"Do you dislike your role in the story, your place in the shadow? What complaints do you have that the hobbits could not have heaved at Tolkien? You have been born into a narrative, you have been given freedom. Act, and act well until you reach your final scene."

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It is said if an organization listens to the complaint of a customer and the problem is fixed, the customer remains a loyal customer and tells approximately seven others about the experience. Conversely, if a person is ignored and the problem not fixed, that customer will not deal with that organization anymore and will tell approximately twenty other people about the negative experience.

— Phil Pringle