mcracing,
"...before you raise your rates...see if your house is in order."

I have never heard that before but I certainly like the philosophy. I think too many companies rubber stamp a rate increase every year due to inflation, payroll raise, etc. and never bother to look at what needs "cleaning at home." That would be a great selling point also for GPS to your service techs. You may definately be one of the few great managers who can actually look at all sides of an issue, which is probably why you are in the position that you are in and I have enjoyed and learned from your posts.