Gerard.... As a vendor in a different business, I do understand the
potential for hurt feelings and for animosity on the part of a vendor
that is losing business.  That happens on occasion.  

As for the question of what is ethical...to protect "the industry" or to
fully inform the customer, it should be no contest at all.  If vendors
desire trust, they must "come clean" in areas where errors have been
made.  The act of hiding information from a customer is one that can
only damage the trust between vendor and customer. Such an act could not
possible considered to be ethical, at least not in my own view.

As for doing business with a firm that had some sort of protocol under
which they would end a relationship with an existing vendor, well..... I
think that is something that would appeal to most customer firms, IF
that protocol was designed to protect the interests of the customer.

Doug Allen, CRM, CDIA+ 
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