Customer service is killing us. I was in line at the "short order and check in" window at the doctor's office, behind a big problem with a short fuse. Based on the scraps of conversation flying by, she had been recently diagnosed with diabetes, and was getting follow-up calls from several chronic care organizations wanting to get her into their treatment programs. Their goal? Change destructive behaviors and make a difference.

Simply put, it wasn't working, and it was certainly no problem listening in. Bam! She slammed the counter, spun around and I was face-to-face with a frustrated fellow citizen. "What do you think? I want the pill to fix this, not all this #@$. They have pills. I feel fine.  I'm not about to be scared by a %$%^#^ report that says I'm bad." She paused, squinted, and edged closer to me, as she could tell I was paying attention. "Should I just change doctors?" Everyone was staring. Long, awkward pause.

I decided to play the contrarian card. "Yes, I think you should."