And they compensate them quite generously. I don't think something like this would've the reason you'd say no to $350k+ salary to work for Netflix. You'd probably get over it.
Customers come before team and ego every single day of the week. If you don't believe that and aren't prepared to do things that have biggest positive customer impact, you should resign immediately.
What the customers want and the "biggest positive customer impact" are often not the same thing. Especially with bad clients.
The customer is party who pays you. From that perspective, they are the same.