I stayed in a new hotel
a few days ago.
The staff was great.
The experience was amazing.
Occupancy was low.
I want this hotel
to do well.
But…
The complimentary breakfast area
can barely fit
the number of guests
they currently have.
If I promote this hotel
to others
and it becomes busier,
I risk losing access
to the complimentary breakfast.
MY experience will suffer.
Greatly.
If the average person
sees the situation
the way I do,
they won’t tell others
about the hotel.
They will keep quiet
about their amazing experience.
If you want existing customers
to promote
your business to others,
ensure they know
their experience won’t suffer
if you gain more customers.
That could mean
building more capacity
than you currently need.