By Kevin McPoyle, CIC, president and co-founder, KMRD Partners Inc.

It started out as a typically busy day. Susan, the HR manager of a medium-sized firm, packed her briefcase at 10 a.m. to travel to a branch office to make sure it was in compliance with all the new rules coming out of Washington. She hailed a cab and planned to grab a ride back with a colleague who was already at the branch office.

Then came the call every parent dreads: the coordinator of the day care center her 2-year old daughter Hayden attended. As the cab driver pulled up to the office, everything else suddenly seemed unimportant. It turned out the issue was only a cold and earache that had been going around, not uncommon during this winter that will not end.

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