Business and Management

Improving Your Customer Flow Through Efficient Queue Management

An efficient and well-managed queue is one of the quickest and most cost-effective ways a business can increase operational efficiencies and squeeze additional revenues from existing real estate.

Queue Management is a process of efficiently moving customers in, through and out of waiting lines – is quickly becoming an essential element of best practices in many different industries because of its proven ability to reduce customer walk-aways, increase revenues per square foot, stimulate impulse sales, and enhance the overall customer experience. This can be achieved by using retractable belt stanchions or ropes as per the business needs.

There are two basic queuing principles that are commonly used throughout businesses – Linear queuing and Virtual Queuing.

Linear queuing consists of customers physically standing in lines formed with stanchions, basically retractable belt stanchions and posts. Utilizing the FCFS (First Come First Served) service rule, linear queues can feature multiple lines such as is typically found in grocery stores or single-lines such as is found in most banks and financial institutions. Linear queuing strategies enable fastest possible service by reducing the time wasted between each customer being served, thus are traditionally used where service processors fairly short.

Virtual queuing, the second queuing principle, allows customers to wait for a service without actually standing in a physical line. The customers register for service through a device such as a kiosk or ticket printer. They are then free to engage in “active waiting” such as browsing or shopping in the environment, watching media or just relaxing as they wait for their name or ticket number to be called.