wait times

queue management infographic

Queue Management Essentials for Retailers [Infographic]

People hate waiting in line! And long lines aren’t just bad for your customers, they are bad for employee morale too.

It is essential that retailers have a queue management plan that will help them balance queue length and queue wait times with other factors like staffing costs and impulse purchases made while waiting. Queue management is both an art and a science. Check out our infographic below that highlights the most important factors to consider.

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Top 3 Risks of Failing to Invest in Queue Management

In your store, it’s your customer against the line. When your buyer walks in, the first thing she notices is how long she’s going to have to wait for a fitting room or to check out. If you’re plagued with long queues, you’re losing sales.

The sales are not a temporary sales loss either. Long queues have a long-term impact.

Letting lengthy queues perpetuate in your stores can do serious damage to your brand.

  • Your customers will continually think of your store as providing poor customer service;
  • Your associates will feel stressed, causing them to act more rushed and provide a poorer level of customer service;
  • You will have a higher abandonment or walk off rate;
  • Your brand perception in the market will take a blow;
  • You’ll have fewer loyal customers;
  • Your word-of-mouth marketing will suffer.

When you ignore your long queues and hope they’ll disappear on their own (they won’t) you face 3 major queue management risks.

Read More »Top 3 Risks of Failing to Invest in Queue Management

Retailers: Learn From the Houston Airport How to Lower Wait Times

You’ve likely heard the phrase, “perception is reality.” When it comes to wait times, no truer words have ever been spoken. One organization that knows this is the Houston International Airport. For years, the airport received complaints from travelers about the long wait times. After their flight, they hated having to stand around waiting for their luggage. The airport hired more personnel and improved their wait times, but the complaints kept coming in. No matter what the airport did, travelers hated waiting for their luggage to arrive after a long travel day. Over 85% of their time in the airport was spent at the carousels waiting for their luggage to arrive. Read More »Retailers: Learn From the Houston Airport How to Lower Wait Times