Casting It Out and Reeling It In

We lost a customer. They emailed me this morning to let me know they were going to use a different product.

For me, the source of real frustration is the fact that they did not choose to purchase training or consulting and decided to implement themselves thus decreasing their chances of success right from the start. To make matters worse, they were using the very first, unpatched version of a new release and had found program bugs that have since been addressed.

We really went as far as we could to ensure their satisfaction and were under the impression (albeit false) that things were rolling along smoothly.

I suppose we lose customers on a regular basis. The key to survival is to gain two new customers for every one that you lose. However, this one is a little tough to swallow because we really put in tireless effort to make this one sucessful and we failed.

Casting it out, reeling it in.. living on blind hope again.