Yes, I Mind Waiting - 10 ways to reduce lineup stress for staff and customers
Yes, I Mind Waiting - 10 ways to reduce lineup stress for staff and customers
a) look at you watch and shake your head
b) sigh, huff, and roll your eyes
c) complain to others in the line
d) say to the person at the till, “We’re in a hurry here!”
e) all of the above
If you answered positively to any of these options, then you’re like most of us who definitely do mind waiting. Lineups are frustrating. They are barriers that prevent customers from fulfilling necessary and often tedious tasks. That means that if you don’t manage your lineups properly, you’ll lose business due to customer frustration. Not to mention your staff will be stressed-out. That’s a lose/lose scenario.
Most managers think the best way to manage a lineup is to get the staff to work faster. Often, this only creates worse problems. Consider the impact on your staff of trying to work at full speed. It’s impossible to go flat-out without eventual burn-out. Morale drops. Turnover increases. Tired employees make more mistakes; which take even more time to fix.
Ditto for the negative impact of working faster on your customers. Only a fool would want tired, aggravated employees interacting with customers. Working faster to get through a line-up cuts short the human interaction that creates customer feelings of loyalty.
In the long term, working faster doesn’t work. Instead, we need ways to reduce the stress of lineups for both customers and staff - without working faster. Here are ten:
1. Warn the customer in advance
Ever been frustrated by the long waiting-room lineup to see a doctor? (I, know- stupid question). Though delays can happen for legitimate medical reasons, some doctor’s offices reduce patient frustration by phoning in advance and warning them of the delay.
If your customer calls and says that they plan to come in, suggest the best times for them to drop-in to avoid waiting.
2. Schedule time for preparatory tasks
If you know the customer will have some “preliminaries” when they arrive - such as filling out forms, suggest that they arrive early to complete them before the scheduled appointment or event.
3. Acknowledge people entering the line
Too often, the first time the employee acknowledges the customer is when they get to the front of the line. That means a person who wants to spend money is being deliberately ignored. Lousy strategy. Instead, acknowledge customers with a “Hi there!” or “I’ll be with you in just a few minutes!” as they enter the lineup.
4. Organize the line
Often, people don’t mind waiting if they can avoid standing in line and yet still keep their place. Some restaurants and medical offices give customers pagers so they can go shopping while they wait. They’re paged just before it’s their turn.
5. Distract and entertain the customer
A sociology experiment found that the best way to speed-up a slow elevator was not to add a faster motor. Instead, they added mirrors to the inside of the elevator. People got so caught-up in looking at themselves they thought the ride was twice as fast. Lesson: you can reduce the perceived length of the lineup with a distraction. Examples:
- Restaurants could offer reading material to people who are dining alone
- Disney theme parks provide video updates about the ride you waiting for
- any unusual conversation piece will take your customer on a mental holiday. A Orlando hotel distracts guests waiting to register by herding live ducks to the fountain in the lobby.
6. Provide comfort
Provide seating, food and drink. On busy Saturdays, a Calgary car wash brings you free pop and hot dogs while you wait in your vehicle.
7. Amuse the kids
Prevent frazzled nerves for everyone by providing a play area for toddlers. Parents will love you for it.
8. Update the customer of progress
Even if you’re not completely ready for the customer, you can still let them know you’re working on their behalf. A travel agent, for example, can phone the client to inform them that they’ve booked the flights, and are working on the hotel.
9. Explain unusual delays
If it’s an unusually long delay, apologize to the customer, explain the delay and thank them for waiting. When a pharmacist explained to me that his assistant had quit that day, so he was short staffed, I didn’t mind the wait. If he hadn’t pointed that out, I wouldn’t have returned.
10. Increase staff at no extra cost
If your lineups are sporadic you can increase capacity on the spot without spending extra money. Carol Chuback, manager of a Greyhound Courier Depot, installed a doorbell under the cashier’s counter. When the teller notices more than 2 people is line, he discretely rings the doorbell signaling to a co-worker in the back to come to assist at the front counter.
Bottom line - no one likes lineups. But that’s no reason to ask staff to burn themselves out. By getting creative you’ll boost your repeat business, and you’ll make the buying experience more pleasant for everyone. That’s what I call win/win.
Yes I Mind Waiting 10 ways to reduce lineup stress for staff and customers - To learn more about this author, visit Jeff Mowatt's Website.
Like this article? Share it with your friends
How do you let a cashier know that you’re in a hurry when you’re waiting in line?
a) look at you watch and shake your head
b) sigh, huff, and roll your eyes
c) complain to others in the line
d) say to the person at the till, “We’re in a hurry here!”
e) all of the above
If you answered positively to any of these options, then you’re like most of us who definitely do mind waiting. Lineups are frustrating. They are barriers that prevent customers from fulfilling necessary and often tedious tasks. That means that if you don’t manage your lineups properly, you’ll lose business due to customer frustration. Not to mention your staff will be stressed-out. That’s a lose/lose scenario.
Most managers think the best way to manage a lineup is to get the staff to work faster. Often, this only creates worse problems. Consider the impact on your staff of trying to work at full speed. It’s impossible to go flat-out without eventual burn-out. Morale drops. Turnover increases. Tired employees make more mistakes; which take even more time to fix.
Ditto for the negative impact of working faster on your customers. Only a fool would want tired, aggravated employees interacting with customers. Working faster to get through a line-up cuts short the human interaction that creates customer feelings of loyalty.
In the long term, working faster doesn’t work. Instead, we need ways to reduce the stress of lineups for both customers and staff - without working faster. Here are ten:
1. Warn the customer in advance
Ever been frustrated by the long waiting-room lineup to see a doctor? (I, know- stupid question). Though delays can happen for legitimate medical reasons, some doctor’s offices reduce patient frustration by phoning in advance and warning them of the delay.
If your customer calls and says that they plan to come in, suggest the best times for them to drop-in to avoid waiting.
2. Schedule time for preparatory tasks
If you know the customer will have some “preliminaries” when they arrive - such as filling out forms, suggest that they arrive early to complete them before the scheduled appointment or event.
3. Acknowledge people entering the line
Too often, the first time the employee acknowledges the customer is when they get to the front of the line. That means a person who wants to spend money is being deliberately ignored. Lousy strategy. Instead, acknowledge customers with a “Hi there!” or “I’ll be with you in just a few minutes!” as they enter the lineup.
4. Organize the line
Often, people don’t mind waiting if they can avoid standing in line and yet still keep their place. Some restaurants and medical offices give customers pagers so they can go shopping while they wait. They’re paged just before it’s their turn.
5. Distract and entertain the customer
A sociology experiment found that the best way to speed-up a slow elevator was not to add a faster motor. Instead, they added mirrors to the inside of the elevator. People got so caught-up in looking at themselves they thought the ride was twice as fast. Lesson: you can reduce the perceived length of the lineup with a distraction. Examples:
- Restaurants could offer reading material to people who are dining alone
- Disney theme parks provide video updates about the ride you waiting for
- any unusual conversation piece will take your customer on a mental holiday. A Orlando hotel distracts guests waiting to register by herding live ducks to the fountain in the lobby.
6. Provide comfort
Provide seating, food and drink. On busy Saturdays, a Calgary car wash brings you free pop and hot dogs while you wait in your vehicle.
7. Amuse the kids
Prevent frazzled nerves for everyone by providing a play area for toddlers. Parents will love you for it.
8. Update the customer of progress
Even if you’re not completely ready for the customer, you can still let them know you’re working on their behalf. A travel agent, for example, can phone the client to inform them that they’ve booked the flights, and are working on the hotel.
9. Explain unusual delays
If it’s an unusually long delay, apologize to the customer, explain the delay and thank them for waiting. When a pharmacist explained to me that his assistant had quit that day, so he was short staffed, I didn’t mind the wait. If he hadn’t pointed that out, I wouldn’t have returned.
10. Increase staff at no extra cost
If your lineups are sporadic you can increase capacity on the spot without spending extra money. Carol Chuback, manager of a Greyhound Courier Depot, installed a doorbell under the cashier’s counter. When the teller notices more than 2 people is line, he discretely rings the doorbell signaling to a co-worker in the back to come to assist at the front counter.
Bottom line - no one likes lineups. But that’s no reason to ask staff to burn themselves out. By getting creative you’ll boost your repeat business, and you’ll make the buying experience more pleasant for everyone. That’s what I call win/win.
Yes I Mind Waiting 10 ways to reduce lineup stress for staff and customers - To learn more about this author, visit Jeff Mowatt's Website.
Like this article? Share it with your friends
 | |
 |
No article feedback found. |
| |
Leave Your Feedback |
 | |
| |||
Joe DagerJoe Dager is President of Business901, a progressive coaching company providing no-nonsense direction in areas such as Lean Six Sigma Marketing and organized referral marketing. What others say: In the past 20 years, Joe and I have collaborated on many difficult issues. Joe’s ability to combine his expertise with “out of the box” thinking is unsurpassed. He has always delivered quickly, cost effectively and with ingenuity. A brilliant mind that is always a pleasure to work with.” - James R. If you want to learn more about Business901, start a conversation with us. We can be found @ Web/Blog: Business901.com Web/Blog: FundingYourNonprofit.com LinkedIn Profile Follow me on Twitter - Visit Joe Dager's Website |
|||
David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
|||
Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
|||
Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
|||
|
To learn more about the Evan Elite Author Program please contact us. | |||
 | |
|  |
Subscribe to Jeff's articles
 | |
|
|  |
 | |
|
| |
 | |||||||
|
 | ||
|
||
 |
||
 |
||
|
| ||
 |
| Have you written articles that would be of value to entrepreneurs? Become an expert on our site by publishing them! Expose yourself to a wide audience, drive more traffic to your website and get more sales! Click Here for details. |
|
|
 |
| Modeling the Masters: Learn the true secrets behind Walt Disney's business success factors & grow your company! Video produced by Phanta Media |
|
|
 |
"Learn straight from Evan how you can Make a Full Time Income (And More) from a Website"
Click Here To Learn More |
|
|
|
|
Get advice & tips from famous business owners, new articles by entrepreneur experts, my latest website updates, & special sneak peaks at what's to come!
|
|
|
 Balance chart Residual Income Free SEO Report 3 Deadly Traps 25 Facebook & Twitter Tips |
|
 | ||
 |
Email The Reporters
Press Release Builder | |
 |
Top 50 SEO Posts - 2007
Top SEO Posts of the Year | |
| ||
 | ||||
| ||||
|
| ||||
| ||||
|
|
|
|
|
|||||||||
|
Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
|
|
|
