If you watch the video in GP, he talks about situations where he can't or doesn't want to fix anything. For example there's nothing to fix when customers send o

If you watch the video in GP, he talks about situations where he can't or doesn't want to fix anything. For example there's nothing to fix when customers send out spam, it's the customer who has to change their behavior. And people don't like being told that they are at fault. So the point is about how to ease them into understanding that without becoming angry at the company.