Have you ever waited in a queue as a customer where the wait was agonizingly long and on top of that, poorly managed? If yes, then you know just how exasperating it can be. It is almost like watching a movie in slow motion in a situation where you do not have the remote to the TV and are helpless to do anything but endure it.
In this age, where the pace of activities has become such that standing somewhere doing nothing seems absurd and annoying, it is necessary to engage the customers so that their waiting time seems less to them and they do not leave with a sordid experience. What if your customer did not have to stand in a queue in the first place? Instead of the queue feeling like a trap, it should be made an experience for the customer which would leave a positive impact as well.
Nowadays, Queue Management Systems are available where customers can get their ticket from the kiosk at the entrance and instead of standing in a line and waiting for their turn, they can be exposed to products available or new promotional campaigns through digital signage. Digital signage will also help the customers in keeping a track of the number of customers left before their turn. This will also save them from the hassle of going and back forth to the counter to ask which ticket number is in progress and will help them queue up when their turn is about to come or just go to the counter when their number flashes on screen.
Queuing system also enhances the flow of the customers as it ensures that they are directed to the right counter instead of them going to a wrong one and then being directed to the right one.
Therefore, instead of customers thinking that queuing is a pain, the experience should be made such that they are able to spend time in a manner that it does not seem like a long wait and is engaging at the same time.