Retailers: Improving Line Wait Time Improves Customer Satisfaction and Profits, Too

No one likes waiting in line -- whether at the DMV, grocery shopping, amusement parks or sporting events.  And, today, long wait times can be splashed across social media at any time.  That's in addition to lost profits when the customer balked or reneged and left the point of sale location.

Every retailer and entertainment venue constantly evaluates how to better improve the customer experience -- and improved line (or queue) management provides an immediate and long-lasting impact.  That's because effective line management technology offers more than just a shorter wait experience.

Enhanced Customer Satisfaction is the goal!

Automated line management provides at least 4 significant business benefits:

1. Wait time management tools provide control -- Long-standing studies indicate average wait times can be reduced 10-30% with line management technology.  Lots of "fewer than 10 items" customers today?  Using automated management tools, store management is able to quickly realign registers to better serve those customers while reducing the number of "full service" registers.
2. Improved line management -- Customers are more quickly and accurately directed to an open location as compared to "manually" guessing which station is available or casually strolling towards a register.
3. Customer perceptions improve -- Two factors impact customer perceptions regarding lines: perceived wait time and the issue of fairness. Customers typically over-estimate the amount of wait time -- that's probably human nature. Providing an automated, call forward system not only efficiently directs customers to the next available register but encourages them to think the wait isn't as long as it actually is. Customers like knowing what is going on -- so seeing the next available register is beneficial even if it isn't their register!  And, people appreciate being treated fairly; an automated system is perceived as providing similar service to all.
4. Expanded impulse purchase opportunities -- Whether an automated system operates a single, serpentine line or multiple, register-specific lines, the opportunity exists for expanding impulse purchase opportunities.  First, the business is regulating how and where the waiting zones are located. Additionally, customers are less stressed waiting so they're more likely to review offerings and make impulse purchases.  It's also possible to advertise and encourage such purchases through messaging on line management monitors. 

Interested in finding out more about how automated line management can improve your customer satisfaction levels and provide additional business benefits, too?  Talk to us at CPS about QuikLine -- an automated line management system providing call-forward technology with easy-to-use management tools and straightforward hardware components.

Using CRM to Extend Sales Office Hospitality

Always love seeing Amy O'Connor's posts on Jeff Shore's website.  Amy blogs in addition to providing new home sales seminars -- and she brings a great combination of insight, humor and kindness to her commentary.

Technology Will Enhance Your Welcome Message!

Recently read 3 Southern Hospitality Tips That Will Increase Your Sales and could imagine Amy asking "How's your Mama doin'?" to a sales office visitor in that great Southern drawl of hers!

Of course, not many of us could ask that question like Amy can but... got us thinking about how the concept of hospitality fits into today's new home sales skill set.  And, what tools might an agent use to consistently enhance the home shopping experience?

Amy's #1 hospitality tip is Express Gratitude. There are lots of new home sales offices out there but this particular home shopper selected yours!  Let them know you are happy they visited and welcome them into your office.

This first visit should be just the beginning of your hospitality touch points. Did you know technology can help you enhance the welcome after the home shopper leaves your office?  Let your home shoppers know you listened and remember their unique reason for the visit.

The percentage of new home sales agents following-up with even a basic Thank You! is very small.

You will stand out with your show of hospitality touchpoints, in other words!

Let's assume you're already recording prospect visits; why not take the extra step and associate a particular area of prospect interest (a floor plan, amenity or an interest in schools)? Have these items setup in advance so you're selecting from a list of "reasons" for the stop at your office!

Then, have a preset series of Thanks for Visiting emails offering a little extra about their particular interest.

It's true; people aren't wild about generic emails.  Set yourself and your community apart from the generic with an informative (and hospitable) follow-up focused on a specific topic.  Think of the possibilities: adding a quick video about an amenity, taking your prospect on a short, cell-phone tour of Plan 2's kitchen!

Wondering how you can become more hospitable with technology? CPS has been providing CRM software to homebuilders for a bit more than 30 years -- we can show you!