Richard Branson. My rules (№ 454990)

We are constantly using the “look at yourself” approach - our hotels are about to open, and I am going to invite Virgin Hotels managers to regularly stay overnight (without warning) in randomly selected rooms of their hotels. A short inspection of the rooms during the day does not give any idea of the impressions that the overnight guest will have. If you want to know exactly what you're selling, look at your service through the eyes of a consumer.