LOL! This came to mind today because IRL....I work in QA. Every year we do a report on customer satisfaction, and in an effort to "continuously improve" (ISO BUZZWORD ALLERT).....we look back and make changes to our system/policies, to better serve our customers, and hopefully improve not only our customer satisfaction, but our processes in general. Things like this are helpful for any biz...no matter how large or small. A good Rep, A quality product, and Customer Satisfaction go a long way.