I don't know if there's an official handbook of rules or commandments for the hosting business, but there definitely should be one. If there were one, I am sure one of the top commandments would be to listen to what your customer needs.
To see an example of this in action, you can look at Rackspace. They built their reputation on listening and responding to their customers. A recent example of responding to customer demand can be seen with the recent announcement of cloud servers for Windows beta offering coming in 2010.
Note to self: million dollar idea for best seller book - The 11 Commandments of Hosting. Why 11? Because 10 is so overdone and I am an overachiever.