Maybe....I just understand from running my own business that the customer that is unhappy will complain EVERY time, but the happy customer rarely takes the time to offer a kudos.
I try to remember to praise good performance as loudly as I will condemn poor performance when I'm in the position to do so.
If ACDU gets it's act together and does what they have told us they will do, I will happily email them to congratulate them and offer an apology for some of my harsher comments.
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