Time Management:
What To Do When There Is Only One Person In The Office
We surveyed people from other industries
to see how they handle it when there is only one person minding the store.
Coffee Shop: We just move as fast as possible to get through the line. We
started putting out the daily horoscope so people could read theirs while
waiting.
Airline Ticket Counter: Our policy is to work as quickly and as cheerfully
as possible. The crankiest people are usually the ones who arrive late for
their flights. For those passengers we work quickly, but we also reassure
them that they will make their flights (if they aren't too late!). Sometimes
hearing a calm voice when you're stressed out helps ease the wait.
Restaurant: We offer wine and bread to people waiting for tables. Since we
started this, we find customers talk to each other while waiting -- some
couples have even joined each other for the meal. A small thing like wine
and bread has started lifetime friendships!
McDonald's Drive Thru: We wash people's windshields. This distracts them
from waiting and gives them an unexpected WOW!
Fast Food Drive Through: If there is a customer who only orders a drink, we
dash the drink out to his car. Why make him wait behind someone who just
ordered 15 cheeseburgers?
Car Mechanic's Office: We recently made our waiting area look like a living
room, with leather sofas, a television/VCR, things to eat and we make sure
the rest rooms are clean. There has been a noticeable difference in how our
customers behave while waiting for their cars!
Car Wash: In addition to windows so customers can see where their cars are
in line, we have added a cafe with specialty coffee drinks, real estate
information, a greeting card section and we now sell air fresheners, floor
mats, etc.
What we've learned:
-Have things for people to do while waiting. Videos, newspapers,
newsletters, phones that make local calls, even listening to soothing music
can help people make the most use of their time.
-Start an Express Service area. Let residents/prospects fill out self-serve
forms and have answers to common questions in a notebook or on a poster.
-Do you have an interesting sales message when callers are on hold?
People understand they sometimes have to wait. But if you notice a pattern
of high volume periods, it may be worth documenting and trying to get some
extra help during those times! One thing we can do immediately: Hand out
service request forms and guest cards to people in the office so the forms
are completed before they get to you.
Back to Top | Current Issue | Back Issues |
Printer-friendly version
E-mail this article to a friend | \n";
?>
