[vinay427]

> Let's say you are company of 5 people, paying 50 bucks a month for a service - how many hours per year can they spend on servicing you before you become a net-negative account?

It probably isn't sustainable for a business to only consider this aspect. One thing that comes to mind with companies that thrive with a large number of small non-B2B customers, who individually don't tend to have much power, is that they understand that people love to talk about customer service when it's bad, and occasionally when it's very good as well. Word spreads, and nearly everyone places at least a little weight on this public perception of kindness or flexibility with customers especially when it isn't in the immediate financial interest of the company to do so.