“For having more faith in us than we had in ourselves, for being brave when required and rude where appropriate and tender without being trite, for not sleeping and not quitting and not shrinking from the pain all around him”

Time 2001 Person of the Year Intro
Rudy Giuliani
Translation: Titans who provide an everlasting experience for their customers know when it is right to act tough and when it is necessary to be tender. They realize that they can never take their eye off the ball and stop addressing all of their customers needs and wants, regardless of how difficult the task may be.