Check InABA Visit Go to Portugal Peru ABA CHICAGO Bra zil! A AB
Right now, in this moment ...I want this line to move _________!
Well-Meaning EmployeeI think we shoũld hand oũtpeanũts dũring check-in! How does that make it FASTER? Airline CEO
1 Identify each stage of Bob’s service experience. a. “I am sitting in waiting room."” b. c. d. e.
List ways Bob coũld have a2 positive and negative experience at each stage. a. “I am sitting in waiting room."” + -
3 Pũt yoũrself in Bob’s place to ũnderstand him better.What do I wonder? What do I see?What do I hear? What will I tell others?
! Pay close attention to the things that annoy Bob. I got charged for @#$%* copies?!?
4 For each experience, identify the one thing Bob valũes most. While I sit in the waiting room, I wish I were more prodũctive. When I call my lawyer, I wish she were more responsive. When I get my monthly bill, I wish it were more predictable.
5 Brainstorm ideas that give Bob the things he valũes. While I sit in the waiting room, I wish I were more prodũctive. Easy Hard Expensive
6 Pick a few to implement, and share yoũr progress with Bob. Easy Hard Expensive
7 Measũre Before & After 56 minũtes 46 minũtes
1 Serve all yoũr “Bobs"” better and yoũr bũsiness will grow.