There is great power taking something mundane and making it entertaining. I was reminded of the truth in this as I got ready to go
through security at the Las Vegas airport. How boring is it to hear someone saying over and over again, “Take your laptop completely out of the bag and place it in the container on the conveyor belt”?
In Las Vegas they have a video featuring many of the entertainers that are regulars on the Strip…Rita Rudner, the Blue Man Group, Wayne Newton and of course, Elvis (among others). The video gives all of the routine instructions about things that security does not consider a joking matter, what you can’t take on the plane, and the fact that you must remove your shoes, belt, metal objects etc. It was all there. But, it was so engaging and so entertaining that people were literally letting other passengers pass them in line just so they could finish the video.
The video created a totally unique security setting. People were relaxed. Some of the employees approached their job with lighthearted humor. It was a pleasant surprise to encounter something creative, funny and engaging when we were expecting that same old stuff. Besides, it was just so genuinely Vegas.
The experience has lingered with me. What ordinary boring process can I take and turn it into something
engaging? Where can I create a pleasant surprise that still reflects the core messaging for my clients?
Southwest Airlines accomplished this when their personnel made the in-flight instructions entertaining. I hope that you will remind me of other instances where a pleasant surprise appeared in the midst of the mundane.
I’m going to be looking for opportunities. And thanks, Las Vegas, for being so genuinely entertaining.
