Rory Sutherland Rory Sutherland

The price of looking busy

issue 07 July 2018

The behavioural scientist Dan Ariely once found himself chatting to a locksmith with a curious problem. The better he became at replacing locks, the less he got paid. In the early days, he explained, he might wrestle for hours with a jammed lock, but because his inexperience made his job look difficult, his customers would pay without demur, often adding a tip.

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