A friend recently told me about her 100-year-old mother who had undergone successful surgery. While she was thrilled that her procedure went well and she was going home, what she couldn’t stop raving about was the special care she received from the nurses. They came into her room and saw how distraught she was about how her hair looked. So they arranged to have it styled before she left the hospital, ensuring that she’d look great returning to her nursing home.

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Why we love mystery shoppers (And you should, too!)-1