He's a very smart man, and he dug down very deep into all of these issues. You've got to say, 'Look, here's what the city is like,' and introduce it to them as opposed to letting them go to friends or peers who may have perceptions of Louisville.

The pain of change initially appears greater than the pain of same. Our role is to spend time with an individual or family on the phone and on Louisville visits, understanding their true needs, their fears and expectations.