Explain how perception and expectation shape the felt wait in a service queue.
The move: manage perception and expectation as deliberately as minutes. Maister's core service formula is satisfaction equals perception minus expectation. A wait is not judged only by its stopwatch length. People judge whether the wait matched what they expected, whether it felt under control, and whether the service provider seemed to respect their time. Use a two-clock scan. The clock wait asks: how long from arrival to service? The felt wait asks: what is the customer experiencing during that time? An 8-minute wait with a greeting, a clear place in line, an honest update, and a useful intake step can…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in