Keeping Customers Happy Even When There Are Lines!
All of us can probably agree: lines can make one grumpy! And, lines are everywhere: schools, airports, restaurants, retail stores, government agencies.
Businesses take lines seriously. They have to: no one wants grumpy customers annoyed about waiting times and abandoning the purchase, entirely, because of a line.
|Waiting isn’t as bad — there’s Friday’s Brews & Bites!|
That’s where queuing management comes into play — and it isn’t just about shortening the line. Queue theory, a 100-year old field of study, has transitioned from the purely mathematical to more of a psychological analysis of lines and their impact.
Automated line management systems are available to make the wait process more efficient. Typically, an effective system can provide a 15-35% improvement from end-to-end. Everyone likes the idea of less time in line but … reducing a 3 1/2 minute wait by 25 seconds doesn’t always register as a significant improvement to the average consumer. It’s still a wait.
Just as important — if not more so — is perceived wait time — the psychological component of line management.
There can be up to a 40% decrease in perceived wait time with a good automated line system keeping customers up-to-date about what to expect and both occupied and distracted by marketing and informational messaging. It’s play-off season; who wouldn’t mind waiting when they knew they’d see the latest game score? Or, learning about Friday night’s free wine tasting!
What’s your business doing to keep your lines moving — and your customers happy? Take a look at CPS’ QuikLine automated line management solution!