One of the biggest stresses for Golds are lineups and to be delayed in their mission to finish their to-do list in a timely manner. Oranges very much share this stress, but they’re much more likely to just leave, instead of getting stuck in the line for what can seem like forever. Golds don’t have that option because leaving just puts it onto tomorrow’s to-do list, so they’re way more likely to stick it out while their brain is exploding and their stress level and impatience is growing.
And we sure spend a lot of time waiting and in lineups. Author Tom Heymann, in his book: On An Average Day, claims that Americans alone spend more than 100 million hours a day waiting in lines! Never mind the billions of dollars in lost sales when merchandise is just abandoned at the cash registers.
There are two different types of lineup management models. Airports and most banks use the one-line system. Everybody gets into one line and a slow clerk or customer doesn’t kill the whole system. The other one is the multiple-line system. You find a line and take your chances that the whole world in front of you doesn’t need a price check, or have a snafu of some kind – or you’re going to celebrate your next birthday right in that lineup.
According to management science professor Mahmut Parlar the single line is most efficient. And it appears many retailers agree. Even if it’s just a psychological thing, it gets my vote, but you have to see it to believe it. One of my favorite stores is the U.S. electronic giant Fry’s who have upwards of 100 cashier stations. Of course, they’re not all open, but on a Saturday you might be 80th in line, but it’s amazing how quickly it moves and I’ve yet to see anyone bail. Well…that’s a little misleading as it’s mostly Greens in the line… Now if I could just find an efficient way to solve the “walk in or drive-through” dilemma…
But to go to a single-line system you need the space for cashiers and aisles. I guess this is where the Greens come in to get the stores built properly in the first place…