I think you're missing the main point.
While the comment was off-putting, and talking down to your customers, the total collapse of the product that followed meant that people indeed found other, more fun things to do with their time.
And while some people will make fun of raking leaves, the fact is, Syracuse probably lost 20,000 fans to the Buffalo Bills. It's more fun, they play good opponents, tailgating is easier than at SU, and you're home in 3 hours.
Casual football fans ditched SU for the Bills. I've never seen so many Bills flags, merchandise, car license plates, etc., as I have in the last 10 years. This is a Bills town now, much more than an SU town. And that sucks for the University, because it's not the alumni who support the program for the most part.
So, call CNY'ers who used to be SU fans petulant if you like. I just think many have found more fun ways to spend time with their friends. Buzz Shaw was wrong. SU Sports is not the only game in town.