Hi If a customer has a good experience at your business, he will tell three people. On the other hand, if a customer has a bad experience he will tell eleven people. I guess this means that a business should provide a good experience for it's customers. Marsha Anderson -- To post a message to the list, send it to jfw@xxxxxxxxxxxxx To unsubscribe from this mailing list, send a message to jfw-request@xxxxxxxxxxxxx with the word unsubscribe in the subject line. Archives located at: //www.freelists.org/archives/jfw If you have any concerns about the list, post received from the list, or the way the list is being run, do not post them to the list. Rather contact the list owner at jfw-admins@xxxxxxxxxxxxxx