Comment by BryantD

I don’t think they’ve done well, and I think we can say that regardless of our opinion of this choice unless you think they should never deny service.

The mistake they’re making is this: they’re treating each event like a unicorn. They need to consider the overall decision making process. What are the inputs? What are the outputs? And they need to make these transparent.

The failure to do this results in the CEO publicly regretting previous ad hoc decisions. It’s also bad for the Internet. If you need to maintain the option to remove a customer — and you do — you need to be clear, consistent, and transparent.

It’s similar to ransomware decisions. You don’t want to make a decision about paying or not paying ransomware while you’re under pressure. Stress damages your ability to make rational decisions. Write a playbook and use it as your base for decision making.