The mistake wasn't just in the billing process (also, that's a HELL of a mistake), but in how awful your communication and customer service was to let it get this close to disaster (including a viral post).
I understand the way most businessmen have never had the acumen to prosper while giving customers their money's worth at the same time. For thousands of years, this is nothing new.
That has always been in spite of a number who can, and they are mostly the only leaders that gain real admiration.
As always, a lot more money can be made by not giving customers their money's worth, and as we have seen that's how some operations rake in the bucks under a greedy founder who's stingy as hell. Until the next generation comes along and finds there is actually a strong financial foundation. And all it takes is a slightly reduced lack of acumen and/or less greed and they can put all their effort into making every little thing from top to bottom be strongly in favor of the customer. In ways that shine, not just barely show or surface occasionally.
It's not that hard, just a full-time job for executives to do like everybody else. Any executive would be stupid not to take the opportunity, it's a no-brainer. The thorough revamp from top to bottom definitely has been accomplished many times and it's not asking for a miracle of any kind. Big companies too. It doesn't take nearly the rare amount of acumen to actually start giving customers a "good deal" financially. Just enough smarts to respectably pass for a "businessman" during a previous millennium.
Or they can be complete failures, compared to real talented businessmen & women, no matter how much money they make.
If I was a shareholder I would be hitting the ceiling.
