In my first book, C.O.M.P.A.S.S. Points, The Cultivation of Moral Principles and Success Strategies, written in 1998, I spoke at length about the character of leadership. I stated then and it is just as relevant today, that it is the responsibility of leadership when anything fails to produce the expected results. When customer experiences falter, it is leadership’s fault, not the hourly employee that wasn’t trained and monitored properly. Every phase of management succeeds or fails due to leadership or the lack thereof.