"Cancer may not be life-ending, but it is usually life-changing."
That's a quote from my father, Dr. Leonard L. Berry. I may be on basic cable occasionally, but I assure you my father is the accomplished one in my family. He is one of the world's foremost authorities on customer service. He's won more awards than I can count, published more than a dozen books on the subject, written thousands of articles (including multiple articles in the Harvard Business Review) and once spent an entire semester at the famed Mayo Clinic, interviewing thousands, observing everything and even checking in as a patient to learn all of their lessons.