Foreword
As I waited on line the other day at my local coffee shop, a feeling came over me that I realized I have had many times before. The server behind the counter was desperately struggling to keep up with the pace of the early morning coffee rush. Unable (or unwilling) to stay focused on the task at hand and juggle multiple customers requests simultaneously, each order took what seemed like an eternity to fill. After observing the server for a while (I was in line for 15 minutes!), it wasn’t hard to see that this person was a poor match for his job. As I left with my coffee (containing sugar that I hadn’t ordered), I thought to myself, "Who hired this guy … and more importantly why?
I don’t know about you, but unfortunately for me situations ...
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