Our consumers tell the best stories. They tell us when we do well, they tell us when we can improve, they tell us when we need to change, and they tell us that they count on us. They count on us to do the right thing, whatever the question, whatever the issue. They expect that we will ask ourselves hard questions and look at all sides of the question. They want us to be ahead of the pack, leading and not following, so when Tracy called me from Illinois about a month before Christmas, I was so happy that she was able to count on us.
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