Strategies to Manage Extra Long Waiting Lines

airport queue

A long line at the grocery store is one thing, but a long line at an airport or an amusement park is a whole other monster. Businesses or organizations tasked with moving hundreds or even thousands of people through a queue efficiently, safely, and enjoyably are familiar with the many challenges. Here are a few of our top strategies for dealing with extra-long lines:

1. Keep expectations in check.

When people know how long they’ll be expected to wait, they’re more likely to tolerate the wait. Presenting people with an estimated wait time at the start of the queue sets the stage for a far more patient customer encounter.

2. Make the line look inviting.

A long, unorganized line is easy to walk away from and can feel far more stressful to the people standing in it. Use sturdy queue management products to create a clear entrance and easy-to-follow pathway from the beginning to the end of the queue.Continue Reading

Intelligent Queue Management: The Case for Caring [Infographic]

queue analytics technology

There are many reasons to care about queue management. Your queue (or waiting line) is often the first and last interaction a customer will have with your business for a given transaction. The efficiency and organization of your queue sends a signal to customers about how much you value their patronage and it impacts the quality of their time spent waiting.

It has been reported that businesses in the United States lose an estimated $83 billion in sales every year due to poor customer experiences. On the other hand, companies with a high customer service rating are 12 times more profitable than their competitors, according to PIMS Strategic Planning Institute.

It really does pay to care about your queue.

Our latest infographic looks at how you can improve with intelligent queue management and queue analytics technology. Intelligent queue management gives your queue what it needs by monitoring key performance indicators and ensuring you are “in the know” when it comes to the flow of your waiting lines.

Learn more by exploring the full infographic here:Continue Reading

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Retail Queuing Basics: 3 Simple Steps to Get Started

Are you new to queuing and not quite sure where to start? Or perhaps you are considering adding a more formal and structured queuing system to your current retail location.

Get started with these 3 simple steps to cover the important retail queuing basics:

1. Review the status quo

The first step to implementing or updating your queue is to observe your customers’ current traffic patterns. It is important to watch for any customer confusion or frustration. Is there a clear “first come, first served” rule to your queue? If not, do your customers understand why some people are being served seemingly out of order?  If you don’t have a formal queue, take note of how customers assemble around the service area. Is there a method to the madness that you could take into your queuing strategy? Oftentimes, noting where service lines form naturally is a great way to make a smooth transition into a formal queuing system. Determine which direction customers most often approach the service agents and also keep in mind high and low traffic volumes, as all of these data points are important in determining your queue design.Continue Reading