Resist the urge to punish everyone for one person’s mistake

«WE RESERVE THE RIGHT TO REFUSE SERVICE TO ANYONE FOR ANY REASON», some little business owners need a good hug. Poor guys. Every time someone upsets them, they punishe all their future customers forever. When you get screwed-over by someone, it’s tempting to make a big grand policy you think will prevent you from ever getting screwed-over again. One employee can’t focus, and spends their time surfing the ‘net. Instead of just reassigning that person to more challenging work or even show him the door, the company installs an expensive content-approving firewall so that nobody can go to unapproved sites ever again.

In the moment, you’re angry, and focusing only on that one awful person that did you wrong. Your thinking is clouded. You start thinking everyone is awful, and see the world as against you. This is a horrible time to make a new policy. When one customer wrongs you, remember the 100 that did not.

You can’t prevent bad things from happening.


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