Dr Jenkins: “Well, Hopkins, looks like that leg’s just going to have to come off!”
Dr Jenkins: “Nurse! Hand me that bonesaw!”
Dr Jenkins (humming): “Your ankle bone connected to your leg bone… your leg bone connected to your knee bone…your knee bone…”*
Clearly, Patient Hopkins, while getting a great product (the ability to get legless on Friday nights in half the time), is getting poor service. Otherwise, he’d stop saying “Whaa…?”
Yes, our topic this week is the importance of communication in the service industry. Hopkins draws on a case study & Jenkins pulls Management and Marketing of Services from his shelf to show he’s down with the issue.
Lee and Allan have a few more views on fee setting and proposals, with Lee recommending Robert Cialdini’s Influence: the Psychology of Persuasion.
* Dem Dry Bones is an old gospel song Allan used to hear.
All that and so much more in Chat #15.
Download [10mb] and take a 22 minute coffee break with Lee and Allan. And don’t forget to subscribe to the RSS feed to catch every sparkling discussion as we pass the coffee pot around. And if you are an iTunes user, you can find our podcast on the iTunes Music Store (for free, of course!).
(And I’m glad Allan’s back to writing the show notes – he cracks me up!)
Let’s tag this baby!