As Al noted, you can clearly compete for business with rates, fees and services. That is part of the free market society. Internally you have to be able to handle these "tweaks" in your systems.
I also agree with "commercial" and NOW as being a very limited scope as NOW account ownership is very restricted.
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AndyZ CRCM
My opinions are not necessarily my employers.
R+R-R=R+R
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell