Quote of the month

… Maybe we have defined the problem incorrectly. Maybe the problem isn’t the duration of the wait but what’s happening to you during the wait. And in a moment of total lateral thinking ingeniousness he said, ‘I’m going to see if I can get the money to buy floor to ceiling mirrors and put them next to all the elevators in the test building.’ He gets the money. He puts floor-to-ceiling mirrors next to all the elevators in the building and observers what happens over the following weeks. The complaints about elevator delays dropped to near zero…

(Ep. 3, Waiting in line)