involved in community” – “United story” • Service and responsiveness – “When they say something, they do it” – “Willing to work off hours” – “Easy to work with” – “Saved my butt” • Fairness of pricing – “Ability to pay electronically” – “United spread sheets” – “On time payment” • Quality of people – “Young and professional” – “Involved” 5. Discovery – Customer Research United’s Strengths