It's gotten to the point where we've lowered our expectations for the businesses we use on a day-to-day basis. 

So much so that we no longer expect personal communication. We're genuinely surprised when they listen to us and when they actually seem to care. And we're a little bit amazed when the people who represent the company are really good at what they do. 

We need to get back to the place where competence is the standard, not the exception. The only way to do this, I think, is to model it for each other.