Customer Anxiety: Did I Pick the Right Line?

We all know the stress of waiting in line at a store; whether we are waiting to check out or waiting for a customer service representative, there is always that anxiety of thinking, did I choose the right line? This anxiety can go beyond retail. Maybe you are waiting in line at the bank and thinking, did I choose the right teller? You can also encounter the issue of wayfinding and thinking, am I in the ten items or less line, or is this a credit-only line?

Customers expect their online experiences and expectations to be the same when in-store, especially during checkout.

In this article, we will discuss the benefits of a single-line queue and how having a single-line queue can go beyond reducing the anxiety of your customers and guests. In addition to relieving anxiety, a single-line queue can also generate revenue and provide your business with several benefits: The topics we will cover include:

1. Single Line Queue
2. Queue Fairness
3. Anxiety and Walkaway Reduction
4. Reducing Theft
5. Turn Queue Space into Selling Space
6. Products For Guest Management

1.     Single Line Queue to The Rescue

All the above scenarios can be resolved with a simple solution you can implement quickly: a single-line queue. How can a single-line queue resolve all those issues? A single-line queue with retractable belt barriers or post and rope stanchions introduces fairness to the queueing system. You can also place signs or wayfinding solutions on top of a stanchion post noting the entrance, exit, or any line restrictions, thus making it even easier for customers to navigate where to go. With a single-line queue, you introduce security measures and in addition can even add the benefit of turning floor space reserved for lining up into revenue-generating space.

2.     What is Single Line Fairness?

Single-line fairness brings everyone together into one line, and the benefit is that the line keeps moving. For example, it is not an issue if the person in front of you has 50 items in their cart. You will go to the next available cashier when you reach the front of the line. So, while one cashier handles the customer with 50 items, the other cashiers can check out other customers and keep the line moving. Thus, it reduces the customers’ anxiety (and wait time) by wondering if they selected the right line or line hopping to see if they can save time. Continue to point 3 to learn more about reducing customer anxiety.

3.     Eliminate Customer Anxiety & Walkaways

When you implement a single line, you reduce the likelihood of customer anxiety of guessing which line will be faster, line hopping, and walkaways. Navigating to find the quickest line can make your customers anxious. With stress, customers switch retailers or do most of their business online and as a result shift away from traditional brick-and-mortar stores. With a single-line queue, you remove that anxiety and, as stated above, you bring fairness to the queue, and the customers keep moving.

4.     Reduce Sweethearting & Theft

How can a single-line queue reduce theft, and what is “sweethearting”? Sweethearting refers to when a customer knows the cashier (it may be a friend or family member), and the cashier commits refund fraud, scan avoidance, or overrides a price to give items away with a heavy discount.

By having a single-line queue, the cashier selection process becomes randomized. Thus, making it significantly less likely that a customer will be helped by a friend or family member. As a result this reduces the likelihood of sweetheart deals.

A single-line queue also makes it easier to spot when someone is letting other customers go ahead of them to wait for their favorite cashier. If you see someone waiting for a cashier, that is your sign to watch for suspicious behavior.

5.     Can A Single Line Queue Increase Revenue?

The short answer is yes. A single-line queue can offer a great return on your investment. How is that possible? The answer is to add queue accessories to the posts like the Tensabarrier® Merchandizing Display Bowl. The Merchandizing Bowl is perfect for low-cost items that have a higher margin. This is a great way to increase the basket value while customers are waiting in line. It also turns floor space reserved for lines into revenue-generating selling space.

 

 

6.     What Products Can Lawrence Metal® Offer for A Single-Line Queue?

At Lawrence Metal®, we can offer you various products at every price point. We have everything from economical, more budget-friendly options to some of the more premium retractable belt barriers and post and rope stanchions. Below is a list of products and their features to help you make the best and most informed decision.

1. QueueWay® is an economical, sturdy, and durable brand that won’t break the bank. QueueWay® is less durable than a Tensabarrier® or Lawrence Metal® stanchion. However, it is one the most durable in its class of post & rope stanchions and retractable belt barriers. QueueWay® products are perfect for areas with less foot traffic.
2. Lawrence Metal® is our most durable post & rope stanchion that can withstand whatever your customers throw at it. With various finishes, styles, and velour rope color options, Lawrence Metal® post & rope stanchions are a classic option that will add sophistication to any environment. Perfect for museums, casinos, hotels, red carpet events, theaters, banks, and more, Lawrence® post & rope stanchions are sure to impress all your guests.
3. Tensabarrier® retractable belt barriers are made to withstand anything and everything. Tensabarrier® retractable stanchion posts are designed to keep things orderly and looking great. Each post is made of heavy-duty steel to reduce the possibility of denting, the heavy base and the post height ensure they won’t tip over, and the military-grade fabric on the belt ensures that it will last in any environment. The SlowRetract™ braking system prevents the belt from whipping back and injuring a guest if accidentally released. This makes Tensabarrier® one of the safest retractable belt barriers on the market.

The choice is straightforward, if you choose to add post and rope stanchions or retractable belt barriers to establish a single line queue, Lawrence Metal® products are the way to go. We offer a wide range of stanchions, sign holders and accessories at every price point that will meet your needs.