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