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@sunzu @neme @luc891 @kryllic One problem is that affected customers who walk away never to return are hidden on the bottom line by new customers that replace them. Businesses don't care about disatisfied customers, not when they have all the customers they can handle.
Think of lost business as collateral damage or cost of doing business. The share holders can't see the lost revenue so it isn't "lost revenue."
we we talking hospital specifically or more broadly here?