Here’s a 14-year history of the $100 Service Guarantee credits we’ve issued. Yearly totals rarely match the number of external (customer) errors we track since some customers simply refuse credits. Why?

1. Many mistakenly feel we penalize our employees for making mistakes, although we never have since that would hamper the improvement process
2. Some are so pleased with our otherwise flawless service that they consider an occasional mistake as normal
3. Still others feel they’re partially to blame for an error

Our goal, of course, is to issue no $100 credits!
When we first offered Service Guarantees in 1986, we backed them with $50 Credits. We increased the amount to $100 in 1998. Here’s why”