Question

Marketers use tricks to minimize psychological waiting time. These techniques range from altering customers perceptions of a lines length to providing distractions that divert attention from waiting. What are waiting line pain points? How can companies change their processes to make these situations easier or more enjoyable to consumers?

Answer 1

The key problem (pain point) of waiting time is that, it is considered as a complete waste of time in various aspects. Especially considering the incumbent who is waiting in the line, the total amount of time spent is static and unproductive by all means. This also creates the psychological impact of impatience and boredom. Naturally these are the practical and psychological pain points while waiting in line.

In order to reduce the time on waiting line, the companies must assess the arrival and service time of customers as correctly as possible. They should also allocate ideal number of server and facilities in order to reduce the waiting time. On the most productive use of waiting in line could be to perform some of the tasks while waiting in line. For example, in hospitals when a patient is waiting in line, the patients could fill out some of the forms which will be necessary later. Similarly, while waiting in the queue at DMV, people could fill up the form and spend their time productively. This way the psychological effect of boredom is reduced as well as the time is used productively.