I very much doubt they can turn it around – they just don’t seem smart enough.
I struggle with this point of view.
From customers’ perspectives, resolving issues doesn’t require a lot of smarts. You sit down and contact each of your customers directly and apologise, asking whether they’re happy to wait for their goods or they want a refund. You don’t have to be smart to do that, you have to be decent.
It strikes me that you need a lot more smarts to keep extracting cash from people without delivering anything. You’ve got to control the conversation and maintain your image, you’ve got to keep people hanging on long enough by saying some of the right things without actually giving the cash back, you’ve got to make sure you’re not going to get reamed when the bubble finally bursts, you’ve got to do some pretty nuanced stuff below the water to keep that sort of thing going.
I mean, none of that is an allegation. It’s all hypothetical, and whatever is actually going on I’m still just one of the many rubberneckers driving past this whole fiery-ostrich-flinging slow-motion car crash, rather than one of the unfortunate penguins having to sweep up the crazy mess.
But the point is that a lot of bad things are done under the cover of apparent incompetence; it’s a form of The Big Lie, one which relies on people applying Hanlon’s Razor (whether they’re aware of it or not).
Having read a bunch of their messages now, I find them—the emerging pattern—fascinating, especially within the context of the “screw you all/woe is us” rollercoaster of a corporate persona and the business decisions along the way.
I dunno, I probably think too much about what’s between the lines. You probably shouldn’t 🙂