John J. Lee wrote:
> John Nagle <[EMAIL PROTECTED]> writes:
>
>
>>[EMAIL PROTECTED] wrote:
> Traditionally, in the open source world, one does something about it,
> or shuts up after having made one's point, say, ten or twenty times
In retail, there's an assumption that for every customer who complains
about a real problem, about a hundred customers noticed it and didn't complain,
and about twenty of them will never come back.
There's a great little book, "A Complaint is a Gift", about this.
John Nagle
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