Work through the second-order cost of a yes
Quantify the downstream cost of a seemingly small decision using second-order thinking.
A customer asks for a custom CSV report. It takes 30 minutes once. Should you say yes casually? Immediate cost 30 minutes x $85/hour = $42.50 first-order labor cost The first-order cost is small enough to look harmless. Behavior trained Sales and Customer Success learn that custom CSVs are available on request. The second-order issue is not the first report; it is the expectation. Repeat cost 8 requests/month x 0.5 hours x $85/hour = $340/month Plus switching cost and roadmap distraction Now the decision is a recurring operating process, not a favor. Decide the exception type Second-order answer Do not…
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