“Charley, good morning! I just wanted to say hi,” said the woman with a graying pixie haircut and a nice Florida tan. She was wearing a handsome wool suit and a big warm smile, as though we were great friends. She seemed to know me, but I was embarrassed to be drawing a blank.

Then she continued, and I knew exactly who she was: “I’m Jean Dowling, and I just wanted to thank you for your letter.”

A few years ago, I’d been so appreciative of the years of superb professional service I’d been receiving from him that I asked my Vanguard Flagship representative, Chuck Dowling, to give me his parent’s mailing address so I could write them a short letter, congratulating them on being such wonderful parents. Chuck was always upbeat, consistently ...

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