I still remember this case clearly. A woman came in at 17 weeks pregnant. Her boyfriend’s mother, a pastor, was against the pregnancy because their church didn’t allow weddings when the bride was pregnant. Her boyfriend pressured her to terminate it so they could get married. She came to the hospital, but the doctor refused and advised her not to try anything herself. She later used traditional methods and believed the pregnancy was gone. Her boyfriend’s mother was happy when she heard. But a few days later, she suddenly died. She didn’t even live to witness the wedding she had pressured them to have. The couple eventually got married. Weeks later, her stomach started getting bigger again. Her husband asked her, “Why is your stomach still getting bigger?” She told him it was probably because of the abortion she had done and that her body was still recovering. He believed her. Then one night, she suddenly went into labour and was rushed to the hospital. A scan revealed that she was still pregnant with twins. She delivered two baby girls One was born without a right hand, while the other had a serious problem with her sight. The husband was completely shocked. He had no idea they were still expecting babies. They had to tell him to go and buy baby clothes, diapers and other things because they had come completely unprepared. The mother just sat there crying and kept saying, “I should have listened to the doctor.” That case stayed with me.

Why is it that parents can join hands and raise their children despite all the challenges, but when they grow old, it becomes so difficult for those same children to come together and take care of them?

This is why good customer service requires emotional intelligence, not just knowledge of your product. You’re dealing with people before you’re dealing with transactions. Sometimes patience, empathy, and a calm response can save a relationship that frustration would have ruined.