Corporations, being founded on a theory of Homo Economicus, naturally believe that when someone complains, they are merely seeking personal redress.

That’s true, but it isn’t the whole story.

Most often people want recognition of their own case AND to make sure it doesn’t happen to someone else.   Sometimes people just want to make sure the mistake isn’t repeated.

That means “Sorry” is never enough, even when accompanied by compensation.   What people really want to see is evidence that the mistake is being rectified.  That systems and process are changed to ensure it can’t be repeated.

Otherwise, the only conclusion to be drawn is that it wasn’t a mistake, but policy.   And compensation a bribe to keep your mouth shut.

 

Check out this Twitter thread from George Monbiot to see what I mean.

And this thread for the complaint that started it.