The service must just get really better the second year?

There should be some discount for customer loyalty. Unfortunately, many companies show no care for present customers and aggressively solicit new ones.

Back in 2000, I worked for a national company as a service manager, and their policy was just that. They did not care how many customers they lost if they sold 20% more new customers than lost. As I felt just the opposite, and experienced many broken promises, I only worked there a short time.

It is not just Good Sam.