>is because they go to sleep thinking, "what are our customers going to do about it? They're a captive audience. We only have to treat them as well as we are legally obligated to." And they are wholly unprepared for how many Americans are currently thinking, "hmm, I suppose murder is something we could do about it."

This is obviously incorrect. Simply being hated has never been cause for finding fault with oneself . Most people think they are misunderstood. Half of America hates the other half, and vice versa.