When we opened our doors almost 10 years ago, our objectives were clear: carry the finest equipment; offer liberal and straightforward policies; be big enough to provide extensive services and competitive prices but small enough to know our customers. Since 2002, we have made great strides, our industry has been transformed, and we have championed these advances. Through it all, however, the human factor has remained constant. Our customers have not become digitized and neither has our way of doing business.