Watch the time. "If anything matters to people today, it's time. We call these people 'CTT customers': can't cook, too tired, and have no time. The best service for these customers is invisible service: They want what they want, when they want it, how they want it. We've developed a variety of meal solutions for these customers and reduced the maximum wait in any checkout line to 60 seconds."
Make yourself available. "When I hear leaders talk about 'managing by walking around,' I think it's great that they're working on their visibility to employees. But I worry that they're forgetting how important it is to be visible and accessible to their customers. I recently had a meeting with the head of Coca-Cola Ireland where I have most of my meetings, which is right on the shop floor. We were standing in the soda section and were interrupted constantly by customers. Later, the Coke executive said he learned more in our short meeting than he had in the previous six months!"
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