No, he’s saying their clients are losing something by using their product too extensively.

You know how Soylent puts this on their bottles:

Soylent is not intended to replace every meal, but can replace any meal.

It’s a similar thing. They’re just being realistic about how the intention isn’t to eliminate food. And Zoom was developed with the intention to handle some business communication, not all.

I do this same thing. When a customer isn’t sure about some appliances they want to buy, I tell them to hold off. Sometimes I tell them to spend $20 and get a new dryer belt because I can tell they don’t need a $600 new dryer.

Is that “against my business” because I’m making a little less money that day? No. It’s for my business because my business isn’t just about optimizing today’s revenues. I want relationships. I want a trail of happy customers who have truly benefitted from doing business with me. I want people talking about how shopping with me was a good choice for them.

Me telling a customer they don’t need to buy the $600 dryer they came in to buy is a win. And this is evidenced by my massive sales numbers. People appreciate it when other people constrain themselves for their benefit.

What he’s doing is a powerful move that will result in his company’s success: he’s demonstrating a commitment to the truth, and a sense of his product’s place in a larger context. That’s rare, and highly valued, and it will help him win.