I recently sailed on the Carnival Freedom.
It was a pleasant voyage
except for embarkation and disembarkation.
That was a hassle.
We stood in frustratingly long lines.
Carnival employees said there was nothing
they could do about the lines.
That was the port’s responsibility.
That might be true
but I KNOW there was something
they could do with how enjoyable
standing in those lines were.
Other cruise ships supplied lemonade and cookies,
had bands playing happy vacation music.
One cruise ship instructed their dancers
to teach line standing passengers
a couple of dance steps.
These lines were an event,
not an irritant.
During the holiday rush,
one of my favorite booksellers
hires jugglers to entertain their customers.
They give out hot chocolate and cookies.
They often hire carol singers.
Yes, try to eliminate lines for your customers
but when that’s not possible,
consider taking advantage of
having your customers’ undivided attention.
Make your lines events.