Assembly Line:

“You are a number, apartment 5B, and we are here to process you.”

Characteristics: timely, efficient, uniform, insensitive, uninterested

Friendly Zoo:

“We are trying hard, but we don’t know what we’re doing.”

Characteristics: friendly, interested, tactful, personable, inconsistent, disorganized, no follow-up


“We don’t care.”

Characteristics: cold, impersonal, aloof, uninterested, inconvenient, slow, disorganized


“We care, and we’ll prove it!”

Characteristics: timely, efficient, friendly, personable, interested, helpful, understanding, sensitive