What's your agency's standard for quality? It seems unrealistic to expect quality standards of 100% . . . after all, nobody's perfect. Wouldn't life be a lot easier and less stressful if everyone accepted a certain amount of predictable human frailty and built in a margin for error? It could even be called something impressive and positive sounding-'acceptable quality level,' for example.

EXPLAIN HIGH PRICES Dear (Customer Name): UP, UP, AND AWAY . . . unfortunately, that's where insurance costs seem to be heading these days. More and more people are suing America...