Technology fails. Anyone reading this article knows that even better than I do. That’s been a fact of life in the motion picture business from the earliest days. Film jammed in cameras and projectors, light bulbs burned out unexpectedly, and sound systems malfunctioned for no apparent reason. In each case, the people involved addressed the problem and moved on. Thankfully, technology today is more robust and reliable than ever before and when something goes wrong it’s often easier to fix than ever before. But technology isn’t always the issue. Increasingly in today’s competitive entertainment environment, the important issue is customer relations.