You own a mid-size accounting business. You have been doing the taxes for one particular company for three years. Last month the partners failed to meet you for a quarterly appointment set up two months ago. You call the company to reschedule, and one of the partners tells you, "We have actually switched to another accounting firm." When you ask why, the response is, "I don't really know. That was Jim's decision.

1. What should you do?

2. How can you arrange to learn the reasons for the defection?

3. What questions would you ask the partners?

4. Write a sample set of questions you would like to have answered by the defecting customer. How would the questions change if you were conducting an exit interview with an employee? Write a sample set of questions you would like to have the departing employee answer.