October 1, 1995

In a government-conducted study of various types of retailers nationwide it was discovered that:

�96 percent of unhappy customers never complain to the service provider about rude treatment.

�90 percent or more who are dissatisfied with the service they receive will not buy again or come back.

�Each of those unhappy customers will tell his or her story to at least nine other people, and a significant percent of those unhappy people will tell their story to more than twenty people.