Chapter 1. It's About Your Values

NOT TOO LONG AGO, on a hot, summer night, I took my family to a quick-serve restaurant, a franchise known for its ice cream. The place was dirty. Service was slow. Other customers stacked up behind us. Finally, somebody took our order, and we experienced another long delay while sitting at a table that had not been recently wiped. The employees did not seem to care that we and others were waiting. We could hear them talking in back somewhere. A few other customers, frustrated with the wait, left before being served. When we finally got our treats, we ate them hastily, a nice evening gone flat. A few months later, the city tore up the street at that intersection. The construction caused temporary problems for all ...

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