But if businesses all operated that way, how the heck can you ever become successful long term? They expect their customers to stick around regardless of how they handle their business? What happens when those who still choose to go (regardless) are no longer going after some years? The business won’t change its management style and new customers start showing up?
When your revenue is dependent on your customers, you need to cater to them, it’s as simple as that. It’s reality. You have to have a constant contingency plan, at any given time... because your « faithful customers » who keep returning regardless of your mismanagement, which essentially affects the customers product which they pay for, will eventually fade out. And then what... as a business owner, you just can’t simply brush that stuff off, shrug your shoulders and carry on without exercising change. Unless you truly don’t care for the true nature of your business and/or your customers, or neither.
I don’t know the last time, or how often the hockey side of the organization has strategic planning sessions and sets a vision, either long term or short term, but it seriously needs to happen before everything finally collapses.