Clark is constantly amazed that so many companies think that it's OK to treat their customers horribly, with what he calls Customer No-Service policies. "Customer care" employees are given almost no power these days to fix problems, and in some cases, are actually ordered to try to sell you new services and products when you're calling with a problem. Another stupid thing they do: they only offer good deals to new customers. Businesses should reward customers for their loyalty, but that's not the way it is. According to a survey in USA Today, Customer Service is the #1 reason people choose to stay with a company long-term. (Product quality is a distant second, and price a distant third.) It sometimes seems that these companies are following in the footsteps of the dinosaurs...the bigger they get, the smaller their brains get. And we know what happened to the dinosaurs!