TRUST
Death Spiral Breaker
When something goes wrong and the response is weak, a quiet death spiral can start.
One small problem left unresolved teaches your customer something dangerous: that raising it is not worth the effort. So they stop telling you when things go wrong. The next issue feels bigger because they are already carrying the disappointment from the last one. Now they expect problems, and every small friction confirms the pattern. By the time you notice, they have already decided to leave. They just have not told you yet. This is the death spiral, and it almost always starts with one fixable moment that no one caught in time.