Everybody hates lines. But have you ever noticed that lines move faster when there’s more people?
Demand increases speed and productivity. It’s the reason that the Starbucks queue moves faster with ten customers versus three. Busy employees show more urgency when multiple deliveries are on the line.
For mass chains, fewer customers usually means more time in line. Employees pay less attention to customers because they feel like they have all the time in the world to fulfill the order.
But in today’s world of hyper digital connectivity means attention spans are getting shorter and while customers are more easily distracted they’re also getting more impatient. Nowness is an expectation.
Why wait in store when you can shop online and get it in 30 minutes? Time is money and patience permits excuses. The speed of delivery is equally important as the speed of consumption. Why wait for anything when you need to get on with your life?