Well i'm sure glad i don't work in PR if thats how you treat your staff, wouldn't like the bill when one sues you for stress related pent up emotions :o)....we are not talking about a complaint, like a customer standing at the desk, this is more like a customer standing in the mall and shouting i won't buy from XXXX shop, in that case security would excort them out, but in this case everyone gathers around and talks about it :o)......well i've been sat here for 40 minutes composing this and not got very far so i think i better cut it short as i have models to make, and just say, Rena and I are humans we have emotions we don't see members as customers but friends, this may be wrong (or sound cheesy) but thats the way it is, its the personal involvment thats gives it the edge, other wise we may as well be sitting in a cubical rendering micro switches all day :o), Steve