[photoJ]

Yeah, what's fascinating is that some non-trivial percentage of your customers are going to be unhappy. Pretending it won't happen is silly. You're just insuring you don't have a strategy for when they are displeased. Some complain to your face, and in a perfect world you can do something to remedy that. Others behind your back, which is worse and unsolvable. Porridge should be not "too warm" nor "too cold" but "just right" Great, where have we heard that before.