Why Sometimes You Should Always Leave a Mistake—The Art of “Malicious Compliance” in Customer Service
Let’s set the scene: It’s the 1990s, the Chicago suburbs hum with the sounds of dot matrix printers, $5,000 scanners, and the faint aroma of toner. You’re a designer painstakingly laying out newspaper inserts by hand, battling not only with technology but with the one adversary who always finds something wrong—a customer whose superpower is never approving the first proof. Sound familiar?
If you’ve ever worked in any service industry, you know this customer. The one who’ll find a crooked line with the precision of a laser-guided missile, or claim a bolded word is just a shade too bold. So, what do you do when perfection isn’t enough? You give them exactly what they want—a mistake to fix.