WEBVTT

NOTE
This file was generated by Descript 

00:00:00.940 --> 00:00:02.490
It's the CasaCast.

00:00:02.580 --> 00:00:03.415
We've got Orange Credo.

00:00:03.415 --> 00:00:04.350
The CasaCast.

00:00:05.600 --> 00:00:07.110
Our company's neat o.

00:00:07.510 --> 00:00:08.310
The CasaCast.

00:00:08.560 --> 00:00:09.270
Created by CasaGo.

00:00:11.540 --> 00:00:12.580
It's time for the show.

00:00:12.610 --> 00:00:12.799
Let's go!

00:00:15.539 --> 00:00:18.869
I'm Steve Schwab here today with
Jason and Manuel from Orlando.

00:00:19.480 --> 00:00:25.110
We're in Austin at the IMN conference
just finishing up for 2023.

00:00:25.919 --> 00:00:28.660
And we're going to talk about
the four takeaways that we got

00:00:28.730 --> 00:00:30.560
from the I'm in conference guys.

00:00:30.560 --> 00:00:31.210
Welcome to the show.

00:00:31.670 --> 00:00:33.330
Thank you very much for having us.

00:00:33.809 --> 00:00:36.760
So Orlando came on about a year ago.

00:00:36.760 --> 00:00:39.749
Now we met for the first time.

00:00:40.095 --> 00:00:47.875
In July, and then we started conversations
and we were all signed up in November.

00:00:48.085 --> 00:00:49.945
Okay, so we met about a year ago.

00:00:49.975 --> 00:00:50.904
Yeah, we met about a year ago.

00:00:50.905 --> 00:00:54.175
And then signed up probably about
seven, eight months ago now.

00:00:54.225 --> 00:00:54.515
Alright.

00:00:54.515 --> 00:00:55.754
So, it's been such a pleasure.

00:00:55.754 --> 00:00:59.515
And then, Jason, you
actually live in Phoenix.

00:00:59.735 --> 00:01:03.405
Yes, actually, I work with
Manuel and Costco Orlando.

00:01:03.405 --> 00:01:06.485
Actually, I started back in
February when they launched a

00:01:06.485 --> 00:01:08.394
Costco brand on the website.

00:01:08.394 --> 00:01:10.255
So, yeah, it's been great so far.

00:01:10.335 --> 00:01:12.124
And you've got a little bit
of back history with that.

00:01:12.124 --> 00:01:14.034
You used to work with
Carlos and Sagri, right?

00:01:14.624 --> 00:01:15.274
Yeah, yeah.

00:01:16.004 --> 00:01:18.064
Actually, I had some
Rocky Point background.

00:01:18.064 --> 00:01:22.414
I did some online bookings many years
ago for some condos down in Rocky Point.

00:01:22.785 --> 00:01:23.725
Yeah, pretty cool.

00:01:24.324 --> 00:01:26.815
We're gonna start off with just going
right down the list here at IMN.

00:01:26.815 --> 00:01:29.934
And Manuel, for number one,
you said homeowner centric.

00:01:30.375 --> 00:01:33.465
is making the difference,
comparing us to others.

00:01:33.625 --> 00:01:34.134
What do you mean by that?

00:01:34.135 --> 00:01:38.575
I don't know, it was really interesting to
me along these couple of days that we were

00:01:38.575 --> 00:01:43.465
here in Austin, meeting a lot of different
people, a lot of different operators,

00:01:43.915 --> 00:01:48.724
people in tech and everything, and within
the situation that the industry is going

00:01:48.725 --> 00:01:50.585
through, that this is not a booming year.

00:01:51.125 --> 00:01:57.865
Most of the conversations were all around
just experience, guests, how to run

00:01:58.345 --> 00:02:04.175
Airbnb, how to run Verbal, how to run
Everything, but except the homeowner.

00:02:05.024 --> 00:02:08.294
And, uh, to me that was my key takeaway.

00:02:08.785 --> 00:02:13.445
Because if we are owner centric,
we have the full foundation of

00:02:13.445 --> 00:02:15.075
our business in our pockets.

00:02:15.285 --> 00:02:15.524
Yeah.

00:02:15.674 --> 00:02:18.975
Because we are the only one thinking
about the person that is giving us

00:02:19.474 --> 00:02:23.165
all this business, letting us stay
here, letting us come to Austin,

00:02:23.685 --> 00:02:24.835
and nobody talks about them.

00:02:24.965 --> 00:02:25.315
No?

00:02:25.865 --> 00:02:28.615
To me, that was my main takeaway.

00:02:28.785 --> 00:02:31.775
Because we need to keep doing
what we are doing in this sense.

00:02:32.785 --> 00:02:37.055
Yeah, I was really proud when you
talked about a homeowner acquisition

00:02:37.435 --> 00:02:40.504
up on stage, and you said that the
difference was being a homeowner centric.

00:02:40.915 --> 00:02:43.985
I saw a lot of people kind of scratch
their head, and I thought, you know what?

00:02:44.015 --> 00:02:44.455
Good.

00:02:44.505 --> 00:02:45.515
Let them scratch their head.

00:02:45.515 --> 00:02:47.335
Let us be the ones to focus on homeowners.

00:02:47.345 --> 00:02:48.324
It was really a proud moment.

00:02:48.435 --> 00:02:50.424
You did a great job up
there on stage, by the way.

00:02:51.695 --> 00:02:54.635
So I'm gonna go to Jason now
and Jason for number two.

00:02:54.635 --> 00:02:58.385
You said the customer experience
was one of your big takeaways.

00:02:59.055 --> 00:03:02.225
Yeah, I'll elaborate on
that a little bit coming in.

00:03:02.234 --> 00:03:04.265
This is my first STR conference.

00:03:04.275 --> 00:03:09.044
So being in the industry since about
February come from a hotel background.

00:03:09.044 --> 00:03:11.269
So customer experience is pretty big.

00:03:11.740 --> 00:03:13.190
pretty much settled in my heart.

00:03:13.200 --> 00:03:19.660
So I guess my initial expectations
was to Manuel's point, more owner

00:03:20.110 --> 00:03:23.530
centric, more owner acquisition style.

00:03:23.709 --> 00:03:28.469
And they really focused a lot on the
customer experience, ways to grow that

00:03:28.760 --> 00:03:31.339
in relation to getting five star reviews.

00:03:31.339 --> 00:03:35.150
So things like that really helped
me because that's what I'm My role

00:03:35.230 --> 00:03:39.280
with Costco Orlando is, is to really
bring that and drive that customer

00:03:39.280 --> 00:03:41.460
experience home to our guests, so.

00:03:41.540 --> 00:03:44.829
What were some of the things
about customer experience that was

00:03:44.829 --> 00:03:48.950
discussed here that maybe some of
our teammates could benefit from?

00:03:49.050 --> 00:03:53.280
A lot of it focused around how
to use technology AI to build

00:03:53.280 --> 00:03:54.640
out that guest experience.

00:03:54.930 --> 00:03:57.750
A lot of this was panel
discussion, so it was a lot of

00:03:57.900 --> 00:04:00.110
really good takeaway information.

00:04:00.120 --> 00:04:00.930
But I would say.

00:04:01.150 --> 00:04:07.210
The one that stood to me was the guest
experience can be about five senses.

00:04:07.570 --> 00:04:08.750
That's what I heard today.

00:04:08.750 --> 00:04:10.410
It was kind of interesting to me.

00:04:10.480 --> 00:04:13.110
So touch, smell, feel, things like that.

00:04:13.410 --> 00:04:17.829
In the first five minutes of your
journey or your check in to the home,

00:04:18.209 --> 00:04:21.940
this particular individual, I can't
recall the company that he represented.

00:04:22.400 --> 00:04:26.719
But he says, you know, we have chocolates
or sweets available to the scents,

00:04:26.760 --> 00:04:29.380
the aromatherapies, things like that.

00:04:29.390 --> 00:04:36.169
So if, if we can hit on different senses
as we check in the guests, that's going to

00:04:36.169 --> 00:04:38.549
elevate that customer or guest experience.

00:04:38.969 --> 00:04:39.459
I like that.

00:04:39.499 --> 00:04:40.650
That's a, that's a great idea.

00:04:41.249 --> 00:04:45.270
I was told once that 80 percent
of a guest's opinion of their stay

00:04:45.309 --> 00:04:46.710
happens in the first 15 minutes.

00:04:47.165 --> 00:04:47.575
Yes.

00:04:47.685 --> 00:04:49.705
And  that's always something
to be thinking about.

00:04:49.835 --> 00:04:54.065
It's that first 5 minutes, 5,
10 minutes, 15 is, is crucial.

00:04:54.195 --> 00:04:54.455
Yeah.

00:04:54.565 --> 00:04:57.025
How you're going to elevate
that guest experience.

00:04:57.054 --> 00:05:00.425
And in the back turn is what
we all want is a 5 star review.

00:05:00.615 --> 00:05:00.905
Yeah.

00:05:01.015 --> 00:05:03.864
I was reading a book on the
psychology of tourism recently.

00:05:03.935 --> 00:05:08.885
And it talks about how guests
can have a heightened awareness

00:05:08.895 --> 00:05:10.085
of threats around them.

00:05:10.595 --> 00:05:15.214
And anything you can do to calm their
nervous system being in a new place.

00:05:15.640 --> 00:05:18.880
Like maybe chocolates or something
that makes them feel welcome will

00:05:18.880 --> 00:05:22.320
actually soothe their nervous system
to say, okay I'm in a friendly place

00:05:22.320 --> 00:05:25.629
and suddenly you're getting those five
star reviews and a friendly Yes Instead

00:05:25.629 --> 00:05:29.559
of somebody who feels a little shaken
or paranoid or worried that things

00:05:29.559 --> 00:05:30.820
are gonna go like they should right?

00:05:30.960 --> 00:05:31.669
Exactly.

00:05:32.120 --> 00:05:35.560
We don't know how that customer or
that guest has been received at the

00:05:35.560 --> 00:05:40.390
house or Vacation rental what their
journey was before they got there.

00:05:40.440 --> 00:05:42.705
Yeah, it's it's a It's,
uh, it's a key factor.

00:05:42.715 --> 00:05:43.025
Yeah.

00:05:43.075 --> 00:05:45.265
A bad flight, kids crying,
whatever that might be.

00:05:45.705 --> 00:05:48.175
Yeah, things that we just
don't think of from day to day.

00:05:48.195 --> 00:05:50.765
So, Manuel, I'm going to go back to you.

00:05:50.845 --> 00:05:54.225
And for number three, you
said the holistic view is what

00:05:54.225 --> 00:05:55.774
creates a sustainable future.

00:05:56.165 --> 00:05:56.625
? Correct.

00:05:56.754 --> 00:06:01.405
All the conference went over through
the difficult times that we are having,

00:06:01.455 --> 00:06:05.195
especially this year, because we
are coming from a boom, not because

00:06:05.225 --> 00:06:08.625
we are in a recession, nothing
like that, but with the supply.

00:06:08.965 --> 00:06:12.105
And the demand issue
that we are experiencing.

00:06:12.914 --> 00:06:17.164
I see that the ones that we are, that we
have a bright future are the ones that

00:06:17.335 --> 00:06:18.984
have a holistic view to the business.

00:06:18.995 --> 00:06:23.924
That we are taking care of every piece of
the business and making sure we create an

00:06:23.924 --> 00:06:26.944
organization that is ready for the future.

00:06:27.045 --> 00:06:31.155
Not only to pick up a
couple of good years, no?

00:06:31.155 --> 00:06:36.375
At the end, the ones that we figure
out how to do that holistic view,

00:06:37.200 --> 00:06:42.170
Are the ones that we will be here for
many, many years and I'm concentrating

00:06:42.719 --> 00:06:47.440
at the centralized industry that
needs better experiences, that needs

00:06:47.980 --> 00:06:50.650
better transparency, better quality.

00:06:51.150 --> 00:06:54.970
I think the ones that we have
a real organization, good

00:06:55.020 --> 00:06:56.380
people in our organizations.

00:06:56.960 --> 00:06:59.000
are the ones that will
succeed for the future.

00:06:59.230 --> 00:07:05.250
Yeah, that depth of leadership, depth of
system service and culture really is what

00:07:05.290 --> 00:07:07.420
makes a company sustainable, isn't it?

00:07:07.660 --> 00:07:10.150
And I think what you just
said is super important.

00:07:10.440 --> 00:07:10.900
Culture.

00:07:11.020 --> 00:07:12.430
And see what I have in front of me.

00:07:12.500 --> 00:07:14.599
I have my Orange Standard, my credit.

00:07:15.079 --> 00:07:19.840
And since the day we started to do
our Orange meetings inside Orlando,

00:07:20.100 --> 00:07:24.840
you can see a full change on the,
on the environment of the people.

00:07:25.250 --> 00:07:26.240
We were not meeting.

00:07:26.615 --> 00:07:32.225
Every week, you know, before, with all
this work from home, everyone was going

00:07:32.225 --> 00:07:33.775
to the house that they needed to go.

00:07:34.285 --> 00:07:35.834
There were frictions in the business.

00:07:35.945 --> 00:07:40.954
And now, after six, seven months of
implementing the Orange Meetings, you

00:07:40.954 --> 00:07:42.554
can see a change in the organization.

00:07:42.565 --> 00:07:47.275
You see how they get together,
all the team happy, everybody

00:07:47.275 --> 00:07:48.725
looking for the same values.

00:07:48.825 --> 00:07:51.085
So culture is really, really important.

00:07:51.085 --> 00:07:54.520
And you just build this,
Thinking that it's only going

00:07:54.720 --> 00:07:55.940
to receive a guest to a house.

00:07:55.990 --> 00:07:58.910
No, you need to be culture
and that's not easy.

00:07:59.050 --> 00:08:04.319
That takes a lot of time,
effort and dedication.

00:08:04.510 --> 00:08:10.419
Yeah, to Manuel's point, starting in
February into not knowing the backstory on

00:08:10.419 --> 00:08:15.320
a lot of his operational dealings, going
back to the orange meetings, we have two.

00:08:15.740 --> 00:08:16.420
per week.

00:08:16.909 --> 00:08:21.560
So what Manuel didn't allude to, we
have a virtual team that's located

00:08:21.560 --> 00:08:23.700
in Mexico as well as Bolivia.

00:08:24.070 --> 00:08:25.769
So we're kind of spread
out including myself.

00:08:26.210 --> 00:08:29.859
So we have our virtual Orange
meeting that we have weekly.

00:08:30.129 --> 00:08:34.399
And I also had the privilege of
when I go on site to Orlando that

00:08:34.399 --> 00:08:35.579
they have their in person meeting.

00:08:35.579 --> 00:08:39.559
So I've had a chance to have
both sides kind of looking in.

00:08:40.015 --> 00:08:45.775
And it's been just a great addition to see
that that is becoming in elevating really

00:08:45.805 --> 00:08:47.865
the operations for the for the company.

00:08:48.115 --> 00:08:49.165
I love that right now.

00:08:49.194 --> 00:08:53.144
There is a lot of people with
the challenge that they know the

00:08:53.144 --> 00:08:55.004
vision and the mission by memory.

00:08:55.555 --> 00:08:58.615
Now we have met like half of the
team that they know vision and

00:08:58.615 --> 00:09:00.974
mission by memory and everyone.

00:09:01.234 --> 00:09:01.994
You are next.

00:09:02.285 --> 00:09:02.875
You are next.

00:09:03.234 --> 00:09:03.865
You are next.

00:09:04.175 --> 00:09:07.885
So you see how this changes
completely the conversation.

00:09:08.410 --> 00:09:08.920
I'd love that.

00:09:08.930 --> 00:09:11.819
And for those who are listening,
they can't see me smiling really

00:09:11.819 --> 00:09:15.780
big right now, but, uh, such joy to
hear how, like how this is working.

00:09:15.790 --> 00:09:19.600
And yeah, , that consistency of
explaining what the expectations are

00:09:19.600 --> 00:09:24.099
and the principles and what we're
trying to achieve is  what creates the

00:09:24.099 --> 00:09:25.320
culture to put on a piece of paper.

00:09:25.320 --> 00:09:27.159
If nobody ever sees it has no value.

00:09:27.160 --> 00:09:29.790
The fact that you guys are out there
on a consistent base, practicing

00:09:29.790 --> 00:09:31.850
it, talking about it, explaining it.

00:09:32.214 --> 00:09:35.885
It builds a culture, it builds
a common language, it builds a

00:09:36.035 --> 00:09:40.015
common discussion points on problem
solving, and builds trust over time.

00:09:40.425 --> 00:09:41.035
Builds trust.

00:09:41.084 --> 00:09:41.665
Really cool.

00:09:42.535 --> 00:09:44.885
So for number four,
Jason, coming back to you.

00:09:45.414 --> 00:09:47.584
You said the breakout
rooms had the most value.

00:09:48.189 --> 00:09:53.080
Yes, again, this being my first
STR conference, you know, I

00:09:53.090 --> 00:09:54.960
didn't know what to really expect.

00:09:55.040 --> 00:09:58.810
It was going to be more owner
centric, more panel based, which it

00:09:58.810 --> 00:10:00.539
seemed to have a really good flow.

00:10:00.730 --> 00:10:03.449
So today there was breakout sessions.

00:10:03.689 --> 00:10:07.840
And I attended the channel manager
session, which I thought was really good.

00:10:08.210 --> 00:10:13.230
I wasn't really sure what to expect when I
went in, but it was interesting to see the

00:10:13.230 --> 00:10:17.849
different perspectives from the different
systems that, uh, operators weren't

00:10:17.880 --> 00:10:20.229
using streamline being one of them.

00:10:20.479 --> 00:10:22.559
So it was great to see also.

00:10:22.980 --> 00:10:29.320
The fact that certain issues with
amenities different API connections.

00:10:29.780 --> 00:10:33.810
I saw a lot of head scratching in the
room like it's a little frustrating.

00:10:33.839 --> 00:10:34.509
But what I did.

00:10:35.050 --> 00:10:40.470
feel comfort in is the use of streamline
in that instance has been very seamless

00:10:40.480 --> 00:10:45.180
for us in regards to onboarding new
properties and things like that.

00:10:45.180 --> 00:10:51.620
So it was nice to see everyone's take on
the different systems, but also to know

00:10:51.620 --> 00:10:55.860
that it was, it's something that's a
very solid product that we stand behind.

00:10:55.939 --> 00:10:56.250
Yeah.

00:10:56.400 --> 00:10:58.650
I mean, it's always great to
have that affirmation, isn't it?

00:10:58.650 --> 00:10:59.090
Yes.

00:10:59.329 --> 00:11:04.025
And you mentioned that you thought that
The breakout rooms or the mastermind

00:11:04.115 --> 00:11:08.935
roundtable style interaction brought
something a lot more practical and

00:11:08.935 --> 00:11:10.885
tactical as opposed to strategic.

00:11:11.634 --> 00:11:13.104
And you thought that was a lot of value.

00:11:13.245 --> 00:11:13.955
Absolutely.

00:11:13.964 --> 00:11:15.795
That was going to be my second part there.

00:11:15.815 --> 00:11:20.444
Not only was the property management
systems and channel management piece

00:11:20.444 --> 00:11:27.025
good, it was a lot 10 minutes over from
the session time because there was a lot

00:11:27.025 --> 00:11:29.585
of interaction best practices being told.

00:11:30.140 --> 00:11:34.860
It was just a lot of back and forth
with operators that were in the room.

00:11:34.880 --> 00:11:38.920
So, I felt that that was very beneficial
because education and training is

00:11:39.430 --> 00:11:41.989
an ongoing mission for all of us.

00:11:41.989 --> 00:11:46.380
So, it was comforting to see the
questions from a lot of folks out there.

00:11:47.190 --> 00:11:50.809
Yeah, people come from many
different backgrounds, big,

00:11:50.809 --> 00:11:52.929
small, medium sized companies.

00:11:52.929 --> 00:11:58.815
And it was a perfect time, these small
breakouts, to to come with the questions

00:11:58.825 --> 00:12:00.355
that we had since the beginning.

00:12:00.355 --> 00:12:03.785
Because sometimes when you're only in the
big meeting room, in the big ballroom,

00:12:04.115 --> 00:12:06.794
just here, but you never get answers, no?

00:12:07.135 --> 00:12:13.275
I think this type of conferences
need more small meeting rooms where

00:12:13.335 --> 00:12:18.165
you can actually solve your small
issue that you have at home, no?

00:12:18.695 --> 00:12:22.225
Sometimes you have more
experienced people that can help

00:12:22.235 --> 00:12:24.445
you in the small meeting room.

00:12:24.715 --> 00:12:24.955
Yeah.

00:12:25.555 --> 00:12:30.564
I feel like when you go to those panels,
often it's all very high level strategy

00:12:30.574 --> 00:12:37.064
style, very broad sweeping statements,
. And I'm a believer that solving a bunch

00:12:37.064 --> 00:12:43.245
of small issues, the 1 percent changes,
it builds up the operational change.

00:12:43.885 --> 00:12:47.104
That really makes a difference in our
companies, in our own personal lives,

00:12:47.125 --> 00:12:51.084
, as we're operating  and the experience
for our homeowners and for our guests,

00:12:51.104 --> 00:12:54.254
, it all creates a better environment
as we can fix those small problems.

00:12:54.534 --> 00:12:59.484
One of the other discussions in the
room was about markups for OTHL.

00:12:59.684 --> 00:13:02.434
And it was interesting to
see there was what probably.

00:13:02.844 --> 00:13:04.414
20 people in the room, maybe?

00:13:04.814 --> 00:13:10.414
And there was a vast majority of different
ways people would leverage different,

00:13:10.474 --> 00:13:15.045
strategies between their standard rates,
rate parities, and things like that.

00:13:15.075 --> 00:13:19.635
So, just another example of how those
were leveraged, because it really

00:13:19.635 --> 00:13:23.285
just opens your eyes and say, hey,
everyone's got these types of scenarios.

00:13:23.285 --> 00:13:24.455
They have questions about them.

00:13:24.455 --> 00:13:25.605
Are they doing the right thing?

00:13:26.105 --> 00:13:28.975
And if so, they're there
giving their best practices.

00:13:29.005 --> 00:13:29.795
So, yeah, down.

00:13:30.230 --> 00:13:31.490
a high amount of value with that.

00:13:31.740 --> 00:13:33.460
. So guys, I'm going to ask
you one last question.

00:13:33.840 --> 00:13:35.030
I'm going to start with you, Manuel.

00:13:35.040 --> 00:13:37.660
What is your favorite
letter in the Orange Credo?

00:13:38.390 --> 00:13:40.520
My favorite letter in the Orange Credo?

00:13:41.100 --> 00:13:47.330
I will need to go with the O because
I'm a lover of the, of the owner, but

00:13:47.640 --> 00:13:50.940
I'm going to put it aside this time
because Something that was completely

00:13:50.940 --> 00:13:53.700
new to me, it was N, nurture.

00:13:54.240 --> 00:13:57.310
This didn't come to my mind
before coming to Casago.

00:13:57.469 --> 00:14:01.800
And I'm a person who comes from
administration, finance, all the

00:14:01.800 --> 00:14:06.019
business side, never in front of a
customer, never in front of a homeowner.

00:14:06.019 --> 00:14:10.970
But to me, it was like a clear
change in my mindset that We

00:14:10.970 --> 00:14:12.320
need to nurture our people.

00:14:12.630 --> 00:14:13.890
We need to be in touch with them.

00:14:13.900 --> 00:14:17.310
We need to really take care of our
people, but I mean, uh, owners,

00:14:17.400 --> 00:14:19.000
renters, and employees, no?

00:14:19.000 --> 00:14:23.799
So, and to me, it's a game
changer, personally, since

00:14:23.800 --> 00:14:25.860
I came to the organization.

00:14:26.070 --> 00:14:26.559
I love that.

00:14:26.880 --> 00:14:27.770
I think that's wonderful.

00:14:28.399 --> 00:14:29.560
So, what about you?

00:14:30.210 --> 00:14:31.280
I'm gonna go with A.

00:14:31.580 --> 00:14:31.910
Okay.

00:14:32.820 --> 00:14:34.360
The letter A for anticipate.

00:14:34.740 --> 00:14:38.340
Not, uh, following Manuel's path,
I've been in the hospitality

00:14:38.340 --> 00:14:39.779
industry for quite a few years.

00:14:40.095 --> 00:14:40.955
20 plus years.

00:14:40.955 --> 00:14:47.185
So the anticipation of needs for both the
guest and the ownership in this instance,

00:14:47.535 --> 00:14:49.445
which is a newer model for myself.

00:14:49.915 --> 00:14:54.085
But anticipation of needs,
I think, really rings true.

00:14:54.085 --> 00:14:58.004
And that brings up in my mind,
the true nature of hospitality.

00:14:58.375 --> 00:15:02.365
It's really just getting in front
of customers needs and wants.

00:15:02.445 --> 00:15:02.675
Yeah.

00:15:02.675 --> 00:15:04.290
So Yeah, I, I love that.

00:15:04.320 --> 00:15:08.340
I would say that the property
manager is measured by the

00:15:08.340 --> 00:15:09.870
events that didn't happen, right?

00:15:09.870 --> 00:15:13.330
When you're anticipating the needs of a
clean property, a safe property, these

00:15:13.340 --> 00:15:18.090
sort of things, all these non events are
the measure of your success often, right?

00:15:18.090 --> 00:15:18.860
That we don't get to see.

00:15:19.360 --> 00:15:22.009
I'm going to give my takeaway,
if that's okay with you guys.

00:15:22.049 --> 00:15:22.639
Absolutely.

00:15:22.680 --> 00:15:25.670
My takeaway was actually sitting
at a table with Brian Bird.

00:15:25.680 --> 00:15:31.050
He is the founder of Adaptive And we were
having this really good conversation about

00:15:31.070 --> 00:15:32.820
Adaptive and what it can do for Costco.

00:15:32.970 --> 00:15:34.990
com and, you know, the
cool things it's doing.

00:15:35.730 --> 00:15:40.070
And he said something that has had me
thinking about it ever since he said it.

00:15:40.130 --> 00:15:47.889
He said, A level work with C level
communication is C level work.

00:15:48.640 --> 00:15:52.630
And man, I just love that because, like,
often we do a whole bunch of really

00:15:52.630 --> 00:15:56.100
great work and we don't communicate it
well to the guests or the homeowner.

00:15:56.820 --> 00:16:00.030
And they're like, well, I didn't even
know, or the value goes away and you

00:16:00.030 --> 00:16:03.570
didn't communicate well with them, even
though you're working hard or on revenue

00:16:03.570 --> 00:16:07.959
management or reservations or operations,
whatever it might be, and they don't know.

00:16:08.379 --> 00:16:13.219
And so you ended up with C
level work, Marks, because you

00:16:13.219 --> 00:16:16.930
had C level communication, even
though you did the A level work.

00:16:16.940 --> 00:16:20.790
And I just thought that was a fantastic
saying and a mantra to think about.

00:16:21.135 --> 00:16:22.215
For sure as I go forward.

00:16:22.395 --> 00:16:23.685
So something I should be thinking about.

00:16:24.225 --> 00:16:26.535
Gentlemen, I really
appreciate you guys coming on.

00:16:26.565 --> 00:16:29.535
It was such a great time here with
you and we'll be doing it again.

00:16:29.745 --> 00:16:30.435
Thanks so much.

00:16:30.645 --> 00:16:30.855
Thanks.

00:16:30.855 --> 00:16:31.275
Thank you everyone.

00:16:31.695 --> 00:16:32.145
It was great.

00:16:32.145 --> 00:16:32.475
Thanks guys.

00:16:39.870 --> 00:16:40.995
Just don't call it in there.

00:16:40.995 --> 00:16:42.705
BB

00:16:45.230 --> 00:16:45.520
cast.

00:16:46.095 --> 00:16:47.565
We got orange credo.