It's quite obvious that when you have large customer base, it's difficult to manage it. But the same large customer base is what feeds you and your employees. 'Customer first' shouldn't be just a punchline, cutomers should feel it. When you launch a service or product, the care should be taken to minimise the complaints and at least the commonsense errors from service/product should be removed. "We value our customer and we will look in to matter soon...." is not the proper way. And if you don't care about proper way or the customer satisfaction, at least you must care about your revenues and existence! The recent airtel (many other service providers) document verification might have cost customers at least one corore (approximate) and that too just because of the miscommunication and wrong ways of administering the things. They should improve!