Imagine you own a restaurant. It’s a small, cozy place that caters to families and has a great reputation not only for the food but also for the atmosphere. One evening, a customer comes in and orders that night’s special. When his entrée arrives, he takes issue first with the temperature and then with the taste of the dish. Having already served it to dozens of other patrons already this evening, your staff is both surprised and skeptical. After they apologize and offer his dinner for free, the customer continues to complain loudly, becoming the focal point of the entire restaurant.
A football coach in Utah recently went to great lengths to make sure his players understand the importance of high-school athletics—that is, he suspended almost the entire team because they were skipping class, had poor grades, and were even participating in bullying a fellow student.