<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Nevsky:
Some of the same objectives could have been accomplished in a much more customer friendly way that might have had the dual benefit of increasing customer satisfaction (or, as Hippocrates might say, in a way that does no harm (or at least minimizes it) and increases revenue.
</font>
If we knew what that silver bullet is, we would have implemented it in a flash. We seriously don't believe there is such a silver bullet in terms of affecting pricing vs. benefits.
There is certainly some validity in the observation that our current method of communication with our customers is counter-productive to deliver our changes good or bad. We have been told over and over again that being straight with our customers and making them our partners in these difficult times rather than trying to manipulate them is a better way to manage this.
You do have to understand that this is a much different way of doing business than we are used to and it takes time for us to learn and adopt it. Not all of our management is comfortable with it as yet but that is one of the challenges we will have to face going forward.