In these tougher times, we all start looking for new customers. Your new customer is someone’s current customer you are taking. This is happening a lot. I have three cases where long time customers switched allegiance because someone hit that person at just the right time. A poor service or small hiccup can be an opportunity or catastrophe for a company. So while you focus on new customers, do not forget the ones you have had for years. People are pounding on their door and eager to jump. More than ever before.

What do you do to ensure others are not stealing them away?