I'm the most docile of customers. I don't send food back, even if the order is mixed up or the food is cold. And I don't complain to management about bad service. But what does rile me is the charging of annual fees on credit cards. I don't understand why I have to pay the bank to let me use their credit card. Especially when I've been a loyal customer who has paid bills promptly for the last 7 years. And the bank is giving new members waivers from annual fees. Is this how customer loyalty is retained? I just don't get it.

Baking analogy outside work. It's cheaper to retain an existing customer than to find a new one.