What do dead plants in the waiting room have to do with the skill of the doctor? Logically nothing, but to the customer, everything.
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!”
Listen to this episode to find out what dead plants in the waiting room mean for your customer experience.
This episode is also available as a blog post: http://billquiseng.com/2011/12/05/never-go-to-a-doctor-whose-office-plants-have-died/
