They are two interesting points. Wrt 1, this is not only possible it is probable. We have thousands of customers. Some of them are/will be better than us at ANY service we offer. Most will not. There is an inherent cost advantage for those that do. Believe me this is not about us being smarter. Also, I don't think you want to really use watchmakers or shoemakers as your role model here. They are both noble, but nearly extinct professions. Most users of internet services have no idea how to use them well. Again, email being the best example. This is not about marketing but about service. In the end the successful internet services businesses will be those who have the most productive, satisfied customers. Those will be the ones who, front to back, take the time to understand how their customers use these services and help them use them better. Again, its not about marketing but about service. One can choose to take that to mean answering the phone, but it doesn't to me and it doesn't to those who will win. thanks for taking the time to comment. en