Virtual Waiting Line Management for Retail Stores.
Busy Retailers and consignment shops need Queue Mobile, the Virtual Waiting Line Queue Management System.
A customer survey by Great Clips, a hair salon franchise, discovered retail operators without a queue management system risk losing business. The study revealed customers become dissatisfied when wait times exceed 10 minutes, the number 2 complaint in Great Clips, survey. The survey revealed that 94% of those respondents agreed that a reasonable wait time is less than 10 minutes. Customers become dissatisfied when wait times exceed 10 minutes, the number 2 complaint. The survey revealed that 94% of those respondents agreed that a reasonable wait time is less than 10 minutes.
There is likely a correlation between the number 1 complaint, Rude Staff and the number 2 complaint of Long Wait times. This is where the value proposition of an SMS queue management system compared to traditional queuing systems such as take a ticket system or multiple waiting lines. Virtual Queue Management systems such as Queue Mobile’s Retail Q, may not eliminate the wait time or lower to less than 10 minutes during peak times, however, it creates the perception of not waiting by not restraining the customer to a physical wait. Keeping customers waiting more than 10 minutes may seem a trivial complaint, but it can surely cost retailers. Once a customer makes them wait, 48 percent assume your business is poorly managed, and 52 percent take their business elsewhere.
Why Managing the Waiting Line Experience is Worth the ROI: Today’s society, particularly consumer, expect instant gratification, a bridge too far for e-retailers, which is likely the reason brick and mortar retailers are not extinct, at least not yet. In other words, don’t ignore the wait time complaints, it’s not “a cost of doing a brisk business”, investing in queue management system to satisfy your customer’s during peak times can increase your business b 52% (that’s equal to the percentage that walks away when they see long physical lines). Retail Q by QueueMobile, for example, is much less money and more reliable than increasing labor cost you can’t sustain due to the unpredictability of demand. However, QueueMobile’s analytics can help your staff, by using its reports to find trends in peak times and staffing accordingly.
Fortunately our consumer driven society that expects instant gratification from retail and most other service sectors are willing to go high tech: 87 percent of consumers are willing to use some type of technology if it keeps them from waiting in line at retail stores, and 67 percent would use online check-in or download an app that saved their places in line at a retail business.
I appreciate your post on waiting and how beneficial the Art of Zen is to transcend our suffering through waiting, (waiting in terms of the consumer experience is usually anything more than 8 minutes and we start to lose it).
Is it fair to have such little patience for our retail service sector (who invest heavy in strategies and training to complete on service delivery)?
Furthermore, we think we are Michael Porter and assume (something Dr. Porter doesn’t do) it’s an externality of the service sector, translation, uneducated, low wage, incompetent and careless employees. When in fact it is rarely the root cause. The root cause is demand management, which is the duty of the educated, highly paid retail executives.
Contributing Editor Brandon Munson, FACHE