Very true, Ron, but today the "secret" is communication.  If a trader has a problem with one particular order, then communicating with the customer having the problem will usually gain a satisfactory conclusion, as opposed to ignoring the problem and hoping it will go away.   If the trader has supply problems, again, being open about it preserves his good name.  If you go out of your way to get a poor reputation, the opportunity to redeem yourself might never happen.<div>When I was involved with quality assurance, it was noticeable that some groups struggled.  They were the ones who said "How much do I need to do to say I can tick these boxes?" and had the most customer complaints.  Others said "Lets do the job right" and found that they could tick all their boxes without any problem, and had the happiest customers.  Oddly enough, they also cost the least to run.</div>