I believe that the heart of creating customer delight begins with our people. It is necessary to create a company culture that thrives on making customers smile. Easier said than done, I know. I’ll admit, when I began as CEO in 2008, there were several acquisitions and our technicians felt disjointed from the corporate office. Something needed to be done. So we set out on a cultural transformation to make our company a place where people liked to work and had access to the....

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