Two Ways to Operate a Hotel Gift Shop

Imagine everyone entering the store has a $20 bill taped to their forehead.

Hustle, plot, and scheme - your job is to get as much of that $20 as possible.  

And use all the tactics - high-pressure tactics, annoying upsells, and sign them up for email spam. 

Consider another way. 

Imagine starting with different questions. How much value, delight, and personal touch can we cram into the experience for $20 per person? 

What if we focus on delivering customer delight with a relentless curiosity about what has value?

This was not about running a gift shop.