A great business is usually strong in two departments—the ability to acquire new customers and at the same time the ability to sustain existing ones for as long as possible. The bottom line figures will showcase how strong the business is and those reflections will be obvious. One of the bottom line figures is revenue. The other two are probably the profit and market share.
These businesses know that every customer who walks away takes with them not just a sale, but the potential for future growth and referrals. If they ignore this issue, it is pretty much like having a great ship but full of holes. The leakages will eventually result in the ship sinking. It will just be a matter of time, no question about it. Leakages, now that is a very expensive mistake to make . . .
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