My wife and I are threatening to write a book based on the bad customer service incidents we've had, most recently with banks and our phone company. Also, because we were both job hunting a couple of months ago, we wound up with literally dozens of stories concerning "online employment applications". Why do so few companies use generic applications? Good grief! It would be a simple matter to generate an XML model for employment applications. You'd think. Les Schwab Tires has one of the best customer service models in the world. I'm rambling; time to go.