Anything You Want

Don't punish everyone for one person's mistake

The little diner near me has these big warning signs posted everywhere:

WE RESERVE THE RIGHT TO REFUSE SERVICE TO ANYONE FOR ANY

REASON

ALL ORDERS ARE FINAL! ABSOLUTELY NO REFUNDS!

NO SHOES, NO SHIRT, NO SERVICE

NO CELLPHONES. NO PHOTOS. NO VIDEOS.

NO LOITERING! RESTROOM FOR CUSTOMERS ONLY!

ALL  VIOLATORS  WILL  BE  PROSECUTED  TO  THE  FULLEST  EXTENT

OF THE LAW

Poor business owner needs a hug. Every time someone upsets him, he punishes

al his future customers forever.

When I was six, I attended a strict little school in Abingdon, England. Early in

the year, someone spil ed grape juice. So grape juice was banished for the rest of

the year. Later, someone spil ed orange juice, so orange juice was banished for

the rest of the year. Eventual y we were al owed nothing but water.

Several years ago, one guy tried to light his shoes on fire on a plane. Now, and

for al future time, mil ions of people a day have to queue up to take their shoes

off at the airport—because of that one dumb moment.

As  a  business  owner,  when  you  get  screwed  over  by  someone,  you  might  be

tempted to make a big grand policy that you think wil prevent your ever getting

screwed over again.

---

One employee can't focus and spends his time surfing the Web. Instead of just

firing or reassigning that person to more chal enging work, the company instal s

an  expensive  content-approving  firewal  so  that  nobody  can  go  to  unapproved

sites ever again.

It's important to resist that simplistic, angry, reactionary urge to punish everyone,

and step back to look at the big picture.

In the moment, you're angry, and focusing only on that one awful person who

did you wrong. Your thinking is clouded. You start thinking everyone is awful,

and the whole world is against you. This is a horrible time to make a new policy.

When one customer wrongs you, remember the hundred thousand who did not.

You're lucky to own your own business. Life is good.

You can't prevent bad things from happening. Learn to shrug.

Resist the urge to punish everyone for one person's mistake.