PERTINENT INFORMATION LTD. A center for information to help businesses grow faster "Giving You Valued Information"   T. Scott Gross : Professional & Keynote Speaker on Customer Service & Promoting Business, using the Benefits of Positively Outrageous Service. Wait a Minute! ©

It really doesn't matter how long customers have to wait. It only matters how they feel about waiting.      If you have dialed 911, a 10 second wait can seem like an eternity. But imagine if you ordered an elegant dinner or a custom made suit and it was delivered in 10 minutes. You might be a little suspicious! In fact, if there was no wait at all, you might begin to doubt the specialness of the meal, suit or whatever.      Heads-up customer service experts pay attention to the wait. They make the waiting area pleasant. They may offer something to read, drink or do to make the wait seem shorter or at least less of a drag.      Really smart service folks make the wait a part of the experience. I know of a theater chain that installed windows between the lobby and the projection booth so that patrons waiting to be seated for their movie can watch how the film is handled. Another great example is theme parks where they let the long lines leading to the attractions snake through specially designed areas that give those waiting in line something to see.      In cases where a customer is waiting at home, a clever way of handling the wait might be to call or write from time to time advising on the progress of their order. People don't mind waiting as much as they hate being ignored or forgotten.      As we speak, or write, I'm waiting on the new office furniture we ordered in Dallas. It sure would be nice to know what progress has been made. Maybe if they sent me a note, a picture or something the wait wouldn't seem so looong! (My vibrations must travel! In the mail today was a postcard of a joyful toddler with a handwritten thought balloon that said, "Really! It's almost ready!")      If you are clever, you might figure a way to make waiting so much fun that your customers would actually rather stand in line!      What can you do to make waiting part of the experience? T. Scott Gross & Co., Inc. is the internationally recognized expert on the subject of customer service, specifically Positively Outrageous Service. A speaker, trainer, and author, T. Scott's clients include a wide range of businesses and organizations including Federal Express, Southwest Airlines, DoubleTree Hotels, Denny's, and State Farm. His tips and techniques for providing and getting Positively Outrageous Service are detailed in his newest book: T. Scott Gross & Co., Inc. HCR1-561 Center Point TX 78010 1-800-635-7524 http://www.tscottgross.com/ Homepage | Suggestion Box Articles By Category Advertising Interpersonal Communication Marketing Page 1 Marketing Page 2 Negotiation Persuasion Publicity [Press Release etc.] Self Assessment Exercises Start-Ups Stress and Relaxation Comment on this article or make this site better by offering suggestions for improvement : Contact Information Chris McClean Pertinent Information Ltd. 2314 Richmond Rd Victoria, B.C. V8R 4R8 Canada [TEL] 1-250-598-9102 [FAX] 1-250-598-9109 "YOU CAN GET ATTENTION BY EMPHASIZING THE RELEVANT" [ Top of page ]