Queues are not exclusive to one particular industry, in fact, queues are often expected in many scenarios. As a society, we instinctively line up and wait our turn. Problems arise when queues become longer than anticipated and drive potential customers to leave. Having good queue management systems in place can not only improve customer satisfaction levels but also reduce wait times. Here are our top tips to help solve queuing problems.
1). Assess your current queue management tactics
How do you currently handle a long line of customers?
Think about what works well and what doesn’t. At Tensator, we understand that no two businesses’ queuing problems are the same. We work on a consultative basis to help you achieve the best possible queuing solution.
2). Design your environment to be able to accommodate queues
Studies have shown that one of the most common issues found in lines is ‘queue anxiety’. A well-designed queuing area can help organise waiting lines, remove the possibility of ‘queue jumpers’ and generally ease customer flow management.
Products such as Tensabarrier®, the original retractable queuing barrier, are a great way to organise queues. The addition of Tensabarrier® in a waiting area is proven to increase queue flow, aid customer guidance and create a clear queuing system. Our Tensabarrier® system is fully portable and can be removed at off-peak times when queues have died down. From an accessibility perspective, the new Tensabarrier® universal base does not restrict wheelchair users or those with pushchairs.
3). Use technology to digitalise your queue and bring your customer service into the 21st century
A prime example of digitalised queues is our eQ™ Auto Call Forward technology. A major American grocery store retailer is using this solution in its traditional and self-checkout areas to automatically call shoppers forward to the next register when a space has become free. Automating the queuing process creates more labour efficient customer lines, decreases the overall amount of walkaways as well as ultimately reducing queue times.
4). Let customers know how long the wait is
Frequently, the uncertainty of how long it will take to wait is often the cause of queue anxiety. Our Virtual Queuing solutions can provide those in the queue with up-to date estimated waiting times that can help smooth the queuing experience.
5). Occupy customers in the queue
Boredom in the queue can often lead to longer perceived waiting times. Queue solutions such as In-Queue Merchandising and InQ-tv, can provide a distraction to people in the queue and help them continue shopping while waiting, easing up frustrations, as well as boosting impulse sales by up to 400%.
Further solutions to solve queuing problems
How you decide to solve queuing problems differentiates you from your competitors. For further information about managing queues and the solutions that we provide, why not get in touch with a queue management expert.