Your waiting line, or queue, is a key factor in determining whether your customers have a comfortable or a frustrating experience with your business. Are you losing customers due to a waiting line that is simply too long, unorganized, or inefficient? Would a more expedient queue make your customers happier and more likely to return? Let’s explore how you can immediately build a more expedient queue in 3 steps.
1. Start with a single line
A single line, multi-server approach to queuing can immediately calm the stress of customers entering the queue. Why? Because it is the most fair waiting line strategy. Multi-line service builds anxiety as customers feel like the people waiting in the line next to them are receiving faster service – whether or not they actually are. The single-line queue eliminates this worry because there is no questioning who showed up first and who got served first. Each guest receives service on a fair, first-come, first-served basis. As for the expediency of a single line queue, it’s simply a faster way to queue. That’s because no single customer, or entire waiting line, gets held up by a single slow transaction. This one simple move can set you on a path to creating a waiting line that is fair, fast, and comfortable.
2. Design an inviting and efficient queuing path
A well-constructed queue includes a physical path that is easy to find and easy to navigate. Straight lines are always the most simple to follow, but given your unique location and number of customers you may need to transition to a serpentine configuration. When doing this, reduce the intimidation factor with clear easy-to-read signs that welcome customers and direct them easily through the queue and to the point of service. Next, build your queuing path with your unique customers in mind. Are you designing a retail queue where large shopping carts need to navigate through the lanes? Are you a child or pet-friendly facility where a four-year-old will be hanging on to mom’s leg while Fido wags his tail around? These factors take up space in the queuing lane, and space is the key to comfort. Make sure customers can easily move themselves and all of their belongings through the queue, including around corners and in front of merchandising displays. Who wants to be the customer worried about knocking over your product display? Additionally, worried customers are less likely to browse your products on display much less purchase them.
3. Build in shortcuts
The number of customers in the queue typically ebb and flow with the day, time, and season. Does the length and configuration of your queue do the same? Be prepared by strategically placing shortcuts throughout your queue structure. One main piece of equipment is used for this: stanchions with retractable belts. Stanchions are simply posts that are used to create your queue. They come in a wide variety of styles, colors, finishes, and heights that compliment your business profile while fitting your queuing needs. The addition of a retractable belt is what creates the flexibility in your queue by allowing you to lengthen or shorten the waiting line instantly. You may be asking, why would I take the time to shorten the queue? If you only have a few waiting customers, or none at all, requiring your approaching guest to weave through a long line is not practical. It can be slightly frustrating for the customer and you are wasting precious time getting your customer to the point of service. Hence the need for a queue that will expand and contract with your customer flow. Don’t wait to build your expedient queue. Make the simple changes today. Your customers will thank you and you will immediately see the difference in satisfaction.
