When a customer arrives at a facility that includes queues and service – a restaurant, a retail store, the DMV – they may choose to enter a queue, if there is room, or leave the facility. But at any point, that guest or customer could choose to walk out the door if they feel they’ve been made to wait too long. Not entering a queue or abandoning it completely are two of the most common types of reneging.
A poorly managed line can be especially irritating to customers. And you might be surprised at what specifically has people seeing red. Research shows that slow or chatting cashiers irritate nearly 70 percent of customers, while 49 percent of those surveyed are particularly annoyed when there are closed checkout lanes during a busy time. Ignoring these percentages can lead to dire consequences for a business’s bottom line:
Customers who see that the checkout process is being actively managed, however, are more willing to wait. And there is one way that reneging might even be stopped in its tracks.
When it comes to eliminating reneging, companies have a powerful and pervasive tool at their disposal: mobile phones. Just about every customer has a cell phone, and that incredible piece of technology can serve to free a guest from the need to wait in line at all. Using electronic queuing with text alerts lets customers check in and then continue to shop, run errands, or do whatever they need to do while they await a text to let them know it's almost their turn for service. Saving your guests from the torture of a wait in line and giving them the ability to spend their time as they please can keep that guest happy from the start. Imagine the freedom:
The text message “check in” can be used almost anywhere a queue forms – the grocery store deli, the motor vehicle administration, major transportation hubs. Consult a Lavi expert to learn how to implement this simple but effective method of queue management in your business.
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What is an electronic queuing system?
ViewSmart Guidance: Automated Queue Management Technology
ViewElectronic Queuing Media Specs
ViewLavi Electronic Queuing Troubleshooting Guide
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