"I abused that leash and I pushed things off, pushed off oversight," he says. "It was this weird lag where nothing happened for a couple of hours." If you had just said, 'We're going to refund your money if you want,' maybe 20% would have asked for a refund,. He adds 10 months to schedule because demand was so great. It's probably going to create more demand if you say, Because of overwhelming demand, we're going to do this in 14 months.

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