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They were under the impression that the customers didn't hate them? How out of touch are they?
Very. Most don't even know how much a dozen eggs cost, much less how much rent costs, much less how little disposable income people have. Money is just numbers to them. It's not necessary for their survival only for their status. So it's a totally different reality for them.
Oh I know. I used to work in middle management for a franchise and it was so bizarre to be at the corporate meetings. You have the people from corporate talking about how profit is up from last year, and franchisees complaining to them they need to increase prices more because minimum wage increased and profit percent is down.
It does not matter to them that they are receiving more money than ever because the actual money doesn't matter. All that matters is they are getting a bigger portion of the money than anyone else. It's just a high score for them to run up.
Classic narcissist trait. Complete and funnily honest bewilderment at how it is possible that some people don't love and admire then. My dad who is estranged from the whole family (because of that) was one level below the C suite at a huge corporation. Treated everyone like shit, surprised Pikachu face when one by one the family abandoned him. I guess it takes to be such a psychopath to make it that far on the corporate ladder.
Even more out of touch to phrase this as a new development for the employees. Guaranteed the people on the bottom have fully understood this for an eternity.
Helping them come to accept this thing they've always known is "my challenge".