People are not always entirely rational. Of course we’re not. We have a right brain as well as a left brain, or at least most of us do, and for some of us the emotional part seems to dominate quite a lot of the time. Nonetheless, sometimes our actions appear to make little sense whichever part of the brain is in charge.
I imagine the offices of the LA Fitness HQ last Wednesday morning were quite fraught, with lots of finger pointing, a few red faces and a lot of emails to sort through. If ever there were an example of when companies should deviate from their rulebook, this was it. And if ever there were a salutary lesson in risk management in the age of social media, you couldn’t do better than this one.