Are You Ignoring These Customer Service Facts?

U.S. consumers are willing to spend 17% more to do business with companies that deliver excellent service
Feeling unappreciated is the #1 reason customers switch away from products and services.
After having a positive experience with a company, 77% of customers would recommend it to a friend.
Temkin Group

Americans are more likely to post about good experiences (53%) than bad experiences (35%) on social media.  

7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.
American Express 2017 Customer Service Barometer

Did you know
It is anywhere from 5 to 25 times more expensive to acquire a new customer than it is to keep a current one.

“Customer service shouldn’t just be a department, it should be the entire company.”
Tony Hsieh, Founder and CEO of Zappos

Read more at the Link below & then call us to help you improve your customer service! 800-959-5029
Customer Service Facts You SHOULDN'T ignore


We all do it.

Waiting in line is not an acquired taste. I have yet to meet someone who likes doing it, yet we all have  to do it.  It’s not an acquired taste or something that grows on you.  Waiting in line is an annoying reality of life.  We all do it.  We all have to deal with it.  

While modern technology has made our lives easier and allowed us to avoid some lines altogether (shopping for clothes, accessories, furnishings, gifts, some food, etc) some lines you just can’t avoid.  It's an annoying reality of life.  We all do it.  We all have to deal with it.
While some lines are definitely worse than others, there’s an actual science on lines, how we feel about them, and even ways to make them a little less mind-numbingly painful, because...waiting in line is an annoying reality of life.  We all do it.  We all deal with it.
But wait, there is hope yet.  We can help decrease the time that is the reality of waiting in line!  We all do it.  We all deal with it.  With our system in place that reality doesn't have to be so annoying.  You can have Time for more customers, Time to improve your customer service, Time to perfect your quality processes.  Less Time standing in line. 

 Here are 3 random facts about waiting in line:
1. Some people are more willing to pay others to wait in line for them.  We've all seen people put up tents and chairs for things like shoes, phomes, tickets to evenets. More and more businesses are allowing you to hire people to wait in line for you, run errands, and act as personal concierges.  How much is your time worth?  How much is your customers' time worth?  
2. There are some places where waiting in line is actually a part of the experience.  Themed environments, mascots, music and entertainment make the time in line a little less painful.  Disney for example has found some great ways to keep people distracted while waiting in line for hours!  However, I doubt you have the budget that Disney has to keep your guests entertained while waiting in line.
3. One of the first mentions of a line-up was in 1837, in a historic account of the French Revolution where Thomas Carlyle, describing the waiting formation as “queues" or "tails”, when he described the revolutionaries waiting to make purchases. 


What to do while waiting in line....

Aren't interested in getting your lines to move faster?  Perhaps you can offer your customers some ideas about what to do while waiting in line....

Use this time to:

* return calls to your internet provider, insurance agent, and anyone else who may allow you to listen to their On Hold Music
* take a quick catnap - the people behind you won't notice if you aren't moving up
* learn to play an instrument
* ignore personal space and explore what others are discussing 
* practice comedy routines on unsuspecting fellow customers
* allow your children to run free and have unsupervised physical education
* pay your bills
* get to know your fellow waiters by sharing videos/photos of your children and pets
* practice your yoga poses 

If these suggestions don't seem to help improve, Time for more customers, Time to improve your customer service, and Time to perfect your processes...you may want to call us!  800-959-5029


There's A Better Way (video)

Our continuing and growing knowledge of line theory has helped us build a better solution for you and your customers.  What drives you crazy about waiting in line?  Statistics show we spend between 1-2 years of our lives waiting in line, being frustrated by the boredom and uncertainty.  Is this how you want your customers to feel?  Check out this video!


Great illustration of "skips and slips" 
by Ferdinand Lutz, and why customers get so frustrated with multiple lines and the confusion they create.