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another measurement of price and efficiency is customer retention I had a long conversation today about service agreements they were thinking that these service agreements was a profit Center it's not a service agreement is a tool to retain a customer if you pay three four five hundred dollars in marketing to get a new customer customer retention becomes a big part of the equation how efficient are you at retaining customers do you even know the way to retain customers is through service agreements you want to keep the price of the service agreement low once you start advertising on their bank statement on their credit card statement every month or once a year they are not going to call anybody else they're like I've been paying you $12 a month and now my toilets leaking and it's not flushing you get out of here and charge me money right that's what happens you're like yes ma'am I'll be right there you know I'll come right out and so customer service agreements we call them scheduled...