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When leaders forget that employees often sacrifice their time and families to make someone else's businesses their own, they will demand good returns.

THROUGH THE STITCHES OF TIME. My father effortlessly completed his motor rewinding projects to pen soul saving words of the gospel. My mother conquered fabric to capture every feminine curve and found those in hiding. In the sewing room, fibres of service, empathy and professionalism were sewn into my consciousness. Before customer service was a "preference", it was a MUST in the sewing room. The room brightened to warm, cheerful greetings and words of wisdom from my parents. Caring for the client, patience, kindness and respect were all I knew. Years later, being called to "pollinate pupose" through professionalism and empathy at the office of the formidable Richards & Richards, Attorneys-At-Law, JA, was truly an honour. Here integrity and efficiency meet professionalism and empathy. Now, the consumer's journey demands professionalism and empathy from start to finish and, after sales. These will define the winners in this new world of work. Look out world, Richards & Richards are buzzing ahead of the curve!