A good rule of thumb when you design products and give support: “how do I make this person a 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘧𝘰𝘳 𝘭𝘪𝘧𝘦?” If you do right by them, customers will reward you with business over the long term that doesn’t jump out on spreadsheets. There’s a meme about venture capitalists looking for “generational companies.” It’s hard to pinpoint what and which those are, but when I think about the companies I look up to… I’ve been buying from them for ages. Earned customer trust is like compounding interest. It’s unwise to trade trust for a short term gain.