Realizing that Sears couldn’t be running perfectly, Pagonis demanded that every member of his team tell him three positive things and three negative things, which Pagonis called “downs.” Even that policy required some arm-twisting on Pagonis’ part.
“People had a problem with the downs,” Pagonis said, “but when we told them that either they start providing downs themselves or we would start filling them in for them, we began to see downs listed.”
—Adapted from The Stuff of Heroes: The Eight Universal Laws of , William Cohen, Longstreet.
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