I can't believe I'm getting involved in this part of the thread but just because someone doesn't write a 'formal' letter or they make a few spelling mistakes doesn't make their money any less valuable. They're still a paying customer and should be heard if they have a complaint. You think when the folks over at MacMillan say to the CEO "we've had thousand of complaints from our customers" the CEO replies "yeah well how many of them had spelling mistakes and weren't formal letters?"
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