“It should be at the Top… or maybe the Bottom”

Hayden is doing remote learning. Classic setup. Laptop open. Teacher on Teams. Everyone pretending this is smooth. He couldn’t find where the tasks were. So he asks. The answer?

“It should be at the top right… but for some people it might be at the bottom. I’m actually not sure.” Let that sink in.

We spend thousands on tools. We talk about digital transformation. We push systems into every corner of operations. And then…we don’t actually know how they work.

The Real Problem ISN'T the

Tool

Most people blame software: “It’s not intuitive.” “It’s complicated.” “It doesn’t work.”

But that’s rarely the real issue. The issue is: People don’t fully understand what they’re using.

And instead of admitting that, we create vague instructions: “It should be somewhere there…” “Just click around…”

That’s not guidance. That’s guesswork dressed up as confidence.

Now bring this into hospitality. You have:

• A PMS, AN RMS, A CRM, A POS, A ETC.

Ask 10 people how something works. You’ll get 10 different answers....reminds me of the good old: Ask 10 revenue managers to use same data set and you get 10 different interpretations.

Not because the system is broken. Because the understanding is.

Confusion IS Expensive...oh yes it is!

When systems aren’t clearly understood:

• Teams hesitate - "No use"

• Decisions slow down - "Let's wait"

• Errors increase - hmmmmm, system right?!?!

But the worst part? People stop trusting the tools.

So instead of using them properly…they work around them - excel anyone??? Come on...you have an RMS and first question is: Can I download? Only to put it into my spreadsheet that does the same....just in blue.

In short: Manual fixes. Excel sheets. Side conversations.

And suddenly your “tech stack” becomes a very expensive suggestion.

The Second Moment (this one matters even more)

So...later in the session, my son finds the task.

He says: “Ms.....Yay. I found it.”

Simple. Positive. Done.

But ...here is the kicker: he didn’t raise his hand.

So he gets told: “Don’t speak. Imagine if 25 people all spoke.”

And just like that… You shut down initiative.

What was missing?

Not control. Not structure. Just one thing: Acknowledgment.

A simple: “Great, well done.” That’s it.

No chaos. No disruption. No system breakdown. Just recognition.

Why this happens everywhere

We design systems for control. But we forget about human behavior.

In business, this shows up all the time:

• Employees stop speaking up

• Ideas don’t get shared

• Small wins go unnoticed

Not because people don’t care. Because they learn quickly: “This is not a place where it’s worth it.”

Revenue Management Angle (because this is where it hurts)

We build tools to guide decisions.

We expect teams to:

• Follow recommendations

• Use dashboards

• Act on insights

But if:

• The system isn’t clearly understood

• The guidance isn’t consistent

• The feedback loop is missing

Then adoption dies. And when adoption dies…your entire strategy becomes theory.

The Real Job

It’s not implementing tools. It’s creating clarity and confidence around them. And it’s not just about processes. It’s about people.

You need:

• Clear answers (not “somewhere top or bottom”)

• Clear ownership (who knows what)

• Clear reinforcement (what good looks like)

And most importantly: Acknowledgment of progress.

Because here’s the truth: People don’t repeat what is instructed. They repeat what is recognized.

The Conclusion

Bad systems create confusion. But unclear people make it worse.

And when you combine that with a lack of acknowledgment…you don’t just lose efficiency. You lose engagement.

So next time something isn’t working, don’t jump straight to: “We need a better tool.”

Ask:

• Do we actually understand what we have?

• Are we giving clear guidance?

• Are we reinforcing the right behavior?

Because most of the time…the system isn’t the problem. We are.

Love, Fabi

Bit about me: I’m Fabian Bartnick, also known as Fabi — a Commercial Intelligence Leader who helps companies make better decisions by connecting data, marketing, sales, revenue management, and communication.

Over the past years I’ve built and exited hospitality tech companies, trained thousands of leaders worldwide, invested in startups, and helped organizations align their commercial teams to drive measurable growth. TL;DR: I make people better and companies more money by changing the way they think.