E-MAIL TIP NO. 5: Always be honest. If the company has made a mistake, don't try to defend it. Admit it, apologize, and then do what is necessary to correct it. If you don't know the answer to a question, say so--and tell the customer you'll find out and get back to him (make sure you do). A customer respects someone who says, "Unfortunately, we can't help you," rather than to be led astray because the webmaster doesn't want to admit he can't help the customer. (Submitted by Bill McLain, Webmaster, Xerox Corp.