Who’s Serving Whom?

Recently, some parents were overheard talking about registering their children for elementary school.  They were made to stand in a single line for well over an hour to hand over a check for textbooks.  The reason?  Although there were plenty of other people available to help, only one person was authorized to physically handle checks.  And since online payment wasn’t possible, there was no alternative but to stand in line.  What inconveniences are you forcing customers to endure because of the systems you have in place?  If you asked customers, would they tell you about ways you could improve in this critical area?  And how long before a competitor finds a way to work around the system and make life easier for customers – including yours?