The family metaphor is a common theme at work, with many leaders using it to create warmth, belonging, and a sense that people matter beyond their job descriptions. However, this can be problematic when language is used to communicate with the individual, meaning that even if you stop speaking to a family member, they're still part of their family. This is a case study from a student at Harvard Business School where a customer was identified as part of the "family". The author warns that words matter and that when language goes unchecked, expectations, boundaries, and culture all start to blur.