I remember a couple of years ago having a client -- a law firm -- lose a client. The client was worth around $1 million in annual billings, and what shocked me was the firm's complete indifference to the fact that a large, important client had just strolled out the door.
There are at least two reasons this is bad. The first is that, of course, you lose the revenue. The second is that a dissatisfied client will TELL OTHER PEOPLE.And social media makes this result much, much worse. It is absolutely human nature to do this, and as an example, I now present a video entitled United Breaks Guitars.
The story, briefly, is that a country musician traveling on United checked a $3,500 Taylor guitar which was broken in transit. He apparently filed a claim for it, and after a year of running him around, United told him to stuff it. In response, he has written and produced the first of three songs chronicling his experience. It's up on YouTube. This is what happens when a deeply unsatisfied client starts telling other people what happened, except it's way, way worse.
It's a great song, too. Enjoy.