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.
Heck, nobody gets along perfectly. But what we have is respect for one another. We have a system where one guy can veto anything.
I'm not sure how to say this without making it sound corny, but I honestly feel this is the way to run a business. Our work force needs to mirror these communities, and we've got to get aggressive in recruiting and promoting minorities.
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.