Situation: Chuck’s Nuclear-Powered Chainsaws are not only the most powerful power tools in the world but also the most dangerous. To prevent overeager apartment landscapers from accidentally cutting down high-rise buildings while trimming the hedges, Chuck requires his customers to complete a four-part training program before purchasing a saw. This is an example of:

Adding good friction introduces intentional steps that slow or regulate customer behavior to prevent mistakes or negative outcomes. The multi-part training ensures safe and responsible use of the chainsaws while protecting the company and customers. This approach prioritizes long-term operational efficiency and risk mitigation over immediate ease of purchase. It aligns with RevOps principles of balancing growth with controlled processes. Properly applied friction can enhance customer experience by avoiding preventable problems.