I was recently on a trip to visit a manufacturing facility for one of our clients. My connecting flight didn’t arrive on time, which delayed my arrival and put me on a tight schedule.

When I got to the rental car agency, I saw more than 20 people waiting in line, and my heart sunk. “Should I call them now and let them know that I can’t make it on time?” I wondered.

But as soon as that thought was over, the line moved up a space. Two minutes later, up another space. I could see the envy in my neighbors’ eyes as I flew past the other lines.

What was going on?

Efficiency, party of one

My next thought was, “This must be the most efficient rental car agent in the history of airports!”

When it came to my turn, the process was smooth. The agent was confident in her work and performed it with speed and agility. Five minutes later the keys to my sedan were in my hand, and I was on track to meet our client—right on time.

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