If I may just finish that off, you spoke of a lack of trust in the department out in the field. I'm not sure that's it; we mentioned the surveys earlier. But I'll tell you what does happen: anybody who is not satisfied with the answers they get from the department is immediately not only distrustful, but they can also be very vocal about it. Those are the only ones we ever hear from, and there is always that faint possibility that the eligibility factor was just not there to start with. So we have to be prepared to hear the negatives, not the positives. They never come telling us what a good job anybody has done, but always what they didn't do.
On June 6th, 2006. See this statement in context.