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    Never Trust A Doctor Who's Plants Have Died

    But a doctor can be judged by us on that which we do know. We understand what clean and organized looks like. We understand what friendly looks and seems like. We all know what waiting overly long believes like. And with past experiences we can judge how our physician visit stacks up to those encounters. And centered on the complete experience we are going to decide whether to return or maybe not, and conditioned upon the encounter, will either send our pals or tell the planet to avoid with an on-line lousy review. Is that reasonable? Certainly not, but as administration consultant Tom Peters says, “Customers perceive service within their own unique, idiosyncratic, mental, irrational, end-of-the-day, and entirely human terms. Perception is all there is!” While a general manag


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