Nice post. Couldn't agree with you more. Somehow, mediocrity is not only accepted, but looked up to these days. I remember the golden rule about treating others as you'd like to be treated. Guess I'm just old fashioned. Maybe customer service disappeared with all the technology that's so prevalent. When was the last time you saw people actually walking and enjoying life without being glued to their dumb phone? Yeah, me either.

Great post. I agree with everything you said............I remember growing up in the Nordstrom, American Express and Marriott era where they were the white glove of customer service. The only company left that actually treats you like a human being is Nordstrom and small business owners. Try asking for a supervisor on the phone..........they hang up. Most of this behavior or lack of is because we have a generation that cannot communicate from video games.

How do we fix this? Take the phones away. Communicate. Shut down the video games. Communicate. Teach respect and boundrys at an early age. Communicate. How often do you see a boy not open the door for an elderly person. The word respect is just missing. The take away...............no one cares.

-pam ghaster

Go to a gun dealer and you'll experience bad customer service like this X 10.

It's like the guys who work there are the washouts from police psychological testing. They have HUGE chips on their shoulders and have no patience for anyone beneath them (which is pretty much everyone). Their egos keep them from coming anywhere close to being customer service oriented. They have the guns and you want the guns, so you need to bow to them. No thanks, Tackleberry.

Obviously there are some good guys out there, but for the most part, you're not likely to find them. If you do find one, stick with him.

It's because big corporations are all about profit. They are only looking at their next quarterly report.

Cost of *everything* goes up. But wages, hours, and training programs go down. The amount of stress on the shoulders of these part-time workers with no training is staggering.

So you will stop shopping at a certain store? No big deal. They will make up the cost by passing it onto the workers and other consumers.

"So I emailed that store's home office customer service department and cc'd their VP."

I give the author a lot of credit for trying to help this pathetic company stay in business.

I agree with you Mars.

Short term profits shouldn't trump long term strategy of customer satisfaction. They are basically signing their own execution by doing this.

Corporations should be investing in their workforce. A strong workforce is key to long term survival in today's economy.

As a person who works in retail, I can tell you that not only do we get treated poorly by the customers, we are also getting treated poorly by our managers. We don't get paid a living wage, and are yelled at, cussed out, and treated rudely by both customers and management. Most days I am afraid to ask customers if they need help finding anything as nine times out of ten I am going to be told "I can find it myself" in a rude manner only to hear that same customer yell at me 10 minutes later that they have never had such poor customer service. We have to try to talk over people on their cell phones, taking this call because it's "important" - as if we aren't. Or holding up my line while you text your friend to meet you somewhere. So the better question might be whatever happened to old fashioned manners?

After reading this, and after managing a retail operation for over 15 years I think it comes down to a couple things. Company culture, hiring criteria, training and evaluation, and treating human beings that way we want to be treated. The company culture has to be one that stresses customer service and open communication amongst the staff. Also, the employee has to be empowered to deal with tough situations and given the tools to do something about it. The employee also has be be held accountable for poor customer service. Not by the VP, but by the direct manager. Role playing is a good way to work through that process. You also need to hire people that mimic the emphasis placed on customer service. You can't teach personality so you need to find people who can smile, communicate (at an above average level), and have a desire to help people. If they don't, they need to get off the bus.

Juan that was a very good reply to a very good article. I've seen good retail employees being rudely treated by customers. There is NO patience anymore in this FAST technical world. It's like blaming the gas station clerk for the high price of gas. I'm also familiar with the "gossiping" empoyees. Many times I've had to wait for the "story" to end before the actual check out process began. Managers NEED to manage their stores by getting out ONTO the floor and observing and listening to their customers as well as their employees. Yes, there's a lot of paperwork to be done but, managers are basically salary and the position was offered and taken with the understanding that management is supposed to be an "above the call and beyond" position.
Behavior STARTS in the environment you were raised in. Each generation seems to want to give their children that "little bit more" that we didn't have. If you have loud, rude parents and they appear to get away with it, then the kids have to assume it's OK and it's the domino affect from there. Eventually that leak turns into a flood and generates the revealing article written by Angie.

Our society is getting further away from personable skills...and it's our own fault. We keep using the Self Checkout lanes and buying products on-line. Retail associates will soon be a thing of the past. Unfortunately along with that, a younger generation that can't say "Hello" or look you in the eye when they want to communicate. But wow can they scroll, thumb, and text their way on their devices. Sad indeed.

As someone who has worked in customer service for years I can also point out how rude customers can be. Try getting them to answer you while they are mid cell chat. When you try to move on to the next person they then act indignent!! People who speak so softly then get ticked off when you have to ask them to please repeat what they said. People who interrupt you, while you are with someone else, and demand that you take care of or fix their little issue.

I agree that customer service has gone down hill, but there is the other side as well.

Stop blaming technology for lack of politeness and blame the bad parenting skills. You treat people like you want to be treated. And yes, that goes for being a polite customer also.

I understand the frustration of low pay, impossible to please managers, and extremely rude customers. I've worked in customer service jobs anywhere from retail, to hospitality, to call centers, and technical support. I've been spit on, kicked, pushed, punched in the face, cussed at, yelled at, followed to my car and harassed at the end of my shift, you name it. But the expectation was for me to be courteous at all times. Anything less would result in my termination from those jobs. Don't get me wrong, I'm not leaving total blame on the employee's side of the customer/retailer relationship. But I do expect people to do their jobs, and do them respectfully. I think the issue is much larger than this one symptom. Terry is right, behavior starts in the environment in which one is raised. My concern is that if this is the kind of behavior that we tolerate in our society today, what will we tolerate tomorrow? I'm not okay with customers spitting on store employees. And I'm not okay with customers cussing them, or yelling at them either. I'm also not okay with store employees being rude and disrespectful. It works both ways. If you want to be treated better, treat others around you better. You have to give respect in order to receive it.

I try to shop at locally-owned businesses partly for that reason. They know good customer service is how to build a business. And the money stays local.

Sad to say, but a big part of the reason customer service has gotten so bad is the culture. Young people are no longer taught manners and respect for others. They think nothing of cursing freely in public and the humor is scatological. They get this message at home and in their entertainment. I sound like my mother, but Western Civilization is going to heck in a handbag.

How about when you ask if they carry a product, the reply is, "I don't THINK so, or I've never seen it or I'm not sure?" We were taught to FIND OUT FOR THEM. The next frustration is picking up product after product with no price and no shelf tag indiciating same and finding somewhere to scan it or, if lucky, an employee who also is clueless. There are the few gems who stop what they're doing and lead you to the answer. They are the best.

Good management should correct poor manners - the best thing a shopper can do is go elsewhere.

Judging by the discourse, it seems that you have hit the nail on the head, Angie. Well done!
The lack of love for each other is a sad statement in our world. Empathy is almost a lost art. It should be an integral part of our lives. Most of the time, "Me Me Me" Is the overriding policy when we relate with each other. Just imagine "You You You" as the norm. Wow! When you see this behavior it is contagious. I love the commercials showing one good deed leads to another.
I remember buying a bunch of roses at Sam's club. I noticed the checkout person was not having a good day. She was under the weather and probably couldn't afford to take a sick day, but doing what she had to do to live from paycheck to paycheck and keep her families head above water. This is the time to care about each other. We are feeling the pinch and many are frightened by what they face on a minute to minute basis.
I wonder how far the feelings went - a simple act. The cashier took a single rose home, cut the stem, put it in a glass of water and told her husband and children how someone took the time to say "thank you". The feelings shared was contagious. She didn't feel quite so worthless and smiled. The customers and cashier warmly smiled in my line and the lines next to us. The air glowed with warmth. When I see others taking the time to help those struggling, it makes my day.

How difficult it is to hate. How easy it is to love!
Thank you, Angie

I managed retail for 32 years. I saw the evolution of poor customer service and customer behavior. Younger employees do lack people skills. Training is a corporate talking point that's rarely carried out. You couldn't help but notice that the decrease in retail pay and benefits led to a lower quality of employee that doesn't risk losing anything they can't be hired to do down the road.
Funny story: This past fall my friends and myself went to Golic's in the warehouse district before a Browns game. The bar was so crowded that beer stations were set up around the room. We walked up to a girl sitting before a barrel of beer and inquired about pricing. She was not pleased but managed to spit out the answer. We asked for our brand of beer at which time she pointed to the barrel for us to pick it out ourselves. We looked at each other thinking the same thing. Then upon paying she said "What, no tip?". My friend responded, "For what?, you didn't do anything". It was one of those "you had to be there moments".

With all the bad companies out there, you'll seemingly never get bad service at Chik-fil-a. They always seem genuinely happy to see you and treat you accordingly.

That's the way it should be. Grab food there if you haven't and you'll see that they know customer service.

Wow. What a great collection of well thought out, positive discussions.

People are so quick to throw stones at each other these days. It's nice to see people coming together. I don't know that it's fair to simply blame the problems in our culture on bad parenting. A parent after all has little control over their children's young adult life 18-22. A parent also has little control over their child's peers.

One needs only look at our political culture. Our politicians can't even work together. I'm sure they had good parents, but nevertheless they take full advantage of our culture of division.

As someone who deals in customer service daily I am often surprised how often I am told "It's so nice to see a smile", "I love to see your happy face every morning" and "Thank you for being so friendly". I imagine these folks do not see this very much or I would not hear it. I also feel we "reap what we sow" and get a lot of happy smiling faces back at me. I must agree that technology sometimes gets in the way especially cell phones which are often a third player in interactions with my customers. I feel I am a role model for the young people where I work often reminding them that that "grumpy old guy" pays their paycheck, that friendly service will bring people back and that their smile may be the only smile that person sees all day!

So many issues- I think we all agree with each other. I think large companies DO have service standards, they DONT give their manager's training on how to fully implement them, and both the managers and the front line staff are usually SQUEEZED and doing more with less. I shopped at Walgreen's where a young kid had a spike in his ear that ran vertical and peirced about three different areas- it was crusty with blood and still bleeding a little (this was in a drug store.) I called the 800 number because I expressly wanted to go above the manager and have, with one call, everyone in the chain of comment see my comments. The manager called me back and asked me about 6 times..."Did we provide good service though?" He seemed oblivious to my concern that in a drug store- dripping blood on his face was disgusting-- it's not like it was medical device he was wearing. He wanted to shut down the issue (because I don't think he knew or possibily agreed with their uniform policy)- but he was very adament on how the employee performed at customer service. The manager did some things well, some things he should have done differently. It's all in the training. I suspect the day he called- he had a plate full, was understaffed, and possibly running the front of the store alone (based on the time he called).

As a side not- someone mentioned that (particularly, though not always) kids need to put down the phone and get to work. There is an opportunity here- if you own a small business or manage a shift- hopefully your policy is that the phones shouldn't be brought to work or left in the breakroom. If you see someone using their phone on the clock- text them links to customer service articles and youtube tips on job skills when they are not at work. If they want to take up your business time using their phone-- take up their personal time at home with your business of training them on customer service and basic job skills!

"The other day, my cashier stopped talking to their neighboring cashier about how much they hated another coworker just long enough to say, "Are you (f-word) kidding me?", when the receipt paper got jammed in the register. I mean, don't get me wrong, I use that exact same expression all the time. I said it in my head right after my cashier said it aloud."
I'm not making light of this at all. I happen to agree with you. But I must say, this bit made me laugh out loud! Great blog post.

Angie's post produced so many comments that it's obvious many readers have similar experiences and feelings about this matter. I have had three positive experiences I'll share. After my knee surgery a bagger at Stow Acme always walked me to my car and loaded my grocery bags into my trunk. I shared his good deeds with the manager. Last night a young clerk in cosmetics at Discount Drug Mart (Stow) went out of her way to help me find a skin cleanser, commiserated with me about a painful facial treatment I was enduring, and offered to Google other products that might help. How kind! My grandson works the deli at Giant Eagle in Streetsboro and they are trained in courtesy and periodically a staff person shops "undercover" (for want of another word), grades the clerks and rewards those who do well...rewarding them both verbally and with a prize. Great idea for managers to implement. My pet peeve is clerks who don't look at me and don't say hello or thank you...they are too busy chatting with another young employee during my entire transaction. They don't even respond when I say "thank you" when I depart.

Great discussion! I applaud the responses, as well.
Here is an idea, just like Barbara Greene suggested, SHOP LOCAL! When you shop at other than the big box stores, you are spending your money in the neighborhood, and the customer service is outstanding.
Big box stores do NOT pay their employees a living wage. Why should they care?

On the other hand, I hate it when customers are too busy on their cell phones to greet the cashier or even give them a thank you. I say to these people go to self checkouts.
I worked retail for 8 years at a couple of different box stores.....I have a very outgoing personality and always gave the customer my total attention.......it's just like everything else today....people show no respect, it's all about "me" Most young people and I am not saying all...but, I have noticed that they "show up" for the pay check at the end of the week.
Thanks for allowing me to vent :)

I hate to be the one to play devils advocate here but I have to simply disagree with the notion that not shopping at large retailers will help anything. As I have already stated, the corporate guys at the very top are going to get their money regardless. By using every cost cutting technique in the book. They have no problems trashing the book on ethics, and sometimes crossing the line into downright illegal practices.

The work force at large retailers might be getting a significantly smaller piece of the pie than at a small local store, but they are still getting something. That workforce is absolutely local, and you are only hurting them more by not shopping where they work.

I commend you for standing up for something Mars. That attitude seems to be lacking these days. I'm not going to tell you what you should or shouldn't do.

I would only ask you take another look at your position, in light of the fact I am about to present. The type of corporations we are talking about give out workforce hours in direct relation to the amount of sales. Either by store, or by region. So the cashier or stock clerk will certainly see a little extra.

Wal-mart would be the one anomaly of the retail world. There will be one on every corner of the world soon enough, except for Germany. Where they can't compete with Aldi

On a side note: I'd just like to point out that the "crippled line" incident and the "are you *f-word* kidding me) incident both happened at a local grocery store. Yeah, it's a chain, but it's a rather small, locally owned and operated chain. I make a conscious effort to not shop at the big box stores, if for no other reason than not wanting to contribute to a system that creates this atmosphere of low wages for employees while the corporate office is raking in record profits. Sometimes I do go in one, I'm not completely boycotting them, but I do make an extra effort to avoid them on most occasions.

Support the privately owned business. Life has changed and not for the better. I often say my grandmother would be so disappointed with people today.

The next time you are in line at the grocery and the woman in front of you is using food stamps and is putting food back hand

her a few bucks . Open the door for someone. Smile. Put the darn phone down! Doing something small will make you feel wonderful.

I will not give out any of my personal information on this site Mars. Made that mistake before, and I will not repeat. Trust that I have some insight into this discussion.

You certainly raise fair points. I would say if the big box store workers are in a Union than they have some benefits. Obviously Wal-Mart is not Unionized. Union workers get paid holidays, yearly cost of living raises and usually a pretty decent health care package. Of course Unions aren't perfect and they bend to the corporations often, but they do provide something.

I think one only needs to look at Costco as a shining example of how to run a corporation right. They pay their workers well and maintain record profits.

UFCW has done nothing for the grocery workers but take their money and bargin away their rights and benefits. Years ago I worked for a local chain grocer, the store was open from 9-6 closed on Sundays and holidays. 1st tier workers topped out at $16/hr. Back then (about 20 years ago) that was a great wage. We had all holidays paid, and had a great pension and zero contribution health care. I was 3rd tier, so I topped out at $10. That's why it was not a career for me. They have lost even more since then. The wage has creeped up a bit, but has not kept pace with inflation. Benefits are not as good either. Check out the contract for yourself. ts not a lot better than Walmart. http://www.dol.gov/olms/regs/compliance/cba/private/cbrp_2323_pri.PDF

I agree the criticism vs Unions is unjust.

Just ask yourself where the UFCW workers would be without the Union. Top tier workers would of been canned long ago for not being "economically viable". No health care package at all.

If you don't intend to move up the ladder, than it's not a career period. Sure times are hard right now. It shouldn't stop you from working hard, and playing politics until it becomes an absolutely viable career option.

Human behavior is cyclical in nature. These companies reaping record profits will go too far and society will revolt. There's a natural ebb and flow to life.

Excellent points EssBee. I think our economy has two problems coming down the road. The first has to do with the suppressed wages. In the 60's and 70's workers wages increased and they could afford to buy the new cars and refrigerators and the economy grew as a result. Now the opposite seems to be happening. The middle class is shrinking and wages are stagnant. Corporate America might be reaping record profits in the short run but in the long run we'll have an economy that won't be able to get out of it's own way. Second, previous generations of seniors had significant wealth to spend and stimulate the economy. The seniors of the next 20 years will be the first group of seniors without traditional pensions. Rather, they have underfunded 401k's. Carnival Cruise Lines think they have problems now?

When I was growing up and working in service I was paid minimum wage. Like Angie, it was engrained in me that fantastic service was not optional. Since when is customer service considered higher skill than a minimum wage position? It does not take tremendous skill to ring up groceries or say hello with sincerity - I know, I did the job. It takes a sense of pride in yourself, and the appreciation to HAVE a job. That role should be paid minimum wage, and good service should be expected in it.
Even if you are ‘only’ being paid $8/hr to give good service, you ARE being paid that $8 to DO that job. No one gets a salary just for being alive. It is the wage you are being paid to do a certain job, and you should be expected to do it well.

The problem is people want more than they can afford and buy more than they should. Then they want to blame the economy and the businesses for not supporting overzealous lifestyles. What were extras (cable, cell phones, big screen TVs, etc) are now requirements. Your employer does not owe you luxuries, and it certainly doesn't give the right to say "because they don't pay me as much as I want to make, I shouldn't have to work hard or do the job well."
Poor service is not a result of minimum wage, in my opinion. Good service starts with a sense of appreciation. Professional working and interpersonal skills need to start with being taught at home in youth, and reinforced in schools and all environments throughout the community.

The current Federal Minimum Wage is $7.25. In 1968 the rate was $1.60. The Bureau of Labor Statistics has calculated that if you adjust for inflation since 1968, the current minimum wage would have to be $10.56 to have the purchasing power it had in 1968. It's hard to hire a decent person to work retail when they can flip burgers for a better starting wage.

$7.25 an hour X 40hrs= $290. lets say $60 is held back(tax) = $230. Gasoline cost the same for big shots as it does those, "little people". $3.75 gal. $3.75 X 25gal = $94. $230 -$94=$136. Subtract Obamacare from that. Minumum wage doesnt have health care. Not a bad wage if you dont eat,car doesnt break down,shop for used clothing,dont have auto insurance,your license plate never expires,bathe in the local creek,and dont use toilet paper. Anymore, its not just High School kids working those types of jobs. Hang on to what you have. The unemployment line may be coming to a town near you.....

"IF YOU LIKE MY BUSINESS TELL OTHERS..IF YOU DONT TELL ME!" Its really that simple..from Walmart to Lion n Blue..up & down every Main Street..especially on Detroit or Madison! The formula is something like..it cost $10 retain a customer & $100 to get a new one. Every business has customers..the challenge is to get enough of them..hold-on to them so hopefully theyll tell other the good things! Like just about everything its a "top-down-proposition". If you like a business & its goods or services why would you let a "disinterested" party (employee) ruin your relationship..if management doesnt care..why do you go? I approach a business fom the bottom up..I treat everyone like a local business..get to know point-of-contact people by name, respect them & they cant do enough..if not Ill cross the street. As Ive said in other posts, "I like competition!". The bottom-line is..what is your definition of VALUE?! Mine is..when "top-down" meets "bottom-up"!

Nothing annoys me more than reading comments that contain the phrase. "When I was growing up". What happened when you were growing up 30 years ago is irrelevant. Plus it's a completely subjective opinion anyway.

A cashier is not paid to be your friend. They are not paid to smile and they are not paid on the basis of "appreciation". They are paid to ring up your groceries, bag them and send you on your way. If that isn't enough for you, who is really the one not being appreciative?

@ SharEd-"A few days later I saw a young lady sitting on the ground on a busy highway trying to fix a flat. I felt guilty but not quite sure if it is ok to call 911? I don't have State Highway Patrol or non-emergency numbers and just a Tracfone (I'm an older female with no fancy iphone) but feel very guilty not doing anything at all. . ."

You can still call 911 from your Tracfone and it won't cost anything. In the US and Canada, wireless phone operators are required by law to connect all calls to 911 services, whether the customer account is active, past due or even canceled.

http://brokensecrets.com/2010/05/25/inactiv-phones-can-still-call-911/

lol I get annoyed easily. That is true. Than again I'm not the one concerned about whether or not my cashier pretends to be my friend. Don't take it personally I'm just playing devils advocate. Someone has to do it.

Let's talk about expectations for a minute since it was brought up. Some sociologists say that expectations are directly linked to self fulfilling prophecy. The more you expect, the more you will be crushed by disappointment when those expectations aren't met. This is a potential dangerous line of thinking.

But what about the expectations of young adults today. Is there any doubt they had certain high expectations when they landed their first job, only to be disappointed? These young workers are having the exact same emotional response some of you have when your customer service expectations aren't met. It's a huge blow to their self confidence.

I don't see how I'm the problem. I perfectly understand the frustration a lot of these young workers are feeling. What I don't understand is the consumer sense of entitlement.

Shannon, wages are relative to purchasing power. If you adjust for inflation since 1968, the $1.60 minimum wage would equate to $10.56 today. Are you saying the the the $1.60 minimum wage in 1968 was too much to pay for unskilled labor. This is a chicken or egg argument. Prices of good and services are going to rise significantly in the future regardless of the minimum wage rate. With the amount of dollars the Fed is printing to prop up the banks, inflation is already baked in. Keep wages constant in the face of that and you'll be waving good bye to a significant chunk of the middle class. Bottom line: A dollar is worth significantly less then it was 10 years ago.

Shannon, most people who earn minimum wage qualify for food stamps and Medicaid. The Wal-Marts of this country earn billions in profits and leave it to the taxpayer to fill the gap between minimum wage and basic essentials of life. It's corporate welfare. Also, labor is like any other commodity. You get what you pay for. If you pay them a minimum wage that has 30% less purchasing power than it had in 1968, then you'll be fishing at the bottom of the barrel. That's just the nature of things,

Personally I had to work for about 4 years just to have the income and credit necessary to buy what I consider a pretty nice car. Than I worked for another 5 years to pay off the loan. When I first started at my current job I made 5.75 an hour, and you can bet your life I earned every single penny.

I stuck with it. I dealt with the frustrations of being an expendable worker, dealt with the frustrations of working with managers who sit around and drink coffee all day. I accomplished many of my goals, but it would be ignorant of me to expect others to be as strong willed.

Ah, Mr. Elevant, it seems you're having a hard time interpreting your own link. The chart on your link clearly shows that in 1968 the minimum wage of $1.60 expressed in constant dollars was worth $7.21 while in 2012 the minimum wage expressed in constant dollars is only worth $4.97. Thank you for supporting my claims.

Shannon, I'm not suggesting that good service is solely dependent on wages but people need to earn a living wage.

Really Earl? It takes a strong will to handle a cashier not smiling at you, or not giving you complete attention? Come on now, I'm having trouble taking your logic seriously.

Bad service is having your groceries crushed, bags ripping from the bottom, or someone spitting in your food. Bad service doesn't = not smiling or pretending to be your friend.

Dont want to be flippant or shallow' but the conversation seems to to dominated by the premise that employees seem to have the right to say, "the bigger the paycheck..the bigger the smile!" WOW...I know the system is far from perfect, but this blog was supposed to be about decent interaction during a consumer transaction. If some of you are saying its class warfare because of the Walmarts or local Scrooges attitudes toward decent employees then clean-up the unions. Its long over due for the rank and file to recapture one of human kinds most noble endevors...collectively support the masses with integrity!

To James Thomas.

I have to apologize if this seems out of place, for some reason I can't seem to reply to a reply. If you want to give me a history lesson, I'm all for learning from the past.

Perhaps I should of been more descriptive in my statement about the relevance of personal experiences. It's perfectly relevant if you are giving an objective opinion, the comments that annoy me are simply laced with an air of subjective arrogance.

People make it sound like there is something wrong with young adults today. Which I fundamentally disagree with. Young adults today were in fact raised by the older generation, who were raised by another older generation. So the blame game in that regard gets us nowhere.

Subjectivity - a subject's personal perspective, feelings, beliefs, desires or discovery, as opposed to those made from an independent, objective, point of view.

Objectivity - objectivity means the state or quality of being true even outside of a subject's individual feelings, imaginings, or interpretations.

I think you have your definitions mixed up. The whole point is one persons experience of how they were taught to be the bulwark of customer service excellence is not a statement independent of their own mind and beliefs. You can't assume because you were taught such things, that everyone was also taught that. It's a huge logical fallacy, and people know better. I don't care what generation we are talking about, there were always miserable a-holes who hated their job and treated customers like dirt.

Elevant, your very first question in your last post asked of me to justify my claim (again) that the value of the dollar decreased over the past 10 years and that's what I did. I don't comprehend? You're a fool who wastes my time. GO AWAY !!!!!!