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Jones added that the key to Highland's successful customer relations is its ability to communicate. "We really try to keep the lines of communication open. Whether we're telling the customer something good or bad, we're constantly keeping that communication line open," said Jones.
In-house satisfaction is another Highland strength. "Our people have always been one of our biggest strengths. They have always been committed to making things happen by going the extra mile," said Bob Wilson, adding that people are more inclined to take ownership when they don't have somebody over them telling them what they can or can't do.
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