The TIAs

I both love and hate this time of year.  I love the build up to the SuperBowl (although, as a Vikes fan, I don’t want to talk about Sunday’s game!)  I love thinking about the upcoming vacation to someplace warm and sandy.  I love the feel of a new year with new possibilities.  I, however, am NOT a fan of all the awards shows…so I thought I would put my own spin on awards and award shows and give out some awards of my own! I am calling the awards, the Tias.  (Travel Industry Awards)

Best Drama in the Travel Industry – Consolidation of any sort.  Hotels, Airlines, Technology, Association, you name it.  All of the consolidations cause drama…but like with most good dramas, when the dust settles, everything works out. 

Best Comedy in the Travel Industry – The hold out states in the Read ID Act.  Seriously, you mean to tell me you still, after all this time, don’t have your act together?  It’s no laughing matter, but it really is kind of comedic in a way. 

Best Leading Actress in the Travel Industry – This award goes to Mary Bastrentaz, Accenture.  She led the way for women on the buyer side of the industry and showed us all that hard work, relationships and taking care of people are what matter. 

Best Leading Actor in the Travel Industry – Jeroen Van Velzen, CEO of Roadmap.  Not only is he “bringing sexy back,” he is giving the traveler what they want. 

Best Director in the Travel Industry – The traveler.  In the wake of the Paris bombing, they were not afraid to get back to work and do what needed to be done.  They are the ones we take our cues from on what we can do to make their production the best one, trip after trip. 

Best Score in the Travel Industry – The award goes to United Airlines.  You can’t argue that the United Airlines Score is synonymous with United.  Every time I hear it, I know what it represents.  It’s one of those trademarks that I hope they never move away from. 

Best Supporting Staff in the Travel Industry – This honor goes to every hotel maid out there.  Think of the things they have to do, see and put up with; day in and day out.  They come to work early, they clean up others people mess and are, at time, taken for granted.  This is a group I always remember to say thank you to, good morning to and leave something for them.  They are the bedrock that keeps the industry on the road for without them, hotels would close. 

Waking From a Dream

This morning I woke up from a dream that I had to share.  I was at a “therapy session” in, what looked like, an empty store in a shopping mall.  It had those crappy plastic chairs and a table in the front of the room for the materials.  Around the room was a group that was deliberate in invitations.  It included a variety of men and women from of all ages, races and religious background as well as sexual preference.  Even though it was my dream, I was neither in the group nor invited, I think I was just watching it from somewhere.  

The exercise everyone had to complete was to go around the room and say one word that described what they wanted in life.  The answer was the same from each, “Acceptance.”  I cannot recall who said it first, but when all of them said it, it struck me.  For instance, I remember vividly the white business man in his mid-30’s and when he said that, people around the room nodded and shook their heads like they got it.  I remember vividly when a lesbian woman said it; her partner held her hand and nodded her head. 

In today’s society, I think people would see the white business man in his 30’s and say, “Where are you not accepted?” and might actually challenge his answer.  I think people would look at the lesbian couple and say, “You have more rights now than ever before…why are you not feeling accepted?” and again, challenge their answer. 

Then, I woke up. 

At 5:23AM, I started to think about how everyone has a place, an event, or time where they do not feel accepted.  Maybe it’s because of their lifestyle, their beliefs, the way the look, the way they carry themselves…but everyone, at some point in their life is not accepted.  Then and there, I decided on my New Year’s resolutions.  I realized what mine must be…to accept people, all people, as they are. 

I like to think that I am pretty accepting of all people now, but my resolution will be about not just passively accepting people, but letting them know they are welcome in my life, in my conversation, in my learning…whatever.  Here’s to a 2016 of moving ahead, continuing to grow and keep going! 

The Roller Coaster

T'is the season of the emotional roller coaster. 

I think of a friend who very recently lost the love of her life to cancer.  He fought for years and in the end, she was strong enough to ask for peace for him because she knew he deserved that.  She is feeling lonely, hopeless, hopeful, and hopefully loved.

I think of the children filled with hope and wonder, who sit on Santa's lap to share their dreams of the season.  They are scared, giddy, excited and just a little bit cautious. 

I think of the families gathering together to spend time with each other.  Some of the family members are excited while some are just trying to endure it.  

I also think of those who don't have a place to call home.  Those who see Santa as only a mystical creature who doesn't visit them, much less gives them presents.  I think of the people who have a home, but no one to share it with. 

My emotions have and will continue the roller coaster ride.  I love the Christmas season because I believe in the spirit of hope and love.  I enjoy spending time with family and friends.  I shed tears for those no longer able to celebrate with us.  Hosting a handful of people, I will feel exhausted, accomplished, happy, sad, manic and relaxed...and sometimes all in the span of a few hours. In the end, I will feel blessed and I wish the same for all!  Merry Christmas, Happy Holidays and here's to a blessed 2016! 

What Do You Want To Be?

Last week, I attended the Business Travel News Hall of Fame event where someone I consider a friend and mentor was honored and inducted to the Business Travel Hall of Fame.  Congratulations to Mary Bastrentaz for that much deserved honor!  I am proud to say I know you! 

It got me thinking, "What do I want to be when I grow up?"  It also got me thinking, "What does everyone else in this crazy industry aspire to be?"

Personally, I want to be able to leave the industry the same way I got into it, bright eyed and excited about what the industry is becoming.  This isn't a butterfly and gum-drop dream, I really do think the industry is on the verge of making some big steps in the way of technology, service and utilization so that is exciting to me.  Is there a chance that I could leave the industry because it got boring and stale?  Possibly, but based on what I am seeing, not likely.  So, only time will tell, but I estimate being here for years to come. 

I think suppliers aspire to be the best version of themselves.  For instance in hotels, Comfort Inn will never be a Four Seasons, but can they improve and give their guests a great experience, of course!  The IHG/Kimpton merger and the Marriott/Starwood merger is a play to make themselves the better version of themselves.  They want to bring the best of the other brand to add to their success. 

For airlines, Delta has just won their 5th consecutive award for excellence (their one for the thumb moment!)  Great job Delta...but they are not done.  They want to be the best version of themselves and will continue to fight to keep that string alive.  United recently came out and said they want to give their tried and true corporate customers their best and as a result, are putting money where their mouth is!  Not just when it's blue skies and birds chirping, but they want to give their best when it's hard to do that.  Great job United...again, not trying to be someone else, just the best version of themselves! 

I think when I grow up, when I am forced to grow up, I will be Rita Visser!  Might as well as long as she keeps going! 

When Things Don't Go Well

Last night, I was online trying to complete a Shutterfly order.  I tried everything I could think of, but each time I would get to that purchase page, my system would lock up.  Finally, I went to Twitter to find that I was not the only one and the folks at Shutterfly knew what was going on and were working to fix it.

I thought about 10 years ago when things didn't go right.  People were on the phone, calling someone, anyone that could help.  Undoubtedly they would hold for a while, sometimes hours to hear the same thing 100 people in front of them heard, "There are issues and we are working on them.  Please try back later."

Instead of banging my head for hours, I went to Twitter.  Instead of sitting on hold for who knows how long, I went to a resources that can have updates every second.

Two weeks ago, I had a less than perfect experience at a hotel and, following my own advice, I took the post trip survey.  Within a day, the hotel had reviewed my post trip comments, acted on my comments and reached out to me about resolution.

This proves a few things to me:
1 - The marketplace is listening and they know when things aren't going well.  
2 - Companies are reactive, but at lightning speed. 
3 - Having a place to go, that in an instant tells me what I should do, or what I can expect as a resolution is not only nice, but necessary.
4 - Companies who ask me to leave a message and they will get back to me will be a thing of the past, very shortly.  

Of course we want the issues to never happen, but when they do, recovery is huge! The companies who acknowledge the issues, tell their customers they hear them and really do something about it are winners.  The biggest winners are the customers.  I am not suggesting that every company needs a Twitter page because this isn't a Twitter promo blog.  I, however, am suggesting that companies need to find a way to get feedback from their customers and a way to react to that feedback quickly, so they, like me, can keep going! 

Raise Your Hand If Your Kids Are Perfect!

Last night I came home from a few days away on business and was getting the weekly rundown from the family.  School was good, sports were good, the day off for Veteran’s Day was good…all in all, a good week!  GREAT, love to hear that.  Then my daughter asked if I heard about all the “stuff” with the football team?  Nope…what did I miss?

Apparently, and this might come as a shock to some, but kids were being kids!  What is probably more shocking, kids who go to a private school, were being kids!  I know, its mesmerizing! 

Since when is a kid who goes to a private school supposed to be a better person than one in public school?  Let’s remember, they are kids!  The SCHOOL upholds faith and charity as their tenants, but they don’t, for one second, think their kids are better than anyone else’s. Just like a public school, they have their code of conduct and don’t share publicly, how that is upheld within the school walls.  Public school and private schools alike are trying to raise students who are not only smart academically, but also good people who will do good things in their lives.  

Anyone who thinks kids who go to private schools don’t have to deal with things like bullying, drugs, sexual pressure and social media crap are clueless!!  Anyone who thinks all these kids are rich, spoiled brats are also clueless!  Anyone who thinks that we as parents think our children are perfect, you guessed it, clueless! 

News brief, they are kids…they are dealing with the same things the kids in public and private schools all over the state and nation are dealing with.  Trust, if there was a magical place where we could send our kids and we could be guaranteed none of them would ever make a mistake, I think we would all do whatever we can to send them there.  Heck, I would go there!  Another news brief, that place does not exist here on earth! 

We send our kids to private school for a few reason, but I am going to be honest, the first reason is because of class size.  WE teach our kids our faith at home and if the school happens to help us, wonderful!  I love that they get that there, but it’s not the school’s job to own that.  My kids will never be perfect…because they are kids.  Your children will never be perfect, because they are kids. 

I won’t take a stand on who was right and wrong in this issue of social media back and forth.  Both sides went too far and I think they all realize that now.  I will, however, not take it lightly when people are saying that because our kids pray in school, they wear their faith on a sleeve (helmet, jersey, t-shirt) that they should be held to a higher standard.  As it says in John 8:7, “Let the one among you who is without sin be the first to throw a stone…” 

Did I Miss Something?

I will be the first to admit, I am getting older and I guess, thankfully, we all are!  However, I think I may have missed something and I might chalk it up to my age. 

Saturday night, I went to bed with visions of ghost and goblins running through neighborhoods and Sunday morning, All Saints Day by the way, I wake up to find November has been removed from the calendar, it is all of a sudden, Christmas. 

Imagine a calendar year without All Saints Day, All Souls Day, Veteran's Day, Opening Day (all the hunters will know what that is!), Thanksgiving Day and Boxing Day (for my Canadian friends).  How did we magically, overnight, move into Christmas? 

Have retailers taken it upon themselves to remove the monthly entirely?  Have they been given the authority to dust these other very important days aside in order to start selling, selling, selling? 

In my house, we do celebrate All Saints Day, All Souls Day, Veterans Day, Opening Day and Thanksgiving.  We look forward to Christmas, but it starts the first Sunday of Advent.  Trust, I have started shopping, but it's because I shop all year round.  If I find something that is perfect for someone, I get it....that doesn't means Christmas has started...it means I am a planner. 

My family is holding tight to the page of the calendar and NOT letting it go into the trash.  We will treasure the days of November and ask that you do the same.  While still going, we are also trying to slow things down!