Instead of asking, “How much do I value this item?” we should ask “If I did not own this item, how much would I pay to obtain it?”
I was at a Hilton a few weeks ago. They had taken this absurdity to its logical end. There was a huge sign in the lobby that said, “Our goal is to exceed the customer’s expectation.” The best way to start would be to take down that bullshit sign that just reminds me, as a customer, how cosmic the gap is between what businesses say and what they do.
Filed under: bullshit.
You can tell when rhetoric is empty — and therefore should be cut — because it would never be possible to say the alternative.
If you study the root causes of business disasters, over and over you’ll find this predisposition toward endeavors that offer immediate gratification. If you look at personal lives through that lens, you’ll see the same stunning and sobering pattern: people allocating fewer and fewer resources to the things they would have once said mattered most.