[Jim Sachs]

My friend Steve is the customer-support guy during the week, and my cousin Vic handles it on weekends. They are both very dedicated to giving prompt responses to the many people who send email asking questions. A large percentage of these people are extremely rude in their first message, probably because that's the only way they can get any response from other companies. Most of them soften up considerably when they get an answer in just a few minutes.