They are just adamant about NOT saying what should be the first words in service recovery “We goofed up and are sorry “. Could it be that top mangers , hoping that the microscope is not turned on them , are telling Arne that everything is stable ? Who knows , but 2 old adages are true 1. It is easier to keep a customer than to recruit a new one 2. If you ignore your customers , they will go away .