Empathy, or the lack of it, makes for unforgettable customer experiences.
Last spring, my older son got his third concussion while scrambling for an errant, playground football. It was a long night in the ER, and we weren't discharged until nearly midnight.
And when it rains, sometimes it pours. My all-day conference was winding down two days later when my husband texted: "I think Moses is having appendicitis; I'm taking him to the ER."
