(Author here.) The point of the article is that when people have learned helplessness, they stop complaining. That may seem like we're doing a good job of serv

(Author here.) The point of the article is that when people have learned helplessness, they stop complaining. That may seem like we're doing a good job of serving their needs ("no complaints!") but in fact the complaints are missing because we're doing such a terrible job that everyone has lost faith in us.