MANAGEMENT ARTICLE

To Forgive an Employee Who Caused Customer Harm or Establish Principles — A Leader's Most Difficult Decision

The most uncomfortable question for leaders. Every leader eventually faces this situation: a trusted longtime employee or a developing team member causes irrevocable harm to a customer. It could be a mistake, a misjudgment, or, in some cases, a clear ethical violation.

KBR 편집부Published 2026년 4월 14일Updated 2026년 4월 14일

To Forgive an Employee Who Caused Customer Harm or Establish Principles — A Leader's Most Difficult Decision

The Most Uncomfortable Question for Leaders Every leader eventually faces this situation: a trusted longtime employee or a developing team member causes irrevocable harm to a customer. It could be a mistake, a misjudgment, or, in some cases, a clear ethical violation.…

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