April 9, 2013
Dear Honey Run Friends,
As the proprietor of this beautiful inn, I have the distinct honor and duty to read each and every comment, suggestion, and email that is sent to us. Not coming from a hospitality background, this task was overwhelming early on in my tenure. While we receive thousands of incredible stories, praise, and sincere thanks for all we do, there are also a few that we clearly failed to deliver our signature Honey Run experience during their visit. These can range from helpful suggestions to downright vulgar and malicious verbal attacks on my team and me. It is always the failure that I latch onto and if two out of a thousand are disappointed I allow those two to have more weight than all of the praise. Why? I think it is because I am a perfectionist and I know the effort that is put forth to provide the perfect experience that causes me frustration. All of our guests deserve the perfect experience and it pains me when we do not achieve this goal. But we march on. Marge Stock, our founder, always says “to look at a complaint as a compliment. Only God is perfect, and you will mess up, but you must use these failings to correct the problem and grow”. Her wisdom is not lost in me. So, as I read the daily emails and track the notes left behind with our team, I look for common themes of areas for improvement. I gather the “praises” and see the common denominator so I can duplicate our successes and continue providing and creating the services that our guests enjoy. I personally respond to emails that warrant a response and my team of Directors and I review all of the information weekly in our Director meeting.
Marge is right, your suggestions are compliments. Silence is the only indicator that a guest does not care enough to extend the energy to share their pleasure or displeasure with us. We are continuing to grow and cultivate our culture within our team members to see this gift that you share. My promise to you is that if you do care enough to share with us your experience, we will honor and respect you with the promise of not only reading your thoughts, but also in discussing them internally and looking for a proper response. Our success is solely a result of you. If we deliver our mission to create and provide a first-class, loving, and memorable experience for each of you, then we are living into our purpose and serving you as you honor us with your time and presence.
I look forward to serving you soon during your next visit,