Clarke Ching: ChokePoint Charlie and the Psychology of Queues

Queues are amazing - if you know how to use them for good! If not, they’re a curse. How much time did you personally waste this week waiting … waiting … waiting in queues? Did you feel better knowing your “call is important to” them? Or worse? Did you believe they were experiencing “higher than usual call volumes”? How many of YOUR customers walked away rather than wait? Did you count them - could you count them? Did they take their wallets with them? Last Saturday night, did you walk past that restaurant because it was near empty even though, surely, no waiting means faster service - a good thing? Or did you have the foresight, three weeks earlier, to book its crazy-busy neighbour at 5 pm because that was the only time they had free? Waiting times can signal scarcity, popularity, and healthy margins. On the other hand, they can be bad news if you’re waiting for an ambulance.
This chat digs into the psychology of queues and bottlenecks (aka chokepoints) and how to manage both for profit and for pleasure.

About Clarke Ching:
Clarke Ching - “the bottleneck guy” is an expert in the archaic sounding Theory of Constraints. He wrote Rolling Rocks Downhill, CorkScrew Solutions, and The Bottleneck Rules. He earns his keep helping crazy-busy tech leaders claw their lives back by “debottlenecking” themselves, and their teams. He lives in New Zealand, where he farms hobbits.

Видео Clarke Ching: ChokePoint Charlie and the Psychology of Queues канала Australian Behavioural Science Meetup