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

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.

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.

They've got to expand the pie.

It's accelerating, particularly for primary care physicians.

In the dugout we were acting like was a 0-0 ball game and we knew we needed more runs.