a mock yum sample and showing paint samples. they have no problems spending hours or even days getting those designs right because it helps manage work later. part of msw s quality control includes customer oversight of production. people like annette can give a thumbs up or a thumbs down before work continues. much easier for them to change something on their table out there to cut something out, to rebin something, reweld something, much easier to change it at that point. so why go to all this trouble? the truth is, that having customers input every step of the way saves msw money. if i was putting a moneta monetarying number on it, it might save anywhere from 10% to 30%. while the figures vary, the difference is significant enough that roberta and mark would like more clients to follow suit. the customer involvement model has not only made the business more efficient, it s also helped