Tipping the Scale

Just around the time I turned fifty I realized that there was no hiding the fact that I needed to lose weight. Not just 10lbs, but, according to the AMA, 100 lbs would have been the appropriate number. The task seemed daunting but I set my course and over eight months I lost 80 lbs. It took determination and one mindedness and at the end I felt full with success. (Yes – the pun was intended)

That was four years ago, and although Isaid I would never let myself gain weight, I am faced with the reality that my mind played yet one more trick on me. I hadn’t been holding myself accountable.

This tricky business in not new to me, in fact when I was young and skinny I saw myself as fat. Admittedly I did not look like the icon at the time, Twiggy, but fat was the least likely adjective that would have best described my body.

Holding myself accountable means standing on that unbiased scale everyday. Clothing can be deceiving, and keeping track of my intake is not always dependable, oh the tricks I can play on myself!!!

So, dutifully each morning I perch upon it and wait patiently for the numbers to stop their dance and announce how well I have managed my day. Some days even though I have done everything right the scale tips disappointingly upward, and other days it moves, happily, downward. What I am learning is that I must stay the course – although I might waiver. Coming back to the course will give me the results I am looking for; face the tiger, so to speak.

At the Stanford Terrace Inn we like to be accountable to our guests. I have been in the hotel business for a long time and until recently, getting significant cross section responses from guests rating their experience has been difficult. Now we send out electronic comment cards monitored by a third party; Market Metrix.

Just like standing on the scale the morning after a food extravaganza, it is not always easy to look at the ratings that we are given by our guests. In most of the surveys we rate between 90 and 100%. However, there are guests who, for various reasons, do not have an optimal experience. I respond to every guest survey, but these are not always easy to face. It is as if the guest was telling me that my child was not good enough. I am challenged to see our hotel and staff through their experience, and that isn’t always something I am prepared for, but know I need to be accountable to it.

I take a deep breath and see this as an opportunity to succeed, and I see the comments as a gift from another set of eyes making it an invaluable tool to help me tip the scale for our Palo Alto hotel.



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