Alan: I have faith that in five years we will be right where we need to be. I don’t try to force where I believe we should be in five years. I think the owners and the consumers drive where we’re going to be five years from now. As long as we’re open-minded—willing to adapt and change—I think we’ll still be providing that exceptional service, meeting guest’s expectations, and growing our owner base.
Because we’re doing it differently. We’re doing it with integrity, we’re doing it with honesty, and we make mistakes, and, when we make mistakes, I’ve always shared with all of our managers that we own our mistakes. We share that we made a mistake, and then we fix it. But we try not to hide our mistakes and say, “we didn’t do this.” We own it, and then we change so that we don’t ever do that again.
Mistakes happen when you’ve done something twice. There’s a process where we learn a lesson, when something goes differently than we expected or wanted it to. We have an opportunity to improve on that. If it happens to us a second time, it’s a mistake. But, ideally, we put in place procedures that ensure we’ve adapted to that new information, or that new expectation from the owners and the guests. These are people that allow us to have them come back again and again, and trust us with their property. It’s a big deal. I mean, these properties today are worth anywhere from $500,000 to a million plus dollars, and they’re not here. They need somebody they can trust to take care of their property; and we want to be that company.