"We tell them ‘They're your customers just as much as they are my customers because you're the ones out there doing the work and making them happy.'"
"That's right," Diane says. "We may own the company and we are the boss and we have to be the boss sometimes, but we're all a team working for the same goals."
"People were more responsible and accountable for what they did than they are today," Les says. "Not that they're bad people today but I just think that the work ethic has changed," a feeling that Diane echoes.
"We seem to spend a lot more time and money these days keeping people accountable for doing what we're paying them to do and that's disappointing," she says.