business news in context, analysis with attitude

I'm faced with a decision that everybody who runs a business faces from time to time.  You get one emailed complaint, and you have to decide - is this an outlier, the opinion of just one person?   Or is it the opinion of a thousand people who just didn't write in?

In the end, I've decided it doesn't matter … and I am going to take a moment to answer the question just because I believe in transparency.  Plus, I think we know each other well enough to be honest with one another…