trip since her husband died. perhaps without the park ranger, she would have given up and went home, but all i did as the ranger was provide her with a solution so she could have her adventure. you need to understand you are a piece of your customers story. find a way to explain how what you do will help them live out their adventure and create their own story in some way. i spent only 20 minutes with the lady. you have to make your 20 minutes count. 