To create the impression of unassailability to the outside…
““To create the impression of unassailability to the outside world, you only had to make the context as complicated and confusing as possible. To that end, I would make my explanations of technical issues to journalists as complex as I could. They in turn often did not want to admit their lack of knowledge and, exhausted, gave up. It was the same principle used by terrorists and bureaucrats. The adversary can’t attack as long as he has nothing to grab hold of. Modern-day customer relations works in a similar way. A customer who wants to complain but can never find anyone responsible to talk to ultimately has no choice but to swallow his anger.””
About This Quote
This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation.
Complex, confusing explanations protect the organization by preventing accountability, leading customers to suppress complaints.
In simple terms: Complicated language hides responsibility and silences criticism.
Key Takeaway
Simplify communication to foster accountability.
Themes
communication
power
customer service
Mood
frustrated
critical
Type
advisory
analytical
When to use this quote
- corporate crisis
- customer complaints
- media relations
- public relations
- accountability
Key Concepts
obfuscation
psychology of denial
bureaucracy
Questions to Reflect On
- How does transparency affect customer trust?
- What are ethical ways to manage difficult inquiries?
A Different Perspective
Complexity can backfire, eroding trust and credibility.