I'm writing this from my desk at my house as it POURS snow.

We had around 90 check-ins coming into this weekend and the Smokies is currently getting hammered with snow. 

As we wrap up January, I’m reflecting today on what we accomplished in the first month of the year. I spent a significant amount of the month reviewing plans, and goals, and focusing on growing our business in scale and operational excellence.

One of the main things we did this month was signing a significant amount of new homeowners to Haven. Pretty awesome. People are recognizing the brand and they like what we're doing. That obviously took a lot of bandwidth. 

However, one other thing stood out. 

We had 2 weekends with inclement weather. Currently we are experiencing number 2. 

I am getting to “sit back and watch” our team handle this with precision and care. They have been operating like a cohesive unit providing excellent customer service and helping people in difficult situations.

When bad weather hits, (especially snow) people get stuck. They need to cancel their vacations, and they want refunds.

It’s not as easy as saying yes or no to every single request. There are so many factors we have to take into account. 

Years of training and repetitions providing excellent service has compounded. I’m watching our team make the “right” choices. They are doing what's best for guests and keeping the owners property and investment in mind as well.

Pretty cool to see.

I’m not just writing this to brag on my team. I’m writing it because I think I’m excited to see Haven grow and I’m confident we can provide exceptional service at scale. 

If you’re managing properties in inclement weather or bad situations, the best course of action is to serve people first. Taking care of people compounds.