When we show up somewhere, at the movie theater, bus station, hotel or a hospital we want our problem solved. Not the other guy's problem. We are looking for personal attention to our concern or desire. Of course, most of the places aren't set up that way. They make us stand in line at the hotel front desk, the bus ticket counter, the grocery check-out line or take a seat in a crowded waiting room. Generally, we all have the same problem or request...register at the hotel, buy a bus ticket or groceries, or we're sick. But, one step further and our needs fragment quickly. One person is at the hotel for a meeting, another on vacation. One person is taking the bus across country, the other to a town an hour away. My child has a broken arm, yours has the flu. Yet, we're all stuffed or channeled into the same place. Why?

Because it's easier for the business...that's the only reason. It would be better (much better) for you and me if someone met us at the door, quickly understood our problem and began solving it...not the other guy's. That means they would listen sort. Going to Cleveland? That requires some additional planning and go there. problem, it's our most popular express ticket option is available here...done. You're here because you feel like you have the flu?...go into this special area (quarantined) with other flu like people. Broken arm? Right this way to Xray.

In business, we have an inherent problem up front, at the sorting point. We bottle neck it. We often combine the least experienced talent with a "process" to solve it..bad combination, for the customer anyway. A better way is to put a lot of energy, time and talent into solving the sorting process. Painful at first, but extremely effective long-term. This is not an area to follow someone's lead. You need to define your own method and category. Southwest did it with open seating. You can too.

One tip...a self-check in kiosk or self check-out scanner is rarely the intelligent person is.