The Demand #
Before your next predictable Guest request comes in tomorrow — a birthday, a special occasion, a routine ask — refuse the default response you'd normally give. Find the Highest Uncommon Denominator: the response that's still deliverable with what you actually have, but that no one expects. Do it once, on purpose, and watch what it does to the table.
The Work #
Name one predictable Guest moment your operation runs every week — a birthday, a routine ask, a common occurrence:
What is the industry-default, commonplace response to it right now in your building?
Design the Highest Uncommon Denominator — the response that's still deliverable with what you actually have, but that no one expects:
The next occurrence of this moment where you will run the new response, on purpose:
