December 19th, 2005 at 04:48pm
You may have heard the story recently about NatWest bank removing their clocks in an effort to prevent people complaining about waiting times. Oddly enough, ANZ are doing something similar, rather than removing clocks, they have introduced a “no queue” system where you take a ticket and wait for your number to be called. For this they have a display borad which shows the time and the current ticket number, the time is also printed on your ticket, except the time printed on your ticket is five minutes or so ahead of the time shown on the clock.
If you are waiting for ten minutes, you could look at your ticket and end up thinking “that was a long five minutes, but it’s not too long and I’ll keep waiting”. This might work for now, but ANZ, you really need to think about this properly, I’m not going to be the only person to notice, and god help you if Today Tonight or A Current Affair find out.
For your own sake ANZ, fix this before it damages your reputation and loses customer confidence.
Entry Filed under: Samuel's Editorials