One of the fastest and most cost-effective methods for a company to improve operational efficiency and extract more income from current real estate is to have an efficient and well-managed queue. Because of its proven ability to reduce customer walk-always, increase revenues per square foot, stimulate impulse sales, and improve the overall customer experience, queue management – the process of efficiently moving customers in, through, and out of waiting for lines – is quickly becoming an essential element of best practices in many industries.
Virtual Queuing vs. Linear Queuing
Two fundamental queuing concepts are often used in the corporate world. Customers physically queue in lines that are created by stanchions, which are typically retractable belt posts. Linear queues, which follow the “first come, first served” service principle, may have numerous lines, as in grocery shops or single bars, as in most banks and financial institutions. Linear queuing techniques guarantee the quickest possible service by minimizing the time spent waiting for each client to be serviced and are therefore often employed in situations where service procedures are relatively short.
An electronic queuing system may be used to optimize customer flow and increase the efficacy of linear queuing systems. Electronic queuing systems have been shown to improve service efficiency by up to 35%, resulting in shorter average wait times. Furthermore, some systems have strong media capabilities that keep consumers informed and amused, decreasing perceived wait times and improving the overall customer experience.
Virtual Queuing and Other Concepts
Virtual queuing, the second queuing concept, enables consumers to wait for a service without standing in a line. Customers often register for services using a device such as a kiosk or a ticket printer. They may then participate in “active waiting” activities such as browsing or shopping in the surroundings, watching television, or just resting while waiting for their name or ticket number to be called. Virtual queuing is ideal for settings where service durations are longer, such as healthcare, but it is also utilized in hospitality and foodservice.
Queuing Strategies
When it comes to queuing strategies, signage and way finding are often neglected, yet they may significantly affect total consumer flow. It is essential to identify queue entries to ensure a constant and correct flow of consumers.
Large banner banners affixed to stanchions at the start of a line may indicate service kinds and designate entries. To reinforce the way finding approach, belt imprinting may be utilized as a part of a more prominent color-coded design motif. Post-top or post-front signage may also restrict queue entry, reinforce a color scheme, and supplement way finding.
Your Queues Will Cover Their Costs
One of a store’s most significant additional income opportunities is directly in the checkout line. A profit center may be created inside the queue’s current floor area using an in-line merchandising system. Some stanchions come with merchandising panels that can be connected to the queuing stanchions. Installing an in-line merchandising system may result in an instant boost in impulsive purchases.
Furthermore, queue merchandising keeps consumers busy while they wait, decreasing perceived wait times, boosting goodwill, and improving the customer experience.
Summing Up
These three queue management principles—queue layout, signage, and in-line merchandising—will help you optimize customer flow and, as a result, your bottom line. Minor adjustments may have a significant effect on how your customers view your company. Queue management, when done correctly, increases efficiency, increases revenue and improves the customer experience.
