Interesting observation today, about how easily business is lost. Because I post vintage linens all the time, I try to wrap them in good quality acid free tissue paper. For some years now, I have been buying my packs of tissue online from Lakeland. At the same time, I would always find myself buying 'something else' - usually a treat for me: good quality vanilla essence, a little box of Brodie's chocolates (the best chocolates in the world!) or a kitchen gadget.
Today, with tissue paper running low, I went to the Lakeland site to find that they no longer stock it! I've emailed them to ask why, and if they plan to reintroduce it. But meanwhile, of course, I had a look at eBay, to find somebody supplying larger quantities of what looks like excellent quality sheets of acid free tissue - at a slightly cheaper price. I've promptly ordered them. If they live up to expectations, I'll be buying from them in future. If they don't, then there are plenty of other options on the site. And of course, I doubt if I will be buying my little Lakeland 'treats' in the future, since the main reason for going to the site no longer exists, and - times are hard! Besides, I can buy lovely gadgets in my local T K Maxx for a fraction of the price.
I doubt, of course, if my defection will worry a company as big and prestigious as Lakeland. All the same - they should consider that I'll spread the word, that if you multiply me by a number of other customers, who may encounter similar problems - sooner or later, it will begin to show on their bottom line.
Customers are hard to win and extremely easy to lose. We are a fickle lot out here.
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