Reframe Tedious Experiences

December 5, 2012  

Slipper and InnovationI have now spoken in 43 countries (#44 coming soon).  As you can imagine, I spend a lot of time in airports and going through security.  TSA Pre is amazing, and has sped up how quickly I get through the lines.

One of the (many) nice things about TSA Pre is that you don’t have to take off your shoes.  For many, disrobing at the airport is a tedious experience.

But sometimes, something that seems like an inconvenience can be made into a pleasant experience.

I remember a few years ago I traveled to Korea. Like everywhere else we needed to take off our shoes.

But unlike other airports, in Seoul, there was an attentive woman who, after I took off my shoes, put slippers on my feet.  I then walked through the scanner to be greeted by another woman who, after I retrieved my shoes, removed the slippers .

It was like a ritual.  I actually liked taking off my shoes.  It made the whole experience of security lines so much more peaceful and relaxing.  I even recall soothing music playing in the background.

In every business, there are unpleasant things that customers, employees or vendors need to do.  And sometimes eliminating those activities is not possible.

In those situations, how can you “reframe” the experience?  How can you turn it into something enjoyable?

Disney World does a brilliant job of making a boring task – waiting in line for a ride – a pleasurable and educational experience.

Look at how you can do this for the less exciting aspects of your business.

Now, if they could combine the speed of TSA Pre with the slipper ritual, I might actually look forward to airport security.

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