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To: quote 007 who wrote (31913)	1/21/2003 9:09:38 PM
From: mr.mark	Read Replies (1) of 110652

your story is a fine example of what i call the 3 to 19 factor... other folks may know it by other names, but it all boils down to about the same thing if a vendor or company does something right by way of the customer, that customer will make a point of telling 3 of his friends about the experience. but if a company does something to screw a customer, that customer will definitely make a point to tell 19 of his friends. it's human nature to want to even the score when you feel you've been jobbed. and imo, it's in a company's best interest to pay closer attention to this 3/19 ratio. but they don't. and the hidden cost to them in lost business, attributable to failing to resolve these customer issues, can ultimately ruin a company, imo if i had happen to me what you described i would be doing two things, probably both of them things that you are doing too. i would NOT do business with that company ever again even if they offered kissed my ass in the middle of main street at high noon (unless the offer came early and came quick) and i would make sure that as many people as possible knew what that company did (or did not do) in order to lose my business

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