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Marjorie, your advice is good for non-PD folks too, I will try some of the ideas myself. By the way, I have been in your library, and was impressed with the friendliness and helpfulness of the staff. I was able to get an elusive schematic for a TV, that even the manufacturer did not have. I laughed about the "full moon days", when I hear about people who are bored with their jobs, I am actually jealous. It seems sometimes the harder you try to satisfy and serve some clients, the harder they try to make it difficult. I had one lady who caused so much confusion and havoc in my company by her unjustified complaints, she ended up waiting another half a day for a call to fix her machine. She also wasted a lot of time on hold, and talking to people who had no idea why she was complaining. Whenever I have to deal with a person like that, I buy an extra Lottery ticket, and start daydreaming about calling and saying she'll have to find another service tech, because millionaires don't fix copiers! Maybe you could add "Become a Lotto winner" to your stress reduction tips!