Anxiety Makes Waits Seem Longer
A large part of the concern that we feel to 'get started' is due as noted above, to anxiety. In the cases cited, the anxiety was about whether or not one had been forgotten. Anxiety can, however, come from other sources. Nearly everyone has had the experience of choosing a line at the supermarket or airport, and stood there worrying that he had, indeed, chosen the wrong line. As one stands there trying to decide whether to move, the anxiety level increases and the wait becomes intolerable. This situation is covered by what is known as Erma Bombeck's Law: "The other line always moves faster". Is there anyone who has not had the experience of choosing a line at the supermarket or airport, and stood there worrying that we had, indeed, chosen the wrong line? On a recent (open-seating) Eastern Airlines shuttle fight, my fellow passengers formed an agitated queue at the boarding gate long before the flight was due to depart, leading the attendant to announce: "Don't worry, folks, the plane's a big one; you'll all get on." The change in atmosphere in the waiting lounge was remarkable. Similar effort to deal with customer anxiety can be seen when airlines make on-board announcements that connecting flights are being held for a delayed flight, when movie theater managers walk down the line reassuring patrons they will get in, or when customer service agents in airport lobbies reassure waiting patrons that they are indeed waiting in the correct line and have sufficient time to catch their flight. One of the poorest examples I know of manning anxiety is when I am on standby for a flight, and the agent takes my ticket. Now I am anxious not only about whether I will get on the flight, but also about whether I will get my ticket back. I have been asked to give up control of the situation. At least if I had my ticket I could change my mind and go to another airline. The prescription for managers resulting form this discussion is: ask yourself what customers might be worrying abut (rationally or irrationally), and find ways to remove the worry.
Anxiety Makes Waits Seem Longer
A large part of the concern that we feel to 'get started' is due as noted above, to anxiety. In the cases cited, the anxiety was about whether or not one had been forgotten. Anxiety can, however, come from other sources. Nearly everyone has had the experience of choosing a line at the supermarket or airport, and stood there worrying that he had, indeed, chosen the wrong line. As one stands there trying to decide whether to move, the anxiety level increases and the wait becomes intolerable. This situation is covered by what is known as Erma Bombeck's Law: "The other line always moves faster". Is there anyone who has not had the experience of choosing a line at the supermarket or airport, and stood there worrying that we had, indeed, chosen the wrong line? On a recent (open-seating) Eastern Airlines shuttle fight, my fellow passengers formed an agitated queue at the boarding gate long before the flight was due to depart, leading the attendant to announce: "Don't worry, folks, the plane's a big one; you'll all get on." The change in atmosphere in the waiting lounge was remarkable. Similar effort to deal with customer anxiety can be seen when airlines make on-board announcements that connecting flights are being held for a delayed flight, when movie theater managers walk down the line reassuring patrons they will get in, or when customer service agents in airport lobbies reassure waiting patrons that they are indeed waiting in the correct line and have sufficient time to catch their flight. One of the poorest examples I know of manning anxiety is when I am on standby for a flight, and the agent takes my ticket. Now I am anxious not only about whether I will get on the flight, but also about whether I will get my ticket back. I have been asked to give up control of the situation. At least if I had my ticket I could change my mind and go to another airline. The prescription for managers resulting form this discussion is: ask yourself what customers might be worrying abut (rationally or irrationally), and find ways to remove the worry.
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