The “Drama” of Waiting in Line

September 09, 2014Perry Kuklin

Waiting in line is part of our everyday lives. So much so that it was featured in a play, “The Queue” by Lucky Plush Productions.

I think the flight is running late

The production captures an individual’s potential to face trials, rivalries, and even form relationships while waiting in line at an airport security checkpoint. While the play itself may have taken the reality of an airport queue to the extreme, there is truth in what a waiting line can bring to your life ranging from frustrations to friendships. Life does indeed happen while you are waiting in line. Your feelings are real. Your emotions are real. And they can affect your demeanor for the rest of the day while solidifying your decision to come, or not come, back to this specific queuing location. Since your customers’ lives do not pause simply because they have to wait in your queue, try focusing on providing an uplifting experience that not only puts them in a good mood, but escalates your chances of increasing impulse sales, gaining repeat customers, and receiving glowing recommendations. Create a better queuing experience with these tips:

  • Respect your customers’ time and feelings. Let them know it through courtesy and a well-planned queuing system.
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  • Provide a clearly marked waiting line entrance followed by an easy to navigate queue. Don’t lose people before they even make it to the register.
  • Keep your customer “in the know” by providing estimated wait times and explanations for longer-than-average waits. Unexplained waits feel longer than explained waits.
  • Provide entertainment in the queue through the likes of digital signage and in-line merchandising. When people are occupied, the wait seems to go by faster.
  • Remember, queuing is about more than the actual time spent waiting. A customer’s perception of the waiting line is driven by their feelings and beliefs about how their time was respected, the fairness of the wait, and the perceived efficiency of the queuing process.

Are your customers happily waiting? Download our complimentary guide, “10 Tips for Exceptional Waiting Lines,” to discover our top tips for a more enjoyable, productive, and all-around exceptional waiting line.

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