We don't want to be big. We know that when you get too big, you forget customer service.

When you're not feeling well, you don't want to wait around. You want to get in, get your medicine and get out.

The community has been very supportive. It's much more than what I expected.

The main reason (medications can be offered cheaper) is we have a much lower overhead. If you have a drive-through window, you have to hire another person. We save that whole person, so we can offer lower prices.

People forget that having a customer service transaction is not just about solving a problem, but also about the experience. A lot of times, customer service is an after-thought for carriers. It can be a challenge in the same way that network issues can be a challenge if you don't plan for them.

Forget about layers, content on demand, and movies, ... Right now, people cannot understand [why they cannot get service]. If you fix this problem, you're 90 percent of the way there.