You miss my point.
Both ER and BM spent time taking their eye off the ball. Even the best customer generates what, maybe half to three quarters of a million in gross income. In the big picture, that's a drop in the bucket.
Yep...that's what an individual may want...those great strokes. OTOH, from a company standpoint, is that the best use for a CEO's time and energy? And from my standpoint, I would want my CEO to be focused on making the company, and product, the best it can be.
Want to be a touchy-feely, help the customer kind of executive? Lead the customer relations team, not sit in the CEO chair.
And to keep this cruise oriented, compare this with the people who want charming, engaging, and sociable captains. Personally, I don't care about those things -- what matters is how they run their ship. Francesco Schettino is a prime example.