A number of articles have shown the relationship between customer service and the "bottom line." Findings show that highly satisfied and loyal customers are much more likely to repeatedly use a product or service, while dissatisfied customers take their business elsewhere. In addition, a dissatisfied customer tells approximately 10 people (e. g., friends and family) about his/her bad experience. To make matters worse, research shows that for every customer who complains, there are 6 dissatisfied customers who do not complain. They just take their business elsewhere. Put in context for a hospital setting over time, a dissatisfied patient can account for potential lost revenue of $500,000.