What's the lesson for other CEOs? "Ultimately," Pearson says, "it's all about having more genuine concern for the other person. There's a big difference between being tough and being tough-minded. There's an important aspect that has to do with humility. But I've been modestly disappointed at how hard it is to get leaders to act that way. I think it's going to take a generation of pounding away on this theme. We've got a half-dozen or so real leaders in our company, but we don't have 20 or 30. You know what it takes? Role models."
David Dorsey is a frequent Fast Company contributor who lives in Rochester, New York. Contact Andy Pearson by email (andy.pearson@tricon-yum.com).