7 Minutes or it’s Free – My suggestions on improving Customer Wait Times.

I am a very active person so the worst punishment for me is to stand for long periods in a line. So when I have to do any transactions that involve long wait times, I plan ahead. In fact, I have seen people look at me with an incredulous look on their faces as I pull out of my purse various things to occupy my time.

Let’s not forget the hunger factor because most of these places don’t even have a water cooler for their customers. In many instances if the water cooler is there chances are that it’s empty or there are no cups.

So I am prepared, I bring refreshments, puzzles or a book to read. If not for these advance preparations I would go stark raving mad as the wait times are seemingly designed for people to test their breaking points.

I read with delight the articles published in The Gleaner which outlined how much time is wasted by Jamaicans as they wait in these interminable lines before they can access a paid service.

That is what stung the most, that you have a service that you need and someone is paid for this service while you are forced to suffer. Those who must stand in lines at banks and government institutions face the dilemma of being delinquent or suffering in silence.

Click here to read full article http://jamaica-gleaner.com/gleaner/20130612/lead/lead3.html

Although the articles in The Gleaner focused on the loss of productivity, I have a slightly different take on the issue. I think the long wait times also affects the decision making process. Consumers frustrated with the long wait, often make decisions that they later regret such as deciding not to do business with that company.
So what’s the solution?

My two cents is that every company should adopt the following motto: ’7 minutes or it’s free’. This does not mean exactly the same time limit must be used by every entity but the core of the sentiment is that customers must come first. It puts the burden on the company providing the service to ensure that their customers are treated as priority.

In this economy no one would be willing to give away anything for free so there would be an increased appreciation of the consumers’ time. Some fast food places have adopted this and if the food takes too long to be prepared then the servers responsible must account for the cost of the meal.

Why not adopt it across the board? Poor customer service should equal loss of profits!!

So how can companies cut wait times and have happier customers? ’7 minutes or it’s free,’ could be a start!

Tags: customer service