| Industry |
Good(Queue) Experience |
Poor Experience (No Service Queue) |
| Telecom Call Que |
Provides comfort messages that inform "you your call will be handled shortly" and dispense timely information. You can listen on your speakerphone
and clean your desk while you wait. Service evaluation does not start until a human comes to the phone. |
Incessant ringing. Creates stress in the office and interrupts work flow. Finally, attendant hurriedly answers call and then puts back on hold. "Hello!, please hold!", HELLO, PLEASE HOLD!!" |
| Airline travel |
Planes stacked every 1000’ to land. Air traffic control tells you your plane will be the 3rd to land. Comfort drinks may be served. |
Jammed runways. Diverted to another airport “This is your Captain speaking.” We can’t land in Richmond so we are diverting to Norfolk. Have a nice day”. |
| Grocery shopping |
Martin's deli & bakery counter You are holding ticket 57 and the sign say’s “Now serving 54”. You know where you stand and when you will be served. Comfort comes from taste samples and gazing at a food display case. |
Food Lion or Walmart. It’s a fight for service but the price is low. |
| Travel to Beach |
Take 664 or 460. It’s longer but you will always be moving and it’s a nice drive. Comfort comes from moving. |
Go through the tunnel only to get to a dead stop on a 95 degree day. |
| Dr's Waiting Room |
Signup sheet with check-off tells you if things are backing up. Read comfort magazines, phone to use, TV. |
Waiting for ever. Stale magazines. Shuttled to exam room and you wait another 20 minutes. This is like finally making the right 3rd level menu automated attendant choice only to end up in voice mail. |
| Restaurant |
Topeka’s Steak House takes your reservation, states it will be 15 minutes, and a gives you a pager. You can take a walk. Service evaluation does not start until you sit down.
Upon sitting, "comfort" drinks and bread are immediately served. Salad next. Dinner comes just at the right time. This is a great example of keeping your customers moving along. |
Don’t you wish a drive through had an average waiting time counter? How many times have you waited in line for over 10 minutes, Gone inside “Because you get faster service” or know where you stand?
, or pulled out of line after 10 minutes to go elsewhere? |
