One of the first rules they will tell you is that you have to care about your customers.
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But they don't tell you the second rule: That's true only if you're small, if you're big you don't have to. And you will still run the business.
How that can happen? Very simply, if you are big enough, your wheel will keep turning, no matter what.
Let us give you a few examples. Without naming the companies, the chance is you experienced such behavior and not once in your life.
The example one: You can't contact the company. You have a big company, it has thousands and millions of users, so who can cope with all those customers? A long time ago there were call centers, then came robots and automated machines, and now the companies decide it's all to complicated and you have a contact form or a forum without a concrete contact address.
The example two: No matter what you say, the company make new products and changes existing ones the way they like. The outcome: people adapt. Everybody starts using new products or features and all yelling fades.
The example three: You and all customers want some product from your company but it doesn't care. And you never get it.
Those examples stand true for different industries and there are several reasons for that.
First, a company is a monopoly. Or duopoly. Or thriopoly. You get the picture. In that case you don't have a chance: You must use their products no matter your wishes.
Second, a company is not a monopoly but the second one is so far that it is in fact monopoly. The company must just pay attention that the second contender doesn't approach too near. Not you. The other company. They don't pay attention to you.
Third, the company has money. A lot of money. They can lose some because of customer who will leave, they will still have enough. Because they are big.
There are several reasons for this, some of them are understandable and some are shocking, although we don't like that word.
Companies can't find workers. This is a real problem and may be a problem when it comes to support. But even when there is a long waiting for the answer, the answer should be given.
Companies have a lot of bad products. Now that's the problem but if the company is a monopoly, who cares.
Companies solve everything with a standard words, we learned something, we apologize, we will work on ourselves, blah blah blah.
Unfortunately, most big companies falls in this last category. Copy paste answers, apologizes that aren't that, empty words that mean nothing and all just from one reason: there are no other companies that sell similar products.
Ask yourself how many companies do you know that changed their behavior based on customer's demands. You'll need fingers on just one hand. ■