I agree with the sibling posts about escalation and so forth, but your numbers also don't capture customer recruitment. I'm fortunate enough to live within Soni

I agree with the sibling posts about escalation and so forth, but your numbers also don't capture customer recruitment. I'm fortunate enough to live within Sonic's catchment area in the Bay Area, and have just moved the company for which I'm responsible over to 100% Sonic. My advocacy for them is 85% based on their superlative tech support, and our new business account will pay for half of one of those "truly cares" engineers. I'm damn happy to do it. Incidentally, I think I've persuaded three or four neighbors to switch to (residential) Sonic, and one professional contact to set up a business account for his company. I think good customer support/relations has to be committed to for reasons that don't immediately show up on spreadsheets, with the trust that they will pay long-term dividends. I realize that is antithetical to The Way Things Work Now, but in both my personal and professional lives I try only to do business with companies that agree.