I posted the other day about this being a great time to consider whether any of your business policies and touch points aggravate your customers, and if so fix them. I included a PS saying we know we’re not perfect, and "if you reckon this is the pot calling the kettle black, please leave a comment or email us". I was glad I did because Mark went to some trouble to leave a lengthy comment detailing his frustration with us. My point here is not so much to talk about his particular issues (we've been in touch, of course, and we  pretty much have to take what he says on the chin, and fix the underlying causes where we can). What's really important here is how strongly your (our) clients feel about you (us). Mark likes us ("everyone I deal with at Queensberry is lovely") but we're annoying the hell out of him. For me this just rubs in the lesson:

These "aggravation points" can be relationship killers.

Until your customers believe you're on their side, you're going nowhere.

Sorry Mark, I hope we can win back your good will. Ian