Thanks very much for your response. That solved it.

Do I have to perform a update statistics with fullscan every hour or something? How can I prevent this problem?

Firing a customer because you have a bad service is not a good idea. I think the customers that talk to you instead of just leaving to a competitor are...

Thanks for your idea.

Your solution doesn't account for situations where "simon" and "Jane" appear on different columns of the row ("Simon" on one field and "Jane" on another), which is...