A few days back on my way home from work I stopped by the Bhelwala, for my daily dose of “chaat”. While awaiting my turn I noticed a lady barge in and demand her sevpuri to be made immediately. Being caught during the rush hour I was curious to see how the Bhelwala handled the lady. He calmly kept asking how does she like her sevpuri while making it for those who had come before her, he kept her engaged with this small talk probably knowing how impatient she is. “would you like one or two plates? “Medium or spicy”? “Are you going to eat it here or should I pack it”? All this and he hadn’t even started making it for her. She was calm and even though she got her sevpuri after everyone else she wasn’t peeved about it.
There is a simple lesson here for all people in the service design industry keep the customer engaged let them think that you are catering to them and only them (even if it is just an illusion)
Gavin Remedios 