Could Your Company Pass the Marshmallow Test?

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I already put this to use today. My sister commented on something I shared on FB and I immediately wanted to say "Really, on my business page?" as people just say whatever they feel like saying to the world. I didn't. I thought about the marshmallows and decided to ignore it.
Thank you Don Pepper for at least this one instance of preventing me from "leaping before I look"
 
Years ago dh ordered parts for something he was fixing. He couldn't tell from the diagram online if all the parts were in the kit so he ordered the kit and some extra parts.
The company called and asked if he needed extra parts because it was all in the kit and they didn't want him to buy more than he needed.
Looking out for the customer and themselves as they did not then have to deal with a customer wanting to do a return.
Maybe we do this, too, when we suggest guests stay somewhere more suited to their needs than us.
 
We do this when we are talking to the customer about the rooms. Our medium room is actually our best value, if you ask us. We sometimes talk people up or down to those size rooms, regardless of our income. Sometimes we upgrade them to it as well.
We try not to change when we get a bad TA. But I do admit that it often creates weeks of lively discussions at the breakfast table when people want to know about the crackpot.
We also do this when it comes to restaurants. There are a few that are really worth the splurge if you are the right type of person. But there are others which aren't and we can send guests to lesser known restaurants that are as good or better. But then we only have a few hundred to choose from in the neighbourhood.
 
This has very deep roots. We talk about it all the time on this forum. It is often in the background of the comments people share. Yet, so many innkeepers we have met locally are short-sited in both customer relations and peer-to-peer relationships. An extra $100 bucks in your pocket today because you wouldn't alter your policy for a peer's benefit, and a $10,000 loss over the lifetime of your business because they stop sending you guests.
 
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