“The waiting is the hardest part; every day you see one more card. You take it on faith, you take it to the heart, oh, the waiting is the hardest part.”
– Lyric from Tom Petty’s “The Waiting”
We spent the better part of three hours in line this week, without access to a chair, let alone access to a rest room.
Not to see a cool new band here in the ATX.
Nope.
To get a passport. For a 15-year-old. During the school day. (Only open 9:30 AM – 4:00 PM, weekdays!)
I could go all “why the post office sucks” on you, but I won’t. What I will do, is admonish those of us who rely on customers and clients (that would be ALL of us, for those of you scoring at home) to intentionally, relentlessly and with conviction put ourselves through the buying experience of our customers or clients.
They might need what we sell. Hopefully, the want what we sell. At any rate, they deserve our respect, and if there is waiting involved, we ought to make it as brief and enjoyable as possible, and we ought to make sure that they know exactly what to expect during the wait.
It doesn’t have to be the hardest part.
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