When I was working for BigBankCo we were lectured on a regular basis about the importance of listening and responding to customer needs. BigBankCo spend millions on ads about how wonderful the bank was, how compassionate, how dedicated etc etc. We were told even so, the anger of one unhappy customer could send all that advertising down the toilet, so we were always told to do our best for the customer every way we could consistent with company guidelines. Because otherwise, this kind of PR disaster could strike. [ame=http://www.youtube.com/watch?v=5YGc4zOqozo]YouTube - United Breaks Guitars[/ame] Do it right for the customer. Otherwise you won't have many.