“Football is a mistake. It combines the two worst elements of American life. Violence and committee meetings.”
—George F. Will
There are lots of things in the world that are hard to believe, but when it comes to managing multiple mistakes, we constantly find ourselves looking at news stories and saying, “How did they do that?” In most cases, it was easy to mess up very badly:
• An Eastern Airlines flight attendant led passengers in singing Christmas carols while standing in a Florida swamp on a dark December night after a crash caused by a burned out light bulb.
• In 1999, The Coca-Cola Company downplayed reports of sick kids in Belgium who blamed their condition on Coke, losing customer confidence in the process. As ...