Don Green reminds us that relationships are the most gratifying things in this life.
Over time, the relationship that developed with our new customer base was exponentially more intimate than it had been with the greater number of people who crossed through our service shop before. In one world, the relationship was troubleshooting problems over the phone. In the other, it was generally borne out of a deep sense of frustration or disappointment experienced while in the hands of another service provider. Once that is realized, the goal is to ensure that the only customers you lose are those you choose to lose. That may not be the ideal way of looking at this industry, but I'll bet it is more common than any of us would like to admit.