The hidden tax of slow decisions | The “Name It, Solve It” rule | When a guest finds a dirty room | The hotel room that’s also a plane
The Hidden Cost of "Just One More Thing" | The 30-second Rule for Service Recovery | When a Guest Threatens a Bad Review | The Biggest Hotel Chain You Are Not Thinking About
The cost of too many choices | Zero tolerance for request silos | When a guest makes a scene | Room (Dis)Service
The cost of complexity | Wake-up call problem | When the elevator breaks down | The Ritz-Carlton's 10-5 Rule
The peak end rule | The two minute rule for guest requests | When the wi-fi goes down | The Ritz-Carlton's $2,000 Rule
