Credit was offered on a call if a customer was not satisfied. 80% of inquiries were resolved on the first customer contact. Capacity was monitored on individual routes to avoid the blocking of calls. Quality control criteria were designed which were constantly monitored to ensure a standard of service equal to the best available anywhere in the world. There was a calculated risk and considerable cost in setting bold new standards of customer service. But Clear already had a nationwide reputation for trendsetting. And, in the words of Customer Services Manager Dan Rogers, “Cancellations are below expectations - but every lost customer is lost forever."