You’ve heard this story before:

New York hotel charges a $4 fee to receive an overnight envelope for a guest. And they won’t bring it up to the guest room. And they’re rude about it.

So the guest moves an upcoming family vacation to another hotel (3 rooms x 7 nights). And the guest’s spouse is an event planner, who puts the hotel on the yuck list for future conferences and company travel. And the guest goes to a big conference the next day and tells the story to everyone (not to be mean, just making conversation). And the guest adds a bad review to TripAdvisor.

Guest is the key word here, and anyone in the hospitality business who can’t get their head around the idea of being nice to your guests deserves to fail.