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Regret, in other words, is the best worst feeling. It serves as a rich source of information about ourselves: about what we value, what we want most in life, how we believe we should act, and who we hope to be. The philosopher Avishai Margalit once pointed out that the smallest possible moral community consists of one's current self and one's future self.
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But what about regulations and stuff, Reynolds! Your company is all fluffy marketing and shiny things but I have to worry about compliance and blah blah blah! Delete the scoop?
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Consider this advice for handling upset customers with grace, humor and honesty.
You don't need a policy, you need a commitment. Whether it's a complaint about the product quality, the pricing, or a corporate practice, you need to commit to responding to any and all complaints that people have. Delete the scoop?
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