Too many organizations overreact when a customer does something negative.
Look at the signs you see at most organizations. What language do the signs use?
You see words like "Don't", "Prohibited", "No".
All words your guests and customers shouldn't hear if you are trying to delight them.
You can not overreact when one customer tries to scam you, or file a false complaint. It is the cost of doing business. You have to be careful not to offend the rest of your customers because of the behavior of one person.
You should remove hassles for customers, not add more. Rules and signs you put in place because of bad customers create new hassles for your best customers.
Referenced in this episode: Raving Fans by Ken Blanchard
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