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I'd completely agree with you, except that some of the customers were actually the same people. As soon as we upped the ongoing costs on a couple of the account

I'd completely agree with you, except that some of the customers were actually the same people. As soon as we upped the ongoing costs on a couple of the accounts, both clients changed their behavour and the relationship became a whole lot better for both sides. It's a truly bizarre thing to watch.

lucb1e 9y ago
Interesting! I am still (scientifically) curious what the explanation for this is. Perhaps paying more indeed does something in their minds, or perhaps it does something in yours and you deliver slightly more or go the extra mile. Or some of both.