One bad experience with a customer doesn’t define the experience of everyone else. The lazy leader may see one bad experience or report as confirmation of what he already believes and use the singular story to change everything he doesn’t like. Positive change doesn’t require a catastrophe to justify it. It does take the hard work to inspire and cast vision on why change is needed when the status quo isn’t that bad. This is especially true when today’s status quo was yesterday’s necessary change and win. Demonizing something based on a small sample size may be easy but it discredits and dishonors the past and its leadership.