Similarly, I would say that in the last three years or so our aggressive shift to a more intense focus on customer focus has been clearly communicated through our network. Our people love it. They love this empowerment to look after customer needs. It's very clear, as is our code.
In terms of the checks and balances, our framework is sound. I think any sound framework has diversity to it, so it has checks and balances at the local level, the national level, and through customer feedback loops.
That said, we're hearing stories, so it's an opportunity for us to reconfirm and to see what we can do even better, and that's exactly what we're doing.