Here's one that recently taught me a lesson. An early customer with a simple site. It looked OK - not fantastic, but it still looked good. Every year I contacted them with their hosting, asked them if they wanted any changes and every year the payment arrived by BACS. Safe as houses.But I didn't pay them enough attention and they are moving their website to a local designer. No reason given, just contacted and told they are moving. Shame, but it's shown me that the personal touch when building a site must continue when the site is live. Those customers that I am in regular contact with are far more content and send me far more referrals.
So why didn't I do something simple like send them all a Christmas card??? Already got next year's planned.
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