Leadership development is virtually the most important control lever you have for achieving success. You can’t control customers; there are too many of them, and they are, of course, independent. You can’t control the environment; look at all we’ve been through in the past four or five years. But if you have leaders who are adaptable and capable of leading just about anything, you can be successful. To make better leaders, we have to modify their behavior, not their personality. We spend a lot of energy helping team members become better leaders.