Remember when the good doctor Chris Hill retired and this new Harlan guy showed up? He and Tom immediately connected and were friendly? Baileys Moving and Storage brought their BYU truck to help move the Harlans and he played along and had a good laugh?

Everyone thought this new guy was a decent hire. Even-tempered, smart, etc

Someone could do a HBS case on how to screw up a brand. The last 18 months have been a disaster for him.