A great queue management is crucial for avoiding long lines. Have you ever got impatient while waiting in line? You might consider going home, eating, going back to the office and finishing up some work, or simply buying a coffee latte from the nearest café rather than to wait in line.
When the line has gotten too long, waiting might be the most tedious and unpleasant activity to do. But, according to Winter Nie in Waiting: integrating social and psychological perspectives in operations management, it’s not only the waiting time that’s upsetting your customers.
Then, what other factors contribute to the unpleasant feeling of waiting in lines? Here are some details about why waiting in line is irritating and how our queue management system, SMARTQUEUE®, can improve customers’ waiting experience for the better.
Why Do People Hate to Wait in Line?
1. Time-Wasting
Of course, waiting in line can be such a waste of time, which is the reason why nobody enjoys this activity. The time spent by someone to wait for receiving services could be better spent working on something more productive, like finishing a task or assignment.
2. Unfair Queueing
Does queue congestion frequently happen at your premises? This could appear as a long waiting time or the lack of queue management.
It might also occur as a result of the sneaky customers who cut in front of others and claim their turn. Then, without knowing their current position nor how many people were waiting in front of them, the customer got confused as to move from their position, even if it was only to grab a pen or a form, since they didn’t want to miss their turn and start over. This non-systematic queueing system sure got everyone frustrated.
3. The Lack of Entertainment Source and Reassurance
Waiting in line is boring. Being in line is becoming an unpleasant experience when there’s no entertainment source and assurance of when they will receive the essential service.
Your customer needs multimedia content along with queueing status information and interesting shows to avoid boredom and annoyance. In fact, watching multimedia contents while waiting will make it seem faster than to do nothing.
How Do These Customers’ Issues Reflect Your Business?
(Image from Freepik)
Every business owner needs to keep in mind that a queue congestion brought on by poor queue management may result in a negative image about your business. The worst part is, your customers might go to other places, which every company avoids.
But no worries, there’s always answers to every queue management need with SMARTQUEUE® Customer Flow Management Solution, an innovative, comprehensive queueing management solution to create a positive customer experience from the point-of-entry to the point-of-exit.
Here is How Smartqueue® Can Help Improve Customers’ Waiting Experience
1. No More Time Wasted
With SMARTQUEUE®, the queueing process can be done automatically. Upon check-in, the customer will be offered the option of waiting on or off-premises, and is given a queueing number for them to monitor.
The customers can either wait by the waiting room or do other activities while waiting without having to miss their turn and will get SMS notifications when their turn is almost due. This way, you can show how you’re respecting their time and significantly reduce their perceived waiting time.
2. Scrap the Unfair Queuing Systems
Supported with a customer calling module, SMARTQUEUE® allows the staff to call and serve customers through a system. The staff can also easily keep track of information regarding waiting times and queue status. This feature makes queue management more systematic and structured as it prevents some customers from cutting the line.
Also, your company can easily and transparently monitor service quality and staff performance through the KPI report. Real-time monitoring enables every customer to be served according to the SLA determined, preventing queue congestion or snatching lines.
3. No More Boredom and Uncertainties
With SMARTQUEUE®, you can display multimedia content like educational, entertainment, news, and advertising in image or video format. This content acts as a distraction for the customers to get rid of boredom from the long waiting time they may be experiencing.
Developed to be a flexible and adaptive solution, SMARTQUEUE® becomes a queueing management solution that is compatible for use by any business sector like government institutions, banking and financial institutions, hotel, healthcare facility, retail, educational institutions, recreation site, and many more.
For more information related to SMARTQUEUE®, please visit our website or reach out to us by phone through Hotline 1500913 or by email to info@murni.co.id.
