Customer engagement

PRACTICALITIES

We understand that challenging new times represent new areas of responsibilities, and new ways of helping and dealing with customers. The following guidance for managing queues has been provided by Maidstone Borough Council’s Community Protection Team.

Managing Queues

As we welcome shoppers back to our stores we know that there may be challenges around controlling the numbers of people in your stores. Following the Government’s guidance you will now know that your store will have a reduced capacity, and for busier stores this may lead to you needing to introduce a queuing system. The good news is that queuing is something that many people will have experienced, as some businesses remained open throughout the lockdown period. Queuing is also a very British thing to do. That being said there are some steps we would encourage businesses to take to help control those queues and ensure your customers have an enjoyable shopping experience.

Where possible, use your shop frontage to define the length of your queues. When your queue reaches that limit shoppers should be asked to return when the store is less busy.

Those colleagues managing queues should be suitably trained and you should carry out a risk assessment on this activity to mitigate any risks. Maidstone Borough Council are able to provide support with marking queuing zones and on operating safely through our Street Scene and Environmental Health teams respectively.

If you have a busier store, you might want to work with a neighbouring store to allow for your queue to use their frontage, but without blocking their access. If you’re the smaller store, why not use your window to appeal to those stood outside waiting to go next door.

Use the right person to manage queues, especially at busier times. A smiley, customer focused employee will very quickly calm any tensions or anxiety.

Understand your queues and communicate that information to those in line. Much like a theme park, people like to know roughly how long they are likely to be waiting so they can decide whether to wait or come back later.

Employees managing queues may, on occasion, need to be firm but fair. They should be polite and courteous at all times. If a customer gets angry, they should try to calm them down and speak to them as they would wish to be spoken to. They should not become officious and overbearing.

If a person cannot be calmed down, they should ask a colleague to intercede or advise. Often a different person can have a different result. If necessary it should be escalated to a senior colleague or a manager.

BID Ambassadors will be operating in the town and will provide assistance and support when it is appropriate, but are not responsible for queue management, or monitoring queues. Criminal matters such as disorder and other crimes can be reported to the police for assistance as normal.