Company Blog
Worth The Wait?
by Adam Zack — March 1, 2017
Waiting can be so excruciating
Waiting is a two edged sword. I don’t think anything besides waiting can be so excruciating or satisfying, with little, if any, leeway in between. I say this as I wait at the Oakland airport as the result of a cancelled flight and having to wait three hours for the next flight out. Excruciating. Even with a bar in sight. Each minute seems like a dozen. Waiting sucks. It’s the same in our grocery business. Every minute a customer spends in line seems like a dozen. Waiting at the deli counter for a sandwich seems like eternity. Take a look at the people waiting in line at your store. They look at their watch. Repeatedly. 12 times a minute. They roll their eyes and give an half-hearted, half pissed-off “thanks” when their order finally is ready. Waiting sucks when you’re a customer. Is waiting ever good? How about “Good things come to those who wait.” Or “Worth the wait.” Do they? Is it? Convincing a customer that the two months it took to build their website or the extra day it took to build the ad was worth the wait is a tough job. Telling a customer to hold their horses and just be patient usually does not help, except when dealing extremely patient people (of which we all know two at most). So training your staff to find a great way to assuage those waiting customers is our challenge. Like true love, the wait has to be worth it.
Read More – Waiting Equation
Filed Under: Company Blog
