Don’t Make Customers Lie On their Backs

I recently had eye surgery that required me sleeping on my back for two weeks following the operation. I always sleep on my side…ever since I was a kid. My back-sleeping attempts are so challenging I am never able to nap on those U.S. to Europe flights. I usually end up burning a gazillion frequent flyer points to get a pricey seat that reclines to a flatbed…so I can turn on my side!

 

It made me think about the many times we make customers break their routines-of-comfort in order to be serve...