Well, companies used to be very customer focused years ago, but when they took their eyes off the customer and focused only on the bottom line, all this crazy anti-consumer insanity started happening. Personally, it drives me nuts. I remember having the importance of customer service not only beaten into me, but those teachings continually reinforced and proven over and over again every single day. It made such an impression on me that I doubt I could ever go and be a profit focused individual ever again. Besides, if you take care of the customer and your employees, the profits will take care of themselves and you shouldn't need to ever even think about them or even take a glance in their general direction, save for when you have to balance the books. If you're doing what you should be, they have a very interesting habit of taking care of themselves with no intervention on your part. I just wish that companies would rediscover that fact.