Two Steps to Practical Queue Management

Did you know that customers’ perception of your business can be determined by a good or bad queuing experience? A long and disorganized queue brings inefficiency and revenue loss by damaging your brand reputation and trust amongst customers. Can this loss be avoided by introducing a more streamlined and efficient waiting line to boost customer satisfaction and reduce walk-away?

Read more to find out the two top tips for practical queuing.

1. Get started with single line, multi-server queuing

The anxiety level of customers can be relieved by using a single line, multi-server queue strategy. This approach is always a better option as it limits customer stress and frustration that may be caused by waiting in a multiple, competing parallel service lines. The multiple-line layout can lead to queue rage as customers feel like other queues are moving quicker than the queue they have chosen. The single line queue facilitates a calmer queuing environment as it serves the customers in the order they arrive.

A single line, multi-server queue is the simplest possible way to have customers wait. It is the fairest and quickest queuing solution and improves customer satisfaction.

2. Strategize an impressive queuing space

A well-constructed queue includes a physical pathway that is easy to find and easy to navigate. Usually, a straight line queue is preferred as it enhances customer flow, but depending on your queuing needs and the number of customers served, other layouts may need to be used to ensure floor space is optimized. The public needs clearly visible and readable signage to guide them through queues to the service point and eliminate confusions about where the queue begins.

When planning your queue management strategy, keep in mind the nature of your customers and your business. Designing queues for different companies will require different strategies, depending on floor space and the industry sector. Queues for shopping malls, grocery shops and retail chains may occupy large space as customers in queues may be pushing big shopping carts or carrying bags with them. The key concern for your queue management strategy is how to process customers in the quickest and most efficient manner. Allowing customers to move quickly and freely through your queues will help improve the perception of your business, which helps build customer loyalty and improve revenue.

To find out more about the best queue management strategy for your business, please contact us.