Wednesday, April 7, 2010

Managing Expectations: Who Likes Waiting?

Recently spotted at Ikea:

The most unpleasant thing about waiting in a retail checkout line is not knowing how long it may take.

Kudos to Ikea for managing that expectation:
- Anything before it: "I'm getting close!"
- Anything after it: "It's less than five minutes now!"

I'd like to see the Transportation Security Administration manage airport security lines in a similar way.


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