Seth Godin wrote a very interesting article about “teaching your customers a lesson”. Click here to read it.

It’s a real life story about a package that was returned by the post office for being less than 1% short on postage!!
I totally agree that we overreact too slightly on bad behavior because we worry (you know: “If we don’t slam this door shut, then everyone will do it…”). This is such a nice example of a stupid dogma: people normally don’t take advantage of that “open” door! And if they do, then there is still plenty of time to react to their so called “bad behavior”.

So quality is also: “Be kind and tolerant to your customers if they cross a line”. Don’t be the bully that yells at them to show them that they have done something wrong (if you want to keep your customers of course).