While serving in the same organization for more than two decades, I have to admit that I stopped seeing certain things. For instance, there was a sign near the restrooms near a back entrance that said "employees only." That sign was very unfriendly to our patients and visitors - the nearest other bathrooms were very far away and with no signage to lead anyone there. Why was that sign even there? And why, as someone who led customer service initiatives, had I not seen it?