I just had the pleasure of flying out of Shanghai International airport. One of the most impressive thongs I saw was a change over of the immigration officers. In good chinese order the new shift came on to replace the old en masse.
Now standing in the queue the sight of the new officers marching in was somewhat disheartening. However during the whole change over process the rate of checking passengers wasn't even slowed or hindered.
The new officer walked up and as soon as the current passenger was processed the new officer sat down and logged in while the officer being replaced stood and processed the next passenger manually.
Two minutes and all of the officers were replaced and not even a breath of delay for the passengers.
There is a lesson in this. They need to protect the interests of the country which include the perception of the efficiency of the airport staff. By taking tbe effort of a little inconvenience to themselves by processing a passenger standing up they went the extra mile to ensure satisfaction for the client.
So when next you are tackling a task make sure you understand the entirety of the objective and work towards it. Don't get so focused on one aspect (protect the country) so as to forget the bigger picture (market the country) as so many other country's customs officials do.
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