Although you have just entered the business, you may inherit some "existing customers" from your predecessors, but this is beyond my knowledge.
as for new customers, we don't refuse to use new consumables (except those with special requirements) only for schools or scientific research laboratories that I am familiar with, but we won't change reagents easily. If you are a new agent of our usual brand, everything will be very stable; If you are selling a new brand, it may take a lot of effort to get recognition, such as providing a trial. In addition, we are very concerned about the delivery time, even more than the price. As long as the delivery time can be greatly ahead of other companies, we are willing to buy it at a slightly expensive price.
There may be the following reasons for losing customers: 1. The experiment didn't get the expected results, which may be a product quality problem, or it may have nothing to do with the quality (for example, the students made a mistake in the configuration ratio, but the lab boss heard that the reagent was not easy to use); 2. The delivery is slow and the invoice is fast; 3. The product catalogue is too inconspicuous or not frequently distributed, and the laboratory can't find your product catalogue.
I hope it helps you. Thank you.