Long waits are one of the easiest ways to turn off customers in our on-demand culture of the 21st century. When reactions are measured in nanoseconds and everything is available at the tap of a thumb, effectively managing customer flow is more crucial than ever. This is becoming even more true for businesses in the physical world too, like salons, clinics, barber shops, and veterinary centers.
Everyone is familiar with how appointments work, and in theory, appointments make a lot of sense. People reserve a time, show up, spend exactly the right amount of time there, and everything runs smoothly. As anyone who has spent hours waiting for an appointment will attest, that system rarely works the way it should. There are simply too many factors that can cause the system to stop functioning, resulting in long wait times and unhappy clients.