The 1970s crystallized the service mantra as we now know it.

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.

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.

Are you the man who reads phone books?

Then one day I found my head when I wasn't even trying.

From the moment I could talk I was ordered to listen.