I do the water and sewer billing for a small city in Washington State. Customers complained about our postcard-sized bills -- which they said looked too much like junk mail -- so we decided to start sending full-sized bills in envelopes. The month before we made the switch, I had a note printed on the cards, announcing the change. Two days later, I heard someone yelling at our receptionist, "Is this some kind of joke?" When the customer threw his bill on the desk, I saw his point. The note was printed: "Coming Soon! New Larger Bills!"

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