Let's face it. There will always be some customers that you cannot affort to keep. This woman may be one of those. There was interesting article in Home Office Computing during the past year about this very problem. If you are on AOL you can look it up directly. One of the piano faculty at a local university is one of these. She figures she owns the soul of any technician who walks in her door. On the times she has contacted me, I suggest she call her "regular" technician.
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