I think people are arguing that what you say makes no sense as a counter argument. Of course customers make their choice. THAT IS WHAT BUSINESSES ARE CALCULATIN

I think people are arguing that what you say makes no sense as a counter argument. Of course customers make their choice. THAT IS WHAT BUSINESSES ARE CALCULATING. How many customers do we lose as a result of downtime, how much is that worth in $ and how many $ do we need to spend to not suffer that downtime? If the projected loss is less than the cost of fixing the downtime, let the customers go. You saying “the customer can decide to leave” is not a counter to this at all. It’s just a weird way of saying what everyone else is but framing it as a counter argument to what is being said. Which it simply isn’t.