{"id":31949,"date":"2023-08-26T16:07:44","date_gmt":"2023-08-26T20:07:44","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=31949"},"modified":"2023-09-04T16:11:16","modified_gmt":"2023-09-04T20:11:16","slug":"8-tips-to-make-the-time-your-customers-wait-seem-acceptable","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/8-tips-to-make-the-time-your-customers-wait-seem-acceptable\/","title":{"rendered":"8 tips to make the time your Customers wait seem acceptable"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/27324618\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p class=\"p1\">It stinks to wait around for something as a customer.<span class=\"Apple-converted-space\">&nbsp;<\/span> Whether it&rsquo;s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it&rsquo;s a fact of life that customers have accepted over time.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">It also stinks to know that your experience makes customers wait sometimes. You probably would rather that your customers didn&rsquo;t have to wait around and could get down to business spending money with your organization. However, despite your diligent efforts, you still have some time where customers are waiting around.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">Instead of throwing your hands up in the air and accepting defeat, we have a few strategies that can help manage this bump in your experience&rsquo;s road. Eight of them, in fact.<\/p>\n<p class=\"p1\">Now, to be fair, our tips come from David Meister&rsquo;s article,&nbsp;<a href=\"https:\/\/davidmaister.com\/articles\/the-psychology-of-waiting-lines\/\" rel=\"nofollow noopener\" target=\"_blank\"><span class=\"s1\"><em>&#8220;The Psychology of Waiting Lines.&#8221;<\/em><\/span><\/a><span class=\"s2\"><span class=\"Apple-converted-space\">&nbsp;<\/span> That said, this paper has excellent tips for you.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/span><\/p>\n<p class=\"p4\">In this episode, we talk about Meister&rsquo;s eight areas and how you can emulate other organizations that have made the waiting experience a little less painful for their customers.<\/p>\n<p class=\"p4\">Here are some other key moments in the discussion:<\/p>\n<ul class=\"ul1\">\n<li class=\"li4\"><strong>02:37 <span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> We explain that sometimes customers have to wait, but it doesn&rsquo;t have to be terrible while they do, thanks to the paper by Meister that defines what makes waiting so terrible.<\/li>\n<li class=\"li4\"><strong>03:31<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> Distraction is key and helps with the problem of making your customers feel like their time is occupied with more than just waiting around for you.<\/li>\n<li class=\"li4\"><strong>07:23<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> We use the examples of customer behavior on airplanes to explain the Meister&rsquo;s concept about how people want to get started waiting, even if it is only to wait in a new position afterward. <strong><span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong><\/li>\n<li class=\"li4\"><strong>10:49<span class=\"Apple-converted-space\">&nbsp;<\/span><\/strong> We explain how Uber manages the third area, uncertain waits are longer than certain waits, well by letting you know the car is coming and when.<\/li>\n<li class=\"li4\"><strong>15:17.<\/strong> We talk about a related area of communication about waits pertaining to Meister&rsquo;s area that unexplained waits feel longer than known waits and why kids don&rsquo;t get it.<\/li>\n<li class=\"li4\"><strong>19:18.<\/strong> Unfair plays a big role in how waits feel; just ask anyone in a Disney line watching the fast pass ticket holders blow past them.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li4\"><strong>27:17<\/strong> We end on the 8<span class=\"s4\"><sup>th<\/sup><\/span> area, which is that solo waits feel longer than group waits, because misery loves company, doesn&rsquo;t it?<\/li>\n<\/ul>\n<p><span class=\"Apple-converted-space\">_________________________________________________________________<\/span><\/p>\n<p>Did you know we have a YouTube Channel too?&nbsp;<a href=\"https:\/\/www.youtube.com\/c\/ColinShaw_CX?utm_source=Youtube&amp;utm_medium=LinkedIn+Article&amp;utm_campaign=Newsletter:+Fear\" rel=\"nofollow noopener\" target=\"_blank\">Check it out here<\/a>.<\/p>\n<p>Connect with Colin on LinkedIn&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/colinrjshaw\/\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p>Follow Colin on Twitter&nbsp;<a href=\"https:\/\/twitter.com\/ColinShaw_CX?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p>Click&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/our-team\/ryan-hamilton\/\">HERE<\/a>&nbsp;to learn more about Professor Ryan Hamilton of Emory University.&nbsp;<\/p>\n<p>To learn more about Beyond Philosophy&#8217;s Suite of Services&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/cx-services\/\">Click here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It stinks to wait around for something as a customer.&nbsp; Whether it&rsquo;s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it&rsquo;s a fact of life that customers have accepted over time.&nbsp; It also stinks to know that [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":24561,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-31949","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31949","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=31949"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31949\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/24561"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=31949"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=31949"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=31949"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}