There are three points for managerial reflection worth keeping in mind. First, it is important to be careful when judging from intrinsic incompatibility. Any slip can have different consequences from the perspective of an affected customer. Each company has distinct competitive strategies, which can lead to diverse interpretations of a mistake. It is crucial to remember that a competitor's error will not necessarily be beneficial to you. By keeping in mind that companies' strategies are internally reinforcing and externally incompatible, it is possible to avoid the mistake of celebrating others' stumbles. It is important to keep communication lines open with alternative suppliers in case of issues with current suppliers.
In a highly competitive environment, it is common to wish for a competitor's failure, especially if it implies the opportunity to gain an unsatisfied customer. However, it is essential to remember that empathy and rationality should prevail in business interactions, avoiding disproportionate reactions to others' mistakes. It is necessary to reflect on the implications that a competitor's mistakes may have on the business landscape and seek to understand the perspective of the affected customer.
An excessive reaction can lead to unpredictable consequences, so it is important to remain calm and analyze the situation objectively. The way one reacts to a mistake can have a significant impact on the perception that customers, and the industry in general, have of the company. Remembering that no operation is infallible and that humility in recognizing one's own mistakes is key to maintaining business integrity. As the saying goes, "never interrupt a competitor when they are making a mistake," as each one is responsible for their own errors and there is no guarantee that others' misfortunes will become one's own benefit.
