I do the water and sewer billing for a small city in Washington State.

For years, customers complained about our postcard-sized bills — which they said looked too much like junk mail. So we decided to start sending full-sized bills in envelopes.

The month before the switch, I had a note printed on the cards, announcing the change.

Two days later, I heard someone yelling at our receptionist, “Is this some kind of joke?” When the customer threw his bill upon the desk, I saw his point. The note was,

“Coming soon! New Larger Bills!”