Picking up from out last podcast, not only does this really happen, it will happen to every single account you have if you do one thing.  And, that one thing?  That’s if you do your job well!

As with many things, there is more than one way to look at this graph.  When viewed from the service provider side, this is a great outcome.  We’ve successfully solved / reduced the clients problems and we are returning increasing revenues and profits to our firm.  This is great performance and exactly what we are trying to achieve.It looks different, however, from the client’s vantage point.  Once the lines have crossed, clients see a smoothly functioning / low problem operation that they are paying a great deal to maintain.  As time passes, we’re farther and farther from the hard work and massive value we created at the opening.  It’s natural for clients, who are always looking to trim costs, to begin to wonder, “What have they done for me lately?”