Craig, I agree. I'm just saying the service seems to flow down-hill. If the manager cares, so do the employees. If I go into a restaurant and the service is lousy, I don't blame the waiter/waitress as much as I do a disinterested manager - especially if it seems to be the norm.
There is always a box of homemade cookies or a gift certificate in the mailbox at Christmas time and I think it is appreciated.
Are you saying that a flat box is better than a tube for shipping a bow? I've never had either damaged, but I can understand that the package handling is easier with something rectangular.