add to the reservation for security purposes?

631
00:24:14,280 --> 00:24:15,320
You say yes.

632
00:24:15,320 --> 00:24:19,800
And if you're making the decision that your wife or your husband or your 18 year old kid

633
00:24:19,800 --> 00:24:24,440
cannot be added to the reservation, you need to understand you're assuming sole responsibility

634
00:24:24,440 --> 00:24:25,440
for the room.

635
00:24:25,440 --> 00:24:26,800
You're not going to get a key.

636
00:24:26,800 --> 00:24:33,000
If you're in a meeting and your family's at the resort or your family's where damn bad,

637
00:24:33,000 --> 00:24:36,400
which results in chaos at the front desk, don't get me wrong.

638
00:24:36,400 --> 00:24:37,400
Just add the other person.

639
00:24:37,400 --> 00:24:38,400
Please.

640
00:24:38,400 --> 00:24:39,400
It takes three seconds.

641
00:24:39,400 --> 00:24:40,400
Please.

642
00:24:40,400 --> 00:24:41,400
You don't have to have an ID.

643
00:24:41,400 --> 00:24:45,080
In this situation, again, resort area, leisure guests, they don't always do that.

644
00:24:45,080 --> 00:24:46,080
They're like, oh, whatever.

645
00:24:46,080 --> 00:24:47,080
Nope.

646
00:24:47,080 --> 00:24:48,080
Just leave it under my name.

647
00:24:48,080 --> 00:24:50,640
Oh, my phone's on me all the time.

648
00:24:50,640 --> 00:24:52,200
I don't have to worry about it.

649
00:24:52,200 --> 00:24:53,200
We're going to be out and about.

650
00:24:53,200 --> 00:24:55,920
We're probably not going to be at the hotel much any day.

651
00:24:55,920 --> 00:24:57,200
We're all going to be together.

652
00:24:57,200 --> 00:24:58,880
Yes, 100%.

653
00:24:58,880 --> 00:25:02,520
So as a front desk agent, you're used to that spiel.

654
00:25:02,520 --> 00:25:06,720
So in this particular incident, the girl who works in the back decided to help out in the

655
00:25:06,720 --> 00:25:07,720
front.

656
00:25:07,720 --> 00:25:08,720
Wife comes up.

657
00:25:08,720 --> 00:25:10,320
I lost my key to my room.

658
00:25:10,320 --> 00:25:11,320
It's my husband's room.

659
00:25:11,320 --> 00:25:12,800
I need to get into the room.

660
00:25:12,800 --> 00:25:13,800
I have a meeting.

661
00:25:13,800 --> 00:25:14,800
I need my wallet.

662
00:25:14,800 --> 00:25:16,360
This sat in the other whatever she said.

663
00:25:16,360 --> 00:25:17,800
She obtained a key to the room.

664
00:25:17,800 --> 00:25:22,280
She walked in on her husband cheating, but no wallet and got a key.

665
00:25:22,280 --> 00:25:24,400
Damn security didn't escort her.

666
00:25:24,400 --> 00:25:25,400
Nobody escorted her.

667
00:25:25,400 --> 00:25:26,720
Nobody verified anything.

668
00:25:26,720 --> 00:25:27,720
No.

669
00:25:27,720 --> 00:25:28,720
Here you go.

670
00:25:28,720 --> 00:25:29,720
So what happened?

671
00:25:29,720 --> 00:25:31,600
She was on like the seventh, eighth floor.

672
00:25:31,600 --> 00:25:33,400
He as it were.

673
00:25:33,400 --> 00:25:38,960
She took everything within arm's reach and threw it off the balcony was which was directly

674
00:25:38,960 --> 00:25:41,560
above the pool was said cheater in the room.

675
00:25:41,560 --> 00:25:42,560
Yes.

676
00:25:42,560 --> 00:25:44,680
So we just watching this go down.

677
00:25:44,680 --> 00:25:45,680
He was caught.

678
00:25:45,680 --> 00:25:47,680
We're talking like literally caught in the moment.

679
00:25:47,680 --> 00:25:50,400
I don't go into those details.

680
00:25:50,400 --> 00:25:52,640
All I know is his hand in the cookie jar.

681
00:25:52,640 --> 00:25:59,040
All I know is that I know from the resident deviant.

682
00:25:59,040 --> 00:26:02,640
All I know is I had a guest at the pool deck holding her head.

683
00:26:02,640 --> 00:26:09,040
All I know is fell on another chick's head something fell on her head.

684
00:26:09,040 --> 00:26:11,920
I'm pulling bras out of the tree.

685
00:26:11,920 --> 00:26:14,160
There's luggage in the pool.

686
00:26:14,160 --> 00:26:16,760
So homegirl packed for an overnight stay.

687
00:26:16,760 --> 00:26:17,760
Somebody did.

688
00:26:17,760 --> 00:26:18,760
Lingerie.

689
00:26:18,760 --> 00:26:20,320
Somebody did.

690
00:26:20,320 --> 00:26:23,360
And all of that got tossed off the balcony.

691
00:26:23,360 --> 00:26:25,080
But was a girl on the pool deck.

692
00:26:25,080 --> 00:26:26,080
She was so chill.

693
00:26:26,080 --> 00:26:27,640
We're like, Hey, do you need medical attention?

694
00:26:27,640 --> 00:26:28,960
Do you want to go to the hospital?

695
00:26:28,960 --> 00:26:30,760
You know, just take an ice pack.

696
00:26:30,760 --> 00:26:31,760
She's like, I'm cool.

697
00:26:31,760 --> 00:26:36,360
She's like, I'm chilling and ice pack and I get to eat my popcorn watching this show.

698
00:26:36,360 --> 00:26:37,360
Literally.

699
00:26:37,360 --> 00:26:38,360
Why do you fish out lingerie?

700
00:26:38,360 --> 00:26:39,360
She's like, can I actually get a refill?

701
00:26:39,360 --> 00:26:40,360
She's like, I need a margarita.

702
00:26:40,360 --> 00:26:41,360
Bring me a bucket.

703
00:26:41,360 --> 00:26:42,360
Okay.

704
00:26:42,360 --> 00:26:47,360
Like that would have been great compensation.

705
00:26:47,360 --> 00:26:52,480
Like, I'm good, but I want margaritas comp for the rest of my stay.

706
00:26:52,480 --> 00:26:55,220
I would 100% take advantage of that.

707
00:26:55,220 --> 00:26:57,960
But that's one of those lessons that we learn.

708
00:26:57,960 --> 00:27:04,080
I would hope that our members and our listeners can learn is that we do it for your own safety

709
00:27:04,080 --> 00:27:06,080
and privacy and protection.

710
00:27:06,080 --> 00:27:07,080
Yeah.

711
00:27:07,080 --> 00:27:12,480
And if you had like a super common last name or anything, like imagine if you have the

712
00:27:12,480 --> 00:27:17,720
last name Smith and someone could be a thief just walks up to the front desk.

713
00:27:17,720 --> 00:27:19,600
I'm Joe Smith.

714
00:27:19,600 --> 00:27:24,160
This is blah, blah, blah, whatever gets a key and comes and robs you.

715
00:27:24,160 --> 00:27:26,560
There are so many instances where it's not like catching a cheater.

716
00:27:26,560 --> 00:27:28,160
I mean, good for that girl.

717
00:27:28,160 --> 00:27:30,320
I can't believe she got into the room.

718
00:27:30,320 --> 00:27:34,000
She shouldn't have gotten into the room, but good for her.

719
00:27:34,000 --> 00:27:38,840
I think I told the story about the, uh, there was a chain that I worked for where a, at

720
00:27:38,840 --> 00:27:45,300
best, probably a C-list celebrity, but a bodyguard that was traveling with him came to the front

721
00:27:45,300 --> 00:27:46,300
desk and got a key.

722
00:27:46,300 --> 00:27:50,200
Now this was not at a hotel that I was working at first and foremost, but he got a key.

723
00:27:50,200 --> 00:27:51,200
Yeah.

724
00:27:51,200 --> 00:27:53,120
This is, this went through the brand.

725
00:27:53,120 --> 00:27:56,760
Like we're being sued by this person because of this action.

726
00:27:56,760 --> 00:27:59,520
So said person went to the front desk.

727
00:27:59,520 --> 00:28:01,640
It was known that he was the bodyguard.

728
00:28:01,640 --> 00:28:04,120
It was known that they were all traveling together.

729
00:28:04,120 --> 00:28:05,120
So there was no question.

730
00:28:05,120 --> 00:28:09,160
And the key was issued, but his name was not on the account.

731
00:28:09,160 --> 00:28:14,400
So said bodyguard goes to C-list celebrities room because C-list celebrity is sleeping

732
00:28:14,400 --> 00:28:18,700
with someone that bodyguard would prefer to be sleeping with goes into the room and ends

733
00:28:18,700 --> 00:28:20,040
up whooping his ass.

734
00:28:20,040 --> 00:28:22,040
Oh, like full on beat down.

735
00:28:22,040 --> 00:28:23,040
Beat down.

736
00:28:23,040 --> 00:28:24,040
No, it was medical attention.

737
00:28:24,040 --> 00:28:25,040
Okay.

738
00:28:25,040 --> 00:28:27,120
Straight up hospitalization because said bodyguard.

739
00:28:27,120 --> 00:28:31,800
Bodyguard proved his resume by beating up that dude.

740
00:28:31,800 --> 00:28:34,080
No references required on that one.

741
00:28:34,080 --> 00:28:35,080
No.

742
00:28:35,080 --> 00:28:36,080
Yeah.

743
00:28:36,080 --> 00:28:38,320
So my last job, I beat this dude up and I got fired.

744
00:28:38,320 --> 00:28:41,200
Yeah, beat my boss.

745
00:28:41,200 --> 00:28:44,760
But at the end of the day, it was seemingly, I don't want to say acceptable, but it was

746
00:28:44,760 --> 00:28:46,080
known that they were traveling together.

747
00:28:46,080 --> 00:28:47,920
It was known that he was this guy's security.

748
00:28:47,920 --> 00:28:49,520
Front desk probably thought no big deal.

749
00:28:49,520 --> 00:28:50,520
It's his security.

750
00:28:50,520 --> 00:28:51,520
I'll give him a key.

751
00:28:51,520 --> 00:28:52,520
Yeah.

752
00:28:52,520 --> 00:28:55,760
So he's not included in a resume or in some sort of authorization capacity.

753
00:28:55,760 --> 00:28:59,000
Like if they're on the list of VIPs for that group.

754
00:28:59,000 --> 00:29:00,000
Yeah.

755
00:29:00,000 --> 00:29:03,000
Which a bodyguard, well, maybe not a VIP, but he's listed.

756
00:29:03,000 --> 00:29:04,960
He's listed as a point of contact for sure.

757
00:29:04,960 --> 00:29:05,960
Yep.

758
00:29:05,960 --> 00:29:08,720
So long story longer, this is the hill that I'm willing to die on.

759
00:29:08,720 --> 00:29:13,760
I would rather piss off 10 people than come into work one day with 10 cop cars and a corner

760
00:29:13,760 --> 00:29:15,160
wagon in my parking lot.

761
00:29:15,160 --> 00:29:22,320
Or just in like a stream of lingerie being thrown from a seventh or eighth flip.

762
00:29:22,320 --> 00:29:29,880
So while I would not want to deal with that, there is a certain amount of humor in that

763
00:29:29,880 --> 00:29:32,120
because that would be a pod worthy story.

764
00:29:32,120 --> 00:29:33,600
You know what I'm saying?

765
00:29:33,600 --> 00:29:34,600
It's material.

766
00:29:34,600 --> 00:29:35,600
It's research.

767
00:29:35,600 --> 00:29:39,040
But no one got seriously injured except for the free margarita girl.

768
00:29:39,040 --> 00:29:41,600
We don't know what happened when Home Slice got home.

769
00:29:41,600 --> 00:29:42,600
So we don't.

770
00:29:42,600 --> 00:29:43,600
We can only say.

771
00:29:43,600 --> 00:29:44,600
But at the property.

772
00:29:44,600 --> 00:29:48,080
We did have charges pressed against us.

773
00:29:48,080 --> 00:29:49,080
As you should.

774
00:29:49,080 --> 00:29:50,080
Zero percent surprised.

775
00:29:50,080 --> 00:29:51,080
100 percent.

776
00:29:51,080 --> 00:29:52,080
As you should.

777
00:29:52,080 --> 00:29:53,560
And I remember one of those where it was like.

778
00:29:53,560 --> 00:29:55,560
You just sit down with your checkbook and a pen.

779
00:29:55,560 --> 00:29:56,560
You take the L.

780
00:29:56,560 --> 00:29:58,480
And how many zeros would you like on your checks?

781
00:29:58,480 --> 00:29:59,480
Yeah.

782
00:29:59,480 --> 00:30:00,480
Where's the comma in that?

783
00:30:00,480 --> 00:30:01,480
Look at that.

784
00:30:01,480 --> 00:30:04,320
Living here in spirit.

785
00:30:04,320 --> 00:30:09,480
That was a hard one because I remember speaking with the associate about it and I was getting

786
00:30:09,480 --> 00:30:12,840
pressured for automatic term at rightfully so.

787
00:30:12,840 --> 00:30:14,840
I'm not going to argue that fact.

788
00:30:14,840 --> 00:30:18,820
And so when I was face to face with the associate, I'm like, here's what we're looking at.

789
00:30:18,820 --> 00:30:19,820
You get better.

790
00:30:19,820 --> 00:30:21,920
Give me a damn good reason.

791
00:30:21,920 --> 00:30:27,480
And that was her reason was why else wouldn't I assume she checked the ID?

792
00:30:27,480 --> 00:30:29,520
The address matched the address.

793
00:30:29,520 --> 00:30:30,760
This is the spouse.

794
00:30:30,760 --> 00:30:35,640
She verified the phone number because she was the spouse, verified the email because

795
00:30:35,640 --> 00:30:39,860
she was a spouse, knew the blueberry number because they were a spouse.

796
00:30:39,860 --> 00:30:46,440
So in that market, in that niche that we were dealing with 90 percent leisure at all times,

797
00:30:46,440 --> 00:30:50,920
dealing with toilet paper lady who throws stuff at my head or whatever.

798
00:30:50,920 --> 00:30:53,560
You take your best educated guess.

799
00:30:53,560 --> 00:31:00,480
If I were in that associate's shoes, 6 a.m. somebody screaming at you, no manager on duty

800
00:31:00,480 --> 00:31:03,440
in that area as well.

801
00:31:03,440 --> 00:31:06,960
I'd probably make the same mistake because I'm relating.

802
00:31:06,960 --> 00:31:11,640
I actually don't know where this area is, but I'm kind of relating it to my currently

803
00:31:11,640 --> 00:31:12,640
area.

804
00:31:12,640 --> 00:31:19,800
I understand why an associate would do something like that if they didn't have faith that they

805
00:31:19,800 --> 00:31:22,240
were doing what they've been taught to do.

806
00:31:22,240 --> 00:31:23,880
Very good point.

807
00:31:23,880 --> 00:31:24,880
Thank you for calling me out.

808
00:31:24,880 --> 00:31:31,400
No, there was a supervisor in the middle of said associate and you as a manager, right?

809
00:31:31,400 --> 00:31:32,960
Dang.

810
00:31:32,960 --> 00:31:37,560
I will no longer be hosting the podcast.

811
00:31:37,560 --> 00:31:39,520
So I came across an interesting situation.

812
00:31:39,520 --> 00:31:44,440
It was a general manager who was reaching out because he had a lot of fraud in his area,

813
00:31:44,440 --> 00:31:47,080
a lot of attention in his area.

814
00:31:47,080 --> 00:31:48,080
So he-

815
00:31:48,080 --> 00:31:50,080
Should be.

816
00:31:50,080 --> 00:31:52,080
I know.

817
00:31:52,080 --> 00:31:53,600
So much fraud.

818
00:31:53,600 --> 00:31:59,940
So he got a digital communication from the member stating, I'm not going to be there.

819
00:31:59,940 --> 00:32:01,440
My wife is going to be there.

820
00:32:01,440 --> 00:32:02,600
Please go ahead and check her in.

821
00:32:02,600 --> 00:32:08,160
So his spidey senses went off, said wife comes in.

822
00:32:08,160 --> 00:32:12,140
He gave some pushback, ended up checking in the wife.

823
00:32:12,140 --> 00:32:17,400
So his claim to us was that, A, I want to make sure that this isn't fraud because this

824
00:32:17,400 --> 00:32:19,160
is what we did.

825
00:32:19,160 --> 00:32:26,280
And B, our company needs to do a better job at explaining to our members that it is individual.

826
00:32:26,280 --> 00:32:27,480
So it was a two-parter.

827
00:32:27,480 --> 00:32:28,480
So I looked over the account.

828
00:32:28,480 --> 00:32:32,200
There was some stuff where I was a little questionable on.

829
00:32:32,200 --> 00:32:34,040
There were a few yellow flags.

830
00:32:34,040 --> 00:32:36,720
This is a little sus.

831
00:32:36,720 --> 00:32:44,720
But because he was a super shiny acai berry, I did escalate the circumstance because yes,

832
00:32:44,720 --> 00:32:47,880
technically there is some wrongdoing here.

833
00:32:47,880 --> 00:32:50,680
The spouse shouldn't be having access to the account.

834
00:32:50,680 --> 00:32:52,720
He's a loyal acai.

835
00:32:52,720 --> 00:32:53,720
And so-

836
00:32:53,720 --> 00:32:56,400
Which for our listeners, acai is higher than a blueberry.

837
00:32:56,400 --> 00:32:57,400
Yes, top level.

838
00:32:57,400 --> 00:32:58,400
Acai is the highest.

839
00:32:58,400 --> 00:32:59,400
Top, top, top, top berry.

840
00:32:59,400 --> 00:33:01,380
The shiniest of the berries.

841
00:33:01,380 --> 00:33:05,720
So I escalated it because I'm like, ah, it is warranted.

842
00:33:05,720 --> 00:33:09,240
I could send some communication regarding the circumstance.

843
00:33:09,240 --> 00:33:13,080
However, we want to make sure that we're not upsetting them either.

844
00:33:13,080 --> 00:33:14,080
Of course.

845
00:33:14,080 --> 00:33:15,720
You're a loyal acai berry.

846
00:33:15,720 --> 00:33:18,680
You don't want to piss them off if you're wrong.

847
00:33:18,680 --> 00:33:21,400
Well not even wrong because I wasn't wrong.

848
00:33:21,400 --> 00:33:23,920
Oh, go off, Gwen.

849
00:33:23,920 --> 00:33:24,920
Go off.

850
00:33:24,920 --> 00:33:26,400
I mean, it's black and white.

851
00:33:26,400 --> 00:33:30,120
So you escalated it to your boss?

852
00:33:30,120 --> 00:33:31,120
And their boss.

853
00:33:31,120 --> 00:33:32,120
Who?

854
00:33:32,120 --> 00:33:33,600
Well, because it's a valid thing.

855
00:33:33,600 --> 00:33:35,520
It's something that we discuss frequently.

856
00:33:35,520 --> 00:33:36,520
I like it.

857
00:33:36,520 --> 00:33:39,520
Especially when it comes to these quote unquote high value accounts.

858
00:33:39,520 --> 00:33:41,120
You always want to have a second opinion.

859
00:33:41,120 --> 00:33:42,120
Yes.

860
00:33:42,120 --> 00:33:44,880
If you're just making those judgment calls all the time.

861
00:33:44,880 --> 00:33:45,880
C-Y-A.

862
00:33:45,880 --> 00:33:46,880
That too.

863
00:33:46,880 --> 00:33:47,880
100%.

864
00:33:47,880 --> 00:33:48,880
Acai yo ass.

865
00:33:48,880 --> 00:33:49,880
You ever heard that one?

866
00:33:49,880 --> 00:33:50,880
Yes.

867
00:33:50,880 --> 00:33:51,880
Oh, OK.

868
00:33:51,880 --> 00:33:52,880
You didn't respond.

869
00:33:52,880 --> 00:33:54,640
So I was like, wait, is Bill lost?

870
00:33:54,640 --> 00:33:55,960
Because his blood is already boiling.

871
00:33:55,960 --> 00:33:57,580
He already knows.

872
00:33:57,580 --> 00:33:58,580
Your mind is already tinkering.

873
00:33:58,580 --> 00:33:59,580
Oh my god.

874
00:33:59,580 --> 00:34:05,040
I'm already chipping the name into my headstone and whatnot because I will die on this fucking

875
00:34:05,040 --> 00:34:06,040
hill.

876
00:34:06,040 --> 00:34:07,040
And I get it.

877
00:34:07,040 --> 00:34:13,080
So in short, we decided that based off of the information that was in front of us, and

878
00:34:13,080 --> 00:34:19,960
because he is the shiniest of acai berries, we kind of did a really quick cost analysis.

879
00:34:19,960 --> 00:34:21,040
What if we lose him?

880
00:34:21,040 --> 00:34:26,400
Not quite what if we lose him, but let's look at the past six to 12 months of activity.

881
00:34:26,400 --> 00:34:29,080
How much of it is his versus his spouse?

882
00:34:29,080 --> 00:34:30,080
Got it.

883
00:34:30,080 --> 00:34:34,600
And in this particular circumstance, majority ruled, leave it alone.

884
00:34:34,600 --> 00:34:35,600
Oh.

885
00:34:35,600 --> 00:34:40,480
So the amount of business he was bringing in versus what was being quote unquote gifted

886
00:34:40,480 --> 00:34:43,120
or what is being shared minus gifted.

887
00:34:43,120 --> 00:34:44,120
Right.

888
00:34:44,120 --> 00:34:45,120
Let's clap that.

889
00:34:45,120 --> 00:34:46,200
No, no, I get that.

890
00:34:46,200 --> 00:34:48,360
And I feel your face right now.

891
00:34:48,360 --> 00:34:54,520
100% because honestly, if you look at if you look at the guidelines that are in place,

892
00:34:54,520 --> 00:34:56,800
it is black and white for the property.

893
00:34:56,800 --> 00:34:58,760
However, we also try.

894
00:34:58,760 --> 00:35:00,040
So wait, let me get this straight.

895
00:35:00,040 --> 00:35:01,640
Was it the husband or the wife's account?

896
00:35:01,640 --> 00:35:02,640
Husband.

897
00:35:02,640 --> 00:35:11,000
Husband, but the majority of activity on the account was husband's and the wife had a stay

898
00:35:11,000 --> 00:35:12,480
a couple here and there.

899
00:35:12,480 --> 00:35:13,480
Yeah.

900
00:35:13,480 --> 00:35:15,800
In comparison, it was maybe 10 to 15%.

901
00:35:15,800 --> 00:35:19,520
10 to 15% was in her name was fraud in her name.

902
00:35:19,520 --> 00:35:24,040
So I guess technically it could be considered fraud because it's outside the policy, but

903
00:35:24,040 --> 00:35:27,360
it's not fraud because it's not someone he doesn't know.

904
00:35:27,360 --> 00:35:30,720
So what the basic lesson here is,

905
00:35:30,720 --> 00:35:36,000
this is such gray area with spouses and rewards accounts.

906
00:35:36,000 --> 00:35:38,480
No, it's not that it's gray.

907
00:35:38,480 --> 00:35:40,960
It's that they will buckle like a belt for the dollar.

908
00:35:40,960 --> 00:35:46,280
But see, this is the problem that I have though, is that like you hit on it creates the beast.

909
00:35:46,280 --> 00:35:47,280
Right.

910
00:35:47,280 --> 00:35:52,760
You hit the nail on the head though of what my gripe is with it is that it's your policy.

911
00:35:52,760 --> 00:35:58,800
I'm enforcing your policy and then you're throwing me under the bus for enforcing your

912
00:35:58,800 --> 00:35:59,800
policy.

913
00:35:59,800 --> 00:36:03,480
So that loops back to the whole conversation point of just a few minutes ago of if your

914
00:36:03,480 --> 00:36:08,480
employees know that you have your back, they're going to do what's right because they know

915
00:36:08,480 --> 00:36:11,520
you will back them up for your policy.

916
00:36:11,520 --> 00:36:16,760
I have no faith in the brand at this point because every time I turn around, I get stabbed

917
00:36:16,760 --> 00:36:17,760
in the back.

918
00:36:17,760 --> 00:36:19,680
When a corporate just says, it's okay.

919
00:36:19,680 --> 00:36:24,380
When a guest does something wrong and I call them out on it and they report it to the brand

920
00:36:24,380 --> 00:36:25,980
and then I get an email.

921
00:36:25,980 --> 00:36:31,920
And when I'm reading through the email and the guest is blatantly telling that person

922
00:36:31,920 --> 00:36:34,120
at corporate, I'm not there.

923
00:36:34,120 --> 00:36:35,680
I do this all the time.

924
00:36:35,680 --> 00:36:37,800
And I did blah, blah, blah, blah, blah.

925
00:36:37,800 --> 00:36:42,760
They're in violation of the terms and conditions and I'm the asshole.

926
00:36:42,760 --> 00:36:47,960
And the guest is telling that person at brand, they're doing things that are against the

927
00:36:47,960 --> 00:36:48,960
terms and conditions.

928
00:36:48,960 --> 00:36:50,200
But he was mean to me.

929
00:36:50,200 --> 00:36:51,200
Yeah.

930
00:36:51,200 --> 00:36:53,740
And then I'm the bad guy and they don't back me up.

931
00:36:53,740 --> 00:36:54,740
And that's really frustrating.

932
00:36:54,740 --> 00:37:00,120
And at some point, I understand why a lot of hotels just be like, okay, fine, do what

933
00:37:00,120 --> 00:37:02,120
you want to do because I'm not going to be supported.

934
00:37:02,120 --> 00:37:04,400
And they're inviting more of the problem.

935
00:37:04,400 --> 00:37:06,520
I think we're hitting on too many points tonight.

936
00:37:06,520 --> 00:37:08,000
But that's something that I think so.

937
00:37:08,000 --> 00:37:09,000
It's too much wine.

938
00:37:09,000 --> 00:37:10,000
Where's another bottle?

939
00:37:10,000 --> 00:37:11,000
No kidding.

940
00:37:11,000 --> 00:37:14,480
Sad to say you probably don't even know the half of it.

941
00:37:14,480 --> 00:37:17,640
I am absolutely certain I know less than half of it.

942
00:37:17,640 --> 00:37:20,560
Yeah, because my guess is like 30%.

943
00:37:20,560 --> 00:37:22,460
It's a game of banana phone.

944
00:37:22,460 --> 00:37:25,480
And by person 12, there's like three words.

945
00:37:25,480 --> 00:37:28,560
It's a completely different sentence or completely different message.

946
00:37:28,560 --> 00:37:30,560
It's a completely different everything.

947
00:37:30,560 --> 00:37:32,660
Well, that's what you're looking at.

948
00:37:32,660 --> 00:37:34,960
And that's why I have so much empathy for these properties.

949
00:37:34,960 --> 00:37:36,560
We see that again.

950
00:37:36,560 --> 00:37:41,080
That's what pisses me off is that I'm upholding your policy.

951
00:37:41,080 --> 00:37:45,680
In return for upholding your policy, I get stabbed in the back and the problem gets pushed

952
00:37:45,680 --> 00:37:48,980
back to me to make some sort of resolution of the property.

953
00:37:48,980 --> 00:37:51,760
But I'm being told only a fraction of the story.

954
00:37:51,760 --> 00:37:56,820
So you're asking me to make a decision on your policy based on a very small piece of

955
00:37:56,820 --> 00:37:59,120
information that may or may not even be accurate.

956
00:37:59,120 --> 00:38:00,120
What's being regurgitated.

957
00:38:00,120 --> 00:38:01,120
Right.

958
00:38:01,120 --> 00:38:02,120
Yeah.

959
00:38:02,120 --> 00:38:06,720
So again, how am I providing good service when I don't know the whole story?

960
00:38:06,720 --> 00:38:09,520
I'm being chastised for your policies.

961
00:38:09,520 --> 00:38:13,520
And look, I get it with, you know, staffing changes and all of that.

962
00:38:13,520 --> 00:38:14,520
I get it.

963
00:38:14,520 --> 00:38:16,260
But it's just not right.

964
00:38:16,260 --> 00:38:17,700
It's not fair.

965
00:38:17,700 --> 00:38:20,360
It puts us at such a disadvantage at the property level.

966
00:38:20,360 --> 00:38:22,080
It puts everybody at a disadvantage.

967
00:38:22,080 --> 00:38:26,560
Well, I think it's hardest to the ones who are face to face.

968
00:38:26,560 --> 00:38:33,120
It is the hardest, hardest to the front desk staff and hardest to the member, regardless

969
00:38:33,120 --> 00:38:36,200
of what they are saying to the front desk and corporate.

970
00:38:36,200 --> 00:38:38,540
Like those stories could be totally different.

971
00:38:38,540 --> 00:38:41,920
They could be times and corporate one thing and they could be telling the front desk,

972
00:38:41,920 --> 00:38:43,880
well, I heard this from corporate.

973
00:38:43,880 --> 00:38:47,800
Corporate told me this corporate told me you would give me this.

974
00:38:47,800 --> 00:38:51,640
And the front desk is just like what expected to just bend over and comply.

975
00:38:51,640 --> 00:38:52,640
Yes.

976
00:38:52,640 --> 00:38:53,640
No drink, no Vaseline.

977
00:38:53,640 --> 00:38:54,640
Just bend over, grab your ankles.

978
00:38:54,640 --> 00:38:59,640
I was going to say, do not pass go, do not collect $20.

979
00:38:59,640 --> 00:39:01,640
No kiss, no Vaseline.

980
00:39:01,640 --> 00:39:07,240
And pray that you just keep your job, keep your livelihood.

981
00:39:07,240 --> 00:39:12,120
Like the hotel put you in this position for a reason to uphold these policies.

982
00:39:12,120 --> 00:39:14,920
And the minute you do, they're like, oh, well, yeah.

983
00:39:14,920 --> 00:39:19,840
And I cannot even tell you how many times I have guests that threaten my employees that

984
00:39:19,840 --> 00:39:22,680
I'm calling your boss tomorrow and I'm going to have your job.

985
00:39:22,680 --> 00:39:23,680
Yeah.

986
00:39:23,680 --> 00:39:24,680
I'm going to get you fired.

987
00:39:24,680 --> 00:39:28,440
Well, you know, there's so many trashy managers out there.

988
00:39:28,440 --> 00:39:30,240
I would not pass some people.

989
00:39:30,240 --> 00:39:31,240
Oh, for sure.

990
00:39:31,240 --> 00:39:32,240
To me, that's an empty threat.

991
00:39:32,240 --> 00:39:33,240
Right.

992
00:39:33,240 --> 00:39:34,240
Like I got to the point.

993
00:39:34,240 --> 00:39:35,560
But that's to you.

994
00:39:35,560 --> 00:39:37,080
How many years in the industry?

995
00:39:37,080 --> 00:39:38,080
All together?

996
00:39:38,080 --> 00:39:39,080
Yeah.

997
00:39:39,080 --> 00:39:40,080
I like eight years.

998
00:39:40,080 --> 00:39:41,080
Okay.

999
00:39:41,080 --> 00:39:42,360
That's you with eight years of experience.

1000
00:39:42,360 --> 00:39:45,560
And you've got that new desk agent that's, you know, 20 years old.

1001
00:39:45,560 --> 00:39:48,880
This is like his or her first real job.

1002
00:39:48,880 --> 00:39:50,480
Or that's their career passion.

1003
00:39:50,480 --> 00:39:53,560
And somebody says to you, I'm going to have your job.

1004
00:39:53,560 --> 00:39:55,160
You freak the F out.

1005
00:39:55,160 --> 00:39:56,160
Right.

1006
00:39:56,160 --> 00:39:57,600
And that's also part of the job.

1007
00:39:57,600 --> 00:39:58,600
I'm sorry.

1008
00:39:58,600 --> 00:39:59,600
No, no, no.

1009
00:39:59,600 --> 00:40:03,080
It prepares you or warns you for that part of the job.

1010
00:40:03,080 --> 00:40:07,800
Even though with us having almost 60 years combined experience, we know it's part of

1011
00:40:07,800 --> 00:40:08,800
the job.

1012
00:40:08,800 --> 00:40:09,800
Yeah, totally.

1013
00:40:09,800 --> 00:40:10,800
No, I totally agree with you.

1014
00:40:10,800 --> 00:40:14,360
I have associates all the time and like he said he was going to get me in trouble.

1015
00:40:14,360 --> 00:40:17,040
I'm like, I don't give a who that is.

1016
00:40:17,040 --> 00:40:18,040
Yes.

1017
00:40:18,040 --> 00:40:20,000
And they don't know it because it's first circumstance.

1018
00:40:20,000 --> 00:40:24,200
I'm privileged that I get repeat customers who are members every single day.

1019
00:40:24,200 --> 00:40:28,840
I can kind of weave through before I actually hear the complaint of being like, okay, this

1020
00:40:28,840 --> 00:40:34,000
has weight to it or no, you're just the asshole that complains every other forking day.

1021
00:40:34,000 --> 00:40:35,000
Right.

1022
00:40:35,000 --> 00:40:36,680
His opinion doesn't mean anything to me.

1023
00:40:36,680 --> 00:40:38,680
I appreciate your hard work.

1024
00:40:38,680 --> 00:40:40,200
Let it go.

1025
00:40:40,200 --> 00:40:41,200
I try to let it go.

1026
00:40:41,200 --> 00:40:42,200
But it's hard.

1027
00:40:42,200 --> 00:40:43,200
Thank you.

1028
00:40:43,200 --> 00:40:44,200
So hard.

1029
00:40:44,200 --> 00:40:49,000
Well, it's doubly hard when I see that their behavior has such an intense negative impact

1030
00:40:49,000 --> 00:40:50,360
on somebody else.

1031
00:40:50,360 --> 00:40:51,640
That you care about.

1032
00:40:51,640 --> 00:40:52,640
Yeah.

1033
00:40:52,640 --> 00:40:56,120
This person is a part of my team and you are making a threat to that person.

1034
00:40:56,120 --> 00:40:57,120
Threaten me.

1035
00:40:57,120 --> 00:40:58,120
Yeah.

1036
00:40:58,120 --> 00:41:01,600
And it's like, I always tell my people, please do not do what I do because if I mess up,

1037
00:41:01,600 --> 00:41:03,120
I'm accountable to my boss.

1038
00:41:03,120 --> 00:41:05,120
If you mess up, you're accountable to me.

1039
00:41:05,120 --> 00:41:06,120
Correct.

1040
00:41:06,120 --> 00:41:08,280
So I'm telling you, you need to be professional.

1041
00:41:08,280 --> 00:41:10,200
You need to follow the steps, so on and so forth.

1042
00:41:10,200 --> 00:41:16,000
If I tell somebody something that you're shocked at, please do not repeat it to the next person.

1043
00:41:16,000 --> 00:41:18,000
Do as I say, not as I do.

1044
00:41:18,000 --> 00:41:19,000
Right.

1045
00:41:19,000 --> 00:41:21,440
But that's also a really hard lesson to learn.

1046
00:41:21,440 --> 00:41:22,440
It's really hard.

1047
00:41:22,440 --> 00:41:23,440
It's incredibly difficult.

1048
00:41:23,440 --> 00:41:26,280
To watch your manager just do something total opposite.

1049
00:41:26,280 --> 00:41:27,440
You're like, oh, that's hard.

1050
00:41:27,440 --> 00:41:28,440
Right.

1051
00:41:28,440 --> 00:41:31,840
But when somebody threatens one of my employees, I will go back to that person.

1052
00:41:31,840 --> 00:41:37,320
I mean, I've had people in the recent past that have made threats to me and my response

1053
00:41:37,320 --> 00:41:41,720
to them is, look, if you're going to take that stance with me, this conversation is

1054
00:41:41,720 --> 00:41:42,720
over.

1055
00:41:42,720 --> 00:41:43,720
I will not be threatened.

1056
00:41:43,720 --> 00:41:44,720
You will not blackmail me.

1057
00:41:44,720 --> 00:41:45,720
You need to leave.

1058
00:41:45,720 --> 00:41:48,720
And it's like, it drives me nuts when people are like, well, I'm going to call corporate

1059
00:41:48,720 --> 00:41:50,720
or I'm going to leave you negative reviews.

1060
00:41:50,720 --> 00:41:51,720
So you're threatening me.

1061
00:41:51,720 --> 00:41:52,720
Okay.

1062
00:41:52,720 --> 00:41:53,720
Yeah.

1063
00:41:53,720 --> 00:41:54,720
You're blackmailing me.

1064
00:41:54,720 --> 00:41:56,460
If you're going to stand here and blackmail me, this conversation is over.

1065
00:41:56,460 --> 00:41:57,720
You get nothing.

1066
00:41:57,720 --> 00:41:58,720
Congratulations.

1067
00:41:58,720 --> 00:41:59,720
You have lost.

1068
00:41:59,720 --> 00:42:04,400
Well, because you've already established you're going to send me a negative survey regardless.

1069
00:42:04,400 --> 00:42:07,000
Why would I try and even care about you?

1070
00:42:07,000 --> 00:42:11,240
I got a survey recently and I don't know if it was a male or a female, but the person

1071
00:42:11,240 --> 00:42:16,560
said at the end of it, I have already left you negative reviews everywhere.

1072
00:42:16,560 --> 00:42:17,560
I will never be back.

1073
00:42:17,560 --> 00:42:18,560
Okay.

1074
00:42:18,560 --> 00:42:19,560
Okay.

1075
00:42:19,560 --> 00:42:20,560
Great.

1076
00:42:20,560 --> 00:42:21,560
Am I going to try and make it right for you?

1077
00:42:21,560 --> 00:42:22,560
I'm not.

1078
00:42:22,560 --> 00:42:25,640
I'm going to put 100% of zero effort towards settling your issue.

1079
00:42:25,640 --> 00:42:26,640
Yeah.

1080
00:42:26,640 --> 00:42:28,160
I would just give them a pre-canned response.

1081
00:42:28,160 --> 00:42:29,160
Oh, I do.

1082
00:42:29,160 --> 00:42:30,160
Copy and paste, baby.

1083
00:42:30,160 --> 00:42:33,000
And I'm going to add in just a couple of pieces and send.

1084
00:42:33,000 --> 00:42:34,000
To make it more personalized.

1085
00:42:34,000 --> 00:42:35,000
Yeah.

1086
00:42:35,000 --> 00:42:36,000
Done.

1087
00:42:36,000 --> 00:42:37,560
I'm washing my hands of you.

1088
00:42:37,560 --> 00:42:41,880
A couple of episodes back, we were talking about surveys that don't make sense.

1089
00:42:41,880 --> 00:42:44,400
I had a guy that left me a survey recently.

1090
00:42:44,400 --> 00:42:47,520
Says to me in the survey, I had a fly in my room.

1091
00:42:47,520 --> 00:42:49,960
On a 10 scale, what do you think the survey was?

1092
00:42:49,960 --> 00:42:50,960
Okay.

1093
00:42:50,960 --> 00:42:51,960
On a 10 scale.

1094
00:42:51,960 --> 00:42:52,960
How long was the length of stay?

1095
00:42:52,960 --> 00:42:53,960
Two days.

1096
00:42:53,960 --> 00:42:55,020
Anything else in the survey?

1097
00:42:55,020 --> 00:42:59,820
As far as comments or as far as like responses, like answers to questions.

1098
00:42:59,820 --> 00:43:02,700
Anything you would be willing to share with the class?

1099
00:43:02,700 --> 00:43:05,600
What else did he provide in his comments?

1100
00:43:05,600 --> 00:43:09,580
Most of the questions that he answered were like sevens and eights.

1101
00:43:09,580 --> 00:43:10,580
Some of them were nines.

1102
00:43:10,580 --> 00:43:11,920
But the overall, the one that matters.

1103
00:43:11,920 --> 00:43:12,920
The one that matters is what we're talking about.

1104
00:43:12,920 --> 00:43:13,920
The one that matters.

1105
00:43:13,920 --> 00:43:16,320
Oh, you got a solid like four.

1106
00:43:16,320 --> 00:43:17,320
A six.

1107
00:43:17,320 --> 00:43:18,320
Oh.

1108
00:43:18,320 --> 00:43:20,600
Got a six out of 10 because there was a fly in his room.

1109
00:43:20,600 --> 00:43:21,600
Six out of 10.

1110
00:43:21,600 --> 00:43:22,600
What's the passing score?

1111
00:43:22,600 --> 00:43:23,600
A nine.

1112
00:43:23,600 --> 00:43:24,600
Thank you.

1113
00:43:24,600 --> 00:43:25,600
Yeah.

1114
00:43:25,600 --> 00:43:26,600
I'm sorry.

1115
00:43:26,600 --> 00:43:30,260
We didn't provide said fly on your arrival.

1116
00:43:30,260 --> 00:43:31,640
You could have opened your balcony.

1117
00:43:31,640 --> 00:43:32,640
Balcony?

1118
00:43:32,640 --> 00:43:33,640
Front door.

1119
00:43:33,640 --> 00:43:34,640
Sliding door?

1120
00:43:34,640 --> 00:43:35,640
Whatever it may be.

1121
00:43:35,640 --> 00:43:36,640
Yeah.

1122
00:43:36,640 --> 00:43:38,640
So I don't control the fly colonies.

1123
00:43:38,640 --> 00:43:39,640
No.

1124
00:43:39,640 --> 00:43:41,640
We try our best, but we don't.

1125
00:43:41,640 --> 00:43:46,980
But I get a six out of 10 for the fact that at some point during your two days, you opened

1126
00:43:46,980 --> 00:43:49,240
your door and a fly got in.

1127
00:43:49,240 --> 00:43:50,760
You had one fly in your room.

1128
00:43:50,760 --> 00:43:51,760
And it died in the window.

1129
00:43:51,760 --> 00:43:53,600
So most likely, yes.

1130
00:43:53,600 --> 00:44:00,160
It was probably half dead anyway when it entered said room because it was starving and you

1131
00:44:00,160 --> 00:44:01,520
it flew slow.

1132
00:44:01,520 --> 00:44:02,900
So you could have killed it.

1133
00:44:02,900 --> 00:44:08,960
For our listeners, if you had a good stay, despite maybe a fly being in your room.

1134
00:44:08,960 --> 00:44:10,560
It's not a six out of 10.

1135
00:44:10,560 --> 00:44:17,240
Despite, you know, one little spider creepy crawly crawling across the desk, despite your

1136
00:44:17,240 --> 00:44:24,040
hand soap being crooked, despite them forgetting a makeup towel, despite another thousand things,

1137
00:44:24,040 --> 00:44:25,440
the hotel probably deserves a nine.

1138
00:44:25,440 --> 00:44:31,840
I was going to say, I think that kind of calls back to Linda's episode.

1139
00:44:31,840 --> 00:44:32,840
With pest control.

1140
00:44:32,840 --> 00:44:38,040
But what I received from that and that I think a lot of our members and our guests need to

1141
00:44:38,040 --> 00:44:43,160
understand is that there are some things that are in and out of the hotel's control.

1142
00:44:43,160 --> 00:44:44,160
We literally cannot.

1143
00:44:44,160 --> 00:44:47,520
Oh, I thought you were talking about like bugs going in and out.

1144
00:44:47,520 --> 00:44:50,240
No, that we can't control.

1145
00:44:50,240 --> 00:44:52,000
Yeah, we try.

1146
00:44:52,000 --> 00:44:55,000
We try our absolute best.

1147
00:44:55,000 --> 00:44:57,120
Are you really going to complain about a fly?

1148
00:44:57,120 --> 00:44:58,120
Apparently, yes.

1149
00:44:58,120 --> 00:45:00,280
Like I shared this story with you.

1150
00:45:00,280 --> 00:45:01,800
I traveled for work.

1151
00:45:01,800 --> 00:45:08,440
I think it was about a year ago now and it was a hotel and a decent area.

1152
00:45:08,440 --> 00:45:09,440
I chose the hotel.

1153
00:45:09,440 --> 00:45:10,840
Again, I chose the hotel.

1154
00:45:10,840 --> 00:45:11,840
You picked it.

1155
00:45:11,840 --> 00:45:12,960
I picked it.

1156
00:45:12,960 --> 00:45:14,320
You could read the reviews.

1157
00:45:14,320 --> 00:45:15,920
You could look at photos.

1158
00:45:15,920 --> 00:45:17,160
And I did.

1159
00:45:17,160 --> 00:45:20,360
You probably knew someone that worked there in the past or had.

1160
00:45:20,360 --> 00:45:21,800
No, I wish I did.

1161
00:45:21,800 --> 00:45:24,800
You don't think you had second or third degree correlation with this hotel?

1162
00:45:24,800 --> 00:45:26,680
No, because this was out of state.

1163
00:45:26,680 --> 00:45:27,680
Okay.

1164
00:45:27,680 --> 00:45:28,680
But brand.

1165
00:45:28,680 --> 00:45:29,680
Oh yeah.

1166
00:45:29,680 --> 00:45:30,680
100% brand.

1167
00:45:30,680 --> 00:45:32,480
Oh, sure, sure, sure.

1168
00:45:32,480 --> 00:45:41,240
But when I arrived and I checked in, there was a petrified friend in the curtains.

1169
00:45:41,240 --> 00:45:44,120
There was blackout and there were the shears behind it.

1170
00:45:44,120 --> 00:45:46,120
Our friend was embedded in the shears.

1171
00:45:46,120 --> 00:45:47,120
He was trapped?

1172
00:45:47,120 --> 00:45:48,120
Yeah, he was there.

1173
00:45:48,120 --> 00:45:49,120
I gave him a name.

1174
00:45:49,120 --> 00:45:53,000
I gave his name Alfred, but you know what?

1175
00:45:53,000 --> 00:45:54,000
He wasn't hurting me.

1176
00:45:54,000 --> 00:45:55,440
I had a funeral for him.

1177
00:45:55,440 --> 00:45:57,840
Aided by the tiny bull man.

1178
00:45:57,840 --> 00:46:03,560
He wasn't hurting me, but also there is a perspective as an associate receiving.

1179
00:46:03,560 --> 00:46:06,560
Like how many people looked at this room and missed it?

1180
00:46:06,560 --> 00:46:07,600
Yeah, exactly.

1181
00:46:07,600 --> 00:46:13,160
But also on the receiving end of checking in as an employee, we don't always reserve

1182
00:46:13,160 --> 00:46:16,640
the same rights as our normal members.

1183
00:46:16,640 --> 00:46:17,640
True.

1184
00:46:17,640 --> 00:46:18,640
But for me-

1185
00:46:18,640 --> 00:46:21,600
You're giving the hotel the grace it deserves.

1186
00:46:21,600 --> 00:46:24,840
Well also I have worked in hotels.

1187
00:46:24,840 --> 00:46:26,760
The people in that room are humans.

1188
00:46:26,760 --> 00:46:28,360
We do make mistakes.

1189
00:46:28,360 --> 00:46:32,200
Yeah, but what about when the employee that's checking in is a blueberry?

1190
00:46:32,200 --> 00:46:34,360
Are you calling me a blueberry right now?

1191
00:46:34,360 --> 00:46:36,360
No, I wasn't calling you a blueberry.

1192
00:46:36,360 --> 00:46:38,160
Not in this instance.

1193
00:46:38,160 --> 00:46:39,160
Not right now.

1194
00:46:39,160 --> 00:46:44,480
But I have plenty of employees that check in that have status and they like to flaunt-

1195
00:46:44,480 --> 00:46:45,920
And they're entitled blueberries?

1196
00:46:45,920 --> 00:46:47,800
They like to flaunt the fact that they're a blueberry.

1197
00:46:47,800 --> 00:46:48,800
Oh, it's so bad sometimes.

1198
00:46:48,800 --> 00:46:49,800
Oh my God.

1199
00:46:49,800 --> 00:46:55,720
It's like, HomeSliced, you are traveling on a very, very deeply discounted rate.

1200
00:46:55,720 --> 00:46:57,400
Privileged rate.

1201
00:46:57,400 --> 00:46:58,880
Incredibly so.

1202
00:46:58,880 --> 00:47:00,560
Sorry, I'm baffled.

1203
00:47:00,560 --> 00:47:03,560
Rates that are a fraction of what your cell phone bill is.

1204
00:47:03,560 --> 00:47:04,560
Yeah, true.

1205
00:47:04,560 --> 00:47:09,240
And they throw the entitlement of, but I'm a blackberry, I'm a raspberry, I'm a this,

1206
00:47:09,240 --> 00:47:10,240
I'm a that.

1207
00:47:10,240 --> 00:47:13,400
No, you're an employee and your behavior is reportable.

1208
00:47:13,400 --> 00:47:17,480
And this is a privilege for you to stay in this hotel for this rate.

1209
00:47:17,480 --> 00:47:18,480
Yes.

1210
00:47:18,480 --> 00:47:19,480
But that's what-

1211
00:47:19,480 --> 00:47:26,560
It's a privilege because in my hotel, it is not branded, it is independently owned.

1212
00:47:26,560 --> 00:47:30,320
I do not have rights to stay at that hotel.

1213
00:47:30,320 --> 00:47:34,080
I am forbidden to actually stay on property.

1214
00:47:34,080 --> 00:47:35,080
Right.

1215
00:47:35,080 --> 00:47:37,080
As you should be.

1216
00:47:37,080 --> 00:47:38,080
As I should.

1217
00:47:38,080 --> 00:47:45,160
So when I am lucky enough to say have friends in the industry for other brands of hotels

1218
00:47:45,160 --> 00:47:50,720
and I'm lucky enough to stay at a discount, I am so fork and thankful.

1219
00:47:50,720 --> 00:47:55,920
I mean, Ms. B has said it a thousand times, I am the ideal guest.

1220
00:47:55,920 --> 00:48:01,860
And I hope our listeners learn something and take something away from these conversations

1221
00:48:01,860 --> 00:48:04,040
on how to be an ideal guest.

1222
00:48:04,040 --> 00:48:05,240
We are there for you.

1223
00:48:05,240 --> 00:48:11,640
We are providing a roof over your head, a bed for you to sleep in, but we are human.

1224
00:48:11,640 --> 00:48:12,960
We make mistakes.

1225
00:48:12,960 --> 00:48:16,880
And if those little mistakes, if you could just give a little bit of grace, it would

1226
00:48:16,880 --> 00:48:21,000
mean the world to us and say thank you and just be kind.

1227
00:48:21,000 --> 00:48:23,520
And if you have an issue, just communicate it.

1228
00:48:23,520 --> 00:48:26,040
We are there to help you and to make it right.

1229
00:48:26,040 --> 00:48:32,680
Yeah, but the mentality of grace is only one directional in a lot of guests view.

1230
00:48:32,680 --> 00:48:34,040
Yes.

1231
00:48:34,040 --> 00:48:36,040
I am going to interject though.

1232
00:48:36,040 --> 00:48:37,040
Please.

1233
00:48:37,040 --> 00:48:42,840
Because not just speaking for our night auditors, because you have a very beautiful night auditor.

1234
00:48:42,840 --> 00:48:44,320
You do.

1235
00:48:44,320 --> 00:48:45,880
Everyone out there, you do.

1236
00:48:45,880 --> 00:48:47,400
No, Bill does.

1237
00:48:47,400 --> 00:48:48,400
Bill does specifically?

1238
00:48:48,400 --> 00:48:49,400
Yes.

1239
00:48:49,400 --> 00:48:50,400
I've got good night auditors.

1240
00:48:50,400 --> 00:48:51,400
Amazing night auditors.

1241
00:48:51,400 --> 00:48:55,680
I have some really good ones in my past as well.

1242
00:48:55,680 --> 00:48:59,440
Night auditor is a very special breed of person.

1243
00:48:59,440 --> 00:49:04,800
Not to say that that can't carry over into daytime team, AM, PM, but there's something

1244
00:49:04,800 --> 00:49:05,800
about hospitality.

1245
00:49:05,800 --> 00:49:08,240
Something special about the night shift.

1246
00:49:08,240 --> 00:49:09,680
That's their identity.

1247
00:49:09,680 --> 00:49:10,840
That's their home.

1248
00:49:10,840 --> 00:49:17,120
And they have a sense of ownership over the entire hotel.

1249
00:49:17,120 --> 00:49:21,000
They walk in, there might be other people working in that time that they clock in, they

1250
00:49:21,000 --> 00:49:22,440
do their pass on.

1251
00:49:22,440 --> 00:49:30,000
Those people leave and they are left literally alone in control of the entire property.

1252
00:49:30,000 --> 00:49:31,000
Yes.

1253
00:49:31,000 --> 00:49:33,640
Emergencies, non-emergencies.

1254
00:49:33,640 --> 00:49:38,560
Somebody's drunk, somebody's disorderly, somebody called the cops.

1255
00:49:38,560 --> 00:49:41,000
Engineering issue, it's them.

1256
00:49:41,000 --> 00:49:42,000
Yes.

1257
00:49:42,000 --> 00:49:47,000
At one point I worked at a resort that was 550 rooms and on the overnight there were

1258
00:49:47,000 --> 00:49:50,520
like I think it was 14 people for the entire property.

1259
00:49:50,520 --> 00:49:52,080
They were probably so close.

1260
00:49:52,080 --> 00:49:56,360
I know for a fact that there were two night auditors, there were two security, there were

1261
00:49:56,360 --> 00:49:58,560
a half a dozen house men because we would...

1262
00:49:58,560 --> 00:49:59,560
Random crap.

1263
00:49:59,560 --> 00:50:03,960
Well, we would have to power wash the pool decks and the sidewalks and all that kind

1264
00:50:03,960 --> 00:50:04,960
of stuff.

1265
00:50:04,960 --> 00:50:08,180
But yeah, there was a little over a dozen people on property.

1266
00:50:08,180 --> 00:50:12,880
For a hotel that employed 430 I think it was at their peak.

1267
00:50:12,880 --> 00:50:14,760
That group was so bonded.

1268
00:50:14,760 --> 00:50:15,760
So bonded.

1269
00:50:15,760 --> 00:50:19,520
They take so much pride in their product.

1270
00:50:19,520 --> 00:50:23,360
I find night auditors to have the best hospitality.

1271
00:50:23,360 --> 00:50:29,160
Don't get me wrong, when you get face to face with them sometimes, day versus night, you're

1272
00:50:29,160 --> 00:50:30,160
like, all right, you're kind of...

1273
00:50:30,160 --> 00:50:31,160
For sure.

1274
00:50:31,160 --> 00:50:33,320
You're a little weird.

1275
00:50:33,320 --> 00:50:38,320
But when you actually see them in their element, they are so prideful.

1276
00:50:38,320 --> 00:50:39,600
They're so joyous.

1277
00:50:39,600 --> 00:50:43,400
I've had night auditors walk off the desk and be like, let me escort you to your room.

1278
00:50:43,400 --> 00:50:48,440
I'm like, you can't leave the desk unattended, but I appreciate your hospitality.

1279
00:50:48,440 --> 00:50:50,920
Like good job, but take a step back.

1280
00:50:50,920 --> 00:50:51,920
Exactly.

1281
00:50:51,920 --> 00:50:52,920
I don't know.

1282
00:50:52,920 --> 00:50:57,000
I would kindly digress because I've had some wieners.

1283
00:50:57,000 --> 00:50:58,000
Probably.

1284
00:50:58,000 --> 00:50:59,000
Probably.

1285
00:50:59,000 --> 00:51:03,520
The very first hotel I ever worked at, one of the night auditors, this dude would lose

1286
00:51:03,520 --> 00:51:05,560
his ish every single night.

1287
00:51:05,560 --> 00:51:07,280
At the time I was a bellman.

1288
00:51:07,280 --> 00:51:09,280
I'm working until 1130 at night.

1289
00:51:09,280 --> 00:51:10,280
It was a bellman.

1290
00:51:10,280 --> 00:51:12,640
I think that's how you started, right?

1291
00:51:12,640 --> 00:51:13,640
Yeah.

1292
00:51:13,640 --> 00:51:14,760
It was my first hotel job.

1293
00:51:14,760 --> 00:51:15,760
I would hear this guy...

1294
00:51:15,760 --> 00:51:20,280
Can you think a cute little bell is a bellman escorting you to your room with a luggage

1295
00:51:20,280 --> 00:51:21,280
car?

1296
00:51:21,280 --> 00:51:22,440
It was in the tropics too.

1297
00:51:22,440 --> 00:51:24,760
So shorts instead of having to wear pants.

1298
00:51:24,760 --> 00:51:26,360
Oh, that's right.

1299
00:51:26,360 --> 00:51:30,680
These days the bellman, so a lot of times guests would be like, I'm so sorry.

1300
00:51:30,680 --> 00:51:31,680
You were great.

1301
00:51:31,680 --> 00:51:32,680
I don't have cash.

1302
00:51:32,680 --> 00:51:35,280
Bellman would literally be like, I have Venmo.

1303
00:51:35,280 --> 00:51:36,280
Yes.

1304
00:51:36,280 --> 00:51:37,280
I have cell.

1305
00:51:37,280 --> 00:51:39,640
I've had so many associates do that.

1306
00:51:39,640 --> 00:51:41,200
Don't even get me started.

1307
00:51:41,200 --> 00:51:42,200
Anyway.

1308
00:51:42,200 --> 00:51:43,200
Sorry.

1309
00:51:43,200 --> 00:51:47,080
So this guy, so I would be wrapping up the shift and putting everything away, cleaning

1310
00:51:47,080 --> 00:51:48,080
the cars, whatever.

1311
00:51:48,080 --> 00:51:52,800
I would look back because I would hear somebody screaming and there would be the night auditor

1312
00:51:52,800 --> 00:51:58,520
would have his death grip on the edge of the desk, just losing his shit because he's so

1313
00:51:58,520 --> 00:51:59,520
frustrated.

1314
00:51:59,520 --> 00:52:01,160
And then I would catch him in the back drinking little...

1315
00:52:01,160 --> 00:52:02,160
Little nibs.

1316
00:52:02,160 --> 00:52:05,160
Are they nips or nibs?

1317
00:52:05,160 --> 00:52:06,160
I don't know.

1318
00:52:06,160 --> 00:52:07,160
Whatever it was, but slamming...

1319
00:52:07,160 --> 00:52:08,160
Shooters?

1320
00:52:08,160 --> 00:52:09,160
Yeah.

1321
00:52:09,160 --> 00:52:13,760
Slamming a pair of tequila shooters at 11 o'clock at night so he could get himself on an even

1322
00:52:13,760 --> 00:52:14,760
keel to get through his shift.

1323
00:52:14,760 --> 00:52:15,760
No.

1324
00:52:15,760 --> 00:52:16,760
That's not how you...

1325
00:52:16,760 --> 00:52:17,760
It's a nip.

1326
00:52:17,760 --> 00:52:18,760
N-I-P.

1327
00:52:18,760 --> 00:52:19,760
Okay.

1328
00:52:19,760 --> 00:52:20,760
Perfect.

1329
00:52:20,760 --> 00:52:21,760
Nip.

1330
00:52:21,760 --> 00:52:22,760
Research department.

1331
00:52:22,760 --> 00:52:25,560
I would do with those to get himself righted to get through the shift.

1332
00:52:25,560 --> 00:52:28,560
Please don't do that stuff.

1333
00:52:28,560 --> 00:52:32,400
The times that I wish we actually had video.

1334
00:52:32,400 --> 00:52:33,400
Sorry.

1335
00:52:33,400 --> 00:52:36,440
We just had to give Bill a visual on nip versus nib.

1336
00:52:36,440 --> 00:52:38,680
And they're actually nips.

1337
00:52:38,680 --> 00:52:40,960
And I'm a happier person.

1338
00:52:40,960 --> 00:52:45,440
So anyway, I just kindly disagree that all night auditors are great people.

1339
00:52:45,440 --> 00:52:47,800
I did not say all.

1340
00:52:47,800 --> 00:52:48,800
We got the receipts.

1341
00:52:48,800 --> 00:52:49,800
We'll rewind the tape.

1342
00:52:49,800 --> 00:52:50,800
That's fine.

1343
00:52:50,800 --> 00:52:51,800
Yeah, yeah, yeah.

1344
00:52:51,800 --> 00:52:52,800
I'm just going to...

1345
00:52:52,800 --> 00:52:53,800
All right.

1346
00:52:53,800 --> 00:52:55,280
So enough of the tangents.

1347
00:52:55,280 --> 00:52:56,440
Yeah, enough.

1348
00:52:56,440 --> 00:52:58,200
I think we are done for the night.

1349
00:52:58,200 --> 00:52:59,440
We are capped out.

1350
00:52:59,440 --> 00:53:01,240
I am tapping out.

1351
00:53:01,240 --> 00:53:02,240
Sorry.

1352
00:53:02,240 --> 00:53:06,880
I think that spring break has been a little bit more on me than I thought.

1353
00:53:06,880 --> 00:53:07,880
So I'm a little fired up.

1354
00:53:07,880 --> 00:53:08,880
So...

1355
00:53:08,880 --> 00:53:09,880
Well.

1356
00:53:09,880 --> 00:53:10,880
Are you?

1357
00:53:10,880 --> 00:53:11,880
Miss B...

1358
00:53:11,880 --> 00:53:12,880
Just a little bit.

1359
00:53:12,880 --> 00:53:13,880
Miss B isn't here to help.

1360
00:53:13,880 --> 00:53:14,880
Well, you know what?

1361
00:53:14,880 --> 00:53:15,880
Usually...

1362
00:53:15,880 --> 00:53:16,880
No.

1363
00:53:16,880 --> 00:53:17,880
Miss B would just be firing him up more.

1364
00:53:17,880 --> 00:53:21,880
She would be pumping the lighter fluid right into the raging barbecue.

1365
00:53:21,880 --> 00:53:22,880
And this is why we need her.

1366
00:53:22,880 --> 00:53:23,880
Cackling the entire time.

1367
00:53:23,880 --> 00:53:24,880
No, no.

1368
00:53:24,880 --> 00:53:27,080
We would have been here all night until sunrise.

1369
00:53:27,080 --> 00:53:31,440
But in her defense, she would be carrying the other half of my grudge.

1370
00:53:31,440 --> 00:53:32,440
She would.

1371
00:53:32,440 --> 00:53:33,440
She would.

1372
00:53:33,440 --> 00:53:34,440
You don't have the grudge for me.

1373
00:53:34,440 --> 00:53:35,440
I'm sorry.

1374
00:53:35,440 --> 00:53:36,440
Versus us defending.

1375
00:53:36,440 --> 00:53:37,440
Yeah.

1376
00:53:37,440 --> 00:53:39,440
Toxic positivity on two sides of the table.

1377
00:53:39,440 --> 00:53:40,440
Sorry.

1378
00:53:40,440 --> 00:53:41,440
Ugh.

1379
00:53:41,440 --> 00:53:42,440
So...

1380
00:53:42,440 --> 00:53:43,440
Waa, wa, wa.

1381
00:53:43,440 --> 00:53:44,440
I know.

1382
00:53:44,440 --> 00:53:45,440
But look, it's the yin-yang thing, right?

1383
00:53:45,440 --> 00:53:49,560
You can wine with... not wine as in drinking, but wine.

1384
00:53:49,560 --> 00:53:50,560
Waa, wa.

1385
00:53:50,560 --> 00:53:53,160
We've been whining quite a bit this evening.

1386
00:53:53,160 --> 00:53:56,080
But you can wine with Miss B in another two weeks.

1387
00:53:56,080 --> 00:53:57,080
How about that?

1388
00:53:57,080 --> 00:53:58,080
Fair enough.

1389
00:53:58,080 --> 00:54:04,600
And our listeners, make sure to follow us wherever you are on social media, TikTok,

1390
00:54:04,600 --> 00:54:05,600
Instagram.

1391
00:54:05,600 --> 00:54:06,600
LinkedIn.

1392
00:54:06,600 --> 00:54:07,600
I know.

1393
00:54:07,600 --> 00:54:08,600
LinkedIn is humming along.

1394
00:54:08,600 --> 00:54:15,360
So if you came from LinkedIn, could you please shoot us a DM or go to our website at TFB.com?

1395
00:54:15,360 --> 00:54:18,320
Scroll all the way down to contact us.

1396
00:54:18,320 --> 00:54:19,920
Leave us a little message.

1397
00:54:19,920 --> 00:54:21,720
We want to know where you're listening from.

1398
00:54:21,720 --> 00:54:23,760
We want to hear your story.

1399
00:54:23,760 --> 00:54:28,600
And if I can make a request, and that is that if you enjoy the podcast, which I sincerely

1400
00:54:28,600 --> 00:54:32,800
hope you do, we are not sponsored, but we are looking for a little bit of support.

1401
00:54:32,800 --> 00:54:38,920
So if you enjoy the pod, please hit subscribe and send a link of the favorite episode to

1402
00:54:38,920 --> 00:54:41,360
a friend that happens to be in the service industry.

1403
00:54:41,360 --> 00:54:42,360
So yeah.

1404
00:54:42,360 --> 00:54:43,720
Share, share, share.

1405
00:54:43,720 --> 00:54:45,120
Like, subscribe.

1406
00:54:45,120 --> 00:54:46,120
Leave a review.

1407
00:54:46,120 --> 00:54:47,120
We would love it.

1408
00:54:47,120 --> 00:54:49,520
So on that note, we will see you in two weeks.

1409
00:54:49,520 --> 00:54:50,520
Thank you guys.

1410
00:54:50,520 --> 00:54:51,520
We love you all.

1411
00:54:51,520 --> 00:54:52,520
Thank you for being here.

1412
00:54:52,520 --> 00:55:15,400
Thank you for listening.