It was 3AM in December when my phone rang. A smoke alarm had gone off in one of my units. No smoke, no fire—but the guests were scared. Outside, Boston was buried in snow. Still, I threw on a jacket and went. Not to silence an alarm. To show up. To reassure. To calm an scared customer. To show that we are on top of everything. And also—to make sure everything really was okay. Because when you’re the one running the business, you’re not just calming guests. You’re also protecting the thing you’ve built. Sometimes, it’s about empathy.Sometimes, it’s about…
