I work in Marine retail. I have no idea of the age group of the lady in question but suffice say I work with a number of younger persons. In the main they are excellent. On occasion, however, they fail to see a link between customer service, company profits and their jobs. As a manager you will go blue in the face trying to explain this link, I'm sure Stephen has, unless all his staff are outstanding. I have no doubt that the lady in question is horrified and has gotten the message loud and clear. Stephen has got a "learning moment" to pass on to all his team on how one bad experience can damage a company. John has learned how good Defender is and how much they value their customers (and I work for a competitor). The fact that this has all played out on the internet will not be lost on Gen-Y. All in all a win-win.