I must say, as much as I agree with the contents of your argument, and I am not saying this was intentional, I resent the fact that you've co-opted the reply-sp

I must say, as much as I agree with the contents of your argument, and I am not saying this was intentional, I resent the fact that you've co-opted the reply-space to plug back in managerial or organizational culture issues, which was already being discussed in the rest of the thread extensively. I wish you would have stayed on topic with the idea of customer culture issues, or lack thereof.