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Our biggest client left over a feature we cut in 2019 and I'm still thinking about it
Back in 2019 we killed a small export button in our B2B dashboard because only two accounts used it and we needed the dev time. Last Tuesday our biggest client, a logistics firm in Columbus, sent a two line email saying they were switching vendors because that exact button was baked into their weekly workflow. I tried to get them on a call and offered to rebuild it in a week, but their ops lead said the trust was gone and they had already signed elsewhere. We lost $74,000 a year over a button I personally signed off on removing. Now I keep wondering how many other small cuts we made back then without asking the right people. Has anyone here ever rebuilt something just to win a client back, and did it actually work?
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lily9712d ago
Wait, "the trust was gone"? Over a button? That is wild to me. I get that they built their whole weekly thing around it, but you offered to rebuild it in a week and they still walked. That tells me it was never really about the button. It was about them feeling like you didn't care enough to even ask. Losing 74 grand a year over something two accounts used back in 2019 has to sting, and honestly I bet your gut is right that there are other cuts like that you never heard about. I have seen people try to win clients back by rebuilding stuff and it almost never works, because by the time you are rebuilding it they have already moved on and found something that fits.
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