People HATE to wait — for anything! In a society that increasingly clings to the “instant gratification” lifestyle, the thought of sitting home for that 8 a.m.–noon “window” is simply ludicrous.
A guaranteed way to lose a customer is to repeatedly make them wait for your product/service. Many businesses bring this situation onto themselves by forcing one employee to manage several live customers simultaneously. In particular, businesses allowing for long checkout lines are virtually asking for customers to shop elsewhere.
If for some reason there’s no choice but to make a customer wait, give them something to do while they are waiting. Need to call the warehouse to see if a contractor’s tools have arrived? Then hand ‘em this season’s tool catalog to thumb through while you’re on the phone.
When an unforeseen delay does occur, keep the customer informed every step of the way. Even a seemingly trivial update — “Our driver called and he’s five minutes away” — will put the customer’s mind at ease and lets them know you care. Waiting five minutes for a driver to arrive is nothing when compared to five minutes of being left in the dark.
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