I agree with you timi, if the customer is clearly not happy with your service no matter what, sometimes the best thing you cna do to help the customer is help them find a new home We help both customers transfer in and out. Helping transfer a customer out based on server needs or what have you seems to turn out well since the customer knows you're there for them the whole way through and value them as a customer, not as a $ amount which can help your rep!