> we ship maybe one kit every day.
> Of all of those shipped, I have had three complaints _ever_ about a > pipe that wouldn't fit.
>
As a business owner you should realize that not everyone who is unhappy
complains. In fact VERY FEW people complain about anything. That is why
poor service is so pervasive.
However, you can bet that they tell their friends and associates about
thier experience.
Smart business people will send out a bill/invoice with a section
soliciting feedback about products/service.