<p>I agree.&nbsp; I believe it is the little things that we do each and every day that makes the difference.&nbsp; It's these little things that allow all of us to demonstrate that we care about our students.&nbsp; The converse is not doing the little things....this is where retention becomes an issue because it is generally not one thing that sets in moment a student decision to leave.&nbsp; It's cumulative.&nbsp; Think about each of us when dealing with a vendor.&nbsp; It is generally not one thing in isolation that upsets you, it's the fact that there is an ongoing trend of events where you finally just say I've had enough.</p>