I dont know if it will do more harm than good, to post this, but I think its a good read nevertheless. The AOL maunal on customer retention leaked out to the net a couple days ago as and the consumerist published the whole thing in PDF format. To sum it up If anyone knows how to continue a failing relationship its AOL They were voted one of the top 10 worst tech companies ever, hell i think they were #1. Any way, its a resource use it however you chose, for good or for evil. [url]http://consumerist.com/consumer/exclusive/aol-retention-manual-uploaded-in-full-188310.php[/url]