People who work in this town want to work with other people who work in this town. Our operators know enough to answer a question, and you don't get that if you have a call center in the Midwest.

We have operators who have grown up in Santa Rosa, who have spent 30 or 40 years here. When somebody is confused and needs directions, they can give them - and they can pronounce the street names.

Mike and I are tuned into doing this right. If a customer calls me, I'm going to be in their office within half an hour. You're not going to have that response when the owner is in Florida and the call center happens to be in Santa Rosa.

I owe a lot to him, and it means a lot to have him in the audience.

He was very pleased when I got this role. At 79, he still knows every line from memory. If he praises something, then I know I've done well.

It's hard work, but I imagine we are helping people out.