Symptom: People in the organization think that they have a monopoly.
There are cases where clients do find it difficult to shop around, not only in monopolies and where competition is sparse, but in cases where past investments in partnership that have yet to pay off and would be tough to repeat.
If the organization makes people feel anything less than a valued customer who has a choice, then something is wrong.
Another (more generic) way to state the problem is as follows:
