Don't Ask Don't Tell

I'm continually astounded at most owner's alarming inability to actively seek out criticism and make swift adjustments to their products and services.  A few years back a friend opened up a day spa and I went in for a few massages to offer my support - tough job but somebody had to do it. A lot was great about the place but some things were not great at all, particularly considering their high-end price point and need to attract well-to-do members.

I reflected on precisely how I would couch my words so as to not offend, but at the same time give constructive and necessary feedback.  That is, when they inevitably asked me, as I knew they would, since I'm known to have a critical and discerning eye for such things (aka I can be a real pain in the ass).

Except... they never asked me.  Ever.  Not even once.  Not even a little bit.  After two or three years of bleeding cash they finally closed the doors.  Would my feedback have saved their business?  Doubtful.  But it was likely a strong indicator of a deadly kind of business myopia, wherein an owner's need to feel good supercedes the hard work of taking a hard look in the mirror.