Sitting on a Delta flight from Vegas back home (finally!) to Indianapolis via Cincinnati…

…and, it occurred to me that the hotel where we stayed may not know why we chose them from all of the myraid of available properties in this economy in Vegas.

It was Colin.

When I lived there, Colin always parked my car. He remembered my wife’s name and mine without fail. He always took great care of us — but, more importantly — he always seemed to care about us.

When Sheri’s health was failing, he would always go out of his way to assist her — and when he learned she had passed, he wiped tears from his eyes.

So…how could I stay anywhere else?

It was great to see him yesterday and get caught up on each others’ lives.

But, what I’m wondering now is — after all that the now-bankrupt Station Casinos have spent on remodeling and promoting their Green Valley Ranch property — if they know the real difference there is Colin?

I’m not certain they do. It’s easier to remodel a restaurant or casino than manage the staff. Which is why so many with beautiful decor are struggling. The servers inside will fill your glass, but empty your spirit.

When a staff member doesn’t want to be there, the customer won’t desire to be, either.

Thanks again, Colin, for reminding me that customer loyalty is driven by personal connections.

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