@manchochris This is so true. I had an unhappy customer this week and my first thought was that they were blowing something silly way out of proportion, and I thought I might try to dig in and find out if it is as serious as he said. I resisted that temptation, and instead told him how sorry I was and what step I had taken to address his concern. In the end, he apologized to me for overreacting and asked how he could help me. Wow.