10 Answers to Your Questions About Queue Management


We talk to managers every day about the challenges they face across all aspects of the customer journey. Waiting line and queue management presents a unique challenge in that the experience of “waiting” can leave a lasting impression. A well-managed queue leaves customers feeling satisfied while a poorly-managed queue can quickly frustrate an otherwise positive experience.

Here we answer some of the most common questions we receive about queue management to help you create a more positive experience for your customers and better bottom line results for your business:

1. What factors influence my customers’ opinions of my queue/waiting line?

Certainly the length of the queue matters to your customers, but the physical length of the line is just part of the equation. A line may look long, but if it is clearly well-organized and people are moving quickly through it, that reality can trump the initial anxiety of seeing a snaking queue. Likewise, a line that looks short but appears unorganized or slow-moving will turn customers away. When it comes to queues, reality and perception combine to form a complete impression.

2. What can I do to help my customers get past the “pain” of waiting in line?

Not every business offers Texas BBQ or an NYC cronut, which means not every business can afford to make people wait in a long, slow-moving line. When people feel like they’ve been kept waiting for too long, frustration and annoyance sets in. Distraction (in-line merchandising, digital entertainment), communication (lights or call numbers and digital displays to efficiently call the next customer forward), and being attentive to customers’ needs (opening more service stations) can make your queue more tolerable and prolong the onset of frustration.Continue Reading

Lavi Quick Tip: Keeping Brass Posts Looking New

brass stanchion posts

Our brass posts are located in high-traffic areas and they’re starting to look grungy and tarnished. How do we get them to look like new, and stay that way?

Here’s what’s going on

By its nature, brass tarnishes easily and ends up looking a bit weathered, sooner than we’d like. In high-traffic areas, people inevitably touch what’s nearby – and brass posts are often one of the casualties.

The solution

First, the solution is not to use a clear coating that “prevents” the brass from tarnishing. It may look fine at the start, but this option is not really protecting the brass – under heavy traffic and use the coating begins to wear off, making the area look even worse than a tarnished post.

One of the many reasons people choose brass stanchions is because they’re so durable. That’s why amusement parks and areas with major crowds often employ this crowd control solution. You don’t have to give it up. When dealing with high-traffic public guidance areas that require a brass-look solution, we utilize a process that mimics brass – it looks like brass and acts like brass – except for the tarnishing. And the results are proven.

We field tested this product in one of the most high-traffic, high-touch environments you can imagine (we can’t name names here but call us for details) and after three months, the brass-like stanchions still look brand new, even after being touched by thousands of grimy, sticky, sweaty hands.

Have a product question or crowd control query that needs a quick solution? Leave a comment here and we will get back to you with an answer and possibly also address the issue in a future installment of Lavi Quick Tips!

Lavi Quick Tip: Refurbishing Old Stanchions

crowd control queuing

Is it possible to refurbish an old stanchion?

Absolutely! If you’re looking for ways to make your crowd control stanchions last longer or look newer, there are several easy solutions to try – most of which require little more than elbow grease.

Here’s what’s going on: Age and use can take their toll on any crowd control or queue management product, but don’t give up on your posts and stanchions at the first sign of wear. A stanchion that has been sitting out in the field for five to 10 years can loosen or wear down, but that doesn’t mean its days are done.

The solution: The solution to salvaging your stanchions is more than likely a simple one, saving you time, money, and effort while still keeping them looking and working as they should. If your biggest concern is a wobbly stanchion that is no longer able to get the job done, the easiest thing to do is to call on an Allen wrench. (We’re happy to send you one.) Make sure the post-to-base connection is tight and that may solve the issue of sturdiness right there. Our posts are purposely designed with an easy-to-tighten bottom bolt. 

Dealing with a Beltrac® stanchion belt that has lost its tautness or is no longer retracting like it should? Lavi’s affordable replacement mechanism easily slides into place making a worn-out belt work like new again.

Finally, if you’re considering refurbishing old stanchions to get them to blend with new posts or match new décor, don’t underestimate the power of mild cleaners and touchup paints that allow you to spruce up even the shabbiest of stanchions for your business or facility.


Have a product question or crowd control query that needs a quick solution? Leave a comment here and we will get back to you with an answer and possibly also address the issue in a future installment of Lavi Quick Tips!