A colleague shared a memory of her time as a tourist going to the top of the Empire State Building. (Can you even remember when we used to do things like that?) The observation deck is on the 78th floor and the elevator ride can prove to be a bit nerve-racking and ear-popping for some guests.
To combat this, the tour operators devised a way to divert people’s attention and equipped the top of the elevator car with a computer screen. On the way up, riders watch an animation of the building being constructed, and on the way down the building’s Art Deco logo morphs into a U.S. map. The ride only takes 30-45 seconds but with this forethought, it becomes a memorable and enjoyable experience for the tourists rather than one filled with angst.
Put yourself in the shoes (or the elevator) of those using your service. How can you eliminate some discomfort or increase the pleasure – or in the case of the Empire State Building – achieve both simultaneously? There are ways to wow all around you if you elevate your thinking toward that goal.