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My biggest client walked out over a 2 day delay, and I'm starting to think that's on me
Had a GC in Fort Worth pull his whole account from me three weeks ago because I pushed his re-roof back by two days when a supplier shorted me on shingles. I'd worked with this guy for almost four years, probably $60k of business a year, and he was gone after one bad week. My first reaction was to blame him, but honestly I got lazy. I stopped sending him the little update texts after each job because I figured he trusted me by then. What I did instead of begging was call him once, asked what would have kept him, and he said 'just tell me the day it slips before the day it slips.' Sat down that night and put a simple Wednesday check-in call on my calendar for every active account, 15 minutes each, no exceptions. Two weeks in and I've already caught two small problems that would've turned into big ones. Has anyone else had a client leave over something that felt tiny at the time, and did they ever come back?
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