That's a great way of putting it and 100% accurate. Fast food joints set a minimal customer service level magnitudes better than Google.

Google has a lot of really good tools, that they could sell to enterprise. You could argue that they have the only viable Office365 alternative for non-tech enterprise. But they just don’t seem to know how to sell it because their advertising monopoly infects everything they do.

The single place they’ve been successful is in education, and even there they are struggling to keep supplying what schools actually want + privacy. So I fully expect to see them driven out of this space in the coming decade.

It is sort of a "cars don't handle rugged terrain as well as horses" thing, it isn't crippling when the use case is paved roads. It may suck for your use case but it makes sense.