Let’s say you’re the
proud parent of a small child and you have gone out to dinner. The waitress
comes over to your table, squats down and gives your child a sheet of paper
with a picture on it along with four to five crayons. You are soooooooo
appreciative for you know that your young one will now be entertained for the
next several minutes!
Why is it that a
gesture as small as this one is so appreciated? We all know, whether or not
we have kids . . . boredom turns into disruptive behavior, regardless of age!
How many of us have been bored beyond tears while waiting
to be helped? I know that I can go from being bored to annoyed in a matter of
seconds!
It’s interesting to observe what different businesses do
to keep us entertained. Video games, TVs, magazines, coffee, placemats with
trivia questions, board games, toy chests, aquariums,
Bored customers are annoyed customers. Companies are
stealing time from their customers and time is a precious commodity. That
being said, most people don't mind waiting as long as they don't "feel" like
they're waiting.
Consider conducting a customer waiting "check-up" in your company by
evaluating the following:
-- What is the average hold-time for a customer before speaking to a
customer service representative on the telephone?
-- How long are customers sitting in your waiting room?
-- Do your customers have something to do while they're waiting?
-- Can you observe your customers glancing at their watches? This is a major
clue that they're bored.
--Does the recorded information that they listen to on the telephone provide
valuable or interesting information?
-- If on-hold, do you have a prerecorded message playing?
-- If playing a pre-recorded message, is the volume too loud or offensive?
(Some businesses have "talk radio" programs on the line. This is a dangerous
practice because of the offensive style of many talk radio hosts or the nature
of the topics being discussed).
-- If your waiting room has toys for children with which to play, are they in
good repair, clean and disinfected?
-- Is the coffee fresh?
-- Are the magazines current?
-- Does your lobby or waiting area allow for your
customers to be seated?
-- Do you apologize for a lengthy delay your customer has
had to endure?
And here is the most important question of all:
-- Does the service you deliver to your customers make it worth the wait?
