David Royce

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?

How could we increase operational efficiencies if we came up with our own software?

So these are some of the types of things.

We ultimately ended up having a software development team of about 60 people creating our own thing.

So in some ways we became a tech business, but it was really just an appendage to the larger business.

And so that was really helpful just to get one thing that was really great was this, this on the sales side, we created sales tournaments, because if you think about it, you have one sales office, you know, maybe you have 10 or 15 people in a sales office.

And the thing that's tough is there's only so many that are relating to each other that are competing.

Right.

And you don't want to just want one individual who's really, really, you know, this top dog to always win everything.

you know, if you're doing some sort of a sales incentive for the week.