The price of inaction is more than the cost of making a mistake
Inaction is described as the lack of action where some is expected or appropriate. Other words associated with inaction are; inertia, non-action, passivity, passiveness, immobility, indifference, slackness, apathy, laxity, idleness.
‘Why does not the government do something about this?’ is an oft-voiced complaint in TV debates, opinion narratives, and letters to the editor, at informal get-togethers and on social media platforms. Again, these views or opinions are expressed in retrospect. “Why didn’t the government do something about this?” Case study in history is the terrorist cell that had been operating unchecked in Sri Lanka, until it stuck on that fateful Easter Sunday in 2019, killing 269 innocent people. A chilling example of the famous quote by Meister Eckhart, when he said, “The price of inaction is far greater than the cost of making a mistake”. How true.
I recall, several years ago, whilst waiting to board my return flight to Sri Lanka, walking into a duty free shop selling cameras, at London’s Heathrow airport in the company of a Sri Lankan (let’s call him Mr. X), who was the Chairman of a family owned large shipping Company. He wanted to buy some camera lenses for his two sons. At the first store we walked into, there was a white-skinned salesman who stayed a distance away, without even acknowledging our entry into the shop. I guess he thought us to be two Asians who were merely whiling away the time and did not wish to waste his idle time. Put off by the sales guy’s apathy,, we immediately exited and went to the adjoining shop. As soon as we entered, a young salesman of Indian origin hurried over and pleasantly greeted us whilst offering help. To cut to the chase, Mr. X purchased some very expensive camera lenses totaling over £3,000!
The inaction of the sales person at the first shop we visited resulted in lost business, lost income and, had the store owner become aware of the consequence of the behaviour of his employee - even a lost job. It is important; however, to understand that inaction is not just the lack of action. Some people don’t like where they work…at all. It can be for several reasons – perhaps they despise the way the supervisor treats them. And since there work environment is toxic, will come to work, do the minimum of what is expected of them, be physically present but mentally elsewhere, collect their paycheck, and go home – only to repeat the cycle each day.
Inaction can also be interpreted as a conscious choice not to act. When your business is all ‘hunky dory’ and your strategy is ‘spot on’ where you are content with your growth rate, your range of offerings, your customer satisfaction ratings and the state of your position in the category compared to your competition, inaction may be forgiven. But what usually follows in such a scenario is complacency. Historically, complacency has been the downfall of some of the best known companies.
Then there are those do not lack the inability to take action, but have an inability to take the appropriate action. There can be many reasons for the problem – from managerial reluctance to empower employees to sheer incompetence. All this leads to that dreaded ‘active inertia’ condition, where inertia is linked to inaction. It’s like the billiard ball that stays still on the table until hit (in any direction) by the cue stick.
The difficult part of owning a business, or even just being a manager or a salesperson, is that outside if your defined responsibilities and written down job description and tasks, some decisions and action are thrust on you – ones that you have no idea are going to cost you an opportunity, loss of business, and in some cases, getting fired.
Ilzaf Keefahs is a freelance writer who enjoys focusing on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike. He delves into the heart of hospitality to figure out both customer service and consumer trends that impact the industry.
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