Sometimes we have a choice between what is correct and what is right.

What’s “correct” is often bureaucratic or compliant with rules and regulations. Often those same rules and regulations fly in the face of common sense, decency, and the dignity we owe others.

When a customer’s computer catches fire with no fault on their part, obviously due to a manufacturer’s defect, we have a choice. We can do the correct thing: quote the manual and say there’s nothing we can do. Or worse yet, we can say:

“You should have bought the warranty.”

Or we can do the right thing: acknowledge the problem and take responsibility. We can help the person who put her faith in us and our product or service.

Correct or right—it’s a choice.

We must improve our ability to make the proper choice when the time comes.

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