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The QLess Blog

Kristen Becker

Recent Posts

5 Ways to Reduce Customer Anxiety

May 10 By Kristen Becker | Categories: Insights, Retail

David Maister authored a brilliant article entitled, “The Psychology of Waiting Lines,” identifying eight anxiety-inducing reasons why people loathe waiting in line.

It’s fair to assume that we can ALL relate that waiting is the hardest part:

  • Occupied time feels shorter than unoccupied time;
  • People want to get started;
  • Anxiety makes wait seem longer;
  • Uncertain waits are longer than known, finite waits;
  • Unexplained waits are longer than explained waits;
  • Unfair waits are longer than equitable waits;
  • The more valuable the service, the longer the customer will wait;
  • And solo waits feel longer than group waits.
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