Customers and investors increasingly are wondering why Verizon and Verizon Wireless are hurting themselves with their actions. For starters, Verizon decided to battle its own striking workers on the public stage. That battle shed lots of bad blood, and it will be tough to close those wounds. Many companies experience strikes, but most are settled quickly and quietly. That's the secret. However, over the last decade or two, every time Verizon workers' contracts have come up for renewal, the process has been longer, uglier and messier.