Les,
You're right that the EC missed out on that oppurtunity to make a sale.
Personally, in a case like this, I'd sit down with the customer and have a good talk with them (and any IT managers) to find out exactly what their requirements are for supply both at the moment and what they could be in the future.
Throwing a new panel in, probably isn't going to achieve a lot, considering the EC should have been selling the customer some new circuits as well.
Also, just remember this guys:
Bad word-of-mouth comments travel 100 times faster than good ones do.
