Besides all other reasonable motives (professionalism, maturity, civility, etc.) that is one reason why I would never, ever, touch a journalist in any way–no matter how infuriating their tactics. Nor would I raise my voice or do anything provocative. My job in those situations was to get the journalist out of the building and reschedule the interview–not to make the journalist angry or put on a show for the cameras. My job was to minimize damage, not escalate it.
I totally agree with you though that if people in the service industry would just realize that it is the small things that make the most impact a lot of the companies wouldn’t be where they are today!
In fact, if your employees consider you a controlling person, even an unconscious thought of you can have a negative effect on their performance.
“There’s inherent stress in choices. When starting a business, you don’t have a lot of choices.”