Why Companies Don’t Tell Customers When Things Go Wrong - DRAGOS CALIN
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Why Companies Don’t Tell Customers When Things Go Wrong

Imagine you are in a relationship, and something significant goes wrong, like a major disagreement or misunderstanding. Now think about how you would feel if your partner didn’t tell you what happened or kept important details from you. Or, that you are at school, and something goes wrong, like a big project getting messed up. Now think about how you would feel if your teacher or principal didn’t tell you what happened. That’s similar to what happens with companies when they don’t inform their customers when things go wrong. Let’s explore some ideas from experts to understand why this happens.

Hiding the Truth

Sigmund Freud was a smart guy who talked about how people sometimes pretend that problems aren’t real because it makes them feel better. Companies do this too. They don’t want to make their customers worried, so they pretend everything is okay, even when it’s not.

Wanting to Be the Boss

Erich Fromm talked about how some people like to be in control. In companies, the big bosses like to make all the decisions and control all the information. This means they sometimes keep secrets when things go wrong because they don’t want to lose control or look bad.

Playing a Role

Carl Jung talked about something called archetypes, which are like roles people play. Companies often try to play the role of the “perfect helper.” They want customers to think they never make mistakes. If they tell customers about problems, it might ruin this image.

Feeling Inferior

Alfred Adler talked about how some people feel not good enough, which he called an inferiority complex. Companies can feel this way too. They don’t want to admit mistakes because they think it will make them look weaker than other companies.

Avoiding Worry

Karen Horney talked about how people don’t like feeling worried or scared. Companies also don’t like feeling this way. They think that if they admit problems, it will make everyone worry, so they try to hide the problems instead.

Trust and Relationships

John Bowlby talked about how important trust is in relationships. When companies don’t tell customers about problems, it’s like breaking a promise. This can make customers feel like they can’t trust the company anymore.

Hiding the Bad Stuff

Carl Jung also talked about something called the shadow, which is all the bad stuff people try to hide. Companies have shadows too. They try to hide their mistakes because they want to look perfect, but this can cause more problems later.

Being Honest Is Better

All these smart people tell us that hiding problems isn’t good. Companies should be honest with their customers, even when things go wrong. When companies tell the truth, customers can trust them more, just like you trust your friends more when they are honest with you.