Slow Elevators and Long-ass Queues (How to Get to the Root of the Problems)

Taipei 101 is one of the world’s tallest sky scrapers standing 1667 feet tall with 101 floors. So how do you go to the top floor? You hop on to one of the 67 elevators that rocket you up at the speed of 69 km/hour (37 miles/hour).Haven’t we come a long way since 1861 when Elisha Otis patented a steam elevator equipped with a safety device?

It’s the early 20^th century, and the elevators are becoming a lot more popular. But people are complaining about how slow they are. Some of the elevators put the tortoises to shame. It is faster to climb up the stairs than to go up by an elevator (especially when it’s crowded and stops frequently.)

The elevator manufacturing companies listen to the complaints and spend a lot of time and money on creating faster elevators. Most tall buildings follow suit and spend a lot of money upgrading their elevators.

But right about that time, one smart person discovers a much cheaper solution to the problem that stops all complaints. No he doesn’t upgrade his elevators. He just places a mirror in it.

The real problem isn’t that the elevators are slow. It’s that people get bored in them. Give a mirror to monkeys and they will entertain themselves for hours at end.

Finding the Real Problems

Most people go along with the wrong way of solving problems:

1. What is the problem? Elevators are slow.

2. How to fix it? Create faster moving elevators.

The correct way is asking one extra question:

1. What is the problem? Elevators are slow.

2. Why is it the problem? Because people get bored in slow moving elevators.

3. How to fix it? Don’t bore people. Occupy their attention. Place a mirror.

One single “why” question gives you clarity. And helps you get to the root of the problem.

It’s not always so clean and easy though.

The Disney Waiting Problem

Disney faced a similar problem. People hate standing in long queues. But Disney can’t do much to entertain folks standing in queues for one of their rides. And after a certain extent, they couldn’t even speed up their queues.

So they had to delve a bit deeper to solve the problem.

1. What is the problem? Standing in long queues.

2. Why is it the problem? Because it bores people to death.

3. Why else is it the problem? Because people can sit on more rides if the queues aren’t these long. (Doesn’t lead to a solution.)

4. Why else is it the problem? Because it’s frustrating to stand in queues.

5. Why is it frustrating? Because people don’t know how long it’ll take for their chance to come.

6. How to fix it? Place signs along the queue that let people know how long it’ll take them from that spot.

When signs are placed, people stop complaining. They brace themselves for the wait. A specific number placates them. If the waiting time on the sign is too long, people will automatically go to some other ride (thus not elongating the queue).

(Here is why Disney is no.1 in customer service. They lie on their signs. If a sign says that waiting time is 20 minutes from that spot, you’ll most likely be on the ride within 10 minutes. Under-promise and over-deliver.)

Action Summary:

• Always ask “why” before zero-ing in on the solution for a problem.
• If one why doesn’t lead you to the solution, delve in deeper, get a bit creative and ask more whys.

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Waiting Line Psychology: 5 Rules to Keep People Content while Waiting

1. Keep people occupied while they wait. Provide a mirror. Books. Videos.
2. Let people know how long they’ll have to wait.
3. Explain the reason for long waiting times.
4. Follow discipline. Nothing fries people’s patience more than queue cutting. (Have a private hidden backdoor for special VIP folks. Or make it official with speed lane passes.)
5. Make people wait in groups.

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Comments:

Comment by Dien Rice

2008-04-03 16:26:18

Hi Ankesh,

Wow, what a brilliant post! I LOVE your insights and your “action summaries”…

I can’t wait for more!

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Comment by Ankesh Kothari

2008-04-03 16:40:29

Thanks Dien for your kind words

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Comment by lavin

2008-04-03 17:08:13

Hi ankesh,
great way of looking at problems; in fact its always that when u identify the problem correctly, half of it is solved there and then.
Liked ur analytical approach.

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Comment by Ankesh Kothari

2008-04-03 18:09:09

Thanks Lavin for your insightful comment. You’re spot on. The right question helps you crystallize your thought process and zero-in on the important things that matter. I think there is a Chinese proverb that goes something like: “you can’t have good answers without asking good questions.”

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Comment by Christine OKelly

2008-04-03 19:12:49

This is great Anke! I love that - “why is the problem.” Asking it this way really does uncover a whole new set of ideas. I’ve just now asked this question in relation to something new that I’m working on and I can already see new possibilities. Thanks!

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Comment by Ankesh Kothari

2008-04-04 13:04:25

Hi Christine,

Thank You for your comment and your words of encouragement!

And thanks a lot for submitting this page to stumbleupon.com

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Comment by Michael Ross

2008-04-04 01:28:44

Ankesh,

Thanks for sharing this.

It’s not that you need to ask WHY… it’s about Identifying the problem Correctly in the first place.

What is the REAL problem?

People are bored in elevators.

Of course, asking WHY can help Lead you to the Real problem if you can’t think of it off the top.

A good technique. And interestingly, similar to what Joe Karbo suggested… to spend Time to identify the Real problem. Because once you have, it almost solves itself.

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Comment by Ankesh Kothari

2008-04-04 13:07:46

Hi Michael,

Thank You for your wise words and sharing what Joe Karbo suggests.

You know you’re one of those genius people who can quickly see the whole picture and zero in to the real problem. Its a superb talent that you possess.

Unfortunately, most people are not comprehensive thinkers as you are. And so asking Why helps us out.

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Comment by Yorick

2008-04-04 10:34:02

Dude, this site is fantastic. I love the look of it. The theme for the site just seems out of this world.
You seem to have a style in approaching a problem, analyzing it and looking for unusual solutions. Excellent. Looking forward to more gems.

-Yorick

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Comment by Ankesh Kothari

2008-04-04 13:10:42

Thanks Yorick

The design is rather brilliant - isn’t it? I’ll make sure to pass on your words of praise to my designer. Thanks!

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Comment by Doc Jakson

2008-04-04 12:51:46

I can see that this is going to be interesting stop on my travels thru the web..I’ll be back..This post about the Elevators and the Long Lines convinced me to be a regular visitor.

Continued success and as always,

All the best,
Doc

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Comment by Ankesh Kothari

2008-04-04 13:12:34

Thanks Doc for your kind words and becoming a regular visitor

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Comment by Duane Adolph

2008-04-04 16:50:23

Happy Birthday!!

No not your birthday Ankesh. I’m saying Happy Birthday to http://www.nontoxin.com

Congratulations, your idea is NOW BORN to add value to others… AND WOW look at this layout. What is the EXACT BIRTHDAY So we know when to celebrate?

Eagerly anticipating to see what this blog becomes as it matures Ankesh

It reminds me a tiny forum I had visited once with only a couple of posts. Boy if you could see it now Ankesh

Oh yeah! Wait a minute, You have seen it Ankesh http://www.sowpub.com :->

Excellent work and Yes I will sign up in the top right corner to get updates, as I enjoy QUALITY content which you always deliver.

Thanks

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Comment by Ankesh Kothari

2008-04-04 18:11:30

Hi Duane,

Thank You so much for all your help and your comment

Birthdate of NonToxin.com - 2nd April 2008. But I hope it can become ageless.

Oh & people - do visit SowPub.com that Duane links to above. Its the only forum I visit regularly anymore. Some brilliant and very helpful people lurk over there…

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Comment by Cameron Schaefer

2008-04-04 17:50:24

Ankesh,

I love this! Great work, definitely worth the wait. This is a great example of problem solving and the incredible results that can take place when one takes the time to orient themselves properly to the situation.

-Cameron

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Comment by Ankesh Kothari

2008-04-04 18:13:24

Hi Cameron,

Thanks for your comment and kind words!

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Comment by Rod Newbound

2008-04-04 21:44:40

As you know, Anke, I’ve been attracted to your brilliant approach to the Internet and marketing for about 3 years. It certainly looks like you’ve hit another home run with this site. I love the design.

Your first post approaches a huge business problem and manages to point out a simple (and splendid) solution. As I was reading it, I couldn’t help but think about how this can easily be applied to many sales situations.

Thanks,
Rod

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Comment by Ankesh Kothari

2008-04-10 00:21:09

Hi Rod,

Thanks for your kind words

Coming from you, it means a lot to me!

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Comment by Sean D'Souza

2008-04-13 23:59:05

Good work

Sean

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Comment by Ankesh Kothari

2008-04-16 11:16:34

Hi Sean,

Thanks so much for dropping by and commenting - and being an inspiration for me!!

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Comment by Mike

2008-04-29 22:30:54

Long-ass queues - the reason I no longer go to Starbucks.

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Comment by Ankesh Kothari

2008-05-22 16:39:00

Hehe - thanks Mike. Maybe starbucks should read this post - no?

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Comment by Attila

2008-05-18 01:19:20

Fantastic!
Every time when I’m comming to see the new post I feel like a child before the christmas present! Instant ideas, creative thinking. That’s why I love you

Attila

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Comment by Ankesh Kothari

2008-05-22 16:40:23

Thank You Attila for making my day with your awesome comment!

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Comment by Locjan

2008-06-30 02:49:35

you using “V” method (my guess) ha. it’s resolve my problem a lot cause it shift my mind, haha.

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Comment by Ankesh Kothari

2008-10-03 19:19:33

Thanks Locjan

Its true - I use the V method a lot. It simplifies a lot of things. Hope it helps you too!

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Comment by David Masters

2008-10-03 19:00:48

Ankesh,

I really like how you use stories to make what you’re saying come to life. Where do you find all these stories?

David

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Comment by Ankesh Kothari

2008-10-03 19:26:48

Thanks David for your kind words and for asking how I find stories.

The answer is not something most people like to hear. Because its not instantly applicable.

Like how some people collect stamps, I collect stories. Every time I read or hear a good story, I make a note of it.

And as Maslow says - When the only tool you own is a hammer, every problem begins to resemble a nail… when you spend a lot of time collecting stories, your mind becomes even better at recognizing good stories and connecting them when the occasion calls for. It becomes intuitive.

In short - for me at least - the stories come first. And then the post ideas.

I don’t start on a post idea and then start researching and finding stories.

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