It was a beautiful weekend, temperatures reaching 80 degrees. And that meant people flocked to the big box home improvement store to get items for their outdoor projects. The line stretched from the two checkout counters to nearly the back wall.
I just had a few items and wondered whether the lines were shorter inside. And they were. Actually, there weren’t any lines at all. I walked right up and was checked out instantly. I mentioned my surprise to the person checking me out and she said on nice days, the lines are always long in the garden center and short inside.
The situation made me wonder how companies help customers navigate their business. Are people available to help customers navigate their experience efficiently? How are roadblocks removed to make doing business easy? Do you look at where customers experience bottlenecks and reduce them? What can you do to make doing business with you easier for your customers?