The biggest issue we're dealing with is the competitive nature of the industry and the pullback in housing. There's a dumbbell effect, where you have a number of very large lenders who are getting bigger and traditional small to middle-size mortgage companies who are being squeezed pretty heavily.

"You can have the greatest technology, but if you don't have the right people, it's not going to make a difference."

I'm a believer that customer service is the most critical thing. I think technology is a part of that, but as I always say to my staff: you can have the greatest technology, but if you don't have the right people, it's not going to make a difference. You make a difference by providing a high level of service, and viewing your operation from the customer's point of view.