Hi Ginny.....

You asked why people would leave a company that has serviced them well. 
Probably because they weren't serviced properly.  Your company is probably 
smaller than some of the major vendors across the country....and because 
you are small, you do what you need to do to retain your customers.  This 
is good that you do that.  However, many of the larger vendors get sloppy 
in the handling of their customers.  Calls are not returned, letters not 
responded to and issues left unhandled are respesentative of the problems 
I have dealt with.  We left a major vendor because we felt that they 
became complacent and just didn't care any more.

I am quite happy to give my business (and money) to companies who perform 
the requirements as laid out in the agreement.  For big companies, you may 
want to take the lead from Ginny's company and do what you say you will 
do, at an acceptable cost within given time frames. 

John Annunziello, CRM, ermm
Manager, Records and Information 
Toronto and Region Conservation Authority
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