Page 97 - The Voice of Authority

“. . . new competitors entering an already overcrowded
and mature industry . . .”
“. . . soaring labor costs and consumer unpredictability
that have squelched profits . . .”
“. . . growing unrest in global consumer markets caus-
ing pricing fluctuations and profit instability . . .”

In short, the cause always seems to be external, vague,
and, by any reasonable person’s estimation, outside hu-
man control.

Unhappy Customers

Customers, too, find their way into these conspiratorial
conversations. The conversation typically begins when a
customer starts making demands outside the routine. The
demands grow more and more bizarre until the entire or-
ganization becomes embroiled in the dishonest dialogue.
“Sure, Mr. Customer, anything you want, Ms. Customer.
We’ll all walk on hot coals while balancing bowling balls
on our noses, Ms. Customer. Of course that’s not in the
contract, but we’ll be happy to add that on at no charge—
we’ll all just sell our firstborn to cover the cost.”
The veterinarian owner of a local pet care clinic carried
on such a conversation each time a particular customer,
Mrs. Dimitri, came in with one of her cats. However, noth-
ing the staff did pleased her.
On one particular day, Mrs. Dimitri called to make an
appointment. When the receptionist mentioned her name,
the staff conversation began again. What kind of scene
would she create? Who would have not fed, shot, tagged, or
brushed her pet the way she wanted—or would it be a new
complaint this time? And who would have the “honor” of

Is It Purposefully Unclear? 85