As professor said last week, this case is really the best case I ready ever. The author, David H. Maister, provides and describes abundant interesting and meaningful examples about “fill time” which is the time that organizations or shops provide for customers to consume the waiting time. For example, the best one for me is the case which to install mirrors near where the guests wait for the elevators. This simple move does not solve the problem about the efficiency of the elevators, but it does work and utilize human nature to distract guests’ attention, decreasing the waiting time in certain way. Also, he provides me a lot psychological thoughts about waiting, like the formula S= P-E，”a watched pot never boils” and so on. While I learn a lot from this case, I think of a famous Hotpot restaurant in China, HaiDiLao. It has tremendous branch stores in everywhere, and everyday a lot customers waiting in front of the store. It provides free snacks like seeds, watermelon, orange and etc. and different entertainments such as chess, poker, TV. You could see a lot customers sit in front of the store to wait for table, eating and playing, even part of the people are not going to have a meal here. Obviously, the price for this hotpot restaurant is relatively higher than relevant restaurant. But people keep running to this store, enjoy waiting and high quality services here. I think this is the store’s strategy that integrates the waiting experience into the total service experience and shortens the perception of waiting time, adding revenue in a profound and lasting way. I will keep reading to dig more valuable