I totally get that, but on the other hand it doesn't have to be that way. There's plenty of anecdotal evidence across all companies & industries that suggests you'll get the cheeriest, best customer-service experiences where you have a HQ or a large concentration of employees who are fully engaged with their employer & customer. And I know I may have gotten the 2-3 disinterested bad apples. Who knows. I do hate that this one CLT data point was a sour one for us, that's all.