Return Customer

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Guide Customers to a Quicker Path

August 17, 2005 By Joe Rawlinson

At the end of our recent trip to Salt Lake City, we passed through the airport security process to board our flight home. After checking in at the Delta Airlines counter, we were told to take our baggage to the screeners. Like sheep, we followed those in front of us and joined a long line of passengers.

As we approached the screening machine, we heard the employee yell that there are other machines behind us we could visit. Having already invested time in this line, we waited it out.

On our way to the terminal, we walked by two other screening machines with no waiting line.

Two things would have made this process faster:

  • Have big overhead signs indicating a baggage screening point.
  • During the check-in process, have the Delta employee tell us where baggage screening stations were located.

Your Customers are in a Hurry

Respect your customer’s time by helping them find shortcuts. You know your process and your systems. Share some of that knowledge with your customers. They’ll be able to buy your product, use your service, or accomplish their goal faster than expected.

This speedy service will encourage them to return to do business with you down the road.

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