One of the worst things that can happen to any business is to lose customers without knowing why. How do you fix a problem when you don’t know what it is? Often when customers stop using our services they are upset about something. It might be about price, quality or service, but these are all broad areas. What is it specifically? Since we all base our decision as to whether to go back to a certain establishment on our last experience with it, what went wrong? What happened that last time?