The Line Tamers
Lauren Smiley

Good observations. A few years back in a rental car place in SF, I was queued up and the line filled behind me. A guy with preferred status stepped into that empty status lane and some behind me got pissed and shouting.

I felt for the guy. Getting status means you travel a lot, are away from family and friends. Business travel sucks. But being loyal to a customer means you can reap rewards like getting faster service.

The problem that day wasn’t one guy with status jumping ahead. He was just a catalyst. The problem was an understaffed counter with a long line of people who arrived late or just in time expecting to be the only ones.

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