Are You Living in the Monkey House?

In last weeks episode of Project Runway Tim Gun talked about the monkey house theory. Basically it boils down to this:

The first time you walk into a monkey house at the zoo you are like OMG WTF is that smell... and it hits you like a ton of bricks. After a hour in the monkey house you somewhat forget about the smell and look around a bit. If you live in the monkey house you never notice the smell again.

I see this problem all the time in the online world. People easily dismiss their customers/consumers complaints and critiques about their website. They rather try to defend it and explain why it is the way it is instead of fixing the problem... Because they live in the monkey house.