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Customer Service: A View from the Other Side

By SUSANNA SCHMITT WILLIAMS We all get those "aha" moments when things click into place. I recently had a huge "aha" moment on June 30, 2012, while heading to vacation in the mountains of Tioga County, Pennsylvania, with my two boys, ages 5 and 9. We were driving from the coast of North Carolina to Pennsylvania and had camped the night before in Virginia. We were on the last leg of a six-hour road trip in the car to meet family, roughly 15 miles from the cabin where we were vacationing. I was exhausted and zoning out while driving. Lost in my thoughts, I noticed the smell of something burning, eerily similar to every car fire call on which I had ever been. Here we were...

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