ABSTRACT
Frank was back two weeks after the all-hands meeting. He and I met briefly to recap what we’d done and then we met with the Lean Council.
“How’s everybody doing?” he asked. “Great!” said Justine, and told him about the letter. “Get used to it,” Frank said. “This is the way things are going to be. Oh,
some customers won’t ever compliment you for fear that you’ll grow complacent, but most will.”
