Thursday, April 21, 2005


There’s a very interesting –and useful- article by David Maister titled The Psychology of Waiting Lines.

Here’s a brief outline of Mr. Maiser’s piece:

  1. People Want to Get Started.
  2. Anxiety Makes Waits Seem Longer.
  3. Uncertain Waits Are Longer than Known, Finite Waits.
  4. Unexplained Waits Are Longer than Explained Waits.
  5. Unfair Waits Are Longer than Equitable Waits.
  6. The More Valuable the Service, the Longer the Customer Will Wait.
  7. Solo Waits Feel Longer than Group Waits.

Recommended reading if your customers have to wait for any reason during service encounters.