Walk into a bank and you would find queues. Walk into a service center or even an Apple store and you would find customers waiting. In this age, nobody likes waiting which is essentially wasting time. But companies seldom have a strategy that can do away with queues. You obviously cannot have more staffs than the number of customers walking into your store, which would have done away with waiting or queues. Fortunately, there is a way to ensure that your customers don’t have to indulge in lengthy waiting.
You can use Qhere for your branches and even for your head office where you may have plenty of meetings or appointments lined up. Qhere is a cloud based solution that allows you to monitor the waiting times of customers, the queues in real time, you can assess the kind of needs customers have and accordingly you can respond with a strategy that will resolve the issues.
Let us explore a few very real possibilities that would ensure that your customers don’t have to indulge in waiting or standing in queues, again.
- Most companies have a predetermined strategy. A certain number of employees are appointed at a particular branch and they are responsible for attending to the needs of any and every customer that walks in. What if one fine day you have a massive increase in the footfall? It is absolutely possible. Would you wait for a trend to emerge and then increase the staff after a month or a quarter? By that time, hundreds and possibly thousands of customers would have been compelled to waste their time in queues. Instead of waiting, get real time feedback and appoint additional staff for the time being, possibly from another branch or from your head office if that is possible and you can do reduce the waiting times. You can even eliminate the queues.
- Not every customer has the same purpose. It is absolutely futile to have your staff attend to people having myriad purposes in an irrelevant way. One customer may need a solution that will take an hour. Another customer may need a solution that will take two minutes. Should the latter wait for an hour for the two minutes? Instead, you can attend to the first customer and begin the resolution process during which time you can attend to thirty more customers as the first solution takes an hour. Immediately, you have dealt with the waiting time of more than thirty customers