Why 1 Unhappy Customer Can Ruin 30 Happy Ones—and How Successful Founders Avoid It

Inc. 5000 entrepreneurs explain how taking care of customers has helped them grow—quickly.

BY KEVIN J. RYAN, FREELANCE WRITER @WHERESKR

From left: Aki Al-Zubaidi, Fabien Reille, and Gina Anderson. Photography by Nathan Bajar

In this excerpt from our Founder Group Chat series, we brought together three 2025 Inc. 5000 honorees: Aki Al-Zubaidi, founder of patient management software company Eon Health; Gina Ander­son, founder of safety and compliance platform Luma Brighter Learning; and Fabien Reille, founder of commercial contractor Steady Solutions. Here’s what they had to say on the topic of customer success:

AL-ZUBAIDI If you focus on only a few clients, it’s a big........

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