Early in my consulting and inspecting career, I became fascinated by the concept of customer service. Why are some organizations more customer service-oriented than others? How do organizations promote a culture that encourages excellent customer service? What can staff and management do to make customers happy with their experience? I noticed that some of the medical equipment companies I visited had excellent customer service, others had mediocre customer service, and still others (not many, thankfully!) had horrible customer service. I set out to understand the art of customer service and tried to answer the above questions by gathering fact patterns and collecting observations about the customer service I witnessed on my visits.