It's 12:00 midnight, pouring with rain and blowing a gale outside and the guest who had indicated that they would be arriving at 9:00pm still hasn't turned up!
Worse still is that they are traveling from overseas and have not given us a contact number. So we don't know where they are or if they need assistance.
Finally headlights in the driveway and we rush out to greet them, umbrella unfurled and wind snapping at our heels. How we deal with the guests from this point on can make or break their holiday and perhaps our reputation.
As part of our business day we constantly remind ourselves that our guests are in holiday mode ... perhaps the destination is not as important as the journey.
It's too easy for us to become annoyed at being inconvenienced but the reality is there is no harm done.
It's amazing how often when we show a little kindness, patience and consideration to our guests that it re-pays us in dividends ... great reviews and more importantly referrals.