The customers in our care often come with ‘attachments’, their families, to which we are also responsible for delivering great customer service. After all, these extensions of our customer are a great source of external marketing, information, feedback, etc. When treated well, they can help sing our praises to other potential customers or referral organizations. That being the case, we need to have a pre-planned action list of techniques to help us work with these families that may be a bit more difficult to work with as we care for their loved ones. Here are some ideas!