I’ve been at Cell Phone Lots at several different airports and most of them are nothing but asphalt in a remote area of the terminal complex. Not in Austin, TX.

Someone there had the brilliant idea to treat the Cell Phone Lot like a rest stop – complete with a gas station, convenience store, fast food, public restrooms and picnic tables. They even have a large screen that displays flight information in case you need it.

The lot is still in a remote area so only services people who have some connection to the airport, but that includes those who are waiting to pick up passengers, airport employees and rental car returns – it was buzzing.

How can you reimagine a service that you provide and expand it to truly serve?

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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