1. In this chapter, we referred to Maister's First and Second Laws of Service. How do they relate to this case?

2. What features of a good waiting process are evident in Dr. X's practice? List the shortcomings that you see.

3. Do you think Mrs. F. is typical of most people waiting for a service? How so? How not?

4. If Dr. X were concerned with keeping the F family as patients, how could he have responded to Mrs. F.'s letter? Write a letter on Dr. X's behalf to Mrs. F.

5. How could Dr. X prevent such incidents in the future?

6. List constructive ways in which customers can respond when services fall seriously short of their requirements or expectations.