I have a personal story about doing business with (or trying to do business with) an automaker.
For those who may be new, I am in the business of selling heating, air conditioning and refrigeration parts and equipment to contractors and servicers at plants and other facilities.
Several years ago we used to do business with a plant of one of the big three. There is a lot of equipment at these plants just for climate control, much less their process equipment.
Eventually they made it so tough to do business with them that we took a good, hard look at the account and its potential and decided to fire them. Sure, their volume was good, and they paid OK, but attached with every order (no matter how small or large) was a giant stack of paperwork that we had to plow through. On smaller orders we would spend so much time filling out the paperwork that we lost money. The larger orders made up for it, but it eventually became too much.
What does this do to the company? Well, there is one less competitor to bid on their services, and naturally their end prices for these maintenance items go up.
Frequently this also happens to government agencies that we do business with as well. It is interesting – some agencies are very easy to deal with (“here is my credit card number, just ship it to me”) and some are very paperwork and regulation heavy – these we usually avoid.
Things may have changed from when I used to do business with that certain big three company years ago, but I would doubt it.