Did you sign in at the kiosk?

My flight from LA was delayed, and since I had a connecting flight in Atlanta, I wanted to check to see if the delay would affect it. So, instead of the Delta lounge, I walk up to the “customer service” desk, where two people are doing nothing.

One of them looks up and says, “Have you checked in at the kiosk?”

“No, I didn’t know about the kiosk,” I reply.

“Please go over there and check in.”

So, I dutifully go over, enter my name and phone number and get a confirmation that no one is ahead of me and I’ll get help next.

Well, no shit. I could see there was no one in front of me.

I stand there for a minute, and then the “customer service” rep who told me to go to the kiosk tells me it’s my turn.

I couldn’t help but laugh to myself, even though I was mildly perturbed by the ludicrous of the situation.

Here’s a question for you:

When was the last time you mystery-shopped your business and listened to how your phone was being answered and how your customer service processes were working?

You might be surprised at what you discover.

Kick butt, make mucho DEEnero!

Dave “Next In Line” Dee

P.S. In the June issue of the Sales Arcana newsletter, I critique and deconstruct a webinar presentation one of my Mastermind members created. Not only will you discover ways to improve your presentations, but you’ll also learn my new one-to-many structure for selling professional services. Sales Arcana is an exclusive publication for Inner Sanctum members, so if you haven’t joined us yet, you can do so here:


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