I've been running into a bit of a issue with customer retention on my business directory (pet boarding) lately. When people don't renew I send a message checking if they had a payment problem or have ceased trading and I keep getting emails back saying the reason they haven't paid their renewal is they are fully booked up for months.
I had one person tell me the same after their free trial, they were very apologetic but it was so successful they didn't want to continue to the paid as they were fully booked. I've also had people asking to remove the listing they've paid for (just remove, they don't want a refund) as they are getting too many enquiries.
I'm very pleased the site is working well for them, but I'm also a bit stumped on how to deal with it. I've hit a bit of a plateau where I'm replacing at roughly the same rate I'm losing but I'm not growing. Ideas?