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</o:shapelayout></xml><![endif]--></head><body bgcolor=white lang=EN-US link=blue vlink=purple><div class=WordSection1><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Yes, that’s the decision that the previous business owner made. (Whose name didn’t sound anything like “Bay Jorden”). <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>While he thought he was doing good, he was ruining his company (and thus his ability to continue servicing his customers with the product).<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>You can ridicule the specifics all you want, the only relevance that translates to my point is one of human nature. I believe (and I have experienced the trend) that people care less when they are not directly tied to finances.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Is there anyone on this list that rents out residential property? Would you say that people take more care of the apartment/house when a security deposit is on the line? Or would you say that people generally take care of the facilities regardless?<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Jay</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p></o:p></span></p></div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Moscow Cares [mailto:moscowcares@moscow.com] <br><b>Sent:</b> Wednesday, January 18, 2012 1:26 PM<br><b>To:</b> keely emerinemix<br><b>Cc:</b> Jay Borden; vision2020@moscow.com<br><b>Subject:</b> Re: [Vision2020] More Proof Preventative Health Care Saves<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>According to Jay Borden:<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>"Turns out the problem had nothing to do with design… it was customers not bothering to read or learn anything about proper use of the widgets, or trying to use the widgets for a completely different purpose altogether. </span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Tack on a free replacement guarantee, and customers didn’t bother to self-educate… they just let the company “fix the problem” with the warranty."</span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>So, what you are telling us, Mr. Borden, is . . .</span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Although the customers clearly violated a product's warranty by " . . . </span><span class=apple-style-span><span style='font-size:11.5pt;font-family:"Calibri","sans-serif";color:#1F497D'>trying to use the widgets for a completely different purpose altogether . . . ", the company honored the warranty and replaced the product.</span></span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span class=apple-style-span><span style='font-size:11.5pt;font-family:"Calibri","sans-serif";color:#1F497D'>That's right up there with . . .</span></span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span class=apple-style-span><span style='font-size:11.5pt;font-family:"Calibri","sans-serif";color:#1F497D'>John Smith was going into the widget business. He would go to the widget manufacturer, load up his truck with widgets (at $10 each), take them back to his store, and sell them at $9 each. This went on for a couple months. He was wondering why he was losing money on what he considered to be a sound business venture. He sought advice on what he should do from a business advisor; let's call him Bay Jorden. Bay Jorden, after weeks of meticulous research into John Smith's business practices, came up with what he considered a sure-win solution. He suggested to John Smith that what he needs is a . . . larger truck.</span></span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p> </o:p></span></p><p class=ecxmsonormal style='margin:0in;margin-bottom:.0001pt'><span class=apple-style-span><span style='font-size:11.5pt;font-family:"Calibri","sans-serif";color:#1F497D'>Sidebar to Mr. Borden: Do you know if this guy is selling cars? I have a friend that can certainly use a new car . . . every year.</span></span><span style='font-size:11.5pt;font-family:"Tahoma","sans-serif"'><o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>Seeya later, Moscow.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Tom Hansen<o:p></o:p></p></div><div><p class=MsoNormal>Post Falls, Idaho<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>"If not us, who?<o:p></o:p></p></div><div><p class=MsoNormal>If not now, when?"<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>- Unknown<o:p></o:p></p></div></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><br>On Jan 18, 2012, at 12:57 PM, keely emerinemix <<a href="mailto:kjajmix1@msn.com">kjajmix1@msn.com</a>> wrote:<o:p></o:p></p></div><blockquote style='margin-top:5.0pt;margin-bottom:5.0pt'><p class=ecxmsonormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Turns out the problem had nothing to do with design… it was customers not bothering to read or learn anything about proper use of the widgets, or trying to use the widgets for a completely different purpose altogether. </span><o:p></o:p></p><p class=ecxmsonormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><o:p></o:p></p><p class=ecxmsonormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Tack on a free replacement guarantee, and customers didn’t bother to self-educate… they just let the company “fix the problem” with the warranty.</span><o:p></o:p></p></blockquote></div></body></html>