the key thing to remember is that it is all the small things which made the difference, a collection of small but critical human touches which create a great customer service impression. it also will take more sessions, but is still less expensive over the long run. i already knew this was going to be part of the plan, but actually going through a transition really demonstrated it. the problem is that the three songs are crammed into the first thirty-two minutes of film (i skipped one by stella). 