1. What captivated patients in this medical office was the respect the patients received from the doctor and the respect for their time (Jacobs & Chase, 2011). The doctor's office tried its best to be on time for every appointment and respected patients by letting them know when something was coming up and the doctor was going to be late (Jacobs and Chase, 2011). When the doctor had an emergency, the office gave patients the choice of waiting or rescheduling their appointment (Jacobs and Chase, 2011). The doctor's office held itself to a high standard of punctuality and held patients to the same standards regarding their appointment times (Jacobs & Chase, 2011). The doctor did not waste time on the phone or on unnecessary tasks that would cause delays and scheduling conflicts (Jacobs & Chase, 2011). The doctor did not have phone hours to answer calls and he trained the assistants to handle most phone calls and answer medical questions over the phone (Jacobs and Chase, 2011). When an individual wanted to...