The thing about High Delivery Expectations is at some unknown point they stop being A Challenge and tip into Unreasonable and then there is absolutely no motivation to even try as whatever you deliver is going to disappoint.

if your measure of success is 'stop the unreasonable 5% of your customer base being unreasonable', well this is not something an IT system can do, you know?

and if the attempts to stop that 5% of customers being themselves results in additional pain for the other 95% PLUS endless build complexity, can we think about whether it's worth it? No? OK sure.

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