David Royce

We trained really, really hard.

And it was a lot like a World Series team.

We may have worked harder and trained harder than everybody, and it's not for everybody, but we were the winning team.

That was the mentality.

And so the sales side was number one.

The second thing was service.

So I had knocked at least 60,000 doors myself as a college student over four summers.

And I'd heard a lot about what people liked, what they didn't like, what they missed and want or wanted in a service to improve it.

And so we started experimenting because we really were a for salespeople by salespeople company.

And we're thinking, well, if customers keep asking for this, why don't we try it?

Why don't we include it in the service?

It'll help us sell more.

and the customer will be happier, we'll have better customer retention.

So we started implementing lots and lots of different ideas.

And it's funny because the traditional businesses now have copied some of these things and they're standard today, but they were 20 years ago when we first were getting into it.

And then other things, software, that was probably the third differentiator.

Our industry, it was one of the last ones to really get CRM software and customer management software

It just wasn't that great.

It wasn't cutting edge.

And we realized that early on and we said, okay, well, how can we boost sales productivity if we had better software?