12 Minute Gaps

Let's play "What's missing from this picture?" The location is a hotel and I am standing near the counter... so what's missing? You guessed it... the front desk agent.

When I arrived at the front desk to check out, I did see the sign (to the left of the cup) that said "I have stepped out for a moment, but will be right back." So I waited-for over 12 minutes. While I was waiting one other person came to check out but left frustrated. The phone rang at least 3 times and no one ever answered it. I'm sure they will call back. They probably just wanted to make a reservation and fully understand why no one answered the phone at a business that is supposedly open.

I, on the other hand, had to have a receipt for a client. Luckily I had some extra time so I decided to wait out this little incident. The agent was apologetic when she did return, but the damage was done.

In business, these types of "12 minutes" can mean the difference between failure and success. People simply have too many choices to put up with less than stellar service-and hate to wait for anything.

Today reflect on how you conduct yourself at work or in your business. Are you guilty of some "12 minute gaps" in service? If so, it might be time to make some changes.