Michaela,  I have had similar situations.  Clients for whom I was their so called "best" vendor for years suddenly decreased the orders to me - doing work on line themselves (some admit it, most won't)  or companies merge, or someone is a couple of $$ cheaper than me.  It's very hard to give them the same service as when they were a lucrative client.  While I no longer give these types priority and will no longer do favors for them, I find it hard to not  care and still provide the best service and product I can.  I have found that while they did not remain loyal to me, it bothers me but I will still return a good report, but I won't bend over backwards for them.. The majority of counties I cover don't have fax access and certainly no computer.  I explain this to old & new clients!  I'm not going to get a mobile office; already do too much stuff online for some - and do not get paid any extra.  I guess running titles is in my blood now; can't explain why I still do it anymore.  Once in awhile, I get a title order that I am paid well for, one that is a problem and needs a real American researcher to check it out.  Those are the kind that make me still feel good about what I do.