People don’t like standing in line and if your queues are too long, your customers will walk out. A queue management system is instrumental in keeping the lines moving and ensuring that everyone gets served in good time. Technology aside, there are a few queue designs that you can implement to reduce or prevent customers walking out because of long lines.
Design a Simple Queue
A simple, clean queue can help take away a lot of the frustration of standing in line. Make sure that your queues have a clear starting and end point. Also make sure that the customer knows exactly which line to stand. Signage costs very little and makes a world of difference in making sure everyone is queueing where they should. Simple hardware touches such as rigid queue rails and velvet ropes are sleek and modern and make your premises look orderly and welcoming. The queue design should of course make sense for your type of business.
Let Customers Know How Long They’ll Wait
Finite or known waits cultivate patience while uncertain waits cause the customer to overestimate how long they have waited or how long they’ll wait. Letting the customer know roughly how long he’ll be waiting reduces the stress and uncertainty of standing in line and reduces the chance that he’ll walk away before getting served.
Let Customers Know Why They Are Waiting
Sometimes a long waiting time is unavoidable but that doesn’t mean that you have to lose business over it. It might be that the credit card machine isn’t working, you are short-staffed or there is some unforeseen circumstance. Whatever the case, explain to the customers why they are waiting. This information makes it far more likely that they will wait for their turn because they know the reason for the delay.
Keep Track of Wait Times
One of the basics of good crowd management is knowing how long people are willing to wait before they begin to complain or renege vis-à-vis how long people are actually waiting on your queues. Keeping track of wait times is incredibly easy with queue management systems. At the very least, you need to be aware when people are waiting longer than they should so you can make the necessary changes.
Keep Waiting Customers Busy
Another reason why people don’t like waiting in line is sheer boredom. Having something to do while in the queue can make the wait seem shorter. Ideas to keep people busy while waiting include filling out paperwork ahead of service, in-queue entertainment and in-queue merchandising that they can look at.
Automate Call-Forward Process
Automating the call-forward process allow your staff to focus on serving the clients and reduces the transition between clients. Visual or audio queues once a register or service station opens keep the lines moving which in turn means shorter waiting times.
A queue management system is instrumental in crowd control but it cannot work alone. Implementing efficient and result-oriented ideas into your queue design helps to move things along and ensure that your clients don’t wait in line longer than they should.