Wrap up the post nicely

_posts/2020-12-01-five-stages-of-incident-response.md

@@ -16,7 +16,7 @@ only then can system healing begin.
 2. **Anger** - When the individual recognizes that denial cannot continue, they
    become frustrated, especially at proximate individuals. Certain
    psychological responses of a person undergoing this phase would be: "_Who
-   deployed this crap?_" "_Why would this happen?_"
+   deployed this crap?_" "_Why would this happen during my on-call?_"
 3. **Bargaining** - The third stage involves the hope that the individual can
    avoid an incident. Usually, the negotiation for extended uptime is made in
    exchange for reformed development practices. "_Maybe our users will stop
@@ -28,3 +28,15 @@ only then can system healing begin.
    outage and begin to react, occasionally even following the runbooks which
    had been previously defined for just this type of scenario.
 
+---
+
+More seriously, without adequate documentation, drills, and training, most
+engineers will *not* do the right thing during incidents, and may even
+exacerbate them. There is nothing worse than a SEV3 becoming a SEV1 because the
+engineers responding rushed to judgement and in a panic hit all the buttons
+before understanding the problems they were facing.
+
+I made a comment on Twitter recently that [Scribd](https://tech.scribd.com) has
+had the most mature incident response processes of any company that I have
+worked for. Still, there is *tons* of room for improvement, and incident
+response is a constant topic of discussion and focus.