I’m sure one of the most frequently asked questions at the Minneapolis/St. Paul (MSP) airport is “How do I get to the Mall of America?”
Rather than answer dozens of times each day, the airport prepared a flyer with specific instructions on how to catch the light rail, taxi, or app-based ride services to the mall. The flyer explains that you can visit with a three-hour layover or more as it only requires 15 minutes of travel time each way. In addition, both the mall and the airport have luggage-size lockers available to ease your shopping experience. They even have a text-based help line — should you get lost en route (or more likely, in the vast expanses of the mall.)
It was a simple thing to prepare but it made the experience easier for the information booth staff and travelers.
Think about the questions you are asked most often. Do you answer them over and over, or can you follow MSP’s lead and prepare a small handout that customers can take with them, giving people the information rather than requiring them to remember it all? Anticipating needs and proactively addressing them is the hallmark of good service.
