Waiting in and out

Was at a bank today to settle some personal stuff. Well, as the bank is located at a basement, the queue that started to form up was in a place that is not well ventilated at all. Thus most of the people have to queue up feeling hot and sweaty.

Now would it not be better if the bank had let their customers wait in comfort instead? The bank can still start at the stated opening hours, but when the customers are waiting in comfort, tempers are not that bad, and we know that when a customer is in a bad temper, fury may be unleashed to your front line stuff. Your frontline stuff would then have a good challenge in front to pacify the customer and also offer a level of service that can satisfy customer expectation.

By making the work of your employee easier, it can reduce the turnover rate and it makes the working environment better as well, and how much does it costs your company? Nothing because it is the environment which you had already provided. So practically no costs at all. Think about it. A small gesture of letting your customer to wait in comfort will improve customer experience with you, improve work environment for your employee and reduce (to a certain extent) employee turnover.

Cheers!