It's in the Details

Two weeks ago my family went on vacation to Columbia, South Carolina for a week of much need R & R. When we go on summer vacation we typically go to the beach and rent an ocean front house. This year we decided to just spend time with the grandparents. But I also wanted the same set up that we usually have when we rent a house. I like having separate bedrooms for us and the kids. I like having a kitchen and a den to watch a little TV at night.

I went in search of these desires in a hotel in Columbia, SC. I found exactly what I was looking for at The Whitney Hotel. It even has a pool! We reserved a two bedroom suite with a kitchen and a living room. I thought we were set. This is the same hotel that the new University of South Carolina head footbal coach lived for nine months while he waited for his house to be built. I thought this place has to be great.

On paper it had everything we wanted, even a pool. When we arrived and moved into our suite, I quickly realized that, yes, it had everything we wanted, but the execution of the details was greatly lacking. The room was not very clean. I could tell it had been "cleaned" but if you know what I mean, it just didn't have that clean feel. All of the furniture was beat up really badly. I have seen furniture in a frat house in better shape. The pool area was just plain bad, we swam there one time and didn't go back.

One of the really great extras in the suite was a washer and dryer in a separate laundry room right in our suite. We thought this was great, until we tried to do our laundry and the washer didn't work and we had clothes that were totally wet and soapy. It took two days to replace the washer - too little, too late.

There were so many little detail things that were wrong. The funny thing was, my son Caleb, wanted us to fill out the evaluation card when we were getting ready to leave. All I could say is, "there isn't enough time to write everything down." What I didn't say was there wasn't enough space to write it all down.

Our stay at this hotel confirmed in me that details matter and they matter a lot. We can have everything that people are looking for on paper, but if the execution of the details are not there, then people won't be back. I know I won't be back to The Whitney Hotel again.