This is what Micky has written as advice in the past, looking after Customers and your people. Reality he does the opposite, maybe explains why he keeps losing business. Maybe he can listen to himself.
"Inspire your people to embrace your customer-focused philosophy. At my first company we used to get paper checks and the pay stub read: “Brought to you by your clients,” which reminded everyone that none of this was possible without clients. Ultimately, to drive great numbers and take market share, an organization needs a team of inspired people who value their customers.
Much of this advice favors the extrovert. But I’ve seen plenty of introverts, realizing the importance of these relationships, turn it on. If this is not in your nature, you need to augment your role. Great companies require an exceptional, dedicated head of sales/client relationships, and if that can’t be you, you’ll need to bring in someone who will thrive in the job. The only thing that matters in business is people: your employees and your customers."