Over the years, I have read several articles on using what is known about human behavior to improve customer satisfaction. I am surprised that more companies have not adopted this approach to create a better service experience. Based on research done in a health care environment, a new article appearing in the McKinsey Quarterly highlights how behavioral science can be effectively used to create better patient experiences. While the research was conducted in healthcare, I suspect that many of these actions apply to some industries. I want to translate some of their actions into what they may mean in an industrial service setting.