The structural problem he mentioned at the end is this: students are not customers. Had they been customers, who could instantly stop paying this professor because they think he's boring and doesn't deliver, you'd see a completely different picture. It wouldn't be about grades and diplomas anymore. It would be about acquiring knowledge and skills that students can later apply. If they decide this professor cannot tea…
The problem? Young people are terrible at self-reflection. I know that there were many points in my youth when I said to myself, "I know all there is to know about life now." This leads to a kind of privileged arrogance that really can't be fully appreciated until one sees how lucky we are to be able to have the opportunity to learn in such safe, structured environment.