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A journey is a person in itself; no two are alike. And all plans, safeguards, policing, and coercion are fruitless. We find after years of struggle that we do not take a trip; a trip takes us.
The only way to tell the truth is to speak with authority, and the only way to speak with authority is to claim the right to tell the truth.
If you're not listening to your customers, you're already falling behind.