Management of Customers’ Wait Time

Question

As with many other service offerings, JamCruise’s tour company passengers will be required to wait during all encounters. Identify FOUR (4) areas of the related encounters and detail meaningful wait time strategies that will make the service delivery system smooth.

Answer 1

One of my favorite solutions to this that I have experienced was a sort of entertainment line. I was waiting to get on a ride with my children and had to wait in a very very long line. They designed the line so that there were monitors at some points with interesting pre-recorded information and in some parts of the line there was actually animatronic entertainment. I think if you have the ability to distract the customer temporarily with something interesting during their wait it will not seem as long as it is.

One popular fast food restaurant redesigned their drive up lines so that you interact with a host at differnt points which makes you feel like the process is being expedited, but you are still waiting in a long line.

What it comes down to is what is the cost investment you have available to manage your guest. Choose soemthing simple for a lighter budget or something more elaborate if you can afford it.

I hope this was helpful.