Are you new to queuing and not quite sure where to start? Or perhaps you are considering adding a more formal and structured queuing system to your current retail location.
Get started with these 3 simple steps to cover the important retail queuing basics:
1. Review the status quo
The first step to implementing or updating your queue is to observe your customers’ current traffic patterns. It is important to watch for any customer confusion or frustration. Is there a clear “first come, first served” rule to your queue? If not, do your customers understand why some people are being served seemingly out of order? If you don’t have a formal queue, take note of how customers assemble around the service area. Is there a method to the madness that you could take into your queuing strategy? Oftentimes, noting where service lines form naturally is a great way to make a smooth transition into a formal queuing system. Determine which direction customers most often approach the service agents and also keep in mind high and low traffic volumes, as all of these data points are important in determining your queue design.Continue Reading