If you’re going to build the business you want, then you must be intentional about how you’re going to do it. There is no such thing as accidental progress.

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On the face of it, the bus driver is paid by the hour to get passengers safely from point A to point B. But most of the value he creates for the bus company, not to mention the city, has nothing to do with his driving ability. It’s in the empathetic work of reassuring passengers…

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