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.
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.'
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.
