Line Skipping
Nothing can be more aggravating than a disorganized queue. There are cultures known for their queue etiquette and where I live now, it’s a culture not known for one.
I had entrepreneurial aspirations of starting a line stanchion company, just selling signs saying the equivalent of “The Line Starts Here”. I’ve seen all sorts of systems fail. Deli counter style “take a ticket” systems that didn’t have their ribbon of tickets replaced, print-a-ticket systems only to be turned into “first come, first served” lines. People bunched together and organized in a “who’s last” system.
People try to use an economy of space to cram more tables or product into a cafe and store. The result is frustration among patron and staff.
Then there is also the request queue skipping. Something was forgotten in an order, so someone comes up to the front of the line “you forgot half my order”. This could be legitimate as the person’s turn really isn’t complete if there was a genuine mistake on the part of the establishment. But what about requests that are less black and white mistakes? Someone wants an extra spoon or a straw? Most people would forgive because the time required. But what about re-doing an order because they don’t like something? We’re in the grey zone now.
Ignorance of the line, whether true or fained, is sometimes used to skip the line. “Oh, I’m so sorry… I didn’t realize there was a line”. Nope, just people standing around having a good time.
Long lines and poor lines are the result of a lack of empathy with the user. The experience of people interfacing with a business is the product as well. It’s worth investing in all aspects.
