Queue management, part of customer flow manage
We are experts in customer guidance, including Queue Management, In-Queue Merchandising and Electronic Guidance such as Call Forward systems.
We offer a comprehensive range of systems and ancillary equipment to help drive customer throughput, increase flow efficiencies, and maximize impulse sales opportunities.
Optimizing queue management process
When done correctly, you can move your customers more quickly and efficiently and leave them with a positive memory of dealing with you. A small sample of what we consider to optimise your queuing process is:
- Customer wayfinding from entrance to exit
- Optimum size of queue
- Optimum style of queue system
- Size of peak and off peak footfalls
- Prioritisation of impulse SKUs within the queue
- Length of wait time versus service time
- Style of payment
- Operational efficiency
We can provide you with simple advice on the equipment and configuration that best serves your profitability and your customers experience.
Principles of Queue Management
Ensure that your queues are perceived to be fair:
Where there is no visible order to the waiting line their will be a high level of anxiety demonstrated, with customers concerned about preserving their priority and the danger of queue jumpers. Our queue systems assures customers of fair treatment, reassuring them that they will be served in the order in which they arrived.
Removing their concern over queue jumpers allows them to relax and makes the waiting experience more pleasant.
Provide in-queue entertainment or activity:
Depending upon how `busy’ they are, everyone’s perception of time varies. Standing in a queue with nothing to see or do can make the wait seem much longer.
Providing an interest (eg news/weather information) or activity (ideally offering a benefit and/or be related to the ensuing service) can make a wait seem shorter.
Merchandising products in the queue has a double benefit in terms of both occupying customers and providing additional revenue opportunities.
By attracting the consumer’s attention relevant brochures, advertising messages on sign holders or even on printed webbing improves consumer’s queuing experience by making the wait seem shorter.
Explain reasons for wait:
People in a queue who do not understand why they have to wait often feel powerless and resentful, which can result in rudeness to staff in an attempt to reclaim their status
as paying customers. They are more likely to be patient when they understand the causes for the delay.
Ideally give customers an idea of waiting time:
Apart from fairness, one of the greatest sources of anxiety in waiting is how long the wait will be? Uncertain waits are perceived to be longer than known, finite waits, with
customers finding it hard to settle and relax and constantly wondering how much longer the will have to wait.
The more valuable the product/service the longer the customer is prepared to wait:
Unsurprisingly, the tolerance for waiting depends upon the perceived value of the end product or service.