[Dan Stryffeler]

There has to be a balance between customer service, cash flow and profitablity - the last two items being something that a lot of dot-coms forgot about when they tore down the "bricks and mortar" and started including free freight, free returns, etc.

I don't know that the customer is always right, (sorta like one of those "there are no dumb questions" sayings) - but I'll concede that the right customer is always right.

When the consumer no longer has any responsibilty in the transaction, we are in big trouble.

- Dan