Long ago in Delhi, the British put up a sign:
“We pay for every dead cobra.”
At first, brilliant. Dead cobras poured in.
Then people started breeding cobras just to kill them.
When the scheme was scrapped, the breeders released their snakes.
Result? More cobras than before.
That’s the Cobra Effect, a well-intended incentive that backfires.
Now imagine a hotel rewarding staff for every positive guest review.
At first, reviews skyrocket.
But soon, staff focus more on collecting reviews than on giving great service.
When the reward is removed, the habit of authentic care has eroded, and guest satisfaction slips.
The lesson: Short-term carrots can breed long-term cobras.
Lasting success in hospitality comes from culture, pride in service, and intrinsic motivation, not just dangling incentives.
“We pay for every dead cobra.”
At first, brilliant. Dead cobras poured in.
Then people started breeding cobras just to kill them.
When the scheme was scrapped, the breeders released their snakes.
Result? More cobras than before.
That’s the Cobra Effect, a well-intended incentive that backfires.
Now imagine a hotel rewarding staff for every positive guest review.
At first, reviews skyrocket.
But soon, staff focus more on collecting reviews than on giving great service.
When the reward is removed, the habit of authentic care has eroded, and guest satisfaction slips.
The lesson: Short-term carrots can breed long-term cobras.
Lasting success in hospitality comes from culture, pride in service, and intrinsic motivation, not just dangling incentives.
Long ago in Delhi, the British put up a sign:
“We pay for every dead cobra.”
At first, brilliant. Dead cobras poured in.
Then people started breeding cobras just to kill them.
When the scheme was scrapped, the breeders released their snakes.
Result? More cobras than before.
That’s the Cobra Effect, a well-intended incentive that backfires.
Now imagine a hotel rewarding staff for every positive guest review.
At first, reviews skyrocket.
But soon, staff focus more on collecting reviews than on giving great service.
When the reward is removed, the habit of authentic care has eroded, and guest satisfaction slips.
The lesson: Short-term carrots can breed long-term cobras.
Lasting success in hospitality comes from culture, pride in service, and intrinsic motivation, not just dangling incentives.
