To be very parochial, most of our employees are implementers and very focused on customers and customer service. We still need the guys and gals who drive the trucks, and I think this is a great opportunity for all of us.

We think we're highly competitive right now and getting more so.

It is not our goal to serve every customer out there. It is our goal to provide as many products and services to the customers we serve. We're losing lines, but growing the business on the broadband side.

Is it the end or the beginning? I think it's the beginning, from my perspective. It's far from the end of the story.

You can't tie employees' hands with cumbersome policies and procedures and expect them to provide exceptional service. It's also important to let employees know that it is OK to make a mistake in the process of working to win customer satisfaction.

There is no need to purchase new equipment and service for employees. All they need to do is upgrade the operating system to this Multi-Mode piece.