I hate to talk about the ugly side of this business.  Any business 
that deals people in good faith can have problems.  Up 'til now, I 
have had an easy time bending over backwards to please some 
occasional unreasonable expectations.  Often I'm rewarded with return 
business or an Email months later saying that they like the piece 
they thought was "no good" after all.  Today, I feel bent over 
frontward and violated.

A client from France asked me to purchase a new Dukoff D9 for him and 
rework it to replace a long lost Dukoff he once had.  Total cost 
including my rework and s/h was $260.  He got it, claimed it was "no 
good" and demanded a refund.  Now, I know my work is far from "no 
good" and I was looking forward to getting this piece back for my own 
use.  So I sent him a full refund (customer service taken too far), 
asked him to return the piece and told him I would work on another 
one for him at my cost if he wished.  He asked what I would do 
differently and we agreed that he would probably not want the 
Dukoff "wart" removed from the chamber.  Most players love to see it 
go since Dukoffs can be too bright and thin.

Six weeks go by and I see nothing returned.  I start Emailing and get 
no replies.  After another two weeks, I get a reply.  The client 
claims to have been on vacation and the person he left the piece with 
did not return it for him.   He says he will mail it.  I'm hopeful.  
About 2 weeks later, today, I finally get the piece.  At first I 
thought it was a different piece.  Then I see my "MOJO" and facing 
numbers scratched into the side.  The wedge baffle has been rough 
filed from a "D" to a "M" design.  The baffle by the tip has been 
relieved to the point where the bite plate has broken through the 
roof.  The table is convex.  I have not even begun to check out the 
facing curve.

I am just appalled that another sax brother would do this.  There are 
a lot of people in this world, so I guess it is just a matter of time 
before one's first really bad experiance comes along.  I just needed 
to vent about this one as part of my healing process.

Even before getting the piece, I had decided not to give full refunds 
without getting the piece back first.  I think I would have rather 
that he did not send the piece back instead of having a hacked one 
sent back.  It adds insult to injury.

I have asked for an explanation, but do not expect one.

Mojo, you have to reface a lot of mouthpieces to make that money back.  
This is very frustrating, I am sure.

Perhaps we need to discuss a Terms of Business, what is fair to us, what 
is fair to the customer?  Anyone have suggestions?

Paul

Keith Bradbury wrote:

> I hate to talk about the ugly side of this business.  Any business
> that deals people in good faith can have problems.  Up 'til now, I
> have had an easy time bending over backwards to please some
> occasional unreasonable expectations.  Often I'm rewarded with return
> business or an Email months later saying that they like the piece
> they thought was "no good" after all.  Today, I feel bent over
> frontward and violated.
>
> A client from France asked me to purchase a new Dukoff D9 for him and
> rework it to replace a long lost Dukoff he once had.  Total cost
> including my rework and s/h was $260.  He got it, claimed it was "no
> good" and demanded a refund.  Now, I know my work is far from "no
> good" and I was looking forward to getting this piece back for my own
> use.  So I sent him a full refund (customer service taken too far),
> asked him to return the piece and told him I would work on another
> one for him at my cost if he wished.  He asked what I would do
> differently and we agreed that he would probably not want the
> Dukoff "wart" removed from the chamber.  Most players love to see it
> go since Dukoffs can be too bright and thin.
>
> Six weeks go by and I see nothing returned.  I start Emailing and get
> no replies.  After another two weeks, I get a reply.  The client
> claims to have been on vacation and the person he left the piece with
> did not return it for him.   He says he will mail it.  I'm hopeful. 
> About 2 weeks later, today, I finally get the piece.  At first I
> thought it was a different piece.  Then I see my "MOJO" and facing
> numbers scratched into the side.  The wedge baffle has been rough
> filed from a "D" to a "M" design.  The baffle by the tip has been
> relieved to the point where the bite plate has broken through the
> roof.  The table is convex.  I have not even begun to check out the
> facing curve.
>
> I am just appalled that another sax brother would do this.  There are
> a lot of people in this world, so I guess it is just a matter of time
> before one's first really bad experiance comes along.  I just needed
> to vent about this one as part of my healing process.
>
> Even before getting the piece, I had decided not to give full refunds
> without getting the piece back first.  I think I would have rather
> that he did not send the piece back instead of having a hacked one
> sent back.  It adds insult to injury.
>
> I have asked for an explanation, but do not expect one.
>
>
>
>
> Got a Mouthpiece Work question?  Send it to MouthpieceWork@yahoogroups.com
>
> Visit the site at http://groups.yahoo.com/group/MouthpieceWork to see 
> the Files, Photos and Bookmarks relating to Mouthpiece Work.
>
> To see and modify your groups, go to http://groups.yahoo.com/mygroups
>
>
> Yahoo! Groups Sponsor
> ADVERTISEMENT
> <http://us.ard.yahoo.com/SIG9k4ptac/M09034.5312427.6491156.3001176/D=grplch/S05032198:HM/EXP96155523/A#49013/R=0/SIGujt3qbm/*http://clickserve.cc-dt.com/link/click?lidA000000005848070> 
>
>
>
> ------------------------------------------------------------------------
> Yahoo! Groups Links
>
>     * To visit your group on the web, go to:
>       http://groups.yahoo.com/group/MouthpieceWork/
>        
>     * To unsubscribe from this group, send an email to:
>       MouthpieceWork-unsubscribe@yahoogroups.com
>       <mailto:MouthpieceWork-unsubscribe@yahoogroups.com?subject=Unsubscribe>
>        
>     * Your use of Yahoo! Groups is subject to the Yahoo! Terms of
>       Service <http://docs.yahoo.com/info/terms/>.
>
>

That's a rough deal.

I think the best thing to do moving forward is to clearly define the terms
of business in such a way that you are protected.  I am insisting on people
using a method of shipping that includes tracking for any returns.  If a
piece is returned damaged or not in the same shape as when you sent it out
then either a return shouldn't be issued or a prorated return should be
made.  I also think it's a good idea to charge some sort of restocking fee.



Ed

-----Original Message-----
From: Keith Bradbury [mailto:kwbradbury@...] 
Sent: Friday, September 24, 2004 6:39 PM
To: MouthpieceWork@yahoogroups.com
Subject: [MouthpieceWork] Dealing with a "difficult" client

I hate to talk about the ugly side of this business.  Any business 
that deals people in good faith can have problems.  Up 'til now, I 
have had an easy time bending over backwards to please some 
occasional unreasonable expectations.  Often I'm rewarded with return 
business or an Email months later saying that they like the piece 
they thought was "no good" after all.  Today, I feel bent over 
frontward and violated.

A client from France asked me to purchase a new Dukoff D9 for him and 
rework it to replace a long lost Dukoff he once had.  Total cost 
including my rework and s/h was $260.  He got it, claimed it was "no 
good" and demanded a refund.  Now, I know my work is far from "no 
good" and I was looking forward to getting this piece back for my own 
use.  So I sent him a full refund (customer service taken too far), 
asked him to return the piece and told him I would work on another 
one for him at my cost if he wished.  He asked what I would do 
differently and we agreed that he would probably not want the 
Dukoff "wart" removed from the chamber.  Most players love to see it 
go since Dukoffs can be too bright and thin.

Six weeks go by and I see nothing returned.  I start Emailing and get 
no replies.  After another two weeks, I get a reply.  The client 
claims to have been on vacation and the person he left the piece with 
did not return it for him.   He says he will mail it.  I'm hopeful.  
About 2 weeks later, today, I finally get the piece.  At first I 
thought it was a different piece.  Then I see my "MOJO" and facing 
numbers scratched into the side.  The wedge baffle has been rough 
filed from a "D" to a "M" design.  The baffle by the tip has been 
relieved to the point where the bite plate has broken through the 
roof.  The table is convex.  I have not even begun to check out the 
facing curve.

I am just appalled that another sax brother would do this.  There are 
a lot of people in this world, so I guess it is just a matter of time 
before one's first really bad experiance comes along.  I just needed 
to vent about this one as part of my healing process.

Even before getting the piece, I had decided not to give full refunds 
without getting the piece back first.  I think I would have rather 
that he did not send the piece back instead of having a hacked one 
sent back.  It adds insult to injury.

I have asked for an explanation, but do not expect one.





Got a Mouthpiece Work question?  Send it to MouthpieceWork@yahoogroups.com

Visit the site at http://groups.yahoo.com/group/MouthpieceWork to see the
Files, Photos and Bookmarks relating to Mouthpiece Work.

To see and modify your groups, go to http://groups.yahoo.com/mygroups 
Yahoo! Groups Links



 

I can only cringe as I read this and wonder why the world is as it is...

Toby
  ----- Original Message ----- 
  From: Keith Bradbury 
  To: MouthpieceWork@yahoogroups.com 
  Sent: Saturday, September 25, 2004 8:38 AM
  Subject: [MouthpieceWork] Dealing with a "difficult" client


  I hate to talk about the ugly side of this business.  Any business 
  that deals people in good faith can have problems.  Up 'til now, I 
  have had an easy time bending over backwards to please some 
  occasional unreasonable expectations.  Often I'm rewarded with return 
  business or an Email months later saying that they like the piece 
  they thought was "no good" after all.  Today, I feel bent over 
  frontward and violated.

  A client from France asked me to purchase a new Dukoff D9 for him and 
  rework it to replace a long lost Dukoff he once had.  Total cost 
  including my rework and s/h was $260.  He got it, claimed it was "no 
  good" and demanded a refund.  Now, I know my work is far from "no 
  good" and I was looking forward to getting this piece back for my own 
  use.  So I sent him a full refund (customer service taken too far), 
  asked him to return the piece and told him I would work on another 
  one for him at my cost if he wished.  He asked what I would do 
  differently and we agreed that he would probably not want the 
  Dukoff "wart" removed from the chamber.  Most players love to see it 
  go since Dukoffs can be too bright and thin.

  Six weeks go by and I see nothing returned.  I start Emailing and get 
  no replies.  After another two weeks, I get a reply.  The client 
  claims to have been on vacation and the person he left the piece with 
  did not return it for him.   He says he will mail it.  I'm hopeful.  
  About 2 weeks later, today, I finally get the piece.  At first I 
  thought it was a different piece.  Then I see my "MOJO" and facing 
  numbers scratched into the side.  The wedge baffle has been rough 
  filed from a "D" to a "M" design.  The baffle by the tip has been 
  relieved to the point where the bite plate has broken through the 
  roof.  The table is convex.  I have not even begun to check out the 
  facing curve.

  I am just appalled that another sax brother would do this.  There are 
  a lot of people in this world, so I guess it is just a matter of time 
  before one's first really bad experiance comes along.  I just needed 
  to vent about this one as part of my healing process.

  Even before getting the piece, I had decided not to give full refunds 
  without getting the piece back first.  I think I would have rather 
  that he did not send the piece back instead of having a hacked one 
  sent back.  It adds insult to injury.

  I have asked for an explanation, but do not expect one.




  Got a Mouthpiece Work question?  Send it to MouthpieceWork@yahoogroups.com

  Visit the site at http://groups.yahoo.com/group/MouthpieceWork to see the Files, Photos and Bookmarks relating to Mouthpiece Work.

  To see and modify your groups, go to http://groups.yahoo.com/mygroups 


        Yahoo! Groups Sponsor 
              ADVERTISEMENT
             
       
       


------------------------------------------------------------------------------
  Yahoo! Groups Links

    a.. To visit your group on the web, go to:
    http://groups.yahoo.com/group/MouthpieceWork/
      
    b.. To unsubscribe from this group, send an email to:
    MouthpieceWork-unsubscribe@yahoogroups.com
      
    c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms of Service. 

Mojo, I have played saxophone off and on for 30 years; I have worked 
professionally on radio, tv, concerts and studios; I have had 
several mpc. artists work on various links i have owned over the 
years; i have seen and played your work and it is outstanding; as a 
business person myself (attorney, not refacing!)I believe an artist 
must aggressively take control of the terms of their craft; get full 
pay in advance; make no guarantees; no guaranteed trial period; if a 
trial period is offered, limit the time period; limit the number of 
trial periods; make sure the piece returned for further adjustment 
is sent by insured mail at the customer's cost; make a condition of 
any adjustment that the piece be in exactly the same condition as 
sent; and try limiting your craft to people who come to you by 
referral; finally, and unfortunately, a lot of businesses must 
determine their pricing by factoring in the cost of doing business 
with "difficult" clients to the harm to "good" clients; i know that 
if i did not have "difficult" clients the cost of my services could 
be reduced signficantly; mike collins



--- In MouthpieceWork@yahoogroups.com, "Toby" <kymarto123@y...> 
wrote:
> I can only cringe as I read this and wonder why the world is as it 
is...
> 
> Toby
>   ----- Original Message ----- 
>   From: Keith Bradbury 
>   To: MouthpieceWork@yahoogroups.com 
>   Sent: Saturday, September 25, 2004 8:38 AM
>   Subject: [MouthpieceWork] Dealing with a "difficult" client
> 
> 
>   I hate to talk about the ugly side of this business.  Any 
business 
>   that deals people in good faith can have problems.  Up 'til now, 
I 
>   have had an easy time bending over backwards to please some 
>   occasional unreasonable expectations.  Often I'm rewarded with 
return 
>   business or an Email months later saying that they like the 
piece 
>   they thought was "no good" after all.  Today, I feel bent over 
>   frontward and violated.
> 
>   A client from France asked me to purchase a new Dukoff D9 for 
him and 
>   rework it to replace a long lost Dukoff he once had.  Total cost 
>   including my rework and s/h was $260.  He got it, claimed it 
was "no 
>   good" and demanded a refund.  Now, I know my work is far 
from "no 
>   good" and I was looking forward to getting this piece back for 
my own 
>   use.  So I sent him a full refund (customer service taken too 
far), 
>   asked him to return the piece and told him I would work on 
another 
>   one for him at my cost if he wished.  He asked what I would do 
>   differently and we agreed that he would probably not want the 
>   Dukoff "wart" removed from the chamber.  Most players love to 
see it 
>   go since Dukoffs can be too bright and thin.
> 
>   Six weeks go by and I see nothing returned.  I start Emailing 
and get 
>   no replies.  After another two weeks, I get a reply.  The client 
>   claims to have been on vacation and the person he left the piece 
with 
>   did not return it for him.   He says he will mail it.  I'm 
hopeful.  
>   About 2 weeks later, today, I finally get the piece.  At first I 
>   thought it was a different piece.  Then I see my "MOJO" and 
facing 
>   numbers scratched into the side.  The wedge baffle has been 
rough 
>   filed from a "D" to a "M" design.  The baffle by the tip has 
been 
>   relieved to the point where the bite plate has broken through 
the 
>   roof.  The table is convex.  I have not even begun to check out 
the 
>   facing curve.
> 
>   I am just appalled that another sax brother would do this.  
There are 
>   a lot of people in this world, so I guess it is just a matter of 
time 
>   before one's first really bad experiance comes along.  I just 
needed 
>   to vent about this one as part of my healing process.
> 
>   Even before getting the piece, I had decided not to give full 
refunds 
>   without getting the piece back first.  I think I would have 
rather 
>   that he did not send the piece back instead of having a hacked 
one 
>   sent back.  It adds insult to injury.
> 
>   I have asked for an explanation, but do not expect one.
> 
> 
> 
> 
>   Got a Mouthpiece Work question?  Send it to 
MouthpieceWork@yahoogroups.com
> 
>   Visit the site at http://groups.yahoo.com/group/MouthpieceWork 
to see the Files, Photos and Bookmarks relating to Mouthpiece Work.
> 
>   To see and modify your groups, go to 
http://groups.yahoo.com/mygroups 
> 
> 
>         Yahoo! Groups Sponsor 
>               ADVERTISEMENT
>              
>        
>        
> 
> 
> -------------------------------------------------------------------
-----------
>   Yahoo! Groups Links
> 
>     a.. To visit your group on the web, go to:
>     http://groups.yahoo.com/group/MouthpieceWork/
>       
>     b.. To unsubscribe from this group, send an email to:
>     MouthpieceWork-unsubscribe@yahoogroups.com
>       
>     c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms 
of Service.

This is the world of business...it's the 10% (if you're lucky) jerk 
factor. Unfortunately, it encourages 'business-persons' to be hard-
nosed and thick-skinned. I have managed a variety of businesses (both 
personal and for startups and companies) and one must always budget 
for two things: "good will" and "dead accounts"...these should be 
obvious. The percentage varies according to the type of business, but 
you need to just make a call and add it to the cost of your services 
and products in a balance that you believe the market can bear. Those 
of us with day jobs who do some things on the side as much for good 
will as anything else...hmmm. Imagine how WW&BW accounts for all the 
mouthpiece 'trials' that they support...most people just try 
mouthpieces with no intention of ever buying one. My guess is that 
they chalk this up to good will. 

jeff

--- In MouthpieceWork@yahoogroups.com, "mdc5220" <chedoggy@e...> 
wrote:
> Mojo, I have played saxophone off and on for 30 years; I have 
worked 
> professionally on radio, tv, concerts and studios; I have had 
> several mpc. artists work on various links i have owned over the 
> years; i have seen and played your work and it is outstanding; as a 
> business person myself (attorney, not refacing!)I believe an artist 
> must aggressively take control of the terms of their craft; get 
full 
> pay in advance; make no guarantees; no guaranteed trial period; if 
a 
> trial period is offered, limit the time period; limit the number of 
> trial periods; make sure the piece returned for further adjustment 
> is sent by insured mail at the customer's cost; make a condition of 
> any adjustment that the piece be in exactly the same condition as 
> sent; and try limiting your craft to people who come to you by 
> referral; finally, and unfortunately, a lot of businesses must 
> determine their pricing by factoring in the cost of doing business 
> with "difficult" clients to the harm to "good" clients; i know that 
> if i did not have "difficult" clients the cost of my services could 
> be reduced signficantly; mike collins
> 
> 
> 
> --- In MouthpieceWork@yahoogroups.com, "Toby" <kymarto123@y...> 
> wrote:
> > I can only cringe as I read this and wonder why the world is as 
it 
> is...
> > 
> > Toby
> >   ----- Original Message ----- 
> >   From: Keith Bradbury 
> >   To: MouthpieceWork@yahoogroups.com 
> >   Sent: Saturday, September 25, 2004 8:38 AM
> >   Subject: [MouthpieceWork] Dealing with a "difficult" client
> > 
> > 
> >   I hate to talk about the ugly side of this business.  Any 
> business 
> >   that deals people in good faith can have problems.  Up 'til 
now, 
> I 
> >   have had an easy time bending over backwards to please some 
> >   occasional unreasonable expectations.  Often I'm rewarded with 
> return 
> >   business or an Email months later saying that they like the 
> piece 
> >   they thought was "no good" after all.  Today, I feel bent over 
> >   frontward and violated.
> > 
> >   A client from France asked me to purchase a new Dukoff D9 for 
> him and 
> >   rework it to replace a long lost Dukoff he once had.  Total 
cost 
> >   including my rework and s/h was $260.  He got it, claimed it 
> was "no 
> >   good" and demanded a refund.  Now, I know my work is far 
> from "no 
> >   good" and I was looking forward to getting this piece back for 
> my own 
> >   use.  So I sent him a full refund (customer service taken too 
> far), 
> >   asked him to return the piece and told him I would work on 
> another 
> >   one for him at my cost if he wished.  He asked what I would do 
> >   differently and we agreed that he would probably not want the 
> >   Dukoff "wart" removed from the chamber.  Most players love to 
> see it 
> >   go since Dukoffs can be too bright and thin.
> > 
> >   Six weeks go by and I see nothing returned.  I start Emailing 
> and get 
> >   no replies.  After another two weeks, I get a reply.  The 
client 
> >   claims to have been on vacation and the person he left the 
piece 
> with 
> >   did not return it for him.   He says he will mail it.  I'm 
> hopeful.  
> >   About 2 weeks later, today, I finally get the piece.  At first 
I 
> >   thought it was a different piece.  Then I see my "MOJO" and 
> facing 
> >   numbers scratched into the side.  The wedge baffle has been 
> rough 
> >   filed from a "D" to a "M" design.  The baffle by the tip has 
> been 
> >   relieved to the point where the bite plate has broken through 
> the 
> >   roof.  The table is convex.  I have not even begun to check out 
> the 
> >   facing curve.
> > 
> >   I am just appalled that another sax brother would do this.  
> There are 
> >   a lot of people in this world, so I guess it is just a matter 
of 
> time 
> >   before one's first really bad experiance comes along.  I just 
> needed 
> >   to vent about this one as part of my healing process.
> > 
> >   Even before getting the piece, I had decided not to give full 
> refunds 
> >   without getting the piece back first.  I think I would have 
> rather 
> >   that he did not send the piece back instead of having a hacked 
> one 
> >   sent back.  It adds insult to injury.
> > 
> >   I have asked for an explanation, but do not expect one.
> > 
> > 
> > 
> > 
> >   Got a Mouthpiece Work question?  Send it to 
> MouthpieceWork@yahoogroups.com
> > 
> >   Visit the site at http://groups.yahoo.com/group/MouthpieceWork 
> to see the Files, Photos and Bookmarks relating to Mouthpiece Work.
> > 
> >   To see and modify your groups, go to 
> http://groups.yahoo.com/mygroups 
> > 
> > 
> >         Yahoo! Groups Sponsor 
> >               ADVERTISEMENT
> >              
> >        
> >        
> > 
> > 
> > ------------------------------------------------------------------
-
> -----------
> >   Yahoo! Groups Links
> > 
> >     a.. To visit your group on the web, go to:
> >     http://groups.yahoo.com/group/MouthpieceWork/
> >       
> >     b.. To unsubscribe from this group, send an email to:
> >     MouthpieceWork-unsubscribe@yahoogroups.com
> >       
> >     c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms 
> of Service.

As settlement, I requested he pay 1/2 price or $130.  I still think 
this is unfair, but it is a compromise.  He refused.  

My "difficult" client is Aime Elbaz from Sarcelles, France.  It is OK 
with me if you want to deal with him... just take this warning to 
protect yourself as best you can.

I am part to blame for this outcome.  I allowed him to take advantage 
of my good will.  I still plan to offer good customer service in the 
future, but I will be more careful with making credits.

Thanks to all with your suggestions on this topic.

It's not unreasonable for you to require a mouthpiece be returned in 
original condition prior to a refund being issued.  If potential client 
balks at that, then you probably don't want to do business with them anyway.


>From: "Keith Bradbury" <kwbradbury@...>
>Reply-To: MouthpieceWork@yahoogroups.com
>To: MouthpieceWork@yahoogroups.com
>Subject: [MouthpieceWork] Re: Dealing with a "difficult" client
>Date: Mon, 27 Sep 2004 16:59:27 -0000
>
>
>As settlement, I requested he pay 1/2 price or $130.  I still think
>this is unfair, but it is a compromise.  He refused.
>
>My "difficult" client is Aime Elbaz from Sarcelles, France.  It is OK
>with me if you want to deal with him... just take this warning to
>protect yourself as best you can.
>
>I am part to blame for this outcome.  I allowed him to take advantage
>of my good will.  I still plan to offer good customer service in the
>future, but I will be more careful with making credits.
>
>Thanks to all with your suggestions on this topic.
>
>
>
>
>
>
>Got a Mouthpiece Work question?  Send it to MouthpieceWork@yahoogroups.com
>
>Visit the site at http://groups.yahoo.com/group/MouthpieceWork to see the 
>Files, Photos and Bookmarks relating to Mouthpiece Work.
>
>To see and modify your groups, go to http://groups.yahoo.com/mygroups
>Yahoo! Groups Links
>
>
>
>
>
>
>

_________________________________________________________________
Express yourself instantly with MSN Messenger! Download today - it's FREE! 
http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

Thanks Keith, for relating this experience and also posting the 
client's name. I was going to ask you to do this as a service to 
those of us who might stand to get burned by him as well.

I'm trying to cultivate my client base here in Canada, and have 
pointed potential clients from the U.S. towards you and other 
American refacers. Dealing with cross-border shipping/duties/taxes 
between Canada and the U.S. is quite often a pain for both parties.

I might have been tempted to take a client from France though, so I'm 
thankful for the heads up.

Merlin Williams
www.merlinwilliams.com

--- In MouthpieceWork@yahoogroups.com, "Keith Bradbury" 
<kwbradbury@y...> wrote:
> As settlement, I requested he pay 1/2 price or $130.  I still think 
> this is unfair, but it is a compromise.  He refused.  
> 
> My "difficult" client is Aime Elbaz from Sarcelles, France.  It is 
OK 
> with me if you want to deal with him... just take this warning to 
> protect yourself as best you can.
> 
> I am part to blame for this outcome.  I allowed him to take 
advantage 
> of my good will.  I still plan to offer good customer service in 
the 
> future, but I will be more careful with making credits.
> 
> Thanks to all with your suggestions on this topic.