Grandpa didn't have any idea of customer service. But he wanted to make a living. Eventually, we saw it was not in our best interest to be arguing with customers.
Heck, nobody gets along perfectly. But what we have is respect for one another. We have a system where one guy can veto anything.
When we go out to the university, the professors always say, 'Tell these students about your five-year plan and your 10-year plan,' and I say, 'Gee, we're lucky if we have a year plan.'
You don't know what's going to happen in our business a year from now... so you have to be flexible and adaptable, and that's what we try to do.
