I have a very dear friend whom I love and respect alot. And I post this question in hope of helping me, and her see things in other people's perspectives other than our very own. Our H experiences are rather varied and I somehow think it's a factor of many things, and no one single reason can explain why our H store experiences are different ... inconsistent ... and sometimes, just poor. a) How often are you in contact with your SA/store? Be it via phone calls, emails, personal store visits. b) Do you feel like you need to keep your H relationship warm by keeping a constant and regular contact? Do you believe that it's a case of "out of sight, out of mind" with H staff; that time away from your store will affect your H relatioship? c) if for whatever reason/s, you stop calling your store maybe because you were going through a busy period. Will your SA remember to call you? d) Suppose you asked your SA to do a global search for something for you. Do you get to hear back from your SA? Do you get regular updates about the status? We all know that global searches are manual, and responses can be as late as 6 weeks' later. Do you need to constantly remind your SA to ask about this?