Hi Tina, Thanks for your comments. You, as well as so many participants, have rightfully mentioned how important timeliness is in addressing student concerns. As referenced, the real cost of student dissatisfaction stemming from a break of trust is that students can become demotivated in their career and life pursuits. As career educators, our culture of compliance goes far beyond compliant actions. It goes to the very core of why our institutions exist - to help students achieve their career goals and obtain a ROI on their education and training - a matter so much more of focus than in more traditional forms of education. Jay Hollowell