We set targets that scare us and work backwards from them.
Every feature decision starts with one question: does this help a GM run a better hotel? If the answer isn't an immediate yes, it doesn't ship.
If a 60-year-old GM can't use it in 5 minutes, it's broken. Simple products that work are harder to build and worth infinitely more.
We don't have a blame culture. We have an accountability culture. When something goes wrong, we own it, fix it, and learn from it. No excuses.