When I heard the news, it was very sad to me.   He was one of our first clients, we had been in operations for 11 years.  Kinda sad that a loyal client passed away.   A lot of times friendships developed between support staff and clients due to the frequent interactions between us.   It was like losing a friend.

For Internet age, 1 year is a long time 11 years is an eternity I guess, so maybe we will face such situation.   Hope not too often.