The Doorman Fallacy

The Doorman Fallacy, coined by Rory Sutherland:

The ‘doorman fallacy’, as I call it, is what happens when your strategy becomes synonymous with cost-saving and efficiency; first you define a hotel doorman’s role as ‘opening the door’, then you replace his role with an automatic door-opening mechanism.

The problem arises because opening the door is only the notional role of a doorman; his other, less definable sources of value lie in a multiplicity of other functions, in addition to door-opening: taxi-hailing, security, vagrant discouragement, customer recognition, as well as in signalling the status of the hotel. The doorman may actually increase what you can charge for a night’s stay in your hotel.

It’s a long time since I’ve linked to Sutherland; I did it in 2011 and 2012.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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