Jasmine you are correct! The image you project is a direction reflection on the company. In the past, I have shopped in a small mom and pop store in the neighborhood. The owner would always scream at the customers (or so it appeared). I immediately formed an opinion and decided I wasn't going to shop there again because of this apparent screaming. I had not been there for a couple of years and one day I passed and decided to stop. The owner was a lot more calm and was not screaming. She remembered me and asked where I had been. I explained to her why I had not been there. She laughed really hard and said, "That was because I couldn't hear good and I thought you couldn't hear me." We both had a good laugh. The moral of that story was that everything is not always as it appears to be. Unfortunately, many customers don't try to get to the bottom of the issue, they take you at face value, which could negatively affect the company.