So I cancelled the newspaper yesterday. Not because I wanted to be huddled over my ipad to read the daily paper each day, or to save a few dollars, but because the paper couldn't be delivered to my house before I left for work making it irrelevant.
I don't go to the bank anymore. Not because I want to spend time figuring out how to take a picture of the deposit, sending it 3 times, and hoping they got it, but because my bank does not understand the concept of customers go to the bank on their lunch hour, the bank needs to take lunch at a different time than the customers.
I scan my own groceries now, not because I want to fight with the scanner, the produce codes, and bag my own stuff. Its because the market does not understand that there are a lot of people, in a hurry, that have 10 or 15 things and don't want to wait for that one register that is express that may or may not be open.
So what about you? Are you making yourself irrelevant? Do you answer your phone, return emails, follow up face to face? Do you do all your deals in a faceless manner with shared docs, email, e-sign, and bury your contact info deep in your websites? How long before the consumer can do the transaction without you with web, fill in forms, and automated electronic lockboxes to see homes without you?
Look into your practices and procedures and see if you are doing what you can to keep your customers, otherwise they will go on.