Customer Service Hell Blog

Thursday, September 08, 2005

Peter Principle Squared

Everybody in business management has heard of "The Peter Principle":

"In a hierarchically structured administration, people tend to be promoted up to their "level of incompetence"

Well, here's the problem. While everybody's heard of that... damn few have heard of the "The Peter Principle Squared" which my friend MG states as:

"Given that in hierarchically structured administrion,when a sufficient number of incompetents are promoted, incompetence itself becomes the standard of promotion."

And that's really what seems to be going on in many businesses wherein there is not just crappy customer service on the front-line, but where management is so incompetent that management doesn't even know or care when customers offer them the invaluable service of letting them know when their business/service has screwed up.

This blog is not actually an effort to get the hirlings on the front-line fired, nor is at an attempt to force the highlighted businesses to conduct themselves any differently. It does however attempt to document just how poorly these various businesses have evolved to such a degree that every day, staff are losing their respective businesses perhaps millions of dollars in sales by making stupid decisions, because they are not being properly trained or supervised.


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This blog is not owned nor operated in any fashion with any company mentioned herein. All claims, representations and such are the subjective opinions of those people who made the complaints about the various companies.