Hi Michael! Welcome to the discussion forums and thanks for your comments. It's true, many organizations don't realize that it is very expensive to lose just one customer when all is considered. And sometimes it's just the extra small enhancements that make a difference - most businesses have customer service as a core principle, but don't take it to the support and enhancement levels. Let me ask, if I may, how do you handle, particularly in the construct of working with students from your department's perspective, a situation where you cannot honor a request? Thanks, Jay Hollowell ML107 Facilitator