It was a relationship of more than 30 years. As far as anyone knew, there were no problems. However, the customer decided to move on. When asked, “why?” the answer was simply, “We decided to go in another direction.”
The “customer” in this story was me. My vendor was shocked. It was an awkward situation for two businesses in a relatively small community.
What happened? Simply put, the relationship died.
Many businesses work so hard to acquire new customers, they sometimes ignore the ones they already have. It is an all-too-easy trap.
According to the website mycustomer.com, it cost five times as much to