1. Identify
the high-contact and low-contact operations of the following services:
a. A
dental office. high contact low contact for lab
b. An
airline. high contact includes
reservations desk, loading concourse, plane with crew and attendants, etc.
Low contact includes maintenance, baggage
handling, tower operations, etc.
c. An
accounting office. high contact includes reception and CPAs, while low contact
includes records, computer, library, etc.
d. An
automobile agency, high contact includes showroom and offices. Low contact includes maintenance,
preparation, records-files, etc.
13. The only thing you can do is
to try to overcompensate for the event.
Make dinner free. Promise to
contract with an exterminator. Offer
them another free dinner after a “cooling off” period. The Tylenol response is a good model to
following in this situation.
