Knowing your customer's/client's needs is a big part of retaining them, but so is understanding the nuance of their personality. Some people require constant contact, while others become annoyed by it. Some like a very personal touch, while others like to keep business relationships strictly professional. No matter how strange a business prospect may seem, it's crucial to remember that they are just people (flawed or otherwise), just like you, who simply come to the table with their own wants & needs and social norms. If there's something(s) you don't understand about them, don't be shy - broach this subject by asking them questions about themselves that lead toward the answers you're seeking. At the end of the day, communication is king and the additional understanding you can gain from them in conversation can be the key to unwrapping their uniqueness (and thereby their marketability).
