On Wed, Jul 22, 2009 at 03:45:59PM +0100, Steve Fosdick wrote:
Of course this is naive and short-sighted. As in your case the customer may be taking only some business elsewhere but may chose to move the rest if the company is awkward. A customer may find the competition to be attractive on paper and unsuitable in practice and may come back to a company that provided good service. Furthermore there is what the leaving customer says to others.
Dunno, I used to work somewhere and we made it very easy for customers to leave, the problem was that too many of them came back to us when they were unhappy with the new provider ;)
Adam