Service design at the dentist's office

Waiting in the exam chair at the dentist's office, I heard a gentle symphony of cascading water behind me, the kind of zen ambience produced by those tabletop fountains you find in Chinatown or novelty stores at the mall. What a clever way to soothe the anxiety of patients, I thought. What care and attention to the patient experience. Then I turned my head and realized the hoses attached to the water pik and other cleaning tools were leaking and spraying water all over the floor. I still think it would have been a great idea, though.