About half of our clients at Black Chair had purchased custom software from other vendors before coming to us. None of them were satisfied with their experience, which I suppose makes sense (our competitors’ satisfied customers would have no reason to jump ship). When they come to us we inevitably hear the horror stories, and I live in constant fear of becoming the subject of such a story in the future. As far as I know, it hasn’t happened yet, but I’m not deluded enough to take credit for that—our processes need work, but even if they didn’t statistics dictate that we will eventually be spurned by an angry client. Nevertheless, the study of ways in which I can delay that eventuality has become a bit of an obsession.