Employees create your best- or worst-advertising. (editorial)

Consumer experts tell us that the best advertising is provided by satisfied customers. They al that, on average, people tend to comment on a bad experience almost four times more often than on a good one.

Case in point. After my father died, mom, her sister and dad's sister lived together for several years. Then, a fall made it impossible for mom to continue caring for her older relatives, and all three were admitted to the same nursing home within a few months of each other.

Knowing that three members of my family were in a nursing home, friends and co-workers often talked with me when facing a similar situation. Should they place their aged, infirm relatives in a home? What would happen to them …