Services and goods are not the only things the customers are on the lookout for when they pay a visit to your store. The way people feel while they are at your shop is very important.
The shoppers have to spend a significant amount of time every year waiting in queues. Not hard to guess, the satisfaction decreases with increase in the waiting time. Customers hate to wait. But in case of a few businesses, the wait time is nothing other than an unavoidable reality. Regardless of the reason behind, the customers are destined to wait for some time while they visit a store.
There are several business houses that take steps not just to bring down the wait time but the perceived wait time as well. Just like the actual wait time, the perceived wait time also casts an impact on the customers and thus, it is imperative to manage it to ensure satisfaction of the consumers.
Though you may not always be able to do much to bring down the actual waiting time of the customers, you can certainly take steps to make this time a bit less boring. Let’s take a look at a few ways or rather distractions to make the ‘wait time’ for your consumers a worthwhile experience.
Provide Free Wi-Fi
Free Wi-Fi offers a number of advantages to the customers. Wi-Fi access is a prominent expectation of the customers today.
Wi-Fi takes up a significant position especially for the younger generations. Right from medical offices to the restaurants and coffee shops, free Wi-Fi access is a prominent expectation.
Studies found out that the provision for Wi-Fi increases foot traffic, the amount of money spent as well as the amount of time the customers stay on the business premises. Doubtlessly, free Wi-Fi also has a role in making the wait time at businesses significantly more bearable.
If your customers can interact with friends on the social network, watch YouTube videos or answer the emails, they won’t get bored or notice the time passing.
Offer Self-Service Options
When it comes to improving the consumer experience, we all know the value of human touch.
The reality is quite different today.
There are several customers today who prefer to be self-sufficient.
If you are the owner of a food joint, you can consider self-service. You can keep a counter for the toppings if you are selling burgers or pizza. This way, the customers need not request you to add the toppings, but can add them by themselves. This reduces the ‘wait time’ substantially.
Appoint Employees for Coordinating Interaction with the Customers
The perceived wait time gets reduced if an employee greets the customers, learns their purpose and directs them.
The customers prefer to get assured by the staff for quenching anxiety. Don’t you feel assured when the train support officials make an announcement or let you know the reason behind if a train comes late? Similarly, the customers also want a rough estimate of time in case they are required to wait.
It helps if you explain your customers the reason for the delay. It is often said that ‘Unexplained waits are longer than explained waits.’
Set up A Pleasant Waiting Area
The reception or the waiting area must be pleasing, clean as well as well maintained. In case someone has to wait to get a given service, make that a pleasant experience.
Most of your professional clientele would love to get their work going while they wait. However, you need to provide them the resources for that. By using a little bit of creativity, you can turn working rooms into a great setup. If you can do this with efficiency, your customers will forget that were waiting for something.
Quite often, the customers are required to wait for long since there are not many people to help. Make sure you have the right team in the right place always. Delivering exceptional customer service is always the priority of businesses and you should leave no stone unturned to ensure that.
Ensure the satisfaction of your customers through the inclusion of the above-discussed amenities. You are bound to get repeat customers and great reviews and recommendations.