" Earning that trust sometimes means scheduling longer
appointments for the elderly and taking a course in the time-honoured
social courtesies: calling older members by their last name
and title until invited to use their first name, helping older
women with their coats, and listening with sincere interest
to stories they may have told you once or twice before. “I
have a picture of a snow blower in my office just to encourage
the older men to tell me about their machines,” says Needham
with a chuckle."
by
Laureen Griffin