Blind to the duration effect?
I just had the 'duration effect' hit me big time. I go to the breakfast counter and find that the dosas for the day have gotten over and that fresh ones are to arrive. So I wait. And it seems like an eternity. Though its been just a minute.
That's the point I want to make. What is just a minute may seem like an eternity to the consumer. That is, to the consumer who's waiting. It would be foolhardy on the part of the service provider to ever point out that its been just a minute. Because that minute seems like forever for someone in a queue.
Most service providers don't get this. They think, what's the big deal? After all, its been just a minute. Remember, the consumer in the queue, at a store, on the telephone, wherever, is losing his temper by the second. Speed up and try and make the wait a pleasurable one. Else you will have an irate customer on your hands. And you being blind to the duration effect, wouldn't even know why.
P.S. - I wished I had waited for bacon n' eggs. Hey, its a wish. :)
I think the part about making the wait pleasurable and closing with a smile and apology, which shouldn't be robotic, would ease the matter. The best thing to do in such a situation is to tell the customer how long it would take and suggest alternatives.