Plowman - High Value, Low Cost: How to Create Profitable Customer Delight

VERSION 0.5 DTD 032600Oneoftheeditorsofthisvolumedoesnotknowthatthisstoryisgoingintoit.Therehasbeencollusioninhighplaces.ThePresidentofSFWA,DamonKnight,andtheothereditorhaveoverruledinadvanceanycomplaintsthatBrianW.Aldissmightmake.ThisstorywasoneofthreethattiedfortheBestShortStoryawardandis,initsownright,afinepieceoffiction.Hereisart,intheinterweavingofideaanddialog,andhereissomethingvitalbeingsaidaboutthehumancondition.Ithasearneditsplaceinthisbook.H.H. MAN INHIS TIME Brian W. Aldiss His absence Janet Westermark sat watching the three men in the office: the administrator who was about to go out of her life, the behaviourist who was about to come into it, and the husband whose life ran parallel to but insulated from her own. She was not the only one playing a watching game. The behaviourist, whose name was Clement Stackpole, sat hunched in his chair with his ugly strong hands clasped round his knee, thrusting his intelligent and simian face forward, the better to regard his new subject. Jack Westermark. The administrator of the Mental Research Hospital spoke in a lively and engaged way.

Typically, it was only Jack Westermark who seemed absent from the scene. Yourparticularproblem,restless His hands upon his lap lay still, but he himself was restless, though the restlessness seemed directed. It was as if he were in another room with other people, Janet thought. She saw that he caught her eye when in fact she was not entirely looking at him, and by the time she returned the glance, he was gone, withdrawn. "Although Mr. Stackpole has not dealt before with your particular problem," the administrator was saying, "he has had plenty of field experience.

I know" "I'm sure we won't," Westermark said, folding his hands and nodding his head slightly. Smoothly, the administrator made a pencilled note of the remark, scribbled the precise time beside it, and continued. "I know Mr. Stackpole is too modest to say this, but he is a great man for working in with people" "If you feel it's necessary," Westermark said. "Though I've seen enough of your equipment for a while." The pencil moved, the smooth voice proceeded. "Good.

A great man for working in with people, and I'm sure you and Mr. Westermark will soon find you are glad to have him around. Remember, he's there to help both of you." Janet smiled, and said from the island of her chair, trying to smile at him and Stackpole, "I'm sure that everything will work" She was interrupted by her husband, who rose to his feet, letting his hands drop to his sides and saying, turning slightly to address thin air, "Do you mind if I say good-bye to Nurse Simmons?" Hervoicenolongerwavered "Everything will be all right, I'm sure," she said hastily. And Stackpole nodded at her, conspiratorially agreeing to see her point of view. "We'll all get on fine, Janet," he said. "You'd lik that, wouldn't you, Janet?" She moved her head, instinctively trying to bring her eye into his gaze as she replied vaguely, "Of course, darling." He voice no longer wavered when she addressed his absen attention. Therewassunlightthroughwhichtheycouldseeeachother "There was sunlight in one corner of the room, coming through the windows of a bay angled towards the sun. Therewassunlightthroughwhichtheycouldseeeachother "There was sunlight in one corner of the room, coming through the windows of a bay angled towards the sun.

For a moment she caught, as she rose to her feet, her husband's profile with the sunlight behind it. It was thin and withdrawn. Intelligent: she had always thought him over-burdened with his intelligence, but now there was a lost look there, and she thought of the words of a psychiatrist who had been called in on the case earlier: "You must understand that the waking brain is perpetually lapped by the unconscious." Lappedbytheunconscious Fighting the words away, she said, addressing the smile of the administratorthat smile must have advanced his career so much"You've helped me a lot. I couldn't have got through these months without you. Now we'd better go." She heard herself chopping her words, fearing Westermark would talk across them, as he did: "Thank you for your help. "Well, don't either of you forget us if you're in any kind of trouble." "I'm sure we won't." "And, Jack, we'd like you to come back here to visit us once a month for a personal check-up. "Well, don't either of you forget us if you're in any kind of trouble." "I'm sure we won't." "And, Jack, we'd like you to come back here to visit us once a month for a personal check-up.

Don't want to waste all our expensive equipment, you know, and you are our star er, patient." He smiled rather tightly as he said it, glancing at the paper on his desk to check Westermark's answer. Westermark's back was already turned on him, Westermark was already walking slowly to the door, Westermark had said his good-byes, perched out on the lonely eminence of his existence. Janet looked helplessly, before she could guard against it, at the administrator and Stackpole. She hated it that they were too professional to take note of what seemed her husband's breach of conduct. Stackpole looked kindly in a monkey way and took her arm with one of his thick hands. "Shall we be off then? My car's waiting outside." Notsayinganything,nodding,thinking,andconsultingwatches She nodded, not saying anything, thinking only, without the need of the administrator's notes to think it, "Oh yes, this was when he said, 'Do you mind if I say good-bye to Nurse' who's-it?Simpson?" She was learning to follow her hus- band's footprints across the broken path of conversation.

He was now out in the corridor, the door swinging to behind him, and to empty air the administrator was saying, "It's her day off today." "You're good on your cues," she said, feeling the hand tighten on her arm. She politely brushed his fingers away, horrid Stackpole, trying to recall what had gone only four minutes before. Jack had said something to her; she couldn't remember, didn't speak, avoided eyes, put out her hand and shook the administrator's firmly. "Thanks," she said. "Au revoir to both of you," he replied firmly, glancing swiftly: watch, notes, her, the door. "If we find anything at all. "If we find anything at all.

We are very hopeful...." He adjusted his tie, looking at the watch again. "Your husband has gone now, Mrs. Westermark," he said, his manner softening. He walked towards the door with her and added, "You have been wonderfully brave, and I do realisewe all realisethat you will have to go on being wonderful. With time, it should be easier for you; doesn't Shakespeare say in Hamlet that 'Use almost can change the stamp of nature'? May I suggest that you follow Stackpole's and my example and keep a little notebook and a strict check on the time?" They saw her tiny hesitation, stood about her, two men round a personable woman, not entirely innocent of relish. Stackpole cleared his throat, smiled, said, "He can so easily feel cut off you know.