No Rest For The Best

"I initially thought it would enhance our presence on campus," Loyd says. "But it's also turned out to be a great managerial tool for me to sound ideas off of these people, because they're the ones who are actually going to purchase these services.

"And if we receive a complaint letter, I invite those people to our meetings too—because they're going to hear these other people tell them how wonderful we are, and they'll get to see that if they have a bad experience, it's isolated."