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.

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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.

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