Majority Rules.... Or Not

I heard a sad story today. A bus driver was told he had to stop singing while driving because recently some people sent complaint letters about him. Despite the fact that many MORE people had previously complimented him on his cheerfulness and for making a long bus ride more enjoyable, the bus company still told him to stop. Why is it that a couple complaints ruins the whole experience for everyone? I understand that the bus company wants to please their customers, but if the majority of people taking the bus are the ones who DIDN'T complain, then isn't it counterintuitive to listen to the few people who dislike music/happiness/both so much that they found it necessary to complain about a friendly bus driver?

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