While winding down on the last days of this program and while in Paris, our primary client contact received an emergency call from home notifying her that her teenage son had been involved in a serious automobile accident. Although he was not seriously injured, the motorcycle victim he hit sustained life threatening injuries. In fact, the victim did die several days later. She was drawn with confusion and uncertainty about leaving the program to console her son. She had left him in the care of family members and felt confident they could handle the situation, but was torn in two directions. Her program had a most significant gala awards evening event scheduled and she was directly responsible for all technical support for the VIP’s. The travel account manager (also a mother and seeing how torn she was) insisted that her place was to be with her son at this most tragic event. She confidently assured her that the Galactic staff would assume her role and execute all facets of her responsibility as needed. The client contact did finally make the decision to leave and the Galactic staff scrambled to her aide to pack her bags, with another staff member taking copious notes as to her technical requirements, while a third staff member changed her reservations and made hasty arrangements to get her to the airport for a flight home. The evening event was flawlessly executed, much to her relief and all of the top level executives were extremely complimentary about the Galactic staff’s rapid response, along with their primary concern about the welfare of their valued incentive program manager.