Can empathy and rapport-building truly change lives and transform customer service experiences? In this engaging episode, Ari shares his personal journey as an EMT and how my experiences with bedside manner have shaped his understanding of exceptional customer care. He also recounts a story involving an elderly woman who needed help but initially resisted, and how through understanding, empathy, and even a little German, he was able to build rapport with her and provide the care she required. Gregg proceeds to connect Ari's story to the extraordinary journey of Daryl Davis, a black man who forged an unlikely friendship with a Ku Klux Klan leader through empathy and understanding. This inspiring example of rapport-building paves the way for our exploration of how businesses can elevate their customer service processes, create solutions-focused experiences, and prepare for diverse customer needs. Join us as we uncover the powerful impact of empathy and rapport-building in delivering exceptional customer care.