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.

The 1970s crystallized the service mantra as we now know it.

When we go out to the university, the professors always say, 'Tell these students about your five-year plan and your 10-year plan,' and I say, 'Gee, we're lucky if we have a year plan.'

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.

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.

I don't think of myself as unbreakable. Perhaps I'm just rather flexible and adaptable.