Do customers truly understand the “why” in the things that we ask them? Contract language , labor regulations, gratuity charges, revenue management, rental fees, etc. Do we assume they understand, rather than assume ask them if they understand. How about a webinar for your customers to understand the why behind what we ask for? How about asking would you like me to review any if the clauses in your contract with you? Can I explain why room rental is needed? And how about you. Do you understand what they are being asked to do in their role? Do you think the opportunity for your/our success can be increased if we manage our relationships in a different way ?