The blog post of my colleague, Julia, reminded me how strong and fragile our relationship is with our customers, both at the same time.

Like the old real estate adage, "location, location, location," fanatical customer service is what drives our company and compels our customers to stay with us, month after month, year after year.

Think about it -- when a customer buys from us, what does she get? Software? no. A widget? nope. A certificate? nada. It's service. It's usability. It's reliability. It's security. It's peace of mind. That's all we are. Customers come to depend on us to provide exceptional service. (And we hear about it when we fall short, too)

On the flip side, like dust in the wind, we can lose customers if we fail to provide good service.

Compare this to the traditional software provider. An IT department would spend hundreds of thousands of dollars in initial software licenses, expensive hardware, months of implementation time. On top of that tremendous upfront expense and time, there's ongoing maintenance fees charged by the software provider (typically 20% of license costs), and ongoing IT management burden.

The traditional software solution must be really, really bad to eat the sunken costs and throw in the towel.

With LeapFILE, we provide great service because there is no other choice and we know no other way.