Abby was funny and sharp, and a serious medical event changed almost everything about her except that. After she died I talked with many of the people who knew her, and each one believed they had a private connection with her. They all did. She had built a different relationship with every person she met, which is a harder standard than treating everyone the same, and a much better one.
This is the short version. The full lesson, with the story behind it, is in the book.
Take The Summer Camp MBA with you, or get the field notes by email while you work through the lessons here.