Tuesday, July 09, 2013

What's Tested is What's Taught

Daniel Engber:
“Toothpaste has always been a secondary consideration within hospitality,” said Tim Kersley, senior vice president at Gilchrist & Soames, the high-end toiletries provider. Like the hotel executives, he attributes this neglect at least in part to the influence of the ratings guides. But when I contacted AAA to ask why they’re throwing diamonds at bars of soap but holding back on toothpaste, I got the runaround.
“The diamond ratings come from what we typically see,” a AAA employee told me. “Toothpaste is not something they typically put out.”
“So you don’t give ratings based on toothpaste because hotels don’t give toothpaste to their guests?” I asked.
“Yes,” she said.
“But the hotels told me the same thing—they said they don’t give toothpaste because of your ratings.”
“So I guess it’s a chicken-or-the-egg situation?”
“A what?”
“A chicken-or-the-egg.”
“I’m sorry, a what?”

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