The guest experience often starts off not with a wow but a wait. First is keeping the wait as short as possibleSecond is ensuring that the guests who are waiting have their psychological needs and expectations met while they wait1.Occupied Time Feels Shorter Than Unoccupied Time2.Time Spent Waiting to Begin the Service Experience Will Feel Longer Than Time Actually Spent in the Experience Itself3.Anxious Waits Feel Longer Than More Relaxed Waits4.Waits of Uncertain Length Feel Longer Than Certain Ones5.Unexplained Waits Feel Longer Than Explained Waits6. Unfair Waits Feel Longer Than Fair Ones7. Solo Waits Feel Longer Than Group Waits8. Uncomfortable Waits Feel Longer Than Comfortable Ones. 9. Interesting Waits Are Shorter Than Uninteresting Ones10. Happy Waits Are Shorter Than Sad Ones
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