Want Customer Satisfaction? Get "Mildly Angry"

In late October I asked the furniture refinisher when he expected to have my table repaired. He said, "We're promising deliveries for Christmas."

By the end of January, I had heard nothing, so I called to cancel the job and to ask him to return my precious antique.

"No problem," he said.

Ten weeks later, I had four lonely chairs, but still, no table. Spring had arrived, the birds were singing, but I wasn