The most loyal customers are those you’ve screwed up with and apologized to.
Several years ago I called the head of a European consulting outfit to scold him for using my group’s IP, visuals and all, at a presentation at ASTD National. We enjoyed one another’s company. Soon thereafter we were working together. We are now allies and the best of friends.
It may be happening again. A verb had copied three paragraphs from one of my white papers and tried to pass it off as their company philosophy. (At least they copy the very best.) We may be at the start of a beautiful friendship.