6 Queue Management Hacks: more business and happier customers

We all hate waiting in line. But why is it so annoying? Professor Dick Larsen at MIT says the secret is not the time – it’s the experience. Boredom is one problem, expectations another. If we get the impression service will be fast, the fall is much higher when we really do have to wait. Fairness is another key aspect – many of us lose it completely when someone arrives after us, but gets served first.

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