We were shocked by gaps we were blind to, training and process deficiencies, and opportunities that weren't even on our radar when it came to how someone felt when viewing us online and inquiring for more information. It's not that we weren't doing our job, we were just too busy with the day-to-day, hat-juggling act we did to put out fires and keep our busy practice running. (We’re sure you also know this delightful dance all too well!)