OP here. I agree and I think I imply habitual punting. No product or service can completely delight every customer. I would even say customers are forgiving of

OP here. I agree and I think I imply habitual punting. No product or service can completely delight every customer. I would even say customers are forgiving of minor annoyances as long as they know the Big Important things are taken care of. Yet there is some point where the minor annoyances become too many. Finding ourselves at that point could be a "too little too late" situation, with a steep cost to recover lost trust. (edit: note I am OP)