They've got to expand the pie.

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For whatever reason, we have gotten away in the healthcare industry with acting very, very poorly towards our customers.

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Historically, these esteemed institutions have been able to rely on their reputations. Now they understand that they must provide exceptional service, in addition to their clinical performance.

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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.

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