The sale or loss of sale of a pair of E8's will not make or break a business.
However taking in the bigger picture, which all dealers have to do. A dissatisfied customer will probably relay their experience to family, friends and colleagues. But the real killer is that they (and their circle of friends) are highly unlikely to return to the store to spend £ks on big ticket items.
It's not the loss of one sale, its the potential lifelong revenue that in the past dealers have relied upon. Our databases are shrinking (GDPR!) and the whole point of introducing BeoPlay many years ago was to bring new custom into the showrooms.
Opman
