In business, it is absolutely critical to ensure that from a legal perspective, that liability is always minimized. When possible, that the liability is left squarely (to whatever extent possible) on the customer. However, while this can be accomplished very easily through corporate policy, contracts and semantics; it is imperative to not let that disrup the customer service experience. This can be more complicated that it sounds. While for our executive team which appears to have an innate sense of customer service, however illustrating and explaining this fine balannce between transferring ownership while providing excellent service. Why this appears to be difficult is that once they have a mental idea that they are not liable, they somehow leave serivce at that point as well.