When you are looking for new ideas or inspiration for your business, sometimes it is best to look beyond your own industry. That is why today, we are going to look at one of the largest tech companies in the world, Google, and one of the largest online retailers, Zappos, to see what they can teach us about queuing.
“Keep people happy and healthy over the long haul.”1
Both Google and Zappos place customer satisfaction and employee retention at the top of their list. They know that happy employees and happy customers make for good business.
We’ve seen from years of research, studies, and our own experiences that people do not like to wait. If a customer is kept waiting more than they personally think is reasonable, it creates a negative experience. Having a well-functioning queue is integral to this experience. Displaying wait times, using in-queue entertainment, or adding in-queue merchandising are all ways that you can reduce the perceived wait time if your service agents are already fully utilized. Keeping customers happy will prolong customer retention, encourage repeat business, and prompt positive recommendations of your business.
“Transparency: Leaders are present on a weekly basis to employees, receiving questions and asking them in turn.”2
At Google, founders Larry and Sergey make themselves available on a weekly basis to update employees on projects and to ask and receive questions. This act of leadership having face-to-face time with employees shows that they care about their employees and their opinions.Continue Reading