I was looking for information on a blog post I am writing and found this…. you have maybe seen it before but it bears repeating. In your service environment, are you making sure to capture your customers in a way that draws them in, instead of having them pass you by?

Vision

THE SITUATION
In Washington DC, at a Metro Station, on a cold January morning in 2007, this man with a violin played six Bach pieces for about 45 minutes. During that time, approximately 2,000 people went through the station, most of them on their way to work. After about 3 minutes, a middle-aged man noticed that there was a musician playing. He slowed his pace and stopped for a few seconds, and then he hurried on to meet his schedule.
About 4 minutes later:

The violinist received his first dollar. A woman threw money in the hat and, without stopping, continued to walk.

At 6 minutes:
A young man leaned against the wall to listen to him, then looked at his watch and started to walk again.

At 10 minutes:
A 3-year old boy stopped, but his mother tugged him along hurriedly. The kid stopped to look at the violinist…

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