I'd agree with you if this were just a link to a local news story covering the event, but since the bulk of this article is an anecdote about two ways of doing

I'd agree with you if this were just a link to a local news story covering the event, but since the bulk of this article is an anecdote about two ways of doing customer service -- compassion vs. indifference -- and what a difference it can make, especially when the company stands behind it - there's definitely a business lesson to be learned here.