I recently had to visit VicRoads to change over the registration on my car. I feared a long wait, having to come back as the form was incorrect or was filled out with blue pen instead of black. I was expecting to write off hours.
But instead I was met at the ticket machine for the queuing system by a man who greeted me warmly, asked what I was there to do and checked over my paperwork before I sat down declaring all in order. I had a 5 minute wait before being called to the desk, paperwork processed, credit card accessed and I was on my way. It was a thoroughly pleasant customer service experience.
I can only aspire to create the same feelings in those who deal with Boxes to Go.