Keeping Customers Happy — Even When There Are Lines
All of us can probably agree: lines tend to make us grumpy! And, lines are everywhere: retail stores, schools, airports, restaurants, government agencies.
There are solutions to better expedite customers through lines
Businesses take lines seriously. They have to. No one wants grumpy customers annoyed about wait times and abandoning their purchase, because of a line.
Automated line management systems are available to make the wait process more efficient.
Typically, a well-designed system will 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 might not register as a significant improvement for the average consumer. It’s still a wait, in other words.
Queuing Management Has Transitioned from Purely Mathematical
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.
As a result, line management considers perceived wait time — the psychological component of line management — as just as important as time in line.
There can be up to a 40% decrease in perceived wait time with a good automated line system keeping customers informed 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!