No thank-queue

The Ghost of customers past

Ever been pleased to be in line?

Not likely.

Hospital surgery waiting lists are a rare example where queues have a benefit – in this case priority treatment, though renaming them ordering lists may be appropriate.

Ironically the most obvious example of frustrating queues is the doctors’ surgery.

For example – If a patient at the doctors is kept waiting for 10 minutes and this continues throughout the day (4 patients an hour for 8 hours), this totals 5 hours and 20 minutes of client waiting time , daily per doctor.

No wonder we are called Patients!

It’s easy to fall into the trap of giving extra time to clients when you think you have a bit to spare, but the point is – you don’t – and certainly your ‘other’ clients don’t!

The twist is – the problem is often phasing (you got behind once) not supply (Doctors) or demand (Patients).

Re-modelling the doctors’ surgery;

You ensure the first client finishes on time, the next client is quick saving you 5 minutes, the third client who could do with a bit more got 20 minutes as you got underway early, you still finish on time.

And so it goes; at the end of the day probably everyone got what they wanted, got what they needed and many will be delighted, no-one actually waited for their appointment.

It’s the same practice, clients, length of day; just a truly customer centric model. I’d go back to this one and tell my friends.

Where is the waiting room in your company?

• Unanswered phones?
• Orders not fulfilled or taken?
• Calls not returned?
• Queues?
• Appointments not honoured?
• Customers waiting for an update?
• Customers who don’t know you care?

Find your bottlenecks. Address them and you may well create a supply and demand problem!

The remedy is seldom as difficult as you think.


2 Replies to “No thank-queue”

  1. Don’t get me started on this one. Now remember Jim…keep it short and concise.
    Ok…here we go. This stuff is critical, this stuff is easy to fix… fix it !! There we go, that wasn’t so hard !

  2. Great restraint Jim. Cafe’s and takeaway’s truly drive me nuts on this one. Thanks for calling by, Richard

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