It’s easy to calculate the value of a satisfied customer. You can look at what they pay over their lifetime to see their lifetime value.
Determining the lifetime cost of a dissatisfied customer is much more difficult. How much do they pay someone else that they would have paid you if they had been satisfied? How many people did they discourage from doing business with you?
Not everyone will be happy with you at all times but it’s important to understand the cost of dissatisfied customers.
Have a great day!