john,

very well said. i assume many of you have read "the machine that changed the
world" on lean car production, these authors have published a book "lean
solutions" this year adressing the customer experience and interface. its an
excellent book and i can highly recommend it - especially to businesses that
suspect their clients experience is not always great.

as a customer i gave up trying to change the businesses or complain as most
helplines are designed to turn you away not change anything to their
process, i guess i know what to expect from them next time.

florian