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Americans spend 37 billion hours EVERY year waiting in line. THAT’S A LOTTA’ TIME. And, you know… you’ve contributed to those hours. Turns out, there are some interesting lessons we can learn about people (and ourselves) from all this waiting. And Disney is the master of the “Psychology of Line Management.” And airports, Starbucks….
Here are a few lessons you can apply.
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What a thoughtful comment by Aldo Delli Paoli – great input and wisdom. Thank you my friend!
Of course, the way a company manages queues to access its services has significant economic implications, as a long and unpleasant wait could damage the image that customers have of the services offered and of the company, potentially resulting in huge economic losses. I discovered then, some time ago, that the way we perceive the wait is influenced by factors that go well beyond the simple duration.
In addition to the strategy adopted by Disneyland, companies have studied various strategies such as managing expectations: for example, providing an estimate of the waiting time or informing customers of how many people are in front of them: this helps to reduce anxiety, impatience and uncertainty during the wait, especially when it is not possible to monitor the progress of the queue.
Or what type of queue to prepare (parallel or serpentine) that while perhaps maintaining similar waiting times in reality have a different effect on the experience of those who have to wait.