4 Things Queue Managers Should Do At Least Every 4 Years

Just like we re-assess the effectiveness of our country’s leadership every four years, a healthy queue needs some routine assessment to keep it running its best. Below are some reminders of a few key tasks you should tend to at least every four years.

1.    Look for Trends in Customer Feedback

Keeping customers happy over time translates into brand loyalty and client retention. 86% of customers have stopped doing business with a company due to poor service. But only 4% might speak up about it on their own. How do you know if your customers are happy? The simplest answer is: by asking.

It’s important over time to keep your finger on the pulse of what your customers are saying, wanting and needing. By asking directly in the form of a survey or other kind of feedback mechanism, your customers will directly inform you about the success of your products and services, information you can compare with corporate KPIs to make sure you’re on track to successfully serve and retain your customers.

At least every 4 years it’s important to step back and assess what the data is telling you. Regular, ongoing monitoring of feedback is ideal, however taking a higher level look every few years will give a long-view perspective and help build on what’s working and allow corrective action on anything that’s falling short. If you’re not currently conducting some kind of customer satisfaction survey or customer delight barometer, there’s no time like the present.

Continue Reading

Boo! Top 10 Scariest Queue Management Mistakes

This busy season, make sure you’re not making any of these frightening mis-steps in your queue management system. Any of these mistakes could be enough to scare your customers away.

1. Failing to Keep Customers Occupied While They Wait

Do not expect customers to endure a long wait without any engagement. Field studies show that customers who wait in line without communication or engagement experience longer perceived wait time and are more likely to abandon the line. Digital signage and interesting merchandise can distract and engage customers during their wait, reducing perceived wait time and potentially even generating impulse sales.

2. Merchandising That is Too Much, Too High

Piling it high might sound like a good in-queue merchandising strategy but no customer wants to feel like they’re “stuck in line.” Check your queue for gondolas that are simply too tall for your patrons. The last thing you want is for your customers to feel like they are in a tunnel or worse yet, a trap.

3. Leaving Wait Time to Chance

There’s no need anymore to have long lines linger or for peak times to take managers by surprise.  Today’s queue management technology allows managers to use real-time analytics to monitor when wait times approach unacceptable limits. Set wait time goals and use today’s tech tools to help you meet or even exceed them and keep customers happy too.

Continue Reading

The Sooner the Better: How to Make the Waiting Time Feel Shorter

The actual time an individual spends waiting in line can be accurately measured to the second. But people’s perception of the wait time can be something entirely different.

What feels like two minutes to one person can feel like an eternity to another. That’s why companies who care about the customer experience care about how they can influence perceived wait times just as much as actual wait times.

You have the opportunity to minimize the pain of waiting by making the wait time feel short. There’s what’s real, then there’s what feels real. One key way to make the wait feel shorter is the get customers started sooner. That’s right, but it’s not what you think.

Getting Customers Started Sooner Effectively Ends the Wait

One of the proven ways to reduce perceived wait time is to begin the transaction process before the customer reaches the agent or checkout. So even though they’re not actually being served, they feel they’re being served. The classic example of this is a typical grocery store, where customers begin unloading their carts before it’s their turn to be served.

Continue Reading