The exception and the rule

Recently, I took a trip that needed to be altered. I canceled the second leg. The flight cost significantly more occupying the same seat that was half the miles. With an opportunity for the flight to sell that ticket again.

The reason? I didn’t read the fine print.

We lose trust, attention, the benefit of the doubt, and the chance to delight the people we seek to serve because of the fine print.

This leads us to ask what are we in business for? What purpose are we here? Because once you define the mission the behaviors and decisions follow.

It is much easier to decide how to handle exceptions to the rule when you know how you want to treat the people around you.