November 17, 2023 • 32 mins
We've got your fix for Hospitality - the VegasStrong way! From October 1 to "Go Knights Go" and VegasStrong FAILS, we dive deep into the reality of what it means to BE VegasStrong and how we can do better as a community.
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Stay Strong, VEGAS!
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
SPEAKER_02 (00:00):
Welcome to the Vegas Strawn Revival Podcast, where
the heart of Las Vegas beatsthrough hospitality, community,
and resilience beyond the strip.
We're calling all Vegasresidents and local business
owners.
Get ready to explore the pulseof our community.
We aim to uncover the unspokentruths about our local services,
venues, and businesses,discussing what's amazing, what
(00:22):
needs improvement, and how wecan uplift each other to enhance
the Vegas Strawn spirit foreveryone in town.
We appreciate you embarking onthis journey with us to We'll be
right back.
(01:00):
Let the show begin!
SPEAKER_00 (01:03):
Warren, that was an incredibly well done
introduction.
I'm always so impressed by you.
Tell me, what are we discussingon our very first episode?
I'm so excited.
SPEAKER_02 (01:14):
Oh, I'm excited too.
Thanks for your lovely littlecompliments.
It's so exciting to be sittingwith you.
Today, we're discussing theorigin and meaning of a very
important term, that being VegasStrong.
What misconceptions might existand why it's relevant today?
Naturally, we anticipate a bitof an abnormal vibe to this
(01:35):
episode, given the nature of theVegas-tron topic.
Please know we have everyintention of providing a certain
level of comedic entertainmentin future episodes, but it just
didn't feel quite appropriatefor this particular one.
SPEAKER_00 (01:48):
Yes, this certainly isn't our normal vibe, but I'm
glad we're discussing thesethings since they're the driving
force of this podcast and somuch of what we're doing at Law
Critique.
What's on the agenda first?
SPEAKER_02 (02:01):
Well, Britt, let's explain the origin and the
meaning of Vegas strong, as itis our city's motto, for anyone
who might not know or fullyunderstand it.
SPEAKER_00 (02:09):
Well, let's just jump right on in.
Okay.
How about you take that firstpart and explain to our
listeners what happened onOctober 1, 2017?
SPEAKER_02 (02:20):
Okay.
Well, a tragic event unfolded inour city that changed our lives
forever.
It was and still is thedeadliest mass shooting in
modern American history.
At the Route 91 Harvest MusicFestival.
Hosted on grounds near theMandalay Bay Resort on the Las
Vegas Strip, a gunman openedfire from a hotel window raining
(02:45):
bullets down on the concertcrowd.
It was an act of unimaginablehorror and devastation.
60 total lives were lost andmore than 800 people sustained
injuries, with many affected bygunfire, stampedes, or other
related incidents during all thechaos.
The Scar of that site stilllinger in our community today.
(03:06):
The impact of that night willremain a part of our city's
story forever, whether we likeit or not.
And it's a story of bothheartbreak and the unwavering
spirit of Las Vegas.
SPEAKER_00 (03:17):
It was a really hard time for Las Vegas, Warren.
And it took a lot for our cityto move past it.
Do you know how the term VegasStrong even emerged?
SPEAKER_02 (03:29):
It just started appearing everywhere.
I don't know who created itoriginally, And I'd love to meet
the person who did, honestly.
It was essentially a rally cryfor the city after what
happened.
We were all so devastated andhurt, grieving, and certainly
angry about what happened.
I know I was personally, justfrom my own history as a bellman
in this city.
(03:50):
I think everyone attached to theterm very quickly because it was
the only citywide thing bondingus together in hope.
SPEAKER_00 (03:59):
I agree.
And I would love to meet theperson who coined Vegas Strong 2
Britt,
SPEAKER_02 (04:04):
how would you summarize what happened after
the shooting?
SPEAKER_00 (04:07):
In the immediate aftermath of October 1, we saw
an outpouring of support fromevery corner of the city, from
blood banks being completelyfull and having to turn people
away, historically, I mean,historically successful
fundraisers, billboards andsignage just completely
(04:29):
plastered all over the city witha heart around the word Vegas
Strong.
The community truly just cametogether to support the victims
and their families.
I mean, I remember car washcompanies offering free cleaning
services to anyone whotransported injured people to
(04:50):
hospitals because the vehicleswere covered in blood.
I mean, kindness, love, andsupport rang so loud in the
months after the shooting.
It was monumental in the face oftragedy, we showed the entire
world what it meant to be VegasStrong.
And as a native, it was actuallythe most incredible, beautiful
(05:14):
thing, unlike anything I haveever experienced before in this
city.
To be honest, Vegas Strong hassince then evolved way beyond
being merely a motto or a rallycry, right?
It's an ethos, like a symbol.
It's even a legacy and atestament, a beacon, a spirit, a
(05:34):
movement, a philosophy, and evenkind of to wrap that all
together, a culture, right?
It's a reminder that even in ourtoughest moments, we stand
together as a community.
SPEAKER_02 (05:47):
Amen.
Britt, let's address somemisconceptions surrounding the
term Vegas Strong.
Some people probably don't wantthe term to live on.
It's a hard reminder of whathappened.
SPEAKER_00 (06:00):
Undoubtedly.
Let me just say that I get it,right?
Like, life has beenexceptionally hard for so many
Vegas residents.
If we just look at the last 15years, okay, the economic impact
of the 2008 recession lingeredfor nearly a decade in this
(06:21):
city.
A historic mass shooting thatchanged our community forever.
A freaking pandemic.
SPEAKER_02 (06:30):
Really?
SPEAKER_00 (06:30):
Like, completely shutting down our city.
Yeah.
Mm-hmm.
Yeah.
Mm-hmm.
(07:03):
much in such a short amount oftime, if you ask me.
So yeah, I honestly don't blamepeople for not wanting to be
reminded about October 1shooting.
SPEAKER_02 (07:13):
But Vegas Strong does mean a lot more than just
the October 1 shooting, wouldn'tyou say?
SPEAKER_00 (07:19):
Precisely.
That's the key point, right?
People must understand thatVegas Strong was the culture
born out of tragedy, not thetragedy itself.
SPEAKER_02 (07:29):
Britt, some of the response from our supporters is
that the name of our podcast,The Vegas Strong Revival, has
this kind of underlying tone.
Like we're suggesting thecommunity isn't strong and
doesn't care like they used to.
Revival being the key word.
SPEAKER_00 (07:45):
Right.
SPEAKER_02 (07:46):
Yeah.
What are your thoughts on that?
SPEAKER_00 (07:47):
Yeah.
So I'll tell you, I've alreadyoffended my best friend by some
of the language I've chosen touse in developing Law Critique.
She used to be a small businessowner here in Vegas, and she was
super confident that the levelof hospitality and customer
service she provided hercustomers was superior.
(08:08):
So when I made the statementthat excellent hospitality
standards are often centeredaround the Strip, she took it a
little bit harsh.
But the important fact I want tomake clear right now for anybody
listening is that hospitalityand customer service standards
have decreased significantlyaround town, specifically off
(08:31):
the Strip.
And I stand firm so So firm inthat statement.
But that's not to say that therearen't any local businesses
doing it right.
It's just that the great onesare less common.
And here's another side note,because apparently I like my
side notes, guys.
I'm very likely to offend all ofour listeners at some point or
(08:52):
another.
But not you, Warren.
You won't offend anyone becauseyou're an angel.
And the thing is, guys, I'mhuman.
And we all have a right to ouropinion and I'm a lot of things,
and an imperfect human isdefinitely one of them.
I'm a pretty transparent humantoo, so I just call it how I see
(09:14):
it.
SPEAKER_02 (09:14):
I love that.
And I love your honesty.
I love how direct you often are.
I respect your perspective,Britt.
And, you know, you have a lot ofbravery, truthfully, to discuss
and reimagine a pretty difficulttopic for so many different
people in our valley.
SPEAKER_01 (09:29):
Thanks.
SPEAKER_02 (09:30):
I gotta say, I love that you're not afraid to speak
the truth when it's relevant.
No.
I think I can speak for both ofus when I say our intentions
here, ladies and gentlemen, aregood.
SPEAKER_00 (09:50):
Oh, yeah.
SPEAKER_02 (09:51):
We are just two good people trying to do good things
for our community.
SPEAKER_00 (09:54):
Yes, we most definitely have good intentions.
And sometimes, Warren, you'rejust better at making critiques
more fluffy and nice.
I
SPEAKER_02 (10:03):
think I'm a pretty easy guy to please.
I always want to walk intosomething looking at the
positive notes as opposed to thenegative, and I hope that'll be
a great thing that we'll balanceout each other about.
SPEAKER_00 (10:16):
We're a good team that way.
I
SPEAKER_02 (10:18):
think this transitions us smoothly into
explaining a little bit aboutyour company, La Critique, and
why your company resonates withthe Vegas-drawn philosophy.
SPEAKER_00 (10:27):
Oh my gosh, where do I even start?
La Critique is a growing andevolving new company.
company here in Las Vegas.
We have officially launched thispodcast, obviously.
Next month, we officially willbe Vegas's first concierge
service available only to Vegasresidents.
And next year, we roll out ourcritique services where we work
(10:50):
directly with local businesseson analyzing and improving their
hospitality and customerexperience initiatives.
This part of the business canbest be described as the locals
Forbes travel guide, where weaudit and rate local businesses
Yes.
You
SPEAKER_02 (11:07):
know, speaking as a hotel concierge for a moment
instead of just the host of whatwe're up to here, let me just
add, it's refreshing, honestly,to see the development of a
concierge team for the locals ofLas Vegas by the locals of Las
Vegas.
I'm sure your team is excited toserve the community, so to
speak, by strengtheningconnections between our locals
(11:28):
and their off-strip experiences.
Many of them, like myself,speaking honestly, have only
ever been to Las Vegas.
So this is an awesome way forthem to be part of something
bigger and I imagine moremeaningful to them.
SPEAKER_00 (11:40):
Speaking of that something bigger, I'll finish
answering your question of whylaw critique resonates with the
Vegas Strong philosophy.
I created this company to serveour community.
I created this company to be aleading force that guides our
hospitality toward one another.
And I've given my entire life tothe hospitality industry.
So I personally know howdemanding and stressful it can
(12:04):
be to succeed in meetingsuperior hospitality standards
being a native and experiencingeverything I have in this city I
also personally know howincredibly talented creative and
strong we are so I just want totake that strength and our
natural grind mentality that wehave and enhance it with more
(12:27):
consideration more compassionmore authentic hospitality and
ultimately I couldn't
SPEAKER_02 (12:35):
agree more.
If it's one thing I've reallylearned about Las Vegas
hospitality professionals isthat so many of them have their
passion projects in thebackground that they drive
toward at all times, right?
Their chefs, their artists,their musicians, their athletes.
There's so many passions amongstus, even as we conduct our
(12:56):
hospitality work.
And we want to celebrate thepeople behind the hospitality.
Ooh,
SPEAKER_00 (13:03):
can I add to that?
I would like to say that ifyou're listening to this podcast
and you are a local who loves toproduce music, we would love to
have you produce something forour podcast intro because using
stock music just isn't all thatsupportive of locals.
And we really do want to besupportive of our locals.
(13:26):
So reach out if you're one ofthose people.
SPEAKER_02 (13:27):
I couldn't have said it any better myself.
Well, listeners, I believe thisis the point where we would like
to plug a little advertisement.
But being our first episode,Britt and I mutually agreed not
to advertise at all.
Just to say a big thank you tothose of you who are taking the
time to give us a chance on ourfirst recording.
Thank you so much to all of oursupporters.
(13:49):
Thank you.
SPEAKER_00 (13:49):
Yes, thank you, thank you, thank you.
As a final segment of ourepisode today, I want to share
some Vegas Strong fails solisteners can get a better
understanding of why we want toinspire change.
Like our initiatives aren't justbased What are
SPEAKER_02 (14:03):
you talking about, Britt?
Come on, we're a perfectcommunity.
We never fail.
SPEAKER_00 (14:07):
Okay, okay, okay.
I know you prefer talking aboutthe wins, and you'll get your
chance next week in theconcierge corner.
So I'll give a couple examplesout of my currently full fail
bucket.
Ready?
SPEAKER_02 (14:22):
Ready as I'll ever be.
SPEAKER_00 (14:23):
Oh boy, here we go.
Driving on the 95 this lastsummer, going 80 in the left
lane, and a small black carcomes flying up behind me.
I wasn't even sure that they sawme, right?
And I couldn't merge over to theright because there were cars
there.
So I very lightly tapped on mybrakes just to get their
(14:43):
attention and like, hello, don'thit me, please.
Right,
SPEAKER_01 (14:47):
yeah.
SPEAKER_00 (14:47):
I swear, guys, I did not do a full-on brake check,
okay?
I know what that is.
And I've done it before, I'mguilty, but I didn't do that
this time, right?
But this person rides my tailand then blows past me via the
HOV lane.
Then it cuts me off in front ofme and goes to the middle lane.
I
SPEAKER_02 (15:08):
feel like everybody's dealing with traffic
like this these days.
We're becoming a little mini LA.
SPEAKER_00 (15:15):
Let's not say that.
We can't jinx it.
This guy slows down to the paceof traffic.
I'm thinking this is so weird.
Most people, in my experience,they cut you off and they keep
speeding forward.
They have a goal in mind ofgetting somewhere right
SPEAKER_01 (15:34):
right right
SPEAKER_00 (15:34):
they don't just cut you off and then slow down in
front of you so i don't know atthis point i'm maybe 40 feet
behind them and i'm nervous toto pass them because it was like
just so abrupt and i'mquestioning why they decided to
slow down but i continue at mysame pace like i don't deviate
SPEAKER_01 (15:56):
okay
SPEAKER_00 (15:57):
and then they start slowing down getting closer
Yeah.
The driver's side window rollsdown.
Warren.
SPEAKER_02 (16:08):
No.
SPEAKER_00 (16:08):
I cannot make this up.
They throw rocks out at mywindshield.
SPEAKER_02 (16:15):
Wait, what the hell?
SPEAKER_00 (16:17):
I'm not kidding.
SPEAKER_02 (16:18):
You can't make that up.
Where do they get?
Why do you have rocks in yourcar?
I
SPEAKER_00 (16:23):
know.
SPEAKER_02 (16:23):
How is this constructive?
SPEAKER_00 (16:25):
So insane.
Warren, who has rocks in theircar, first of all.
Yeah.
And then to be so vindictive.
right like dude I only tapped onmy brakes tapped on them sure
and and you're gonna throw rocksat my windshield
SPEAKER_02 (16:40):
the I feel like they make contact you you shatter a
windshield there's a panicattack you yourself get into a
car accident there's potentiallike vehicular manslaughter at
play here like what is theconstructive thought that goes
through one's head to do thisit's so disappointing to know
that that happened I can't evenimagine
SPEAKER_00 (17:00):
I have been driving on these roads for Oh gosh, I
don't even want to say it outloud.
Over 20 years.
SPEAKER_01 (17:08):
Oh gosh,
SPEAKER_00 (17:09):
that's a sad realization.
Yeah, it's never been like this.
SPEAKER_02 (17:16):
I agree.
It's an absolute Vegas-strungfail, folks.
Can we have each other's backson the roadways especially?
We all want to get to work.
We all want to make our paper.
We all want to fill ourobjectives.
Can we please do it safely andrespect one another?
Now I'm definitely scared tohear another example.
SPEAKER_00 (17:32):
Okay, yeah, well, I told you my bucket was full.
Yeah, so our city's a littlewild right now.
And I guess since dining out isrelatable for everybody, I'll
use that category.
Side note, even though I do havevery specific venues in mind for
these examples, I will neverfeel okay, like ethically, to
(17:56):
name drop a venue in a negativeway on here.
So sorry, all you gossip lovers,you will have to find your
Moving along.
Okay.
So here are some issues thatI've repeatedly experienced at
restaurants in town recently.
Not on this trip.
Okay?
SPEAKER_02 (18:13):
Okay.
SPEAKER_00 (18:13):
Upon arrival to a restaurant, the hostess's first
words are, do you have areservation?
SPEAKER_02 (18:19):
Right.
Not a welcome.
Not a how are you?
Oh,
SPEAKER_00 (18:23):
God.
Great to
SPEAKER_02 (18:23):
see you.
I'm sure that there was no smileor eye contact either.
You know, it's almost like-Don't get me started.
An inconvenience that you choseto walk through the door.
SPEAKER_00 (18:31):
Yeah.
Yeah.
And nine times out of 10,actually 10 out of 10 times, I
don't have a
SPEAKER_02 (18:36):
reservation.
Oh, okay.
SPEAKER_00 (18:40):
So yeah, no.
Next, when I'm seated, a serverimmediately approaches and asks,
what can I get you to drink?
SPEAKER_02 (18:47):
Oh, I totally vibe with this.
Again, just with the greeting,can we start with a good
afternoon, good morning, or goodevening?
Can I introduce myself?
You know, how are you?
Let's have a moment ofconnection before jumping right
into business as usual, right?
SPEAKER_00 (19:01):
Yeah.
Like, I've been here all of 2.5seconds.
I have no idea yet what I wantto drink.
SPEAKER_02 (19:08):
Right.
You just handed me the menu, bythe way, right?
Yeah.
This is where I first see all myoptions.
It makes total sense.
It's so frustrating when that'syour opening line.
SPEAKER_00 (19:16):
Yeah.
Okay.
Moving along.
Okay.
Food arrives, right?
And it's not the temperaturethat it should be, or it has a
small piece of plastic or hairin
SPEAKER_02 (19:27):
it.
Oh, God.
Yeah.
I can totally relate to this,too.
I went to a local burritorestaurant.
restaurant recently and cameback with a hair in my burrito
and I feel like I've had thathappen a few times in the last
couple years it is really apattern and it's so gross I mean
I have a huge full beard I wouldwear a beard net if I needed to
to take good care of mycustomers food I wonder if there
(19:48):
are people out there doing thattoo
SPEAKER_00 (19:49):
I I'm beyond myself Warren
SPEAKER_02 (19:54):
I mean hair no hairs and food is like like food
preparation 101 so of course youare
SPEAKER_00 (20:00):
the plastic was really shocking.
Where did you find
SPEAKER_02 (20:03):
that?
I have to know.
SPEAKER_00 (20:04):
No, I can't tell you where I found
SPEAKER_02 (20:06):
that.
Oh God, but in like a bowl ofchili, I mean.
SPEAKER_00 (20:09):
I'll tell you off air.
SPEAKER_02 (20:10):
Gross.
I have to know because I'm notgoing.
SPEAKER_00 (20:13):
Okay, my favorite.
My favorite.
Ready?
I go out and I'm catching upwith an old friend and we sit at
the table for an extra like hourto even two hours after we're
done eating.
SPEAKER_01 (20:26):
And
SPEAKER_00 (20:27):
the plates are never cleared, nor is our water ever
refilled the entire time we'resitting there.
It's like we paid our check andthe service disappeared.
SPEAKER_02 (20:38):
Right.
You're off the radar.
You're no longer a priority.
You've tipped what you're goingto tip.
You've given what you're goingto give.
You're not going to orderanything else unless we go out
of our way to let them know ofthat.
And it's like, hey, we're stillhere.
We're still a guest of yours.
Please don't just dropacknowledging us, especially
filling water.
I mean, I know the desert'srunning out of it, but we're
(20:58):
thirsty.
SPEAKER_00 (20:59):
What a lost opportunity for the business
too.
I'm there for two hours pastpaying my bill.
The server at any point couldn'tcome up and try to sell us
another beverage.
Are you kidding me?
SPEAKER_02 (21:14):
Honestly, I often feel quite touched when someone
comes over in that scenario tooffer it because it's just
anticipatory service.
You've still been here for awhile.
Can I get you anything else?
It doesn't even have to feellike a sale.
It feels like caring aboutsomeone.
SPEAKER_00 (21:28):
Precisely.
So here's my final one.
SPEAKER_02 (21:30):
Mm-hmm.
SPEAKER_00 (21:31):
Business owners are going to love this one.
Actually, I mean that verysarcastically, guys.
My check is delivered on thisawkward electronic device.
SPEAKER_02 (21:41):
Oh, yes.
SPEAKER_00 (21:41):
And not only is it blinding me in this dark booth,
but now I'm doing my server'sjob by checking myself out.
SPEAKER_02 (21:50):
Exactly.
SPEAKER_00 (21:51):
Which all of the above frustrates me beyond, like
beyond.
But now there are like eightsteps to completing my bill.
When before it was...
literally tip total signature.
SPEAKER_02 (22:04):
I totally vibe with this because nothing ruins the
experience of being served thanbeing asked to serve yourself
the check.
It's such a strange thing thatmaybe business owners think that
they're using technology toenhance the experience, but
honestly, all it's doing isremoving us from it even faster.
We're losing touch.
(22:24):
Right.
It's a dismissal.
It's got to change.
It's got to change.
I agree.
It's I think you bring up veryrelevant information here, and I
know you're not the only personexperiencing these customer
service fails because I feel ittoo.
I know there's a community of uswho feel it out there.
But honestly, we both know thearguments managers make.
(22:45):
It's too hard to find goodemployees.
No one wants to work anymore.
It's work just to get myemployees to do the basic job
requirements, let alone go aboveand beyond.
And finally, my favorite, ofcourse, is that COVID changed
SPEAKER_00 (22:59):
everything.
I love your mimicking.
It's so perfect.
SPEAKER_02 (23:06):
It's cliche.
It's so easy to mimic, folks.
We all have the same excuses, itsounds like.
SPEAKER_00 (23:11):
I seriously hear those arguments all the time.
But I believe it's time that weall take a deep breath and
realize we are survivors.
We are strong.
We can overcome anything.
This crazy world...
(23:31):
wants to throw at us and weactually can be better about
hospitality and upholdingservice standards because the
people who call this place homedeserve it.
SPEAKER_02 (23:42):
That's especially powerful and I completely agree
with you, Brett.
I hope if anyone listeningmissed that part, they rewind 30
seconds and listen again becauseyou do deserve it.
You do deserve that servicestandard.
You do deserve to give that toone another too.
Absolutely.
SPEAKER_00 (23:58):
Thanks, Warren.
To wrap up this epic first I'mcurious if every local were to
embrace the Vegas Strong ethosand apply it to their everyday
lives, what do you think thatmight look like?
SPEAKER_02 (24:11):
Well, Britt, if everyone embraced the Vegas
Strong ethos in their dailylives, I envision a community
where hospitality isn't just ajob requirement, but actually
truly a heartfelt commitment.
Picture this, a city wheredrivers extend courtesy,
patience, and respect for eachother.
SPEAKER_00 (24:31):
Oh my goodness.
SPEAKER_02 (24:31):
Yes.
(25:01):
Can you guess the setting I'mdiscussing?
I
SPEAKER_00 (25:05):
think so, but go ahead.
SPEAKER_02 (25:06):
To me, it's the Vegas Golden Knights.
Yes.
It's the T-Mobile Arena.
SPEAKER_01 (25:12):
Go Knights Go.
SPEAKER_02 (25:13):
Go Knights Go are defending Stanley Cup champions.
It's the fortress.
I'm sure if you're listening tothis, I just got chills
remembering how we all ralliedamong the Vegas Golden Knights,
our first professional sportsexpansion team of major league
sports, coming together, beingthis band of misfit toys from
(25:35):
other teams who didn't havefaith from those previous teams
they played for to become one ofthe finest teams in the National
Hockey League.
I mean, we won the WesternConference.
We went to the Stanley Cup Finalin our very first season.
And I think a lot of that had todo with the drive the players
held in their hearts, inspiredby the events that gave birth to
(25:57):
Vegas Strong.
SPEAKER_00 (25:58):
Well, it was so connected to the community.
Like...
SPEAKER_02 (26:01):
We
SPEAKER_00 (26:02):
had this horrific tragedy.
Our community was completelygrieving and mad and frustrated.
I almost get a sense like wealmost didn't even know what to
do with ourselves.
SPEAKER_02 (26:17):
Right.
Yeah.
SPEAKER_00 (26:19):
And then the Vegas Knights.
SPEAKER_02 (26:20):
Exactly.
This team was already created,but we've poured all of our
passion and our togetherness andour belief in one another into
this team.
And they responded with one ofthe most historic seasons in
sports history.
And we could be proud of that.
No one can take it back.
And now, especially right now,as the defending champions, we
(26:41):
see the symptoms of aVegas-drawn community all
throughout the Fortress.
SPEAKER_00 (26:45):
And you've been to a game, clearly, obviously.
SPEAKER_02 (26:47):
Amen.
Right?
I have.
SPEAKER_00 (26:49):
Anybody who hasn't been to a game yet, oh my gosh.
SPEAKER_01 (26:53):
Go!
SPEAKER_00 (26:53):
You have to experience this, guys.
SPEAKER_01 (26:55):
Yeah.
SPEAKER_00 (26:56):
It is wild.
I think that the Vegas-strongethos is absolutely Exactly.
SPEAKER_02 (27:07):
The fortress philosophy, as I like to call
it.
And I'd love to see thatstretched out.
The amount of high-fiving we dowith each other in the stands
after a goal.
Do that to your neighbor whenyou come home from work.
Do that for one another when wepatronize each other at our
various businesses.
Let's be sure to have eachother's back.
(27:27):
And remember, we're in thistogether and we can celebrate
together every little bit.
little victory.
It's a beautiful thing.
I really would love to see thefortress philosophy saram
wrapped around our community.
SPEAKER_00 (27:39):
Oh, gosh, that sounds amazing.
And that's exactly what I'mtalking about, right?
Like, I imagine that in anysetting around town, simple
gestures of kindness, likesaying hello to a stranger
walking by, introducingourselves to new people with an
actual handshake.
SPEAKER_02 (27:55):
Without hand sanitizer to follow soon after,
just saying.
SPEAKER_00 (27:58):
Yeah, I mean, you do you.
I don't use hand sanitizer, buta lot of people do and they like
it.
So whatever.
Let them use their handsanitizer.
But a handshake is so customaryand it's such a bond.
So bringing that back, holding adoor open, not just the person
(28:18):
who's holding the door, but theperson walking through,
acknowledge that the otherperson held the door for them.
Oh, totally.
SPEAKER_02 (28:25):
Yeah.
I try to keep chivalry alive andI'll get the door for eight out
of 10 people, regardless of thegender space.
And it's amazing how many justwhisk right on by, not even
noticing.
SPEAKER_00 (28:35):
No thank you.
Yeah.
No, hey, cool.
SPEAKER_02 (28:38):
So weird.
SPEAKER_00 (28:39):
Yeah.
It's like this weird silentthing that's happening.
I think to add to that, it'sjust like the simple please and
thank yous.
SPEAKER_02 (28:48):
Amen.
SPEAKER_00 (28:49):
Where did those go?
It
SPEAKER_02 (28:50):
seems like those things are pretty easy to do,
right?
SPEAKER_00 (28:53):
Let's elevate the standard of human connection and
consideration just in general.
Because Vegas Strong isn't justa phrase, but actually a way of
life.
If each
SPEAKER_02 (29:08):
of us adopts this Vegas-drawn philosophy or the
fortress philosophy, it's allnice and stretched.
I love it.
I'm sorry.
I want to put it on a t-shirt.
It's not just a change inbehavior.
It's a cultural shift towards amore loving, respectful, and
empathetic living environment.
And who doesn't want that?
SPEAKER_00 (29:23):
Right?
But let's not forget, okay?
Like this kind of a shift isn'tjust a one-time thing.
It will require effort on aregular basis.
change takes time and practice,as we all know, especially if
this stuff doesn't comenaturally.
But that process can totallystart right now if you choose
it.
SPEAKER_02 (29:43):
That's a powerful vision.
Britt, I truly believe VegasStrong will become part of our
everyday lives and other citieswill actually be jealous of what
Vegas community really means.
SPEAKER_00 (29:52):
Well, they should be jealous.
Well, Warren, we did it.
We hosted our very firstepisode.
It was a little interesting.
intense as perhaps any toughtopic would be, but I think we
brought it home with someencouragement and motivation.
Well done, friend.
SPEAKER_02 (30:09):
You were positively scrum-trelescent.
Before we go, we'd like to wisheveryone a wonderful
Thanksgiving holiday next week.
Stay safe during this FormulaOne weekend, okay?
Please be patient with eachother, most especially in this
strange time where none of usare really aware of how we're
getting from point A to point Bin so many different ways.
Patience.
(30:29):
Patience.
Britt, I sure know what I'mgrateful for this year.
You guys are amazing.
Our listeners, of course.
Thank you so much for thesupport already.
This is just our first episode,but we have so many of you
already so excited for thiscontent.
Should we leave our listeners,Britt, with a little teaser of
what our next episode shouldlook like?
SPEAKER_00 (30:48):
Oh, I love a surprise, but hints are fun.
So let's just leave them withlike two words.
Nightmare guests.
Boo.
Boo.
SPEAKER_02 (31:00):
Oh, boy.
You know, that'll be fun.
We love discussing when we gowrong as those guests.
It's going to be great.
And that's a wrap on anothercritical, or should I say
critical, episode of the VegasStrawn Revival.
We hope you enjoyed theconversation and found it as
compelling as we did.
SPEAKER_00 (31:18):
We'd like to extend our deepest gratitude to our
amazing listeners for takingtime to listen and engage with
us.
Your support is trulyinvaluable.
SPEAKER_02 (31:26):
Remember, the Vegas Strawn spirit is all about
coming together.
So please share this podcastwith your friends your
colleagues in the hospitalityindustry as well as anyone who
loves the local Las Vegas asmuch as we do
SPEAKER_00 (31:37):
if you have any suggestions ideas for future
shows or even if you'd like tobe a guest on a future episode
don't hesitate to reach out youcan connect with us on our
website our Facebook page oreven leave us a voicemail on our
super cool podcast hotline
SPEAKER_02 (31:52):
before we go make sure to subscribe to our show on
your favorite podcast platformso you never miss an episode we
release new content every Friday
SPEAKER_00 (31:59):
thanks again Las Vegas and let's continue to
revive our city's passion forpersonalized service together.
SPEAKER_02 (32:05):
From Warren Sprigg and Britt Whalen, stay strong
Vegas!
Welcome to the Vegas Strawn Revival Podcast, where
the heart of Las Vegas beatsthrough hospitality, community,
and resilience beyond the strip.
We're calling all Vegasresidents and local business
owners.
Get ready to explore the pulseof our community.
We aim to uncover the unspokentruths about our local services,
venues, and businesses,discussing what's amazing, what
(00:22):
needs improvement, and how wecan uplift each other to enhance
the Vegas Strawn spirit foreveryone in town.
We appreciate you embarking onthis journey with us to We'll be
right back.
(01:00):
Let the show begin!
SPEAKER_00 (01:03):
Warren, that was an incredibly well done
introduction.
I'm always so impressed by you.
Tell me, what are we discussingon our very first episode?
I'm so excited.
SPEAKER_02 (01:14):
Oh, I'm excited too.
Thanks for your lovely littlecompliments.
It's so exciting to be sittingwith you.
Today, we're discussing theorigin and meaning of a very
important term, that being VegasStrong.
What misconceptions might existand why it's relevant today?
Naturally, we anticipate a bitof an abnormal vibe to this
(01:35):
episode, given the nature of theVegas-tron topic.
Please know we have everyintention of providing a certain
level of comedic entertainmentin future episodes, but it just
didn't feel quite appropriatefor this particular one.
SPEAKER_00 (01:48):
Yes, this certainly isn't our normal vibe, but I'm
glad we're discussing thesethings since they're the driving
force of this podcast and somuch of what we're doing at Law
Critique.
What's on the agenda first?
SPEAKER_02 (02:01):
Well, Britt, let's explain the origin and the
meaning of Vegas strong, as itis our city's motto, for anyone
who might not know or fullyunderstand it.
SPEAKER_00 (02:09):
Well, let's just jump right on in.
Okay.
How about you take that firstpart and explain to our
listeners what happened onOctober 1, 2017?
SPEAKER_02 (02:20):
Okay.
Well, a tragic event unfolded inour city that changed our lives
forever.
It was and still is thedeadliest mass shooting in
modern American history.
At the Route 91 Harvest MusicFestival.
Hosted on grounds near theMandalay Bay Resort on the Las
Vegas Strip, a gunman openedfire from a hotel window raining
(02:45):
bullets down on the concertcrowd.
It was an act of unimaginablehorror and devastation.
60 total lives were lost andmore than 800 people sustained
injuries, with many affected bygunfire, stampedes, or other
related incidents during all thechaos.
The Scar of that site stilllinger in our community today.
(03:06):
The impact of that night willremain a part of our city's
story forever, whether we likeit or not.
And it's a story of bothheartbreak and the unwavering
spirit of Las Vegas.
SPEAKER_00 (03:17):
It was a really hard time for Las Vegas, Warren.
And it took a lot for our cityto move past it.
Do you know how the term VegasStrong even emerged?
SPEAKER_02 (03:29):
It just started appearing everywhere.
I don't know who created itoriginally, And I'd love to meet
the person who did, honestly.
It was essentially a rally cryfor the city after what
happened.
We were all so devastated andhurt, grieving, and certainly
angry about what happened.
I know I was personally, justfrom my own history as a bellman
in this city.
(03:50):
I think everyone attached to theterm very quickly because it was
the only citywide thing bondingus together in hope.
SPEAKER_00 (03:59):
I agree.
And I would love to meet theperson who coined Vegas Strong 2
Britt,
SPEAKER_02 (04:04):
how would you summarize what happened after
the shooting?
SPEAKER_00 (04:07):
In the immediate aftermath of October 1, we saw
an outpouring of support fromevery corner of the city, from
blood banks being completelyfull and having to turn people
away, historically, I mean,historically successful
fundraisers, billboards andsignage just completely
(04:29):
plastered all over the city witha heart around the word Vegas
Strong.
The community truly just cametogether to support the victims
and their families.
I mean, I remember car washcompanies offering free cleaning
services to anyone whotransported injured people to
(04:50):
hospitals because the vehicleswere covered in blood.
I mean, kindness, love, andsupport rang so loud in the
months after the shooting.
It was monumental in the face oftragedy, we showed the entire
world what it meant to be VegasStrong.
And as a native, it was actuallythe most incredible, beautiful
(05:14):
thing, unlike anything I haveever experienced before in this
city.
To be honest, Vegas Strong hassince then evolved way beyond
being merely a motto or a rallycry, right?
It's an ethos, like a symbol.
It's even a legacy and atestament, a beacon, a spirit, a
(05:34):
movement, a philosophy, and evenkind of to wrap that all
together, a culture, right?
It's a reminder that even in ourtoughest moments, we stand
together as a community.
SPEAKER_02 (05:47):
Amen.
Britt, let's address somemisconceptions surrounding the
term Vegas Strong.
Some people probably don't wantthe term to live on.
It's a hard reminder of whathappened.
SPEAKER_00 (06:00):
Undoubtedly.
Let me just say that I get it,right?
Like, life has beenexceptionally hard for so many
Vegas residents.
If we just look at the last 15years, okay, the economic impact
of the 2008 recession lingeredfor nearly a decade in this
(06:21):
city.
A historic mass shooting thatchanged our community forever.
A freaking pandemic.
SPEAKER_02 (06:30):
Really?
SPEAKER_00 (06:30):
Like, completely shutting down our city.
Yeah.
Mm-hmm.
Yeah.
Mm-hmm.
(07:03):
much in such a short amount oftime, if you ask me.
So yeah, I honestly don't blamepeople for not wanting to be
reminded about October 1shooting.
SPEAKER_02 (07:13):
But Vegas Strong does mean a lot more than just
the October 1 shooting, wouldn'tyou say?
SPEAKER_00 (07:19):
Precisely.
That's the key point, right?
People must understand thatVegas Strong was the culture
born out of tragedy, not thetragedy itself.
SPEAKER_02 (07:29):
Britt, some of the response from our supporters is
that the name of our podcast,The Vegas Strong Revival, has
this kind of underlying tone.
Like we're suggesting thecommunity isn't strong and
doesn't care like they used to.
Revival being the key word.
SPEAKER_00 (07:45):
Right.
SPEAKER_02 (07:46):
Yeah.
What are your thoughts on that?
SPEAKER_00 (07:47):
Yeah.
So I'll tell you, I've alreadyoffended my best friend by some
of the language I've chosen touse in developing Law Critique.
She used to be a small businessowner here in Vegas, and she was
super confident that the levelof hospitality and customer
service she provided hercustomers was superior.
(08:08):
So when I made the statementthat excellent hospitality
standards are often centeredaround the Strip, she took it a
little bit harsh.
But the important fact I want tomake clear right now for anybody
listening is that hospitalityand customer service standards
have decreased significantlyaround town, specifically off
(08:31):
the Strip.
And I stand firm so So firm inthat statement.
But that's not to say that therearen't any local businesses
doing it right.
It's just that the great onesare less common.
And here's another side note,because apparently I like my
side notes, guys.
I'm very likely to offend all ofour listeners at some point or
(08:52):
another.
But not you, Warren.
You won't offend anyone becauseyou're an angel.
And the thing is, guys, I'mhuman.
And we all have a right to ouropinion and I'm a lot of things,
and an imperfect human isdefinitely one of them.
I'm a pretty transparent humantoo, so I just call it how I see
(09:14):
it.
SPEAKER_02 (09:14):
I love that.
And I love your honesty.
I love how direct you often are.
I respect your perspective,Britt.
And, you know, you have a lot ofbravery, truthfully, to discuss
and reimagine a pretty difficulttopic for so many different
people in our valley.
SPEAKER_01 (09:29):
Thanks.
SPEAKER_02 (09:30):
I gotta say, I love that you're not afraid to speak
the truth when it's relevant.
No.
I think I can speak for both ofus when I say our intentions
here, ladies and gentlemen, aregood.
SPEAKER_00 (09:50):
Oh, yeah.
SPEAKER_02 (09:51):
We are just two good people trying to do good things
for our community.
SPEAKER_00 (09:54):
Yes, we most definitely have good intentions.
And sometimes, Warren, you'rejust better at making critiques
more fluffy and nice.
I
SPEAKER_02 (10:03):
think I'm a pretty easy guy to please.
I always want to walk intosomething looking at the
positive notes as opposed to thenegative, and I hope that'll be
a great thing that we'll balanceout each other about.
SPEAKER_00 (10:16):
We're a good team that way.
I
SPEAKER_02 (10:18):
think this transitions us smoothly into
explaining a little bit aboutyour company, La Critique, and
why your company resonates withthe Vegas-drawn philosophy.
SPEAKER_00 (10:27):
Oh my gosh, where do I even start?
La Critique is a growing andevolving new company.
company here in Las Vegas.
We have officially launched thispodcast, obviously.
Next month, we officially willbe Vegas's first concierge
service available only to Vegasresidents.
And next year, we roll out ourcritique services where we work
(10:50):
directly with local businesseson analyzing and improving their
hospitality and customerexperience initiatives.
This part of the business canbest be described as the locals
Forbes travel guide, where weaudit and rate local businesses
Yes.
You
SPEAKER_02 (11:07):
know, speaking as a hotel concierge for a moment
instead of just the host of whatwe're up to here, let me just
add, it's refreshing, honestly,to see the development of a
concierge team for the locals ofLas Vegas by the locals of Las
Vegas.
I'm sure your team is excited toserve the community, so to
speak, by strengtheningconnections between our locals
(11:28):
and their off-strip experiences.
Many of them, like myself,speaking honestly, have only
ever been to Las Vegas.
So this is an awesome way forthem to be part of something
bigger and I imagine moremeaningful to them.
SPEAKER_00 (11:40):
Speaking of that something bigger, I'll finish
answering your question of whylaw critique resonates with the
Vegas Strong philosophy.
I created this company to serveour community.
I created this company to be aleading force that guides our
hospitality toward one another.
And I've given my entire life tothe hospitality industry.
So I personally know howdemanding and stressful it can
(12:04):
be to succeed in meetingsuperior hospitality standards
being a native and experiencingeverything I have in this city I
also personally know howincredibly talented creative and
strong we are so I just want totake that strength and our
natural grind mentality that wehave and enhance it with more
(12:27):
consideration more compassionmore authentic hospitality and
ultimately I couldn't
SPEAKER_02 (12:35):
agree more.
If it's one thing I've reallylearned about Las Vegas
hospitality professionals isthat so many of them have their
passion projects in thebackground that they drive
toward at all times, right?
Their chefs, their artists,their musicians, their athletes.
There's so many passions amongstus, even as we conduct our
(12:56):
hospitality work.
And we want to celebrate thepeople behind the hospitality.
Ooh,
SPEAKER_00 (13:03):
can I add to that?
I would like to say that ifyou're listening to this podcast
and you are a local who loves toproduce music, we would love to
have you produce something forour podcast intro because using
stock music just isn't all thatsupportive of locals.
And we really do want to besupportive of our locals.
(13:26):
So reach out if you're one ofthose people.
SPEAKER_02 (13:27):
I couldn't have said it any better myself.
Well, listeners, I believe thisis the point where we would like
to plug a little advertisement.
But being our first episode,Britt and I mutually agreed not
to advertise at all.
Just to say a big thank you tothose of you who are taking the
time to give us a chance on ourfirst recording.
Thank you so much to all of oursupporters.
(13:49):
Thank you.
SPEAKER_00 (13:49):
Yes, thank you, thank you, thank you.
As a final segment of ourepisode today, I want to share
some Vegas Strong fails solisteners can get a better
understanding of why we want toinspire change.
Like our initiatives aren't justbased What are
SPEAKER_02 (14:03):
you talking about, Britt?
Come on, we're a perfectcommunity.
We never fail.
SPEAKER_00 (14:07):
Okay, okay, okay.
I know you prefer talking aboutthe wins, and you'll get your
chance next week in theconcierge corner.
So I'll give a couple examplesout of my currently full fail
bucket.
Ready?
SPEAKER_02 (14:22):
Ready as I'll ever be.
SPEAKER_00 (14:23):
Oh boy, here we go.
Driving on the 95 this lastsummer, going 80 in the left
lane, and a small black carcomes flying up behind me.
I wasn't even sure that they sawme, right?
And I couldn't merge over to theright because there were cars
there.
So I very lightly tapped on mybrakes just to get their
(14:43):
attention and like, hello, don'thit me, please.
Right,
SPEAKER_01 (14:47):
yeah.
SPEAKER_00 (14:47):
I swear, guys, I did not do a full-on brake check,
okay?
I know what that is.
And I've done it before, I'mguilty, but I didn't do that
this time, right?
But this person rides my tailand then blows past me via the
HOV lane.
Then it cuts me off in front ofme and goes to the middle lane.
I
SPEAKER_02 (15:08):
feel like everybody's dealing with traffic
like this these days.
We're becoming a little mini LA.
SPEAKER_00 (15:15):
Let's not say that.
We can't jinx it.
This guy slows down to the paceof traffic.
I'm thinking this is so weird.
Most people, in my experience,they cut you off and they keep
speeding forward.
They have a goal in mind ofgetting somewhere right
SPEAKER_01 (15:34):
right right
SPEAKER_00 (15:34):
they don't just cut you off and then slow down in
front of you so i don't know atthis point i'm maybe 40 feet
behind them and i'm nervous toto pass them because it was like
just so abrupt and i'mquestioning why they decided to
slow down but i continue at mysame pace like i don't deviate
SPEAKER_01 (15:56):
okay
SPEAKER_00 (15:57):
and then they start slowing down getting closer
Yeah.
The driver's side window rollsdown.
Warren.
SPEAKER_02 (16:08):
No.
SPEAKER_00 (16:08):
I cannot make this up.
They throw rocks out at mywindshield.
SPEAKER_02 (16:15):
Wait, what the hell?
SPEAKER_00 (16:17):
I'm not kidding.
SPEAKER_02 (16:18):
You can't make that up.
Where do they get?
Why do you have rocks in yourcar?
I
SPEAKER_00 (16:23):
know.
SPEAKER_02 (16:23):
How is this constructive?
SPEAKER_00 (16:25):
So insane.
Warren, who has rocks in theircar, first of all.
Yeah.
And then to be so vindictive.
right like dude I only tapped onmy brakes tapped on them sure
and and you're gonna throw rocksat my windshield
SPEAKER_02 (16:40):
the I feel like they make contact you you shatter a
windshield there's a panicattack you yourself get into a
car accident there's potentiallike vehicular manslaughter at
play here like what is theconstructive thought that goes
through one's head to do thisit's so disappointing to know
that that happened I can't evenimagine
SPEAKER_00 (17:00):
I have been driving on these roads for Oh gosh, I
don't even want to say it outloud.
Over 20 years.
SPEAKER_01 (17:08):
Oh gosh,
SPEAKER_00 (17:09):
that's a sad realization.
Yeah, it's never been like this.
SPEAKER_02 (17:16):
I agree.
It's an absolute Vegas-strungfail, folks.
Can we have each other's backson the roadways especially?
We all want to get to work.
We all want to make our paper.
We all want to fill ourobjectives.
Can we please do it safely andrespect one another?
Now I'm definitely scared tohear another example.
SPEAKER_00 (17:32):
Okay, yeah, well, I told you my bucket was full.
Yeah, so our city's a littlewild right now.
And I guess since dining out isrelatable for everybody, I'll
use that category.
Side note, even though I do havevery specific venues in mind for
these examples, I will neverfeel okay, like ethically, to
(17:56):
name drop a venue in a negativeway on here.
So sorry, all you gossip lovers,you will have to find your
Moving along.
Okay.
So here are some issues thatI've repeatedly experienced at
restaurants in town recently.
Not on this trip.
Okay?
SPEAKER_02 (18:13):
Okay.
SPEAKER_00 (18:13):
Upon arrival to a restaurant, the hostess's first
words are, do you have areservation?
SPEAKER_02 (18:19):
Right.
Not a welcome.
Not a how are you?
Oh,
SPEAKER_00 (18:23):
God.
Great to
SPEAKER_02 (18:23):
see you.
I'm sure that there was no smileor eye contact either.
You know, it's almost like-Don't get me started.
An inconvenience that you choseto walk through the door.
SPEAKER_00 (18:31):
Yeah.
Yeah.
And nine times out of 10,actually 10 out of 10 times, I
don't have a
SPEAKER_02 (18:36):
reservation.
Oh, okay.
SPEAKER_00 (18:40):
So yeah, no.
Next, when I'm seated, a serverimmediately approaches and asks,
what can I get you to drink?
SPEAKER_02 (18:47):
Oh, I totally vibe with this.
Again, just with the greeting,can we start with a good
afternoon, good morning, or goodevening?
Can I introduce myself?
You know, how are you?
Let's have a moment ofconnection before jumping right
into business as usual, right?
SPEAKER_00 (19:01):
Yeah.
Like, I've been here all of 2.5seconds.
I have no idea yet what I wantto drink.
SPEAKER_02 (19:08):
Right.
You just handed me the menu, bythe way, right?
Yeah.
This is where I first see all myoptions.
It makes total sense.
It's so frustrating when that'syour opening line.
SPEAKER_00 (19:16):
Yeah.
Okay.
Moving along.
Okay.
Food arrives, right?
And it's not the temperaturethat it should be, or it has a
small piece of plastic or hairin
SPEAKER_02 (19:27):
it.
Oh, God.
Yeah.
I can totally relate to this,too.
I went to a local burritorestaurant.
restaurant recently and cameback with a hair in my burrito
and I feel like I've had thathappen a few times in the last
couple years it is really apattern and it's so gross I mean
I have a huge full beard I wouldwear a beard net if I needed to
to take good care of mycustomers food I wonder if there
(19:48):
are people out there doing thattoo
SPEAKER_00 (19:49):
I I'm beyond myself Warren
SPEAKER_02 (19:54):
I mean hair no hairs and food is like like food
preparation 101 so of course youare
SPEAKER_00 (20:00):
the plastic was really shocking.
Where did you find
SPEAKER_02 (20:03):
that?
I have to know.
SPEAKER_00 (20:04):
No, I can't tell you where I found
SPEAKER_02 (20:06):
that.
Oh God, but in like a bowl ofchili, I mean.
SPEAKER_00 (20:09):
I'll tell you off air.
SPEAKER_02 (20:10):
Gross.
I have to know because I'm notgoing.
SPEAKER_00 (20:13):
Okay, my favorite.
My favorite.
Ready?
I go out and I'm catching upwith an old friend and we sit at
the table for an extra like hourto even two hours after we're
done eating.
SPEAKER_01 (20:26):
And
SPEAKER_00 (20:27):
the plates are never cleared, nor is our water ever
refilled the entire time we'resitting there.
It's like we paid our check andthe service disappeared.
SPEAKER_02 (20:38):
Right.
You're off the radar.
You're no longer a priority.
You've tipped what you're goingto tip.
You've given what you're goingto give.
You're not going to orderanything else unless we go out
of our way to let them know ofthat.
And it's like, hey, we're stillhere.
We're still a guest of yours.
Please don't just dropacknowledging us, especially
filling water.
I mean, I know the desert'srunning out of it, but we're
(20:58):
thirsty.
SPEAKER_00 (20:59):
What a lost opportunity for the business
too.
I'm there for two hours pastpaying my bill.
The server at any point couldn'tcome up and try to sell us
another beverage.
Are you kidding me?
SPEAKER_02 (21:14):
Honestly, I often feel quite touched when someone
comes over in that scenario tooffer it because it's just
anticipatory service.
You've still been here for awhile.
Can I get you anything else?
It doesn't even have to feellike a sale.
It feels like caring aboutsomeone.
SPEAKER_00 (21:28):
Precisely.
So here's my final one.
SPEAKER_02 (21:30):
Mm-hmm.
SPEAKER_00 (21:31):
Business owners are going to love this one.
Actually, I mean that verysarcastically, guys.
My check is delivered on thisawkward electronic device.
SPEAKER_02 (21:41):
Oh, yes.
SPEAKER_00 (21:41):
And not only is it blinding me in this dark booth,
but now I'm doing my server'sjob by checking myself out.
SPEAKER_02 (21:50):
Exactly.
SPEAKER_00 (21:51):
Which all of the above frustrates me beyond, like
beyond.
But now there are like eightsteps to completing my bill.
When before it was...
literally tip total signature.
SPEAKER_02 (22:04):
I totally vibe with this because nothing ruins the
experience of being served thanbeing asked to serve yourself
the check.
It's such a strange thing thatmaybe business owners think that
they're using technology toenhance the experience, but
honestly, all it's doing isremoving us from it even faster.
We're losing touch.
(22:24):
Right.
It's a dismissal.
It's got to change.
It's got to change.
I agree.
It's I think you bring up veryrelevant information here, and I
know you're not the only personexperiencing these customer
service fails because I feel ittoo.
I know there's a community of uswho feel it out there.
But honestly, we both know thearguments managers make.
(22:45):
It's too hard to find goodemployees.
No one wants to work anymore.
It's work just to get myemployees to do the basic job
requirements, let alone go aboveand beyond.
And finally, my favorite, ofcourse, is that COVID changed
SPEAKER_00 (22:59):
everything.
I love your mimicking.
It's so perfect.
SPEAKER_02 (23:06):
It's cliche.
It's so easy to mimic, folks.
We all have the same excuses, itsounds like.
SPEAKER_00 (23:11):
I seriously hear those arguments all the time.
But I believe it's time that weall take a deep breath and
realize we are survivors.
We are strong.
We can overcome anything.
This crazy world...
(23:31):
wants to throw at us and weactually can be better about
hospitality and upholdingservice standards because the
people who call this place homedeserve it.
SPEAKER_02 (23:42):
That's especially powerful and I completely agree
with you, Brett.
I hope if anyone listeningmissed that part, they rewind 30
seconds and listen again becauseyou do deserve it.
You do deserve that servicestandard.
You do deserve to give that toone another too.
Absolutely.
SPEAKER_00 (23:58):
Thanks, Warren.
To wrap up this epic first I'mcurious if every local were to
embrace the Vegas Strong ethosand apply it to their everyday
lives, what do you think thatmight look like?
SPEAKER_02 (24:11):
Well, Britt, if everyone embraced the Vegas
Strong ethos in their dailylives, I envision a community
where hospitality isn't just ajob requirement, but actually
truly a heartfelt commitment.
Picture this, a city wheredrivers extend courtesy,
patience, and respect for eachother.
SPEAKER_00 (24:31):
Oh my goodness.
SPEAKER_02 (24:31):
Yes.
(25:01):
Can you guess the setting I'mdiscussing?
I
SPEAKER_00 (25:05):
think so, but go ahead.
SPEAKER_02 (25:06):
To me, it's the Vegas Golden Knights.
Yes.
It's the T-Mobile Arena.
SPEAKER_01 (25:12):
Go Knights Go.
SPEAKER_02 (25:13):
Go Knights Go are defending Stanley Cup champions.
It's the fortress.
I'm sure if you're listening tothis, I just got chills
remembering how we all ralliedamong the Vegas Golden Knights,
our first professional sportsexpansion team of major league
sports, coming together, beingthis band of misfit toys from
(25:35):
other teams who didn't havefaith from those previous teams
they played for to become one ofthe finest teams in the National
Hockey League.
I mean, we won the WesternConference.
We went to the Stanley Cup Finalin our very first season.
And I think a lot of that had todo with the drive the players
held in their hearts, inspiredby the events that gave birth to
(25:57):
Vegas Strong.
SPEAKER_00 (25:58):
Well, it was so connected to the community.
Like...
SPEAKER_02 (26:01):
We
SPEAKER_00 (26:02):
had this horrific tragedy.
Our community was completelygrieving and mad and frustrated.
I almost get a sense like wealmost didn't even know what to
do with ourselves.
SPEAKER_02 (26:17):
Right.
Yeah.
SPEAKER_00 (26:19):
And then the Vegas Knights.
SPEAKER_02 (26:20):
Exactly.
This team was already created,but we've poured all of our
passion and our togetherness andour belief in one another into
this team.
And they responded with one ofthe most historic seasons in
sports history.
And we could be proud of that.
No one can take it back.
And now, especially right now,as the defending champions, we
(26:41):
see the symptoms of aVegas-drawn community all
throughout the Fortress.
SPEAKER_00 (26:45):
And you've been to a game, clearly, obviously.
SPEAKER_02 (26:47):
Amen.
Right?
I have.
SPEAKER_00 (26:49):
Anybody who hasn't been to a game yet, oh my gosh.
SPEAKER_01 (26:53):
Go!
SPEAKER_00 (26:53):
You have to experience this, guys.
SPEAKER_01 (26:55):
Yeah.
SPEAKER_00 (26:56):
It is wild.
I think that the Vegas-strongethos is absolutely Exactly.
SPEAKER_02 (27:07):
The fortress philosophy, as I like to call
it.
And I'd love to see thatstretched out.
The amount of high-fiving we dowith each other in the stands
after a goal.
Do that to your neighbor whenyou come home from work.
Do that for one another when wepatronize each other at our
various businesses.
Let's be sure to have eachother's back.
(27:27):
And remember, we're in thistogether and we can celebrate
together every little bit.
little victory.
It's a beautiful thing.
I really would love to see thefortress philosophy saram
wrapped around our community.
SPEAKER_00 (27:39):
Oh, gosh, that sounds amazing.
And that's exactly what I'mtalking about, right?
Like, I imagine that in anysetting around town, simple
gestures of kindness, likesaying hello to a stranger
walking by, introducingourselves to new people with an
actual handshake.
SPEAKER_02 (27:55):
Without hand sanitizer to follow soon after,
just saying.
SPEAKER_00 (27:58):
Yeah, I mean, you do you.
I don't use hand sanitizer, buta lot of people do and they like
it.
So whatever.
Let them use their handsanitizer.
But a handshake is so customaryand it's such a bond.
So bringing that back, holding adoor open, not just the person
(28:18):
who's holding the door, but theperson walking through,
acknowledge that the otherperson held the door for them.
Oh, totally.
SPEAKER_02 (28:25):
Yeah.
I try to keep chivalry alive andI'll get the door for eight out
of 10 people, regardless of thegender space.
And it's amazing how many justwhisk right on by, not even
noticing.
SPEAKER_00 (28:35):
No thank you.
Yeah.
No, hey, cool.
SPEAKER_02 (28:38):
So weird.
SPEAKER_00 (28:39):
Yeah.
It's like this weird silentthing that's happening.
I think to add to that, it'sjust like the simple please and
thank yous.
SPEAKER_02 (28:48):
Amen.
SPEAKER_00 (28:49):
Where did those go?
It
SPEAKER_02 (28:50):
seems like those things are pretty easy to do,
right?
SPEAKER_00 (28:53):
Let's elevate the standard of human connection and
consideration just in general.
Because Vegas Strong isn't justa phrase, but actually a way of
life.
If each
SPEAKER_02 (29:08):
of us adopts this Vegas-drawn philosophy or the
fortress philosophy, it's allnice and stretched.
I love it.
I'm sorry.
I want to put it on a t-shirt.
It's not just a change inbehavior.
It's a cultural shift towards amore loving, respectful, and
empathetic living environment.
And who doesn't want that?
SPEAKER_00 (29:23):
Right?
But let's not forget, okay?
Like this kind of a shift isn'tjust a one-time thing.
It will require effort on aregular basis.
change takes time and practice,as we all know, especially if
this stuff doesn't comenaturally.
But that process can totallystart right now if you choose
it.
SPEAKER_02 (29:43):
That's a powerful vision.
Britt, I truly believe VegasStrong will become part of our
everyday lives and other citieswill actually be jealous of what
Vegas community really means.
SPEAKER_00 (29:52):
Well, they should be jealous.
Well, Warren, we did it.
We hosted our very firstepisode.
It was a little interesting.
intense as perhaps any toughtopic would be, but I think we
brought it home with someencouragement and motivation.
Well done, friend.
SPEAKER_02 (30:09):
You were positively scrum-trelescent.
Before we go, we'd like to wisheveryone a wonderful
Thanksgiving holiday next week.
Stay safe during this FormulaOne weekend, okay?
Please be patient with eachother, most especially in this
strange time where none of usare really aware of how we're
getting from point A to point Bin so many different ways.
Patience.
(30:29):
Patience.
Britt, I sure know what I'mgrateful for this year.
You guys are amazing.
Our listeners, of course.
Thank you so much for thesupport already.
This is just our first episode,but we have so many of you
already so excited for thiscontent.
Should we leave our listeners,Britt, with a little teaser of
what our next episode shouldlook like?
SPEAKER_00 (30:48):
Oh, I love a surprise, but hints are fun.
So let's just leave them withlike two words.
Nightmare guests.
Boo.
Boo.
SPEAKER_02 (31:00):
Oh, boy.
You know, that'll be fun.
We love discussing when we gowrong as those guests.
It's going to be great.
And that's a wrap on anothercritical, or should I say
critical, episode of the VegasStrawn Revival.
We hope you enjoyed theconversation and found it as
compelling as we did.
SPEAKER_00 (31:18):
We'd like to extend our deepest gratitude to our
amazing listeners for takingtime to listen and engage with
us.
Your support is trulyinvaluable.
SPEAKER_02 (31:26):
Remember, the Vegas Strawn spirit is all about
coming together.
So please share this podcastwith your friends your
colleagues in the hospitalityindustry as well as anyone who
loves the local Las Vegas asmuch as we do
SPEAKER_00 (31:37):
if you have any suggestions ideas for future
shows or even if you'd like tobe a guest on a future episode
don't hesitate to reach out youcan connect with us on our
website our Facebook page oreven leave us a voicemail on our
super cool podcast hotline
SPEAKER_02 (31:52):
before we go make sure to subscribe to our show on
your favorite podcast platformso you never miss an episode we
release new content every Friday
SPEAKER_00 (31:59):
thanks again Las Vegas and let's continue to
revive our city's passion forpersonalized service together.
SPEAKER_02 (32:05):
From Warren Sprigg and Britt Whalen, stay strong
Vegas!
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