[gravitycop]

the relationship between the number of people that you have to employ to look after abusers vs the number of people that are actually productive is a good way to measure your success.

Yes. That is what I said. The workman with internal-locus-of-control improves his value-creation system based on feedback, and is seen as more successful. The workman with external-locus-of-control blames parts of his value-creation system for acting (in his eyes) wrongly, and is seen as less successful.

[RiderOfGiraffes]

Recognising that customers behave a certain way and taking that into account is valuable. Blaming the customer for behaving that way is of little use. You have conflated people recognising that people behave in ways that cause difficulty with blaming them for doing so. Not helpful.

Separation of concerns is as useful in customer identification as it is in writing software.