Rod - for once something we totally agree on there

Tim - Regardless of who the company is, the "customer" isn't always right - remember, there is a right way and a wrong way to speak to people, if the "customer" started to get off on the wrong foot then obviously he is going to get the short end of the stick in return regardless of who he/she/it/thing/animal is - happens all the time, if people speak right to other people then the best service is offered