Trey Blizzerd shared this picture from the Supermarket across from our hotel in Venice (it's the Cardoro, a supermarket and bus stop). Says Trey, "They had two lines open at a peak purchasing time. It was around a 15 minute wait to get a couple bottles of water. Since I have a concentration in Logistics/Supply Chain Management I’m all about doing things the most efficient way possible. The grocery store should analyze their data to determine their “high traffic” times and schedule more employees at those times so more registers can be open. This is simply just a pain that could be easily fixed."
Sadly, the attitude is that most businesses don't care because consumers don't have a lot of options and they've been conditioned to expect disengaged service. Plus, many of these businesses have "reward cards" that allow customers to accrue points for their purchases over time - this raises their customers' switching costs, even though the points only get them chump prizes. This is truly a culture-level phenomenon. Until this culture changes the solution can be summed up in two words: Vending machines.
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