Complacency is the biggest challenge. When you've seen success, you can start loosening the belt a little bit...We try to stay focused, and we need to be prepared for the [economic] downturn. If we start to stray a little bit or get arrogant—we try to remind ourselves that the downturn is coming.

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Employees love it. And it's an example of the way the communication inside the company has changed.

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