Most of the referrals we get are word of mouth. Mostly we try to promote good products and good service.

There is incredible value in being of service to others. I think if many of the people in therapy offices were dragged out to put their finger in a dike, take up their place in a working line, they would be relieved of terrible burdens. -Elizabeth Berg.

Computer use in our labs is a popular service.

Initially, the contact center was considered a service organization and was asked to do that as efficiently as possible. Quality monitoring as a contact center application is still very much involved in the initial goal of improving customer-facing processes. But importantly, it now has higher value for deriving customer intelligence.

If you don't like public service, don't run for office.

Hospitals and physicians historically have not done a good job with customer service. But there's a sense at some of those hospitals that we need to change because our competition is changing.