Robin Waite uses airline overbooking as an example of what happens when you take on too many customers. Stretched resources degrade service quality, trigger refunds and negative reviews, and leave everyone frustrated.
Did you know that having too much money can make you miserable? If you think about what's going on in the airline industry, canceling flights, paying out huge refunds to customers, which is resulting in lots of bad reviews and negative press. This is all down to the airlines overbooking their flights. Yes, they've made a ton of money upfront, which is great. However, like them as a small business owner, if you take on too many clients, you're going to leave yourself feeling stretched. You're going to deliver a poor quality of service to your clients, and it will ultimately end up leaving you and your customer feeling incredibly frustrated.
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