To continue the story from last week… 

When a trusted supplier lets us down, do we try and salvage the relationship or just move on? Clearly the biggest driver of that decision is 'switching costs.' The wireless phone companies have imposed hideous switching costs, and many other companies would like to follow suit. But analysts have correctly determined that holding customers hostage only leads to long-term brand damage. 

With low switching costs, I'm trying another dry cleaner, but I'm plagued with questions. Should I have asked to talk to the owner? Wouldn't that have been a more interesting process than driving away? Would it have been worth my time?