What is the Knowing-Doing Gap?

The knowing-doing gap is that frustrating chasm between knowing what to do and actually doing it. It’s the difference between understanding best practices in customer service or leadership—and applying them under pressure. Many of us get stuck in the “knowing” phase, reading, learning, and analyzing without transforming those insights into action.

“The gap between knowing and doing is greater than the gap between ignorance and knowledge.” — Bill Treasurer

A Simple Framework to Bridge the Gap

To close the knowing-doing gap, you need an action-oriented approach that builds consistency. Try using the A.I.M. framework: Assess, Implement, Maintain.

1. Assess

Break down what you know into actionable pieces. Choose one or two specific things that you know would make the biggest difference in your role. Avoid overwhelming yourself with trying to change everything at once—focus is key.

2. Implement

Start small but start today. Pick a single scenario to apply this insight and act on it. This could be as simple as remembering a guest’s name or providing one extra touchpoint in service. By applying just one small change, you build the muscle of doing.

3. Maintain

Consistency is everything. Commit to your new habit for a set period, like 30 days, and measure your impact. If it works, keep refining it; if it doesn’t, adjust and test again. The key here is iteration, not perfection.

Examples of Closing the Gap in Action

1. Concierge Service Example

Think of a concierge who knows that personalization enhances guest experience. Knowledge alone, though, doesn’t create impact. Imagine the concierge starts the day by selecting three guests to greet by name and ask about specific preferences noted in their profiles—favorite restaurant, preferred room temperature, or special occasion. This small shift, practiced daily, transforms the knowing-doing gap into a memorable guest experience.

2. Food & Beverage Example

In F&B, a server understands that guest satisfaction often depends on timeliness and attention to detail. Rather than simply knowing this, they could implement a quick “visual scan” every five minutes, checking if any guest looks like they need something or if tables need clearing. This habit, reinforced consistently, turns insight into action and elevates service with minimal effort.

3. Housekeeping Example

A housekeeping manager knows that cleanliness is critical to guest satisfaction, especially small details. Instead of just knowing this, they make it actionable by adopting a final checklist for their team to ensure details like pillow alignment, light switches, and shower handles are spotless. Reinforcing this practice daily bridges the gap and consistently exceeds guest expectations.

Final Thought

It’s tempting to gather insights without action, but true growth lives in implementation. Pick a simple action today, apply it, and watch your career transform from what you know to what you do.

“It’s not about ideas. It’s about making ideas happen.” — Scott Belsky